When answering this question, focus on a specific instance where you identified an opportunity to offer additional services that benefited the customer. Start by describing the customer's initial needs and how you built rapport with them. Explain the additional service you recommended, why you thought it was beneficial for the customer, and how you communicated this to them. Highlight the outcome, emphasizing both the customer's satisfaction and the positive impact on the business. For example:
"A customer came in for a routine oil change, and during the inspection, I noticed that their brake pads were worn out. I explained the situation to the customer, highlighting the safety concerns and the benefits of replacing the brake pads now rather than waiting. The customer appreciated the proactive approach and agreed to the service, which not only ensured their safety but also increased the service department's revenue for that day."
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