{ "item_title" : "What to Say at the Auto Shop", "item_author" : [" Garrick Ford "], "item_description" : "THE CUSTOMER HAS QUESTIONS. YOU NEED THE WORDS.A customer questions your diagnostic charge. Another says a competing shop quoted less. Someone approved a repair but is now upset about an unexpected delay. A customer returns because the original problem hasn't gone away.What do you say when the conversation becomes as difficult as the repair itself?Knowing what's wrong with a vehicle is only part of the job. You also need to explain what the technician found, discuss the cost, respond to objections, and help customers make informed decisions without creating pressure or making promises you cannot keep.What to Say at the Auto Shop gives service advisors, service writers, independent repair shop owners, and front-counter teams 104 real-world customer situations with practical, ready-to-use conversations.Inside, you'll discover how to: Explain diagnostic charges and inspection findings in language customers understand.Present repair estimates and ask for authorization confidently and professionally.Handle price objections, competing quotes, and customers working within a budget.Discuss unexpected repairs, additional charges, parts choices, and completion delays.Respond when customers question the diagnosis, return unhappy, or dispute a repair.Follow up on outstanding estimates and completed services without unwanted pressure.Real conversations. Real objections. Practical responses.Each situation begins with a recognizable customer concern and demonstrates what you can say at the counter, over the phone, or through an appropriate customer message. Alternative conversations show how to adjust when a customer disagrees, hesitates, asks another question, or changes their decision.Rather than relying on aggressive sales tactics or memorized closing lines, you'll learn to communicate clearly, establish realistic expectations, and connect recommendations to documented findings.Written for the people who speak with automotive repair customers every day, this is a practical reference you can return to before a difficult phone call, during staff training, or whenever a customer conversation needs a better approach.Because the repair happens in the service bay, but customer confidence is built through the conversations surrounding it.Explain the repair. Handle the conversation. Build lasting trust.", "item_img_path" : "https://covers1.booksamillion.com/covers/bam/9/79/816/684/9798166849816_b.jpg", "price_data" : { "retail_price" : "14.99", "online_price" : "14.99", "our_price" : "14.99", "club_price" : "14.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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