Service Advisor Sales

Course Objective

The Service Sales Consultant program is a highly interactive course that focuses on improving performance and customer retention in the dealership’s Service department. The program aims to ignite a positive change in the way Service Advisors interact with their customers. By covering such topics as the “art” of the service write-up, value selling, effective communication, telephone skills, Service Advisors return to the dealership with tools and techniques they can implement in their jobs immediately.

Duration

2 Days


Cost

Facilitator led (See Pricing Page)
Facilitator led virtual: $398 / day

Target Audience

Service Advisors and Service Managers


Duration

2 Days

Cost

Facilitator led (See Pricing Page)
Facilitator led virtual: $398 / day

Target Audience

Service Advisors and Service Managers

Topics Covered

Introduction

  • Customer Retention
  • Window of Opportunity
  • Relationship Marketing

Effective Communication

  • Promoting Open Communication
  • Listening
  • Speaking

The Service Write-Up

  • Friendly Meet & Greet
  • Identify the Prime Concern
  • Get the Vehicle Data
  • Walk Around
  • Administration
  • Confirm Understanding
  • Close Prime Concern
  • Multi-point Inspection
  • Recommended maintenance
  • Get the OK
  • Active Delivery

Building Value in the Service Department

  • Explain Benefits and Consequences
  • Value Selling Opportunities
    • Repair Diagnosis
    • Menu Sale
    • Correction of Prime Item
    • Result of Courtesy Inspection
    • Service Contracts

Telephone Skills

  • Telephone Communication Skills
  • Incoming Outgoing Calls
  • Types of Calls
    • Appointment Calls
    • Parts Call Back
    • Price Quotes
    • Sales Calls
    • Active Delivery Calls
    • Status Calls
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