Service Advisor Online Training - Fixed Ops multi page flier - Mary

Service Advisor Online Training • Introduction • Reasons Why Customers Do Not Use Our Service Department • The Secondary Repair Facilities • Dealership Service Center versus Secondary Repair • Perception of Repairs at Dealership • How to Change Customer Perceptions • Service Writer Versus Service Advisor • Facts About Service Writer • Role of a Service Advisor • What the Customer Wants in their Service Experience • The Attribution Theory • 8 Rules to a Great First Impression • Inbound Phone Call Facts • How to Get More Appointments • What Makes Customers Mad When Calling the Service • Phone Scripts • Hourly Rates • Preparation for Customer Appointment • The 5 Repair Categories • The Meet & Greet • The 7 Meet & Greet No-Nos’ • The Pros/Cons of a Service Lane Walk • Diagnostic Questions • The 5 Words You Should Never State • Creating Dialogue • The Repair Order • Selling Maintenance • Service Up-sell • How to Make an Expensive Repair Look Like a Fair • Something for Nothing • Empathy • Active Listener • Customer Support • Customer Service • Dealing With Female Customerswww.davidlewis.com • Angry CustomersFor online course access registration or to enroll for courses available atthe Philadelphia / Montvale, NJ Training Centers contact Mary Mannella at [email protected] or call 800-374-3314, ext. 215

Fixed Operations Training Courses Entry Level Service Advisor - 4 Day Course (Non-Member $1195) A four-day course for the individual either just starting their career as a Service Advisor or an experienced Service Advisor who truly needs to get back to the basics of selling service. This course focuses on understanding the Service Customer, structured sales steps in the Service Lane, phone strategies, upsell techniques, objection responses and how to deal with rejection and stress. Who Should Attend: Entry Level Service Advisors, Experienced Service Advisors Advanced Service Advisor Program: 2 1/2 Days (Non-Member $995) This two and one-half day course is a complete program for the experienced Service Advisor who wants to take their productivity to the next level. This course places tremendous emphasis on truly understanding the Service Customer; both their perceptions of what they expect and how that perception affects the outcome of the visit. New and proven ideas will be presented for increasing service sales, how to do effective Service walk around presentations, ways to handle the Customer on the phone and methods for speeding up the Customer’s entire service visit. Additional topics will include: How to deal with Customer complaints, becoming a better listener and dealing with the stress of the job. This course is a must for all Service Advisors. Who Should Attend: Service Directors, Service Managers, Service Advisors Advanced Service Manager Program: 4 Days (Non-Member $1295) This four-day course is dedicated to providing experienced Service Managers with ideas, tools and techniques to grow and enhance their Service Department. The course is a complete A to Z course for all Service Managers who want to take the department to the next level. Ideas on team development, increasing revenue through better sales processes, how to track results, effective scheduling, the benefits of a quick lube and quick maintenance department, Service Advisor and technician bonus and pay plans, benefits of a Service BDC Department, the power of video in the up sell process and how to manage service expenses. Who Should Attend: Dealers, General Managers, Fixed Operations Directors, Service Managers Advanced Service Advisor Techniques (Members Only) This one-day course is an advanced A-Z program on understanding the Service Customer, upselling service repairs & maintenance and how to create a lasting relationship with every Service Customer. Phone strategies, sales processes and objection responses will be covered. This course will include extensive role playing and in depth discussion groups. Who Should Attend: Dealers, GM’s, Service Managers and Service Advisors Understanding the Service Customer (Members Only) This four-hour course provides the attendees with a snap shot of the Customers point of view when visiting the Dealership Service Department. Focus will be placed on why the Customer is so defensive, how to lower their defensive posture, verbiage to increase appointments and service revenue, understanding the power of pictures and video, how to expedite the pick up process and the difference in mood between a waiter and a drop off customer. This course is a must if you want to create a Customer experience they will remember. Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service Managers, Service Advisors For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

Effective Service Walk-Arounds (Members Only)This four-hour course teaches the benefits, process and steps to doing effective Service Walks in the Service Lane. Thestudent will study a Pro/Con balance of consequences of when to do the Service Walk, the value it brings to both theDealership and the Customer and when is the correct time to present an upsell. During the course, emphasis will beplaced on understanding the Customer’s defensive posture and how to lower it so that maximum effectiveness can occur.Who Should Attend: Service Directors, Service Managers, Service AdvisorsService Advisor Phone Techniques (Members Only)This four-hour course focuses on how to handle both the inbound Customer call and the outbound upsell servicecall. Concepts will be shared on how to avoid quoting prices over the phone, increasing the rate of appointments andeffective strategies for how to sell the Customer over the phone once their vehicle is already in the Service Center. Thecustomization of word tracks to fit the Advisors personality is a large part of this course.Who Should Attend: Service Directors, Service Managers, Service AdvisorsAdvanced Service Management Concepts (Members Only)A one-day course dedicated to providing experienced Service Managers with ideas, tools and techniques to grow andenhance their Service Department. Ideas on team development, increasing revenue through better sales processes, howto track results, effective scheduling, the benefits of a quick lube and quick maintenance department, Service Advisorand technician bonus and pay plans, benefits of a Service BDC Department and how to manage service expenses.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service ManagersService Staff Retention (Members Only)A four-hour course that addresses the ongoing issue of staff retention in the Service Department. Trainingand discussion groups on how to reduce the amount of missed work, minimized productivity and overall staffturnover. Ideas will be presented for bonus plans, group training and motivational concepts. Time will also bespent on ideas for recruiting and training new hires.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service ManagersAdvanced Service Revenue Creation (Members Only)This four-hour Management course focuses solely on service revenue creation. Processes will be shared; suchas expense control, staff pay plans and paid labor. This course is designed for the attendee to learn ways tomaximize all Service Department Revenue through effective management operations.Who Should Attend: Dealers, GMs, Service Directors, Service ManagersEffective & Profitable Express Service Processes (Members Only)This four-hour course provides both the Dealership considering an Express Service and those already operatingan Express Service with the newest ideas for success. Focus is placed on marketing, staffing, sales, operationalprocesses and ways for staying competitive in your market. Students will be exposed to practices that makeothers successful and points of failure; so they can recognize them if they occur in their Dealership.Who Should Attend: Dealers, GMs, Service Directors, Service ManagersManagement Service Advisor Training (Members Only)This four-hour course is designed to train the Service Manager on the proper service lane sales techniques.Effective Leadership starts with being able to train and motivate a person or group of people for success. Thiscourse teaches the Service Manager on the most progressive Service Lane sales concepts so they can thentrain their Service Advisors.Who Should Attend: Dealers, GMs, Service Directors, Service Managers For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com