“Get it in to your guys’ heads, it's not a sell, it's a service,” explained Rob Purfield to delegates at the AM Aftersales Conference 2015 during his Upselling Aftersales presentation. The Automotive Profit Consultant was keen to make the point that successful aftersales requires a certain mindset, a certain mentality, and a shift away from seeing this as a sell and more like a service. “The mentality is about looking after customers, and providing a great service. It's not a sell, it's...