How do they really make money? Confessions of a service manager

What do they really make the most money from? Do they upsell unnecessary stuff? And why do they charge for that screenwash? Wonder no more...

1. Confessions of a service manager
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
QUESTIONS OF CASH
THE JOB
SERVICE PLANS
SERVICE PLANS
THE CUSTOMERS
THE CUSTOMERS
THE CUSTOMERS
THE CUSTOMERS
THE CUSTOMERS
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Recently, What Car?’s sister title Pistonheads ran a Q&A with an anonymous car dealer service manager on its ever popular forums. He has recently left the industry.

Both questions and answers inform, educate and entertain, and have plenty of handy tips for consumers owning and maintaining their cars. Most of the questions were answered (‘A’) by the original service manager, but in some cases others chimed in with supplementary answers (‘SA’).

Thanks to everyone taking part; photos are for illustrative purposes only and persons within them are not participants in the feature:

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