Service Advisor Selling Skills and Customer Communication

Training Content – Service Advisor Program (1 Full day In- Dealership session)

1. Role of the Service Advisor in the service process. Structure in selling.
2. Eliminating misconceptions. Good Service is Good Sales.
3. Understanding customer fears/expectations.
4. Interview technique / Listening skills / Write-up skills.
5. Consultative sales process.
6. Decision-making in advance. Avoiding the 1 line R/O.
7. Maximizing efficiency and productivity – better customer interactions.
8. Communication while work is in progress.
9. Identifying sales opportunities / Creating options / Presenting solutions.
10. Cross-selling techniques.
11. Building value/work order review skills.
12. Telephone skills.  Turning inquiries into appointments.
13. Managing workflow through better appointment procedures
14. Tracking performance.
15. Follow-up strategies.

Projected Outcomes:

1. Develop the sales skills of service advisors.
2. Increase personal leadership in the service consultation.
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.