One-Day Wonders:
Workshops that Energize Your Service Sales Team!

How to Put Your Customer FIRST
• Increase Service Sales
• Reduce 1-Item Repair Orders
• Increase Profit Margins
• Increase Traffic
• Set and Keep More Appointments
• Maximize CSI and Owner Retention

Our roll-up-your-sleeves, let’s-get-it-done One-Day Workshops are designed to educate, inspire and motivate your people … with dynamic selling skills and customer communication techniques that increase hours per RO and improve profitability!
DealerPRO Training can hold a One Day Workshop in your store, at a regional off-site conference location, or with one of our preferred partners like Hunter Engineering.

One-Day Service
Advisor Workshop

Service Advisor vs. Service Writer
• What do YOUR Customers want?
• The Sales Experience
• Service Advisor Traits your customers like and dislike
• Comfort Zone vs. Change
• The Primary mission of a Service Advisor
• 10 Mistakes every Advisor Must Avoid
• SMART Goal Setting
• “Prepare for Success” Daily Checklist
Telephone Techniques
• Primary mission when answering the phone
• Shocking facts on incoming calls
• Alleviating customer fears
• The value of selling ONE more appointment
• Phone etiquette and controlling
the conversation
• Active listening
• 4 Levels of Competence
• Phone Scripts and writing your own
• Scheduling strategies
Customer FIRST Service Drive Process
• Developing consistent sales skills
• Mastering feature/benefit
• Selling from a maintenance menu
• What to do with “every repair order”
• Selling from the MPI

Get the Results You Deserve!
Call Kristin Williams toll free at

Or email

BDC Workshop

Benefits of a Business Development Center
• Capturing more customers than your competition
• Customer Retention affects all departments
Goals of a Well-Trained BDC Staff
• Increasing profitability and service sales at reception
• Retaining more customers with lost sales calls and
customer satisfaction surveys
Key Auto Industry/Service Operation Terms: Communication Skills
• Getting your message across over the phone vs. in-person
• Types of questions and when to use which type
• Active listening
Appointment-Setting and Scheduling Processes
• Avoid quoting price, avoid diagnosing
• Overcome objections
• The best way to quote time estimates
• Schedule by Advisor, labor hours or # of appointments
Effective Phone scripts for all situations
• Lost sales
• Open recall
• Selling maintenance
• Avoiding quoting price
• Avoiding diagnosing
Responsibilities of a Service BDC
• Inbound, outbound calls
• Pre-Writes
• Reminder calls, emails and texts

Better Trainers. Better Results.