SERVICE ADVISOR TRAINING
Develop process and technical understanding to support technicians and educate and retain customers.
- Increase $ per R.O.
- Improve CSI
- Premium customer service
GROWTH. RETENTION. CUSTOMER SATISFACTION.
The technical “WHY” involved with every recommended maintenance, repair and upsell. Improve SALES, CUSTOMER SATISFACTION and RETENTION.
Program Highlights:
- Proper information gathering
- Vehicle symptom understanding and documentation
- Technical knowledge and understanding
- Technician communication
- Customer communication
- Quoting repairs & best practices
- Upselling with customer education
- LIVE ROLE PLAYING objection handling & customer education
- DMS introduction and integration
- Scheduling and understanding shop capacity
- Setting proper expectations
- Follow-up and commitments
- Video selling using smart devices
- Vehicle delivery
- Customer survey education (CSI) best practices