Fixed Operations – Service Advisor Proactive Loyalty & Resolving Objections

Proactive Loyalty

• Participants understand how anticipation of needs and pre-planning elevates the customer experience and our business results.
• Participants learn how to incorporate “story-telling” to serve more needs and reduce deferred maintenance and repair services.
• Participants learn to build more trust and intention around future services.
• Participants learn how to communicate the benefits of continuing the relationship as warranty coverage concludes.
• Participants are able to use greater proactivity in face-to-face and telephone communications.
• Participants learn how to make effective outgoing calls to re-book appointments for deferred maintenance items.
• Participants learn to find off-brand or other vehicles in the household servicing elsewhere.
• Participants learn how repeat and referral sales are the ultimate loyalty to the dealership.
• Participants understand the concept of optimizing trade cycles and how to engage the customer and our new/used departments at the appropriate time.

Handling Objections and Resolving Conflict

• Participants understand the source and psychology of objections.
• Participants learn to apply the communications model to objections.
• Participants are able to address the “emotion” before the “fault”.
• Participants understand the natural outcomes if we are not skilled in resolving objections.
• Participants are able to identify and correct where we might create objections.
• Participants learn to modify their language to project more confidence.
• Participants learn how to remove some objections before they occur.
• Participants learn to resolve common objections in the areas of price/ competition/ and procrastination.
• Participants learn how and when to engage management in resolving objections or conflicts.
• Participants understand how a referral to the Head Office CX Team may be a low level of service and what the dealership risks by this action.
• Participants understand how to adapt our conflict resolution approach to match the customer.