Parts & Service Training
This Training Course For Managers Focuses On Improving The Parts & Service Department And Works Towards Building The Following Skills;
- Day 1 begins with reviewing your current telephone etiquette and improving on any shortfalls. Next we’ll study how to work with customers, the nice ones and the not so nice ones. We’ll wrap up day one by placing some calls and putting what we’ve been learning into action so we can see the
results.
- Day 2 begins with further examination of how to use the phone and how to maximize incoming calls. We’ll review the Soft sell - Smart sell approach and how it works. Next we take a look at effective follow-up service using the phone, including some Role-playing and we’ll wrap things up with some live calls to demonstrate the effectiveness of what we’ve learnt.
Remember: All of our In-House training programs can be customized for your specific needs.
To sign up for Parts & Service In-House training, click here. For more information on Parts & Service In-House training, click here.
Total Training Time: 12 hrs Over 2 Days
Day 1
Service & Parts Personnel with Managers
- Special job responsibilities to phone-up control
- Proper telephone etiquette
- Answering / Transferring
- How calls are logged and tracked
- Logistics of phone control based on dealership layout
- Establishing minimum standards for next 30 days
Service Advisors / Parts Personnel with Managers
- Stop and think
- Stereo types / assumptions
- Remain neutral / non-judgmental
- First impressions
- 80% of who's talking
- What created the negative call experiences?
- Open questions / closed questions or probes
- Questions to show interest in your customer that will help you do your job more professionally
Live Demonstration Calls
Day 2
Service Advisors / Parts Personnel with Managers (Continued)
- How to maximize the incoming call
- What works - What doesn't - and Why
- Soft sell - Smart sell - The procedure and how it works
- Six steps for the ultimate phone-up
- How to qualify do's & don'ts
- How to set solid appointments
- Appointment reminder
- Role-play - common & uncommon situations
Effective Follow-Up Service & Parts Service Advisors / Parts Personnel with Managers
- Guidelines of the call - Preparation that works
- Understanding the meaning of customers responses
- Calling back hot prospects
- Never mistake the value your dealership has to offer
- Extract the "Real" objections and getting a commitment
- The phone T.O. not a sign of failure
- The P.R. call
- Phoning missed appointments
- Calling orphan owners / ups / past customers
- 3-day follow-up call
Live Demonstration Calls
Remember: All of our In-House training programs can be customized for your specific needs.
To sign up for Parts & Service In-House training, click here. For more information on Parts & Service In-House training, click here. |
