Service Drive Sales Training Workshop Home Page
Service Managers Selling Process Workshop: 2 day Summary
Day 1: Service Drive Selling Process
The solution to today’s challenges is to define, implement and maintain a “Way We Do Business” Service Drive Selling Process, with:
- A clearly defined service lane workflow
- Professional and thorough presentations with every customer
- a BIG focus on customer retention and DELIGHTED customers
Day 1 is focused on a review of the best practices in top dealerships in these key areas, with enough time to discuss and solve for the specific challenges that you face in your own service department:
- Appointment Setting: be organized on that first customer contact, generate appointments that stick and setup the visit properly
- Pre-appointment Preparation: a critical step before the customer visit to boost credibility, save a ton of time, and improve sales
- Primary Opportunity: the customer request, considerations in the Walkaround, and other obvious repair needs
- Advisor Opportunity: presenting both currently due, and past due maintenance services effectively, every time
- Technician Opportunity: setting up the Technician inspection properly and presenting needed repairs the right way
- Active Delivery: ensuring that deferred repairs and maintenance services + future maintenance services are simply part of the next appointment
- Customer Follow-up: make sure that they come back
You will leave Day 1 with a comprehensive Service Drive Selling Process plan that you can implement at your dealership…and the knowledge of how to do it.
Day 2: Service Advisor Sales Training
On Day 2, Service Managers join the Service Advisor Sales Training Workshop, with separate breakouts for our Service Managers. This day is focused on the specific workflow, presentation and word tracks that your advisors will be following on a consistent basis to produce top results, and delighted customers.
And to help you define, implement and maintain your Service Drive Selling Process, you will learn:
- What a professional service lane workflow should look like …in YOUR store
- How to identify gaps in your workflow…and what to do about it
- How to incrementally improve your process…and fatal errors to avoid
- How to educate service advisors and customers on the true value of proper maintenance…
- The single best improvement in customer retention that your advisors can make…and how to make it happen
- 5 key elements that determine whether a customer will want to return to your service department …and recommend you to friends
Some service managers are business builders. Others treat business like it is something that just happens. Your service department is where customer loyalty and retention is secured.
Successful service managers need specific skill sets to improve service department processes and maximize departmental gross profit margins, all while delivering world-class service.
The days when service could get by just waiting for customers to appear on the service drive are quickly coming to an end. Vast improvements in vehicle quality coupled with the lengthening of OEM service intervals means that once the current wave of recalls passes through, you can expect fewer cars in your service drive. The best service managers are planning now to re-invent their businesses to adjust to the new reality in service.
This two-day workshop is focused on what makes these service managers stand out in the crowd.
Short breaks between each session
Two-day Service Manager Workshop Schedule
Day One
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 Goal Setting – Understand your Key Performance Indicators
11:00 – 12:00 BDC / Appointment Coordination – Setting up the visit
Noon – 1:00 Lunch
1:00 – 2:00 The perfect Maintenance Service presentation + Active Delivery
2:00 – 3:00 A-Z Service Manager Process Considerations – Setup your advisors for success
3:00 – 4:00 Action Plan – YOUR Professional Service Lane Selling Process
4:00 – 4:30 Group Recap
Day Two – Join the Service Advisor Track – Participate in Training
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