Independent aftermarket parts providers often will suggest a higher quality product or additional parts that might help customers complete a job. However, despite their best intentions, some customers might bristle if they believe they are being upsold on parts they don’t need. Following are how aftermarket experts diffuse the situation.
Nick Seidel, vice president, Action Truck Parts: “Some customers will say, ‘This is all I need,’ and my guys understand that. We’ll say, ‘Just making a suggestion.’ You have to let the customer make the decision.”
Brian Trombley, vice president of parts, Royal Truck and Trailer: “The last thing we want is for the customer to feel like we are trying to take advantage of them by suggesting unnecessary items. If parts associates can share their personal experience with a particular product or repair, that goes a long way in building trust.”
Randy Kray, sales manager, Sadler Power Train: “We play the ‘experience card.’ We have seen it and done it. We tell the story of the guy that bought springs during the day and then called the after-hours service to get U-bolts to fi nish the job. With the open conversation we have, most of the time it is a win-win.”
David Willis, CEO and president, CRW Parts: “If they [object] you just back off. You’re trying to educate them, but they decide.”
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