Gold level Service Advisor
This training program aims to introduce the knowledge and communication skills required to develop Service Advisors, from new to the position to experienced "Gold Medal" standard.
This course is designed for an Automotive manufacturer or large dealership group, with Service Advisors across multiple sites.
The course content described below is generic, with elements within the framework able to be varied to suit specific manufacturer requirements.
Bronze Level - 2 day course
- Understanding your role as a Service Advisor
- "Looking through the eyes" of a Customer.
- Manufacturers brand history
- Customer journey through the service department
- In-depth investigation into the process and procedures, from appointment to invoicing, then follow-up.
- Today's Customer's expectations
- The role of a Service Advisor
- Skills, knowledge and required behaviours
- Safety in the workplace
- Introduction to key selling principles
Silver level 1 - 2 day course
- What is "Service"
- Who are the service team customers?
- Selling service
- Why service at my service department?
- CRM - Customer Relationship Management
- "Voice of the customer" - understanding customer feedback
- Service Customer retention
- Developing a promotional plan
- Effective Communication
- Communication theory/skills/styles/methods
- Non verbal communication
- Active listening
- Telephone and email dos and don'ts
Silver level 2 - 2 day course
- Customer behaviours
- DISC behaviour types
- Selling to behaviours
- Top selling principles
- Product knowledge
- Features and benefits
- Selling dos and don'ts
- Working with our Parts colleagues
- Why buy genuine?
- Customer's view of manufacturer's warranty
Gold level - 2 day course
- Top selling principles - review
- "Ask for the Sale"
- Service department key performance indicators (KPIs)
- Understanding the key department measures
- Monitoring our performance
- Service Advisors role and responsibilities
- Job description
- Working as a service team
- Developing departmental checklist and process maps
This course is available as;
Face to face delivery.
Each session has been developed around Advisor engagement with their peers, with workbook exercises and in dealership case studies. Ideal class size limited to twelve Advisors.
Virtual classroom sessions.
This program is also available via virtual classroom, across multiple sessions.
All students will be supplied with session workbooks, Advising checksheets, and telephone support.
Click on the link below to express your interest in this program. We will be happy to discuss your individual requirement and develop specific content to met your needs.