According to Klarius Products, it’s not just about getting the correct part to the garage but asking the right questions to ensure they have everything they need. With this approach, customer service improves, and you can make more sales. The company’s sales director, James Ellison, looks at how to achieve this.
In April, the Society of Motor Manufacturers and Traders (SMMT) announced that there were 40.7 million vehicles on UK roads – and the overwhelming majority feature an exhaust. With so many different cars and vans having a wide variety of exhaust designs, it can be a challenge for both garages and factors to specify the correct replacement for a vehicle on the ramp. Luckily, Klarius offers advice to smoothen this process.
It may sound obvious, but the best place to start is the vehicle itself! The make, model and fuel type are usually clear, but there are other things to consider: automotive manufacturers continually develop vehicles during their lifespan, so exhaust designs can change over time, even for the same model; therefore, it’s important to ask a garage the production year of the vehicle to get the right part.
Engines vary across a vehicle line-up too; an exhaust for a base model 2L isn’t going to fit a top of the range 4L, and if fitted, it could damage the reliability of the powertrain. Vehicle badging isn’t always a reliable indicator either, so confirming with the garage the engine type and displacement (in litres) is key.
Cross-selling opportunities
A car is an electromechanical symphony of interrelated moving parts, and as many vehicle owners discover to their cost, if one component is playing out of tune it will adversely affect another. This provides a sales opportunity beyond an initial repair that can be seized by asking appropriate questions.
Take a damaged exhaust: if a garage calls you for a replacement, but only asks for a silencer, it might be worth asking the condition of the rest of the exhaust – how is the catalytic converter (CAT)? Is there damage to the pipework? How are the mountings holding up?
If a replacement CAT is requested, it’s beneficial to ask if the root cause of the failure has been identified – was a fuelling or pressure issue to blame? Will the vehicle require new spark plugs or sensors to accompany the CAT replacement?
While this approach provides a chance to boost sales, it also improves the overall service. Garage technicians can acquire all the parts they need quickly from a single source, reducing repair times. In turn, vehicle owners are likely to appreciate the comprehensive service and preventative approach. Furthermore, a complete repair will ensure many more miles of happy motoring, boosting customer satisfaction and loyalty to the garage. Everyone wins.
Klarius has a dedicated technical advice hotline on 01538 752 561, or cs.team@klarius.eu
The team is committed to assisting with exhaust repair transactions. Products feature a ‘fit first time’ guarantee and a two-year warranty as standard for a quick, easy and long-lasting repair.
Finally, an extensive range of exhaust, CAT, DPF, selective catalytic reduction products and mountings means that you can specify all the parts you need to improve sales and enhance service.
