Service Marketing

You are the service manager of a small transmission shop. Your technician comes to you and indicates that the problem with Mrs. Jones’ car is that there is an internal leak in the automatic transmission that is causing it to slip in first gear. Because the parts are available only as a complete gasket and seal set, and although Mrs. Jones needs only one seal you are going to have to sell her the labor plus an entire seal kit for $80.

You decide

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You know that Mrs. Jones is going to be upset when you tell her about the needed repairs and especially that it is going to cost her $80 for a seal set when all that she really needs is a little O-ring that is worth about $3. Which of the following would you do?

More than one of the above answers is correct.

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