Complete Sales Scripts

Clozo Academy Proprietary Curriculum — The Auto Repair Growth System

1.1 New Customer Inquiry

Advisor: "Thank you for calling [Shop Name], this is [Your Name]. How can I help you today?"

Customer: "I need to get my brakes checked."

Advisor: "Absolutely, I'd be happy to get you in. To make sure we schedule the right amount of time and have the right technician on it, can I ask a few quick questions?"

[Ask: Year, make, model, mileage, specific symptoms, when they noticed it, any recent work done]

Advisor: "Perfect. Based on what you're describing, it sounds like [brief assessment]. We'll start with a complete brake inspection that includes measuring your pad thickness, checking rotor condition, and testing brake fluid. The inspection is $[price] and takes about 45 minutes. If any work is needed, we'll send you photos and a video walkthrough before we do anything."

Advisor: "I have an opening [tomorrow at 9 AM / Thursday at 2 PM]. Which works better for you?"

[Schedule appointment]

Advisor: "Great, you're all set for [day/time]. When you arrive, [Name] will be your service advisor. We'll text you a confirmation shortly. One more thing — we offer a maintenance membership that includes routine inspections and saves most of our customers around $400 per year. I'll include some information with your confirmation. Thanks for calling, and we look forward to seeing you."

1.2 Price Shopper Call

Advisor: "Thank you for calling [Shop Name], this is [Your Name]. How can I help?"

Customer: "How much is a brake job?"

Advisor: "I'd love to give you an accurate answer, but brake jobs vary widely depending on your vehicle and what it actually needs. A brake job on a Honda Civic can be very different from a brake job on a Ford F-150. Can I ask what you're driving?"

[Get vehicle info]

Advisor: "Here's what I can tell you: our brake inspection is $[price] and covers everything — pad measurement, rotor condition, caliper function, brake fluid test, and a full photo report. Once we see what's actually going on, we'll give you three options ranging from essential repairs to complete system service. Most of our customers spend between $[range] depending on what their vehicle needs. The inspection fee is applied to any work you approve. Can we get you in today or tomorrow?"

1.3 Existing Customer Scheduling

Advisor: "Hi [Name], it's [Your Name] from [Shop Name]. I see your [Vehicle] is due for [service] based on your [mileage/date] from your last visit. We've got openings this week — would you like to get that on the calendar?"

[If yes]: "Perfect. [Day/time] works. I'll text you a confirmation. See you then."

[If not ready]: "No problem at all. I'll send you a quick text reminder next week. When you're ready, just reply or call us back."

2.1 Standard Drop-Off

Advisor: "Good morning, [Name]! Welcome back. Let me get you checked in. I'll confirm a few details, document what's going on with the [Vehicle], and walk you through how today will go. This should take about 3 minutes."

[Confirm phone, email, vehicle info, communication preference]

Advisor: "So to summarize: you're here because [primary concern]. We'll have [Tech Name] take a look, and I'll personally update you by [time] with what we find. If any additional work is needed, I'll send you photos and a video walkthrough so you can see exactly what we're looking at."

Advisor: "Are you comfortable with us proceeding up to $[amount] before we call you for authorization?"

[Handle authorization]

Advisor: "Great. One more thing — since you come in regularly for maintenance, have you heard about our Complete Care membership? It covers your oil changes, inspections, and gives you 15% off repairs. Most of our regular customers save about $400 per year. I'll include some info in your paperwork. No pressure — just wanted you to know about it."

Advisor: "Expect my call or text by [time]. Do you have any questions before I get you on your way?"

2.2 New Customer Drop-Off

Advisor: "Welcome to [Shop Name], [Name]! I'm [Your Name], and I'll be your service advisor today. Since it's your first time with us, I want to make sure you have a great experience. Here's how we work:"

[Explain DVI process, communication timeline, three-tier quotes, photo reports]

Advisor: "Every vehicle that comes through our shop gets a complimentary multi-point inspection with photos. If we find anything that needs attention, I'll send you the photos and explain everything in plain English. The decision is always yours — no pressure, ever."

Advisor: "Also, all our repairs come with a [warranty term] warranty on parts and labor. And if you sign up for our maintenance membership today, your first oil change would be included — so you'd save $[amount] right away. I'll put some information in your folder."

2.3 Maintenance Membership Mention at Drop-Off

Advisor: "[Name], I see you're here for your [service]. Before I get you checked in, I wanted to make sure you know about our Complete Care membership. A lot of our regular customers have joined, and given how well you take care of your [Vehicle], I think you'd get real value from it. May I tell you about it?"

[If yes]: "Great. Here's how it works. For $59 a month — about $2 a day — the Complete Care membership covers all your routine maintenance: three synthetic oil changes per year, tire rotations, a four-wheel alignment, digital inspections every visit, and 15% off any additional repairs. Most of our members save around $400 a year. Would you like me to add it to your account today?"

[If no]: "Absolutely, no pressure at all. I'll print the membership details for you and put them in your folder. When you pick up, we can talk more."

3.1 The Full Presentation (6 Steps)

Step 1 — Set the Stage:

"[Name], your technician [Tech Name] completed the inspection on your [Vehicle]. I'm going to walk you through what we found — everything is documented with photos and videos from your specific vehicle. I'll explain each item, tell you our recommendation, and you can decide what works for your budget and timeline. Any questions before we start?"

Step 2 — Start with Good News:

"First, the good news. Your air filter is clean, your battery tested strong, your fluids are in good shape, and your tires have plenty of tread remaining. Your vehicle is in overall good condition."

Step 3 — Present Yellow Items:

"There are two items I'd flag for planning purposes. Your brake pads are at 4mm — that's not urgent today, but in about 5,000-7,000 miles, they'll be at the replacement point. I'd recommend adding brake service to your next oil change visit. Also, your coolant is starting to show some discoloration. A coolant exchange in the next few months would be smart preventive maintenance."

Step 4 — Present Red Items:

"There is one item that needs attention now. Your serpentine belt has significant cracking — you can see it here [show photo]. This belt drives your alternator, water pump, and power steering. If it breaks, you lose all those systems immediately. The cost to replace it proactively is $189. If it breaks on the road, you're looking at a tow plus the repair, and potential overheating damage. I recommend we take care of this today."

Step 5 — Present Three Tiers:

"For the brake pads we discussed, you have three options. Essential replaces the front pads only for $349. Recommended — which most of our customers choose — includes front pads and rotors plus a brake fluid exchange for $549. Complete upgrades to ceramic pads for longer life and better performance for $799. Which option feels right for how long you're planning to keep the vehicle?"

Step 6 — Confirm Decisions:

"Perfect. So we're moving forward with [approved items] today. I'm noting [deferred items] for your next visit. Is there anything else you'd like me to look into while we have the vehicle?"

3.2 Quick DVI Presentation (Phone)

Advisor: "Hi [Name], [Advisor] from [Shop Name]. We've completed the inspection on your [Vehicle]. I have three things to share — one safety item, one maintenance recommendation, and everything else looks good. Do you have 3 minutes?"

[Present findings using the same green/yellow/red framework, but more condensed]

Advisor: "I'm going to text you the inspection report with all the photos right now. You can review it and text me back what you'd like to approve. Or if you have questions, just call me back. No rush — we'll hold the bay until we hear from you."

4.1 Brake Service

Advisor: "For your brake system, you have three options:

Essential at $349 replaces your front brake pads and includes a visual inspection. This addresses the immediate safety concern.

Recommended at $549 — and this is what most of our customers choose — includes front pads and rotors, a brake fluid exchange, hardware lubrication, and our 24-month warranty. This gives you optimal braking performance and peace of mind.

Complete at $799 includes everything in Recommended plus premium ceramic pads for longer life, coated rotors that resist rust, and an extended 36-month warranty.

Given that you're planning to keep this vehicle for several more years, which option feels right to you?"

4.2 Oil Change

Advisor: "For your oil change today, you have three options:

Essential at $49 uses conventional oil and a standard filter. It gets the job done.

Recommended at $89 uses full synthetic oil and a premium filter, includes our 21-point inspection, and a tire rotation. This is what most of our customers choose — it's better protection for your engine and you get more value.

Premium at $129 includes everything in Recommended plus a 35-point inspection, fluid top-off, and a complimentary car wash. It's the complete treatment.

Which option works for you?"

4.3 Transmission Service

Advisor: "For your transmission service, you have three options:

Essential at $225 is a drain and fill with a basic inspection. It replaces about 40% of your fluid.

Recommended at $395 is a complete fluid exchange that replaces nearly all the old fluid, includes a new filter, pan inspection, and computer relearn. This is what most manufacturers recommend at your mileage.

Premium at $550 includes everything in Recommended plus a transmission additive treatment, extended warranty coverage, and a 12-month follow-up inspection.

Given your [mileage] and how long you're planning to keep the vehicle, I'd recommend the [Recommended/Premium] option. What are your thoughts?"

5.1 At Drop-Off (Existing Customer)

Advisor: "[Name], I see you're here for your [service]. Before I get you checked in, I wanted to make sure you know about our Complete Care membership. A lot of our regular customers have joined, and given how well you take care of your [Vehicle], I think you'd get real value from it. May I tell you about it?"

[If yes]: "Great. Here's how it works. For $59 a month — about $2 a day — the Complete Care membership covers all your routine maintenance: three synthetic oil changes per year, tire rotations, a four-wheel alignment, digital inspections every visit, and 15% off any additional repairs. Most of our members save around $400 a year, plus they get priority scheduling and an extended warranty on everything we do. Given that you're already coming in regularly for maintenance, the membership basically pays for itself. Would you like me to add it to your account today?"

5.2 At Pick-Up (After Service)

Advisor: "[Name], your [Vehicle] is all set. Everything went smoothly. Before we finalize, I noticed that with the work you had done today plus the maintenance items we discussed, a Complete Care membership would have saved you $[amount] today alone. Would it be worth 60 seconds to hear how it works?"

5.3 Phone/Inquiry (New Customer)

Advisor: "Thanks for calling [Shop]. Before we get you scheduled, I should mention that we offer maintenance memberships that include routine services and provide significant savings on repairs. Many of our customers find it makes budgeting for car care much easier. Would you like me to include a membership information packet with your appointment confirmation?"

5.4 Handling Membership Objections

"I don't want a contract."

"Totally understand — and it's not a contract. You can cancel anytime with 30 days' notice. Most members stay because they see the value, not because they're locked in."

"Let me think about it."

"Absolutely, no pressure at all. Here's what I'll do — I'll print the membership details for you and put them in your folder. When you pick up, we can talk more. But I will mention: if you sign up today, your [current service] would be included, so you'd save $[amount] right away. Just something to consider."

"That's too expensive."

"I hear you. Let me break it down: $59 a month is about $1.95 per day. Your oil change today is $89. The membership includes three oil changes, plus rotations, alignment, inspections, and 15% off everything else. If you do two oil changes a year, the membership pays for itself. Everything after that is savings. Does that math work better?"

6.1 "That's more than I expected."

"I completely understand. Vehicle repairs can be unexpected expenses. Let me show you exactly what we're looking at [pull up DVI]. Here's the issue [show photo]. And here's what happens if this isn't addressed [show consequence]. Given your budget considerations, we have three options: we can do everything today, we can prioritize the safety items today and schedule the rest next month, or we can start with just the most critical repair. Which approach feels most manageable?"

6.2 "Can it wait?"

"That's a fair question. Let me be straight with you about the timeline [show DVI photo]. This brake pad is at 2mm. The manufacturer specifies 3mm as the minimum safe thickness. You probably have 1,000-2,000 miles before it's metal-on-metal. So it's not going to fail tomorrow, but it is past the safety threshold. Here's what I'll do — I'll mark this as 'safety monitored' in your file. If you want to schedule for next week, that's fine. But I wouldn't recommend going more than two weeks given where this is. Does that timeline work?"

6.3 "My [friend/relative] said I don't need that."

"It's great that you have someone you trust for car advice. Every vehicle is different, though, and the recommendations depend on what we actually find during inspection. Let me show you the specific issue on your vehicle [show DVI]. This isn't a general recommendation — this is what we found on your car today. See the cracking here? And the measurement here? This is specific to your vehicle's condition right now. I'd be happy to explain it to your [friend/relative] if they'd like to call us."

6.4 "I want a second opinion."

"Absolutely, that's your right and I encourage it. Here's what I'll do: I'll email you the complete inspection report with all the photos and videos. You can take it to another shop, show them exactly what we found, and see what they say. I'm confident in our diagnosis and our pricing, and I want you to feel confident too. If you decide to have us do the work, just give us a call and we'll get you scheduled. No pressure either way."

6.5 "I need to talk to my spouse/partner."

"Of course — this is a joint decision. Let me make that easy for you. I'll text you the inspection report link right now. You and [spouse] can review all the photos together tonight. If you have any questions, you can reply to the text or call me directly. If you want to move forward, just reply 'approve' and we'll get started. If you want to schedule for another day, that's fine too. The report will be in your file whenever you're ready."

6.6 "The dealer quoted me less."

"I appreciate you doing your homework. Sometimes dealerships run loss-leader specials on certain services to get you in the door. Here's what I'd ask: Does their quote include the same components? Do they use the same quality parts? What's their warranty? And will they show you photos of what they find? Our price includes [specific inclusions], [quality parts], a [warranty term] warranty, and full photo documentation. I'm happy to do a line-by-line comparison with you."

6.7 "I found the parts cheaper online."

"You're right — you can often find parts cheaper online. A few things to consider: First, those parts don't come with a warranty if you install them yourself. Our parts include a [warranty] warranty on both the part and the labor. Second, if the wrong part shows up or doesn't fit, you're handling the return. We take that risk. Third, our technicians know these vehicles — they know which aftermarket brands work well and which ones cause problems. The labor to install a faulty part twice costs more than buying the right part once. That said, if you want to supply your own parts, we can discuss that option."

7.1 Standard Pickup

Advisor: "[Name], your [Vehicle] is ready. Everything went great. Let me walk you through what we did."

[Explain work completed with photo summary if applicable]

Advisor: "All repairs are backed by our [warranty term] warranty. If anything doesn't feel right, call us immediately — we'll make it right. Your next [service] will be due at [mileage/date]. I'll send you a reminder when it's time."

Advisor: "Also, if you were happy with our service today, would you mind leaving us a quick review on Google? It takes 30 seconds and it really helps other local drivers find a shop they can trust. I can text you the link right now."

[Process payment]

Advisor: "Thank you for choosing [Shop Name], [Name]. Drive safe, and we'll see you at your next maintenance visit."

7.2 Post-Service Follow-Up (Text)

24-48 hours after service:

"Hi [Name], it's [Advisor] from [Shop Name]. Just checking in — how's your [Vehicle] running after [day's] service? Any questions or concerns? Reply here or call us at [Number]. We're here if you need anything."

7.3 Maintenance Reminder

Text:

"Hi [Name], based on your [mileage/last service date], your [Vehicle] is due for [service type]. We have openings this week — would you like to schedule? Reply here or book online at [link]. [Shop Name]"

8.1 In-Person (At Pickup)

Advisor: "[Name], everything looks great with your [Vehicle]. I'm confident you're going to be happy with the work. If you are, would you do me a personal favor and leave us a review on Google? It takes 30 seconds and it means the world to us. I can text you the link right now if that works."

[Send text immediately while customer is still in shop]

8.2 Text (24-48 hours after service)

"Hi [Name], I'm so glad your [Vehicle] is running well. If you have 30 seconds, would you mind leaving us a quick review? It really helps other local drivers find a shop they can trust. [Google Review Link]. Thank you so much! — [Advisor Name], [Shop Name]"

8.3 Email (3-5 days after service)

Subject: "How was your experience at [Shop Name]?"

"Hi [Name],

I hope your [Vehicle] is running smoothly after your recent visit to [Shop Name].

On a scale of 1-10, how likely are you to recommend us to a friend?

[10] [9] [8] [7] [6] [5] [4] [3] [2] [1]

If you were happy with our service, would you mind leaving us a quick Google review? Your feedback helps other local drivers find a shop they can trust.

[Leave a Review]

Thank you for choosing [Shop Name].

[Advisor Name]"

9.1 At Pickup (For Satisfied Customers)

Advisor: "[Name], I'm so glad we could take care of your [Vehicle] today. If you know anyone who needs a shop they can trust — family, friends, coworkers — we'd love the opportunity to help them too. We have a referral program: when you send someone our way, you both get $25 off your next service. I'll include a few referral cards in your paperwork. Thank you for your trust!"

9.2 Follow-Up Text

"Hi [Name], one more thing — if you have friends or family looking for a trusted shop, we'd be honored if you referred them. You both save $25 on your next visit. Your referral link: [link]. Thanks again!"

9.3 Referral Card Text

Front:

"$25 OFF Your First Visit at [Shop Name]"

"Referred by: [Customer Name]"

Back:

"At [Shop Name], every repair comes with photo documentation, transparent pricing, and a [warranty] warranty. Mention this card at your first visit and save $25. Your referrer saves $25 too!"

"[Shop Address] | [Phone] | [Website]"

10.1 Initial Outreach (Phone)

You: "[Name], this is [Your Name] from [Shop Name] — we're a full-service auto repair shop right here in [City]. We specialize in keeping business fleets running with minimal downtime. I noticed your [vehicle type] fleet and wanted to introduce ourselves. We've helped several local businesses reduce their vehicle maintenance costs by 15-20% while improving reliability. Would you be open to a 10-minute conversation about your fleet needs?"

10.2 Fleet Pitch Meeting

"Thanks for taking the time, [Name]. Here's what we offer fleet clients:

Priority scheduling — same-day or next-day service, guaranteed.

Fleet maintenance tracking — we monitor every vehicle's service history and send proactive reminders.

Volume pricing — 10-15% below our retail rates.

Digital inspection reports — photo documentation of every vehicle, every visit.

Monthly invoicing with Net 30 terms.

After-hours drop-off and pickup so your vehicles keep working during business hours.

Loaner vehicles available for fleet accounts during longer repairs.

I'd love to start with a trial — service your three most-needed vehicles and let our work speak for itself. Can we get those scheduled this week?"

10.3 Fleet Follow-Up

"Hi [Name], it's [Your Name] from [Shop Name]. I wanted to follow up on our conversation about your fleet maintenance. I have a proposal ready with volume pricing based on [X] vehicles. Can we schedule 15 minutes this week for me to walk you through it?"

This script library is a living document. Update scripts based on real customer interactions, add new scenarios as they arise, and review quarterly with your service advisor team.

All scripts are original compositions created for The Auto Repair Growth System by Clozo Academy.

Clozo Academy Proprietary Curriculum