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ESSENTIALS OF MANAGING THE SERVICE RELATIONSHIP

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Most dealerships today have an established “process” in the service drive and are good at moving customers and their vehicles through the service experience. In fact, they do a great job transactionally. It is often the interpersonal aspect of the process that is overlooked. This course explains and demonstrates how to influence customers in the service department to purchase needed services. Participants will improve their listening and speaking skills and will learn how to develop better rapport with customers. Working with other participants in groups, learners will perform tasks that require them to overcome common objections and practice/role play scenarios with realistic responses in their own words. This experience, coupled with segments on positive body language and specific words and phrases to use (and not use) with customers, makes this course a learning powerhouse in skills and knowledge that are not often learned and practiced.

  • Service Management
  • Service Advisors
  • Shop Foreman
  • Retention Specialists
  • OEM Dealer Contact Personnel
  • Overcoming Common Objections
  • Word Association
  • Power Phrases
  • Telephone Skills
  • Developing Rapport
  • Body Language
  • Paraphrasing
  • Offering Solutions
  • Empathizing with Customers
  • Closing Techniques

Pre-Class Input Sheet including performance numbers from Service Reports and 25 Service ROs.

  • Identify specific ways to overcome common objections expressed by customers on the service drive.
  • Practice using paraphrased responses to improve listening skills with customers on the service drive.
  • Substitute powerful words that will influence customers towards opting for needed services.
  • Use positive body language techniques to develop rapport with customers.
  • Improve closing performance by developing creative ways to confidently ask for the sale without seeming awkward.

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