Day 1
- Overview of the two Days
- Benchmark - Advisor Role Play Exercise
- Understanding the Current Service Center Performance
- How does the Customer Perceive Your Brand
- Self Assessment:
- Understanding The Role Of the Service Advisor Today
- Understanding People
- Language - Are we using the Language of Today
- Need For Change
- Preparing For the Day
- Understanding the Purpose of the Reservation (Appointment)
- The Pre-Work Order Package
- What are the Tasks
- Who Does Them
- Role Play - The Reservation
- How will the Service Manager "Manage" the Pre-Work Order Package
- Understanding the Consultative approach to the Write-Up
- Understanding the Professional Work Order
- Why Focus on Process
- The Cathcart Model - Moving a Customer to a Client
- The Importance of the Reception
- How to Approach the Maintenance Conversation
- Using a Services Menu for Discussion
- Use of the Advantage Form - Multi Point Inspection
- Introducing Safety and Reliability into the Write-Up
- Educating the Client
- Role Play - The Pre-Work Order Package
Day 2
- Benchmark - Shop Loading Techniques and Delivery
- Understanding Shop Loading and Who is responsible for it
- Techniques for Dispatching
- Competence
- Tier Labour rates
- Diagnoses, Repair, and Maintenance
- Completing the Advantage Form
- Introducing the Advantage Form to the Client
- Use of Inspection Reports
- Introducing Be Car Care Aware
- Obtaining Parts
- Using a detailed Estimate - For Today, For Tomorrow
- Mitchell, Identifix, Service Intelligence
- Role Play - The Estimate
- Mechanical Service - Re-Scheduling the approved work
- Quality Control
- Who’s responsible
- What steps do we do
- Use of Technicians Business Cards
- Final Inspection
- Scheduling an Active Delivery
- Techniques for the Active Delivery
- Scheduling the next appointment
- Warranties
- Work not Completed
- Education Material
- Role Play - Active Delivery
- Techniques for a proper Follow-Up Program
- Use of the telephone for Follow-Up - Asking Relevant Questions
- Use of email and newsletters for follow-up
- Monitoring and Scheduling for the next appointment
- Role Play - Follow-Up
- Summary
- Role Play - The Process
- Conclusion
Information and Material each student should bring to the course to maximize the benefit:
- A Calculator
- Records for 5 transactions - The final Invoice, the working copy of the day (RO), inspection sheets used, parts order slips used, etc. Any paperwork related to that transaction. Each Student should have Five Records
- A copy of customer follow-up questions and a sampling of results - if a survey is used
- A copy of the daily appointments page
- Any forms or brochures used in the day to day operation -- such as Shop Scheduling, Inspections, Quality Control, Invoice Delivery, info Brochures
- They should be aware of this info : How many appointments are booked per day on average? What percentage of the day does Appointments represent? Sales per Invoice - in dollars and hours sold? What the sales levels are per quarter - How does Jan, Feb, Mar compare to Oct, Nov, Dec