You don't have to be able to answer every question your customers ask you. Know the tools your selling, but understand that when it comes to their performance in specific instances/conditions, you'll need to lean on your diagnostic/support team.
Maria Lee, a Mac Tools distributor, is a firm believer that as long as you have the right support behind you in your diagnostic team, you don’t have to be able to answer every question your customer asks you.
“I can answer questions on how my scan tool works and where to go because I played with the scan tool and used it to do certain features, but I can't tell you about a specific question for that make and model of a car,” Maria explains. “That's where our diagnostic team and support team come into play. I can show you a scan tool without a problem, but I'm not worried about being able to answer all the technical questions for the car.”
Emily Markham is the editor of Professional Tool & Equipment News (PTEN) and Professional Distributor magazines. She has been writing about the automotive aftermarket since 2019, after graduating from UW-La Crosse with a bachelor's degree in English. During her first three years with EndeavorB2B's Vehicle Service & Repair Group, Markham also wrote for Fleet Maintenance magazine.
