Quicklube Services Descriptions

OIL CHANGES

General Description of Service

An oil change consists of an oil filter, oil, and chassis lubrication (where applicable).  This is followed by a check of all fluid levels under the hood, including transmission, differential, radiator, battery, windshield washer, power steering, and brake.  All applicable fluids (except for brake) are topped-off up to one-half (½) pint.  The car’s front and rear floor boards are vacuumed.  Tires, air filter, belts, hoses, lights, and wiper blades are checked, and the front and rear windshields are cleaned.

Selling an Oil Change Service

        To increase the sales volume for oil change services, follow these basic selling rules:

• Know the facts about oil.
• Check the vehicle’s oil status (low, etc.).
• Maintain an adequate stock of the most-used oils.
• Use promotional materials.
• Ask for the order.

When a customer comes in for service of any type, check the vehicle’s oil, air filters, and other fluid levels.  Use these tips:

• Note the mileage on the vehicle’s odometer.
• If present, check the static sticker on the windshield.  This sticker is an excellent selling tool.  Look to see if the vehicle is due for its next service.  If so, suggest an oil change.  If no sticker is found, ask the customer when the oil and filter were last changed.  
• Check the vehicle history in the computer.

Advising Which Oil to Use

Surveys indicate that most customers do not know which oil to use, so the Technician must assist in this decision.  SpeeDee follows the vehicle manufacturer’s recommended oil viscosity and type for the most suitable temperature range.  Refer to the Quick Lubrication Guide for that information.  Also refer to the four-tier oil change bay banner, which should be hung in your first oil change bay, to assist with offering the customer these additional options.

Offering 100% Synthetic Oil

Synthetic oil may be offered to customers – especially those who are driving new vehicles, cars with high performance engines, turbo-charged engines, sports cars, RVs, or anyone who tows trailers.  Point out the benefits of synthetics using the following examples:

• “Synthetics offer better sludge build up protection.  Sludge can restrict oil flow and cause severe engine damage.”

• “Synthetic oils flow more freely in colder temperatures and allow oil to reach critical engine parts much quicker during start up, when most engine wear typically occurs.”

• “Synthetic oil offers greater protection against heat, friction, and wear during extreme temperature conditions.”

• “Synthetic oils typically meet or exceed most manufacturers’ requirements.  In fact, more and more manufacturers are requiring synthetic oils for their engines to help reduce wear and improve fuel efficiency.”

Offering High Mileage Oil

High mileage oil may be offered to customers with vehicle mileage of 75,000 miles or more.  Point out the benefits of high mileage oil using the following examples:

• Helps reduce oil consumption

• More protection against engine wear

• Contains special seal conditioning agent

• More engine cleaning power

• Greater resistance to oxidation

Synthetic Blend

Synthetic blend oil may be offered to customers as an upgrade option.  Point out the benefits of synthetic blend oil using the following points:

• Increased oxidation protection for severe driving conditions

• Increased deposit control to reduce formation of sludge and varnish

• Increased anti-wear protection by providing better cold flow performance

Oil Change Service Procedures

Refer to the Upper and Lower Bay Technician Procedures for a general overview of the 17 Point Oil Change procedures.

17 Point Oil Change

1. Oil
2. Oil filter
3. Transmission fluid
4. Differential fluid
5. Coolant
6. Power steering fluid
7. Battery (where applicable)
8. Washer fluid
9. Brake fluid
10. Belts and hoses
11. Air filter
12. Wiper blades
13. PCV (where applicable)
14. Tires
15. Front and rear windshields
16. Vacuum front and rear floorboards
17. Lube chassis (where applicable)

Procedures for Using a Greeter and/or Courtesy Services Technician

The oil change service is designed for a three-person team.  An efficient three-person team can generally perform quality oil changes and deliver good customer service.  However, when a shop reaches a higher average volume which requires customers to wait for service, the shop may want to add a Greeter/Ticket Writer.