Featuring: Greg Criss - Criss Consulting LLC

Air Date: March 17, 2022

1pm Eastern/ 12pm Central / 11am Mountain / 10am Pacific

Program Length: 60 minutes 

SKU DRC3

 

Word Tracks to help Service Advisors to Build Rapport with Customers… Become the Customer’s Trusted Advisor for All Things About Their Vehicle

 

A customer’s service visit… before, during and after… provides multiple opportunities to elevate the one-on-one trust between your Service Advisors and the Customer. The building of that level of trust cannot help but elevate the same feeling of trust that the Customer has for your Dealership.

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Greg Criss joins us for an exploration of the different stages of the Service Visit and how each stage offers unique opportunities to achieve the status of “Trusted Advisor!”

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Service Advisors have many opportunities to either Injure or Nurture the level of Trust. Being prepared and knowing what to say to put the customer at ease will speed you on your way to “Trusted Advisor status.”

 

They include:

 

• At the time of appointment setting 

• Before they arrive in the Service Lane

• Greeting with focused attention of their needs

• Write up: Their primary service need

• Revealing regular maintenance recommendations

• Keeping the customer informed

• MPI recommendations

• Active Delivery

• Post service visit and assuring satisfaction