2012 is almost over and you have survived another year.
We’ve come to the end of a very eventful year. The economy is improving, and we all look forward to new opportunities for growth in 2013.
Many of those opportunities will be influenced by new technology, like Tablets in the service drive and mobile apps. Consumers and businesses alike are excited about new ways to shop that are faster, more convenient, and safer.
We’re here to help you succeed in the coming year, with expert advice on choosing equipment and the best way to maximize that equipment. Many retailers train and coach how to use these programs and how to get your staff trained on the functions that are at their finger tips. How ever they don’t train and coach how your consumer arrives at the facility and the consumer needs. Dealer Service Academy trains the upfront communication skills that your advisors and quick lube personnel need to enhance the mobile devices that are so costly to you and your facility.
If your advisors know how to use the many functions that’s step one. Jack Lupo and Dealer Service Academy will coach how to engage and build value so your customer may make a logical decision on obvious repairs that are needed.
This is called giving a presentation on the drive. With this interactivity along with or without a mobile device, Dealer Service Academy and their team of expert coach’s will take your Automotive Fixed Operations team out of writing mode and back into Advisor mode.
Automotive Service Advisor Training is Key to your growth in 2013. Our retail partners agree that the service processes that Dealer Service Academy coaches and trains will out perform any of our compeition.
Contact us today to increase profitability, CSI and Upfront communication skills with your future customers. We all know that your service advisors have the traffic to make or break your front end sales! Success and Growth is at the top of our Goals list for 2013 is it yours? Contact us at 855-327-9255 for our 1st quarter package pricing.
Do you remember the pride you felt when your kid hit that game-winning homerun or executed the perfect pirouette? How do you imagine close friends feel when they bag that long-awaited, much sought-after promotion? Don’t your customers deserve to experience those same feelings each and every time they trust you with their vehicles? Arming your Service Advisors with exemplary Service Advisor Training skills accomplishes this goal two-fold: they’ll consistently hit it out of the park with record- breaking gross profits and your customers will feel like royalty each time. Do your customers feel as if they’re kings? They are already rulers of your company’s kingdom, so put a little imaginary crown on them.
The King’s Ruling
Oftentimes, your kings will make inconvenient, random request rulings on your Service Advisor. You can either watch him blunder as he stubbornly refuses to consider their request or you can provide Service Advisor Training that teaches him how to tactfully compromise and reach a happy medium with your majestic clients. They won’t stage a revolt if they are left with the impression that you have given into their demands. You’ve both met their needs and created a positive, lasting image.
Absolutely Essential: The Walk-Around
Optimize the opportunity to elevate your customer’s experience: Whenever possible, the Service Client should accompany the Service Advisor on the walk-around to allow the Advisor to advise them on their vehicle, answer questions, educate and enhance the consumer’s confidence, as well as point out any future, potential problems. It’s an excellent time to point out visual needs, recalls and safety issues; moreover, it provides a tremendous opportunity for upselling. Remember, the “S” in Service actually stands for “S” in Sales.
The Service Advisor should have an electronic or hard copy clipboard with a vehicle diagram so they can check wipers, tires or annotate obvious damages. Be vigilant about documenting minor dents or scratches. Upon pickup, this alleviates allegations that any existing damage occurred while their royal chariot was in your service department. Allow for additional space for customer ideas and comments. If you do not have this rather detailed form, you are doing your profit margin ands your clients a huge disservice.
Service Advisor Training teaches a myriad of ways to inspire loyalty from each customer encounter; this is just the tip of the iceberg:
Whether it’s in person, by DMS software, online check-in or iPhone, greet them by name
Keep all service areas clean
Keep them informed of their vehicle’s status throughout the day through emails and text messaging
Provide updates of additional, unexpected issues found
Point out mechanics credentials and mention all awards and honors
Inflated fuel costs consume a huge part of your customers’ budgets. It would be naïve to think that gas prices will decrease any time soon, if ever. To combat this, people are keeping their cars longer, instead of buying new. They scrimp in other areas. Regularly scheduled auto maintenance visits become nonessential as money gets tighter. However, Service Advisor Training addresses the saving-cash-by-sacrificing-vehicle-maintenance fallacy. Showing clients how they can get better gas mileage by having routine visits renders it a non-issue. These actions need to be an intricate part of your Service Advisor’s daily mission.
According to the latest industry studies, eight out of ten of your customers’ personal vehicles need at least two repairs. Some of these affect operating costs; others are dangerous safety concerns. As a part of your marketing plan to boost profits and circumvent costly breakdowns and expensive repairs for your clients, make sure you’ve implemented beneficial fuel saving tips to ensure a superior, all-inclusive service for them.
If your Service Advisor Training does not include a marketing plan that communicates how to save money, chances are he is costing you unfathomable amounts of money. Do your customers understand that their vehicles will use less fuel if it is well maintained? Are they even aware of the importance of having regular service, air filter replacements, oil changes and tune ups? Can you honestly say he stresses everything on that list each time?
Does your Service Advisor ask your customers if they enjoy that romantic, glowing check engine light? They may think it makes for a beautiful, soothing ambiance, but do your customers know that many conditions that cause it to come on can drastically affect fuel economy? Does your Service Advisor tell customers to tighten gas caps in order to avoid fuel evaporation?
Older engines experience a higher degree of stress, so a more rigorous maintenance check is appropriate. Leaks from gaskets and seals dry out; they don’t hold fluids as they once did. Your customers need to know this.
With the right Service Advisor training, your customers will understand how vital it is to catch up on those repairs and services they have been putting off due to high fuel prices. They’ll appreciate it even more at the gas station. Do you know who they’ll come back to? You’ve got it.
Dealer Service Academy’s distinct differentiators is the ability to offer leading service expertise, to deliver it via top-notch, interactive implementation and to make the connection between information and action.
Interactivity is our hallmark.