Advisor Training

Performance Driven
Service AdvisorTraining

Service Advisors –
Road to a Sale:
Telephone Sales Techniques

• Appointment Process
• Communication Skills
• Scheduling Appointments
• Why Have a Telephone Structure
• Phone Scripts
– Avoid Quoting Price
– Never Diagnose
– Emergency Situations
• Other Emergencies
• Is it Covered Under Warranty
• Staying in Contact with Your Customers
• Selling Maintenance on the Phone
The 12 Step
Service Drive Process

• In the DealerPRO Dealership
• 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 Script
• 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
• Lost Sales Follow-up
• Customer Personality
Profiles
• CSI Script

Service Advisors –
Technical Awareness

• History of the Automobile
• 21st Century Technology Terms & Acronyms
• The Fundamentals of Motor Vehicle Technology
• Understanding Engine Systems
• Starting and Charging Systems
• Fuel Systems & Maintenance
• Exhaust Systems
• Engine Oil
• Tires and the Law
• Drivetrain Systems
• Steering and Suspension Systems
• Brake Systems
• Cooling Systems
• Air Conditioning Systems
• Car Lighting Systems
Service Advisors –
Performance Metrics

• Understanding Flat Rate
• Understanding Productivity
• Increasing Technician Productivity
• The Dispatching Process
Top Performer Selling –
The Basics of Feature / Benefit Presentations

• Product Knowledge
• Product Features & Benefits
• Additional Services & Maintenance
• Important Items to Have Inspected
• Frequently Asked Questions About Maintenance
Top Performer Selling –
Overcoming Objections

• Understanding Objections
• Selling Accessories
Top Performer Selling –
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