Complete Guide to Coaching New and Experienced Service Advisors...
Focus on Process, Responsibilities & Customer Psychology
Immediate & Free Shipping to U.S. and Canada A New DealersEdge Guide:
Guide to Service Advisor Success
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By: Don Tipton
Don is a top-rated DealersEdge® Expert Instructor with a Fixed Operations Mgt Track Record of Proven Success
Included:
All the Tools Needed to Become the Customer’s
Trusted Advisor
Your Service Advisors Will:
• Sell More Hours without the Hard Sell
• Increase Retention and CSI
• Become the Customer’s Go To Source
5 Coaching Modules for Success:
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Defining the Role & Importance of Service Advisors
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Today’s Realities of Retailing
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Duties & Responsibilities of the Service Advisor
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How to Understand & Connect With the Customer
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Final Advice & Encouragement
Table of Contents
Module 1 Defining the Service Advisor
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1 Why is the Service Advisor Such a Valuable and Vitally Important Position
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2 What does a Service Advisor Do
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3 Calculating the Value of a Single Service Advisor to the Dealership
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4 Defining and Keeping Your Focus on the Goals… All of them
Module 2 How Service Advisors Fit Into the Universe of Retailing
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1 Defining Success in Today’s New Retail Environment
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2 In Search of the Excellent Customer Service Experience
Module 3 Process Responsibilities of the Service Advisor
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1 Documentation of the Repair Order
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2 Managing the Inventory of Technician Time
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3 The Vehicle Walk Around Process
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4 The Value of the Multi-Point Inspection
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5 Tips on Performing the Multi-Point Inspection
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6 Vehicle Status Update - Why…When…How
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7 Effectively Offering Recommendations
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8 Vehicle Delivery and Final Customer Contact
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9 Responsibility for Open Repair Orders
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10 12 Common Mistakes of Service Advisors
Module 4 Understand the Connect With the Customer
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1 Importance of a Good First Impression
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2 Effective Listening
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3 Reading & Reacting to Customer’s Perceptions
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4 Staying in Control of Customer’s Expectations
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5 Identifying the Customer’s True Needs
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6 Art of Giving the Customer What He or She Really Wants
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7 Understanding the Customer’s Deep-Down Concerns
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8 Respectfully Overcoming Customer Doubts and Objections
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9 Getting the Customer to Come Back Again, and Again
Module 5 Some Final Words of Advice and Encouragement
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