Service ⁄ Service Writer ⁄ Parts   ←  Management Services

Service ⁄ Service Writer ⁄ Parts - Developing Procedures to enhance the profitability of service related departments.

Service Consultant Training

Initial Training:

• Phone Skills for today's service advisor
• Setting Appointments
• Customer follow through
• Calls that make or break

Service Drive Philosophy:

• Understanding the demands of today's service customer
• Exceeding customers expectations
• Listening & communication
• Fix the customer before you fix the vehicle
• Making the up sell happen

Word Sense

Monthly Maintenance Training

Review of initial training skills:

• Service Drive Selling - Increasing customer pay time per R.O.
• Prospecting, referrals and setting appointments - Managing these important sales tools today for tomorrow's sales
• Service Department - Goals measurement and accountability
• Parts Department - Phone training
• Management Training - Focusing on solutions and not problems

Training Structure

PeopleFirst as facilitator will work directly with the Dealerships fixed operations manager to coordinate all training.

All service advisors will attend an initial one-day seminar at designated training locations.

Monthly maintenance training will focus on those stores requiring special attention as identified by the fixed operation manager.