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Service Advisor Training
Our approach to training your service advisors is different from much of the industry. First, we realize the importance of their role. In most cases, they produce roughly half of the gross profit of the entire dealership! But they typically get only a fraction of the training that the variable operations people receive. So when you decide to work with a professional trainer, we want to be sure that experience is a positive one for all involved.
It is our belief that your service sales consultants should offer a consistent, customer centric experience every time with every customer. This approach is used by almost every service provider in every genre of customer business. For example, if you walk into a McDonalds and ask for a Big Mac, you can rest
assured that you’ll be asked if you want the meal or just the sandwich. If you order a meal, they’ll ask you if you want to super-size it. And this happens EVERY TIME! Why? Because that is the expectation that is set of their staff during their training and it’s reinforced by management on a regular basis. Our approach is to do the same thing with your staff. Not only do we focus on your staff consistently operating in a consistent manner, but your management team should also be trained to set and maintain the expectation of their performance. This is our wheelhouse!! We always deliver!!
In-Store Preparation: Before any training can begin, we like to clearly define YOUR expectations of performance for your Service Sales Consultants. We will work with you to define “success” in this position. From there, we will develop a comprehensive training plan (with your approval) that will ne delivered to your service sales consultants.
We will train them in a classroom environment. This can be done before or after hours if desired. But many of our clients prefer to have the advisors attend these sessions individually or in small groups so that there is little or no disruption to the day's business. Once we have the classroom sessions complete, we will work with them one-on-one in roll play activities. These are designed to ensure that they have committed the process to memory and are able to perform it on demand. Finally, we will them spend time side-by-side during actual customer interactions providing immediate feedback.
Sustainment is a key component of this process. We will include the service manager (or other designated individual) in much of the training. But particularly in the role playing and coaching activities. This is designed as a train-the-trainer element to ensure that there will be someone in the store that will champion the process when your CARS™ Consultant is not. This process typically takes place during a 4-day Tuesday to Friday week with a 2 day follow-up about a month later.