As a Service Advisor, your words hold immense power—not just in providing information but in guiding your customers toward decisions that are in their best interest. The way you communicate recommendations can be the difference between a confident “Yes, let’s do it” and a hesitant “I’ll think about it.”
One of the most effective communication techniques you can implement is the use of assumptive language. By assuming the sale in a natural, professional manner, you position yourself as an expert, build trust, and make it easier for customers to say yes without feeling pressured.
This isn’t about manipulation or high-pressure tactics—it’s about using language that provides clarity, assurance, and guidance. Instead of asking, “Would you like us to take care of this?” (which invites uncertainty), assumptive language shifts the focus to taking action confidently.
Let’s break down how you can use phrases like “My best advice,” “We need to,” and “Let’s go ahead and…” at each stage of the customer interaction to increase sales, improve customer satisfaction, and establish yourself as a trusted expert.
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Start Strong During the Write-Up Process
The write-up process is where you first establish rapport and set the stage for a successful service experience. Customers often arrive unsure of what their vehicle needs, and how you communicate in these first few moments shapes their confidence in your recommendations.
Instead of leaving things open-ended or optional, use assumptive language to reinforce that your role is to help them make the best decision for their vehicle.
Example:
Instead of: “Would you like us to check that out for you?”
Say: “We’ll go ahead and perform a full inspection to ensure we don’t miss anything. It’s my job to make sure you leave here confident in your vehicle.”
This small shift eliminates hesitation and helps the customer feel like they are in good hands.
Other examples:
“We need to check that battery to ensure your car starts reliably, especially with the weather changing.”
“Let’s go ahead and look at those brakes so we can keep you driving safely.”
By framing recommendations as a natural next step, you help customers feel that preventive maintenance is not just an upsell but an essential part of vehicle ownership.
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Delivering Recommendations Post-Diagnosis
Once you have completed the inspection or diagnosis, how you present your findings makes all the difference.
If you sound uncertain or hesitant, the customer will hesitate too. If you assume approval confidently, they are more likely to trust your expertise and move forward.
Examples of Strong, Assumptive Language:
“My best advice would be to replace the brake pads today. We’re starting to see significant wear, and we don’t want this to compromise your safety.”
“We need to address this oil leak right away to prevent any further damage to the engine.”
“Let’s go ahead and get those tires replaced so you’re ready for any weather conditions this season.”
Why This Works:
- “My best advice” positions you as an expert, not a salesperson.
- “We need to” conveys urgency and the necessity of the repair without being pushy.
- “Let’s go ahead…” assumes customer approval, making the conversation feel natural rather than like a sales pitch.
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Guide the Customer Through Approval
Once you have presented the work, use assumptive language to transition naturally into approval. This is where Service Advisors often lose momentum: by hesitating or asking questions that invite indecision.
Don’t say: “Would you like to take care of this today?” (This makes it sound optional.)
Instead, say: “We’ll go ahead and get started on this right away. It’ll take about two hours, and we’ll have you back on the road safely.”
“Let’s move forward with the transmission service so we can avoid bigger issues down the road.”
“I’ll get this written up, and we’ll take care of everything for you today.”
Why This Works:
- It keeps the conversation moving forward without leaving room for hesitation.
- It reassures the customer that this is the right decision.
- It positions the recommendation as a natural next step, not a decision they need to debate.
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Addressing Customer Concerns With Confidence
It’s natural for customers to have questions or objections, but how you handle those concerns determines whether they approve the service or delay it.
- Customer: “Do I really need this today?”
- You: “I completely understand, and my best advice is to take care of it now. Waiting could lead to more expensive repairs down the line, and I want to save you from that inconvenience.”
By acknowledging their concern while maintaining confidence, you reassure the customer that you are looking out for them.
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Close the Interaction With Confidence
A strong closing statement leaves the customer feeling assured and satisfied. Whether they approve all services or not, end on a high note with assumptive language that reinforces your professionalism.
Examples:
- “We’ve got everything taken care of for you. You’re all set, and your vehicle is ready to go.”
- “Let’s schedule that follow-up appointment now to stay on top of your maintenance.”
By scheduling the next visit, you subtly reinforce that car maintenance is an ongoing partnership. They should continue to trust you for future needs.
Why Assumptive Language Works
- It removes uncertainty and makes decision-making easier for the customer.
- It positions you as a trusted expert, not just someone selling services.
- It builds confidence in your recommendations, leading to higher approvals and better customer satisfaction.
- It creates a seamless, natural conversation rather than a high-pressure sales pitch.
By using phrases like “My best advice,” “We need to,” and “Let’s go ahead and…”, you are guiding the customer through the process in a way that feels reassuring and professional.
Final Thought
The next time you’re at the counter or on the phone, remember that your language is one of your most powerful tools.
Use assumptive phrases confidently and compassionately, and watch how they transform your customer interactions. At Fairchild Automotive Solutions, we believe that great service starts with great communication, and assumptive language is the key to achieving that.
Now, go ahead and start using this strategy today—and watch your success grow!
