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