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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

Dealers Edge, dealership online training courses manuals services resources, dealership service department management, used car dealer training courses, fixed ops training and resources


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Dealers Edge, dealership online training courses manuals services resources, dealership service department management, used car dealer training courses, fixed ops training and resources

By: Don Tipton 


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

Dealers Edge, dealership online training courses manuals services resources, dealership service department management, used car dealer training courses, fixed ops training and resources

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


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

30-Day Money Back Guarantee! 

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

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