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Service Advisor Apr 1, 2010
| - Advisor skills
Tips for saving time on the phone
One of the biggest time wasters for service advisors is playing phone tag with customers. It seems like we leave endless voice mails throughout the day. The entire shop seems to grind to a halt while you wait for the customer to return your call.
| - Listening Skills - The Sounds Of Silence
"How do you fill the gaps when you ask the customer a question and the customer doesn't answer at all or has to think for a while before answering?" It is a common occurring service problem, especially when you are presenting recommendations to customers, either in person or over the phone.
| - Why selling labor can feel like such hard work
One of the service advisors in a Philadelphia area Chevrolet dealership looked depressed at the end of a long day. It was the 25th of the month and he had just added up his labor sales thus far. His goal (set by his pay plan) was to book 750 hours this month, and he was only at 565 hours and it didn't look hopeful that he'd hit the target.
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