Service Advisor Training
M5™ believes that "Customer Experience Management" is critical to the growth of your business. If your advisors are focused on only selling the business, your long-term success will be compromised. A sensitive approach to handling your customer's needs, and wants, is critical to your long-term success. "Customer Experience Management" has six components:
1. Sales to Service "Hand Off"
Customer expectation management
On-line appointments
Selling first appointmentSelling future maintenance services
Reassurance of their decision to buy from your dealership – wise move
Selling future maintenance service
Benefits and advantages of service department
24/7 drop off
Techniques of communication
Phone Management
Text Messaging Efficacy
Email Efficacy
2. Customer Verbal Communication
Securing service appointment
Phone skills – inbound and outbound
Basic phone etiquette
Communications basic
Speaking
Leaving messages
Preparation
3. Customer Non-Verbal Communication
Mental preparation
Anticipation
Consistency
E-mail Efficacy
Text messaging Efficacy
4. Point-of-Sales Selling
Selling the Creative Effort™ of the dealership – Enhance the customer experience
Selling
Attempt
Attention
Sympathy
Concern
Convenience
Your People
Integrity
Complexity
Services presentations
Maintenance services
Walk-around
Commodity Sales
Brake Linings
Batteries
Wiper Blades
Belts and Hoses
Tire sales
Good, Better, Best pricing approach
Appearance and cosmetic service
Multi-point inspection
Presentation at point of sales write-up
Post inspection presentation
Face to face presentation
Phone sales presentation
Email presentation
Decline repair follow up
Accessory sales
Diagnostic Inspection Presentation
Elimination of "robotic selling"
Accessory selling opportunities
5. Post Diagnostic Selling
Process development
Estimate preparation
Mental preparation
Anticipation
Consistency
Review of findings
Asking for the sale
6. Active Delivery - "Tying the Bow Around the Process"
Saying goodbye in such a way to earn the customer's future business
Process development - Customized for each dealership
Incorporate technology
Video
Training of future advisory staff
Email
Text messages
Role-play process
Utilizing Social Networking to maximize the customer relationship