Transform your Customer Service Experience

Who should attend? 

A must-attend for Service & Parts Advisors, Service Reception, Appointment Coordinators, BDC, Warranty Administrators, and Tower Supervisor.

Give your team the structure to elevate every area of the customer experience while boosting departmental operating profit and top-level CSI.

Enhanced efficiency: 

Participants will gain valuable insights and strategies to streamline processes within your Fixed Operations Department. 

Boost productivity and minimize downtime by optimizing workflow and implementing effective time management techniques. 

With this newfound efficiency, customers will be more satisfied, costs will be reduced, and revenue will increase.

Learn how to increase hours and dollars per customer R.O.

Increase effective labour rate and absorption.

Increase sales and parts sales. 

Training Methods: Interactive Instruction, Trainer-led Group Discussion, Practical Skills Exercises.

Projected outcomes:

1. Develop the Fixed Operations Team's sales skills.
2. Increase personal leadership in the Fixed Operations Department.
3. Increase hours and dollars per customer R.O.
4. Increase the sales of parts and accessories.
5. Improve control of scheduling to maximize efficiency.
6. Greater customer retention.
7. Increased customer loyalty and satisfaction.

Advanced Education and Skills Expertise: 

1. Keeping up with the rapid advancements in the automotive industry is essential for any Fixed Operations Department.
2. Our Fixed Operations training programs cover the latest tools, techniques, and maintenance procedures. 
3. As a result, your dealership team will acquire the expertise needed to handle complex issues confidently, reducing the need for outsourcing and improving customer trust.

Service & Parts Advisor Focus Day 1

1. Role of the Service and Parts Advisors in the service and parts process. 
2. Gain a deeper understanding of what customers expect when they visit. 
3. Identify the benefits of a service department to a customer 
4. Structure in selling.
5. Eliminating misconceptions.
6. Good service is Good Sales.
7. Understanding customer fears and expectations.
8. Interview technique & Listening skills. 
9. Write-up skills.
10. Walkaround process
11. Understanding the capabilities of your dealership's DMS for optimal utilization.
12. Consultative sales process.
13. Decision-making in advance.
14. Avoid the 1-line R/O.
15. Maximizing efficiency and productivity with better customer interactions.

Service & Parts Advisor Focus Day 2

Projected Outcomes

1. Communication while work is in progress.
2. Identify sales opportunities. 
3. Creating options.
4. Presenting solutions. 
5. Cross-selling techniques.
6. Building value.
7. Work order review skills.
8. Telephone and digital skills.
9. Turning inquiries into appointments.
10. Managing workflow through better appointment procedures.
11. Tracking performance.
12. Follow-up strategies.
13. Objection handling. 
14. Conflict-free negotiations.
15. Closing techniques.