The Sales Process

A strong sales process creates consistency and reduces missed opportunities. Follow these steps in every interaction.

Step 1: Welcome and Identify the Need

Ask open questions to understand why the customer is visiting. What brings you in today? Are you replacing worn tyres, fixing a puncture, or checking a handling issue? Do you mainly drive around town, on the highway, or on rural roads? How long are you planning to keep the vehicle?

Step 2: Gather Key Vehicle Information

Confirm the registration, tyre size, vehicle type, usage, and any customer concerns. Check whether the customer wants a quote only, same-day fitting, or advice on options.

Step 3: Inspect and Confirm

Always carry out a physical inspection before presenting options. Walking out to the customer's car is a critical part of this step, not an optional one. Confirm tread wear, uneven wear, damage, punctures, alignment symptoms, or age-related concerns. This is where you pick up things such as needing four tyres instead of the two they said, or spotting that they need a wheel alignment, and it is what makes an honest upsell possible. When doing this, let the customer walk you to their car but make sure you lead them back into the office.

Step 4: Present Options Clearly

Offer suitable choices rather than one single answer. A simple structure is budget, mid-range, and premium. Explain the difference in value, durability, noise, grip, and expected performance.

Step 5: Recommend with Confidence

Lead with the best fit for the customer’s actual needs. Explain why you recommend it, especially in terms of safety, driving conditions, and whole-of-life value.

Step 6: Offer Related Services

Where relevant, explain related services such as wheel alignment, balancing, puncture repair, tyre rotation, valve replacement, pressure checks, or safety inspections. Only recommend services that genuinely support vehicle safety.

Step 7: Confirm the Sale

Summarize the option selected, total price, what is included, the estimated completion time, and any follow-up items. Make sure the customer agrees before work begins.

Step 8: Complete and Handover

At collection, explain what was done, any issues found, and when the customer should return for rotation, recheck, or future replacement.

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