Complete Guide to Coaching New and Experienced Service Advisors...
Focus on Process, Responsibilities & Customer Psychology

Immediate & Free Shipping to U.S. and Canada A New DealersEdge Guide:
Guide to Service Advisor Success

Limited Time Offer Launch Rate

Single Copy/Free Delivery*: $297 Reg $397
Immediate FREE Delivery Via USPS 

Email: jim@dealersedge.com or 800.321.5312 

30-Day Money Back Guarantee! 

Free Delivery to U.S. and Canadian Postal Addresses, all others contact 

By: Don Tipton 


Don is a top-rated DealersEdge® Expert Instructor with a Fixed Operations Mgt Track Record of Proven Success

Included:
All the Tools Needed to Become the Customer’s
Trusted Advisor

Your Service Advisors Will: 

• Sell More Hours without the Hard Sell 

• Increase Retention and CSI 

• Become the Customer’s Go To Source

5 Coaching Modules for Success:

  • Defining the Role & Importance of Service Advisors 

  • Today’s Realities of Retailing 

  • Duties & Responsibilities of the Service Advisor 

  • How to Understand & Connect With the Customer 

  • Final Advice & Encouragement

Table of Contents

Module 1  Defining the Service Advisor
 

  • 1  Why is the Service Advisor Such a Valuable and Vitally Important Position

  • 2  What does a Service Advisor Do

  • 3  Calculating the Value of a Single Service Advisor to the Dealership

  • 4  Defining and Keeping Your Focus on the Goals… All of them

Module 2  How Service Advisors Fit Into the Universe of Retailing
 

  • 1  Defining Success in Today’s New Retail Environment

  • 2  In Search of the Excellent Customer Service Experience

Module 3  Process Responsibilities of the Service Advisor
 

  • 1  Documentation of the Repair Order

  • 2  Managing the Inventory of Technician Time

  • 3  The Vehicle Walk Around Process

  • 4   The Value of the Multi-Point Inspection

  • 5   Tips on Performing the Multi-Point Inspection

  • 6  Vehicle Status Update  - Why…When…How

  • 7  Effectively Offering Recommendations

  • 8  Vehicle Delivery and Final Customer Contact

  • 9  Responsibility for Open Repair Orders

  • 10  12 Common Mistakes of Service Advisors

Module 4  Understand the Connect With the Customer
 

  • 1  Importance of a Good First Impression

  • 2  Effective Listening

  • 3  Reading & Reacting to Customer’s Perceptions

  • 4  Staying in Control of Customer’s Expectations

  • 5  Identifying the Customer’s True Needs

  • 6  Art of Giving the Customer What He or She Really Wants

  • 7  Understanding the Customer’s Deep-Down Concerns

  • 8  Respectfully Overcoming Customer Doubts and Objections

  • 9  Getting the Customer to Come Back Again, and Again

Module 5  Some Final Words of Advice and Encouragement

Limited Time Offer Launch Rate

Single Copy/Free Delivery*: $297 Reg $397
Immediate FREE Delivery Via USPS 

Email: jim@dealersedge.com or 800.321.5312 

30-Day Money Back Guarantee! 

Free Delivery to U.S. and Canadian Postal Addresses, all others contact 

COMMITTED TO QUALITY

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