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