Performance Driven
Service AdvisorTraining

Service Advisor Training –
Road to a Sale

Telephone Sales Techniques
• Appointment Process
• Communication Skills
• Scheduling Appointments
• Phone Scripts
– Avoid Quoting Price
– Never Diagnose
– Emergency Situations
• Is it Covered Under Warranty?
• Staying in Contact with Your Customers
• Selling Maintenance on the Phone

The 12 Step Service Drive Process
• Implement Triage Process
• 10 Mistakes Every Advisor Must Avoid
• Success Formula
• Goal Setting
• The Stages of Change
• Service Advisor vs. Service Writer
• Prepare for Success “Daily Checklist”
• Active Delivery
• Advisor Write-up Scripts
Advisor Sales Scripts
• Menu Presentation
• Putting the Customer at Ease
• Offer Choices
• Performing a Walk Around
with Every Repair Order
• Estimate Sheet Completion
• Selling from the MPI
• Maximizing Technician
Productivity

Getting Started: 2 expert trainers in-dealership for 5 days each
Follow-Up: 3 days/month for 13 months
• Daily Performance Tracking
• Online reinforcement
Instills processes and habits for success

The 12 Step Service Drive Process (cont.)
• Lost Sales Follow-up
• Customer Personality
Profiles
• CSI Script

Service Advisors-Performance Metrics

• Understanding Flat Rate
• Understanding Productivity
• Increasing Technician Productivity
• Maximizing Up Time

Service Advisors – Top Performer Selling
The Basics of Feature Benefit Presentations
• Product Knowledge
• Product Features & Benefits
• Additional Services & Maintenance
• Frequently Asked Questions about
Maintenance

Overcoming Objections
• Understanding Objections
• Overcoming Objections

Advanced Selling Skills,
• The Philosophy of Selling Service
• Closing Techniques
• Selling Via Email
• Retaining New Sales Customers

Get the Results You Deserve …
Call Don Reed toll free at
1-888-553-0100

Or email dreed@dealerprotraining.com