Tip of the Week 2

SERVICE STATION OPERATION
The definitive guide to Service Station Operation

DRIVEWAY SELLING

The routine job of servicing a car the right way is one of the most important aspects of successful service station operation. Most customers who drive in to a station come for gasoline and perhaps a quart or two of oil. They may want and expect other services, but the main purpose of the majority of the customers is to buy gasoline. Consequently, most service starts at the pump island, and a big proportion of the business will be performed there. Since that is where the customer will make his first and most frequent contact with the station, his impression of the station will depend to a large extent on the kind of service he gets at the pump.

Servicing Routine: As a car enters the service station driveway, the salesman should, when possible, be on hand to meet the customer when he drives up at the pump. You should say to him,

"Good morning, Dr. Jones; may I fill your tank with Amoco - Gas?" and immediately begin wiping the windshield.

It is very important that you wear a cheery smile and be pleasant with you greeting, for your first words are always the most important from the sales standpoint. For variation, you might use another standard Amoco greeting - "Good afternoon (depending on the time of day), Mr. Brown; I am (or we are) at your service. Shall I fill the tank with Amoco - Gas?"

It is equally important that your appearance speak well for the Amoco products you market - showing a fresh shave, a clean body, neatly combed hair under a firmly set Amoco cap, clean teeth, clean Amoco uniform, and freshly shined shoes. There should be no chewing tobacco or food in your mouth to impede polite conversation - and you should not forget to smile.

Filling the Gasoline Tank: Filling the gasoline tank is usually the first step and is the starting point for service. The gasoline tank cap should be kept in the salesman's hand as he is pumping

gasoline into the tank. Avoid spilling gasoline on the car as this may damage the painted surface. The tank cap should be replaced securely after filling the tank. Should gasoline be spilled on the car surface, water should be poured over the soiled surface before it is wiped off. Clean your driveway, too, because

spilled gasoline is a fire hazard. While you are moving around the car, wipe off the rear window and the tail lights. This is also an opportune time to observe the condition of tires and whether a new Amoco tire is needed. Careful observation leads to increased tire sales.

It should be borne in mind that when the customer is purchasing gasoline he is usually in a hurry and may not be receptive to the solicitation of extra service. In this case it is a good idea to whit until his car is available for a regular lubrication job, since this will permit more time to make a thorough inspection for needed service items. However, if the need for any service is so urgent that further driving would be hazardous or destructive to the vehicle, such service should be called to his attention and vigorously solicited.

Under - the - Hood Selling: Checking the crankcase oil is the next step, and this service opens the door to additional profits. Opportunities for Amoco merchants to increase their sales of automotive accessories revolve around an ability to look for things to sell. Train you powers of observation and you will increase your profits.

Do not stop "selling" after checking the oil and water. That is the time to make a systematic check of all under - the - hood accessories: Does the fan belt need replacing? Is the insulation on the battery cable worn? Is the ground wire shredded and corroded? Does the oil filter need changing? . . . Test the battery; you may sell a new one . . . Suggest new spark plugs to remedy that "missing" cylinder. "586" might remedy a sticking valve . . . How about a radiator hose? . . . And, after closing the hood, look at the tires . . . headlights . . . tail lights . . . seat cushions . . . windshield wipers!

SUGGESTED PROCEDURE FOR
UNDER - THE - HOOD SELLING:
Motor Oil: The crankcase oil level and the character and condition of the oil should be observed. The crankcase bayonet should be withdrawn and both sides of the gauge stick cleaned on a white cloth or paper napkin; then the oil level should be checked with the gauge stick and the point drawn across the cloth or napkin. In this way the customer can be shown the height - of - oil level, the oil film on the bayonet, and contamination

if present. If the oil shows contamination, a crankcase oil change and flush should be recommended to the customer. If the oil is low but in good condition, the salesman should attempt to sell the requuired replacement oil. Use sales psychology: Do not ask, "Shall I add a quart?" . . . or "Do you want to drain and

refill?" Instead, say: "You need a quart." . . . "You'd better add a quart." . . . or, "It's one - fourth empty." Just a matter of words, but it makes a difference. If the customer says, "It'll do . . . ", point out that the oil may become dangerously low before he stops for gas again.

Radiator Service: The water level in the radiator should be checked and water added if necessary. Obtain the customer's permission in winter time because there may be anti-freeze solution in the radiator and he may not want it diluted. If the

customer does not have anti - freeze in the radiator during winter, try to sell him this protection against freezing. Always flush the radiator before anti - freeze solution is put in. Then is your opportunity to inspect radiator hose and clamps and to take a second check on other under - the - hood accessories.

Scum and evidence of rust should be watched for when making an inspection of the radiator. The best practice is to flush out the entire system twice a year, in the fall and spring, incident to removal or addition of anti - freeze. In the spring, rust inhibitor added to the clean water will help to prevent formation of rust in the cooling system. If the radiator hose lacks return pep when squeezed with thumb and fingers, replacement is needed. Leaks should be stopped immediately. Some rubber hose has a short life.

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