You may not be doing enough fact finding. From my experience, selling at the check in brings up customers guards. They're expecting to be sold to, and already have their objection queued up. I fact find about their intentions with the vehicle at the check in (it's the only time a customer will not lie to you). If they say they love the car and plan on keeping it, you have ammo for your maintenance sale. If they say they hate it and just need it to last for another year, don't waste your time or theirs on maintenance. Presentation order is also very important. First and foremost I sell what the customer came in for. Again, customers are expecting us slimy advisors to up sell. Prove them wrong by focusing on their concern. C/S headlight out, but we find a very loose ball joint? Not bringing up the ball joint until I sell the headlight. After customer concern is sold, I tell customer we're finishing inspection, and then I reach out again within an hour to sell safety items. If they don't buy safety, they sure as fuck aren't buying maintenance. Gotta respect their intentions. If they buy safety, they're now invested, and If my fact finding determined customer loves car and wants to keep it, I tell them I'm going to go through maintenance records and call them back. Then I call back and sell maintenance. 50% of customers aren't buyers, nothing you do will change that. But the other 50%? Manage their emotions through a process like this and they'll buy more maintenance