When do we NOT read Features and Benefits?

When do we NOT read Features and Benefits?

• A. When the insured has not chosen a shop
• B. When the customer asks for it
• C. When the windshield is undamaged
• D. When the insured has an appointment with a shop, is at the shop, or already had work done

Answer: (D)

Reading Features and Benefits is most helpful when a customer is still deciding and weighing options. You want to educate and guide them through what each choice offers so they can compare and decide. The moment you have an appointment, you’re at the shop, or the work has already started or been completed, you’re no longer in the decision phase—you’re in delivery and confirmation. In those times, reviewing features and benefits wouldn’t move the process forward and could feel unnecessary or pushy, so you skip it and focus on next steps, timelines, and service details. If the customer hasn’t picked a shop yet, or if they ask for more information, you’d share the features and benefits to help them decide. If the windshield is undamaged, there’s no service decision to evaluate, so discussing features and benefits isn’t relevant.

Reading Features and Benefits is most helpful when a customer is still deciding and weighing options. You want to educate and guide them through what each choice offers so they can compare and decide. The moment you have an appointment, you’re at the shop, or the work has already started or been completed, you’re no longer in the decision phase—you’re in delivery and confirmation. In those times, reviewing features and benefits wouldn’t move the process forward and could feel unnecessary or pushy, so you skip it and focus on next steps, timelines, and service details. If the customer hasn’t picked a shop yet, or if they ask for more information, you’d share the features and benefits to help them decide. If the windshield is undamaged, there’s no service decision to evaluate, so discussing features and benefits isn’t relevant.