Negotiation Guidelines

1. This process is for negotiating pricing for APPROVED parts, labor, or non-covered charges. 
2. Negotiating can only occur after the full service report has been taken. 
3. If you are unsure of when/how much to negotiate pricing, please utilize your Pricing and Labor Guide, reach out to an Authorizations Specialist or an Authorizations Supervisor for assistance. 
   

Negotiation Etiquette

1. Don’t take it personal if they refuse to negotiate. The Service Professionals do not have our pricing and are allowed a markup on parts as well. It is not a requirement that they have to accept our pricing.  
2. Anticipate a positive outcome for all parties involved.
3. Be prepared. Have a pricing threshold established by looking up the part cost online and adding in the allowable markup before attempting to negotiate.
4. Respect the Service Professionals point of view as well. Our partnership with our Service Network is a relationship based on mutual respect and understanding. 
   

Communication Tactics

1. Avoid a transactional approach. Remember that our Service Professionals are an extension of our service to the Customer. They are the face of our product and our connection to the Customer.
2. Don’t make demands. This can have a negative connotation and create an unneeded escalated call.  
3. Choose your words carefully. As an on phone agent, our words can be our greatest tool to use.  
4. Keep a positive tone. Remember it is not what you say, but how you say it.
5. Use your Pricing and Labor to get an average cost:
   
   

   Example Scripting

   “<SP Name>, in reviewing the average claim amounts that we authorize on <item> claims, we would pay an average of <Amount> for the job you described.” “Could you help me understand the reason for the amount <Part/Labor/Diagnostic> you are requesting? I want to make sure that I understand the full scope so that I am able to make a valid assessment of the costs associated with it and authorize an appropriate amount.”

   
   

   Follow Up Responses - Example Scripting

   “If we can agree to reduce your total on this job closer to our average expected cost, I can approve this claim for you right now.”

   “I am authorized to pay <Amount> for this. You are asking <Amount>. Can we meet in the middle so we can get this resolved for the customer?”

   “Based on historical averages, we would usually except to pay <Amount>. You’re asking for <Amount>. Is there any room where we can meet in the middle?”

   Typically, we would pay <Amount> for this part/job. Are you able to come closer to that figure so we can resolve this claim quickly?”

   “If it is agreeable to you, may I include the service call fee in your repair labor cost?”

   “Is it possible, given the circumstances, to make an exception this time to take care of our customer?”