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COURSE 1 – Introduction - Basic Skills Training Manual (BSTM)
Welcome to the Automotive Service Industry. As a Service Advisor, your primary focus is customer service. Customer service means to serve customers. Service Advisors that really like serving customers are usually well rewarded and enjoy a higher level of personal success. Success in the service lane demands focus on details to provide a superior customer service experience.
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COURSE 2 – INTRODUCTION – Customer Relationship Building Skills (CRBS)
Enhancing Customer Retention - Customer retention is really dependent on creating great customer relationships and having a sincere desire to provide a positive service experience to all customers. We must serve our customers and our dealership in the best interest of both.
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COURSE 3 – Condition Based Selling (CBS)
Enhancing Customer Retention continued - This is the beginning of the Prioritized Estimating Process with examples of how to use the PE Worksheet. Make sure all customer contact information is current and set an expectation of a realistic time to update customers on vehicle status. This gives you an opportunity to review the inspection results with the customer and recommend additional needed services.
