Service Advisor Sales Training Workshop Agenda

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Service Advisor Sales Training Workshop: 1 day Summary

  • Same material on Wednesday and Thursday so that all Service Advisors can attend and everyone can get on the same page

advisor_handshakeThis workshop is all about Service Advisor sales presentations…specifically the most effective ways that service advisors can educate customers on the NEED for and BENEFIT of maintenance services and needed repairs…resulting in a BIG boost to:

  • Customer Pay Sales
  • Profit
  • Customer retention
  • CSI

You and your advisors will learn:

  • Why customer pay is declining…and what to do about it
  • Where to find an additional profit of over $1,000 per day / $200,000+ per year
  • How to effectively deal with the morning time jam
  • Exactly what a great advisor presentation looks like
  • The most effective word-tracks to use in dealing with objections
  • How to boost customer retention and setup sales for the next visit

You and your advisors will leave Day 2 with a clear plan and agreement on what Service Advisors should be doing every day to maximize their sales results …and ensure that you have delighted customers that return time and time again.

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We all know that Service Advisors see more dealership customers than anyone else and therefore have the greatest opportunity to win friends or make enemies of your customers.

Top Service Advisors handle $80,000 or more in parts and labor gross profits per month. And they not only have a huge impact on the bottom line they have the single largest impact on a dealership’s service CSI.

Yet it remains a troublesome position for fill successfully. Do your advisors measure up? Are they truly Service Advisors or merely Service Order takers? Does your service department see too many one- and two-line repair orders while every third or fourth customer that comes through gets “slammed” so that the advisor can achieve his or her hours/RO goals?

This workshop focuses on a method that is proven to improve customer retention and bring your repair order averages up to your target levels without “slamming” or gouging anyone.

Concurrent Service Advisor Training Workshop – Days One and Two

8:00 – 8:45                Registration and Continental Breakfast

8:45 – 9:00                Welcome and Introductions

9:00 – 10:00             Seven Steps to a Professional Service Lane Selling Process

10:00 – 11:00           Appointment setting and pre-appointment preparation

11:00 – 12:00            Customer meet and greet – Walkaround – setting up other opportunities

Noon – 1:00              Lunch

1:00 – 2:00               The perfect Maintenance Service presentation + Active Delivery

2:00 – 3:00               Setting up the Inspection – presenting needed repairs

3:00 – 4:00                Service Advisor presentations – word track – answering objections

4:00  – 4:30              Group Recap

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