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Fixed Operations-Eight Habits of Highly Successful Service Advisors

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Automotive Consultants Group
Automotive Consultants Group

This document provides guidance on key processes for service departments, including: 1. Setting appointments every 18 minutes to maximize throughput. 2. Using a phone script to set drop-off times rather than diagnose issues over the phone. 3. Preparing "pro-packs" with customer history, proposed services and pricing to review during appointments. 4. Employing listening skills, open-ended questions and focusing on customer needs rather than rushing to close the sale. Building relationships with customers is emphasized over aggressive sales tactics.

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Fixed Operations-Eight Habits of Highly Successful Service Advisors
1. 2. 3. 4. 5. 6. 7. 8. Appointments Daily Action Plan Proper Meet & Greet Listening Skills Walk-Around Process Service Menu Customer Promise Close the Sale
What is the first thing that must happen?
CHANGE!
We Must Know What Needs to Be Changed!
ACG’s Evaluation Process 1. Financial Statement 2. Personnel: Productive Vs. Non-Productive 3. DISC Evaluation (Potential) 4. Operational Structures 5. R.O. Survey
1. Knowledge = What & Why 2. Skill = How To, Practice 3. Desire = The Want To Do
When Knowledge, Skill, and Desire Intersect with each other we form a:
First...The Most Important Habit!!!! ? Nothing Happens Until You Make An Appointment ? Must have a Phone Script ? Must be able to take Appointments every 18 minutes ? Must Believe In The Appointment Process!!!
Service Manager Quote: “Guy…It Seems Like I’m Always Busy Because The Service Drive Is Always Packed In The Morning, The Phones Are Ringing Off The Hook, And We Are Always Moving Or Doing Something, However I Can’t Figure Out Why My Sales Per Repair Order Are Low and My CSI Is On The Lower 50 Dealer List?”
Don’t Mistake Activity For Productivity!
A Picture is Worth A Thousand Words! This is a Real Life “Service Writer’s” Day ? 7:00am ? 7:30am ? 8:00am
Most Dealers think if your “Busy” (cars lined out to the street) we are making Money!
Any Questions?
How Can We Do What Your Asking When We Don’t Have Any Time Now?
Train Your Customers To Come In Every 18 Minutes ? ? ? ? ? ? ? ? ? ? 7:18am 7:36am 7:54am 8:18am 8:36am 8:54am 9:18am 9:36am 9:54am 10:18am ?10:36am ?10:54am ?11:18am ?11:36am ?11:54am
Next We Need An Effective ? We must not Give Out Prices Over The Phone ? We must Not Diagnosis Over The Phone ? We must Give The Customer Options ? Never Ask A Customer, Would You Like To Make An Appointment?
Primary Reason for the Phone Script To Set A Drop-off Time! (Appointment)
Give the Customer Options! Morning or Afternoon? Monday or Tuesday? 9:18 or 10:36?
? Route Sheet ? Goals ? 15 Minutes before you open ? 10-2-4 Dr. Pepper Rule ? Before You Leave
? Time Bucket ? Carryovers ? Customer Information ? Call Back Times ? Communication
? ? ? ? ? ? ? Review Previous Days Success Did I Achieve My Goals? Review Today’s Appointments Check Drop Off Box At 10am-2pm-4pm Update Route Sheet Prepare Pro-Pack Before You Leave: Hat Tags, Printer has Paper, Route Sheet, Pens, 27Point Inspection Forms
What is a Pro-Pack?
? ? ? ? ? ? ? ? 10am-2pm-4pm pull your appointments Print out Pre-Writes Print out history Print out Recalls Review each and make notes Prepare Menu Prepare 27-point Inspection Put in a file for tomorrow based on the drop-off time (appointment)
Pro-Pack ? Walk-In ? Use Your Name ? Use Your Customers Name
Smile…It’s Contagious!!!
? You Have Two Ears and One Mouth ? Prime Item ? Additional Concerns ? Use Open Ended Questions ? Must Fix This First
? ? ? ? ? ? ? ? Have Pro-Pack Ready Meet & Greet Review Concerns From Pre-Write Ask If There Is Anything Else Wrong Check Lights (Counter Clockwise) Check For Dents Have Customer Pop Hood And Ask Them To Come Out And Watch Perform DAB A Lube
? Pro-Pack Should Have A Menu Ready Based On Time, Mileage, and History ? Have Options Ready ? Perform The Presentation Feature (Is) & Benefits (DO) ? Review DAB A Lube Results Feature (Is) & Benefits (DO)
? Review The Prime Item First ? Review Additional Add-Ons ? Give Them The Complete Price ? Give them a Promise Time
? Say: All I Need Is Your “OK” To Get Started ? Hand Them A Pen ? Don’t Say Another Word!!! ? He Who Speaks First Loses!!!
What About Objections?
If You Have Not Built A Relationship With Your Customer They Will Object! So……
You Can Get A Number of Books and Training on How to Make Your Customer say Yes! However if Your Customer ever “Feels” that you Closed them without Having Built a Relationship Two Things Will Happen!
1. They may Never Come Back and Tell 20 people How you Took Advantage of Them! 2. They Come Back and Complain How You Took Advantage of Them and Still Tell 20 People!
Remember: Think Of Your Customers Not For Them!
Fixed Operations-Eight Habits of Highly Successful Service Advisors

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Fixed Operations-Eight Habits of Highly Successful Service Advisors

  • 2. 1. 2. 3. 4. 5. 6. 7. 8. Appointments Daily Action Plan Proper Meet & Greet Listening Skills Walk-Around Process Service Menu Customer Promise Close the Sale
  • 3. What is the first thing that must happen?
  • 5. We Must Know What Needs to Be Changed!
  • 6. ACG’s Evaluation Process 1. Financial Statement 2. Personnel: Productive Vs. Non-Productive 3. DISC Evaluation (Potential) 4. Operational Structures 5. R.O. Survey
  • 7. 1. Knowledge = What & Why 2. Skill = How To, Practice 3. Desire = The Want To Do
  • 8. When Knowledge, Skill, and Desire Intersect with each other we form a:
  • 9. First...The Most Important Habit!!!! ? Nothing Happens Until You Make An Appointment ? Must have a Phone Script ? Must be able to take Appointments every 18 minutes ? Must Believe In The Appointment Process!!!
  • 10. Service Manager Quote: “Guy…It Seems Like I’m Always Busy Because The Service Drive Is Always Packed In The Morning, The Phones Are Ringing Off The Hook, And We Are Always Moving Or Doing Something, However I Can’t Figure Out Why My Sales Per Repair Order Are Low and My CSI Is On The Lower 50 Dealer List?”
  • 12. A Picture is Worth A Thousand Words! This is a Real Life “Service Writer’s” Day ? 7:00am ? 7:30am ? 8:00am
  • 13. Most Dealers think if your “Busy” (cars lined out to the street) we are making Money!
  • 15. How Can We Do What Your Asking When We Don’t Have Any Time Now?
  • 16. Train Your Customers To Come In Every 18 Minutes ? ? ? ? ? ? ? ? ? ? 7:18am 7:36am 7:54am 8:18am 8:36am 8:54am 9:18am 9:36am 9:54am 10:18am ?10:36am ?10:54am ?11:18am ?11:36am ?11:54am
  • 17. Next We Need An Effective ? We must not Give Out Prices Over The Phone ? We must Not Diagnosis Over The Phone ? We must Give The Customer Options ? Never Ask A Customer, Would You Like To Make An Appointment?
  • 18. Primary Reason for the Phone Script To Set A Drop-off Time! (Appointment)
  • 19. Give the Customer Options! Morning or Afternoon? Monday or Tuesday? 9:18 or 10:36?
  • 20. ? Route Sheet ? Goals ? 15 Minutes before you open ? 10-2-4 Dr. Pepper Rule ? Before You Leave
  • 21. ? Time Bucket ? Carryovers ? Customer Information ? Call Back Times ? Communication
  • 22. ? ? ? ? ? ? ? Review Previous Days Success Did I Achieve My Goals? Review Today’s Appointments Check Drop Off Box At 10am-2pm-4pm Update Route Sheet Prepare Pro-Pack Before You Leave: Hat Tags, Printer has Paper, Route Sheet, Pens, 27Point Inspection Forms
  • 23. What is a Pro-Pack?
  • 24. ? ? ? ? ? ? ? ? 10am-2pm-4pm pull your appointments Print out Pre-Writes Print out history Print out Recalls Review each and make notes Prepare Menu Prepare 27-point Inspection Put in a file for tomorrow based on the drop-off time (appointment)
  • 25. Pro-Pack ? Walk-In ? Use Your Name ? Use Your Customers Name
  • 27. ? You Have Two Ears and One Mouth ? Prime Item ? Additional Concerns ? Use Open Ended Questions ? Must Fix This First
  • 28. ? ? ? ? ? ? ? ? Have Pro-Pack Ready Meet & Greet Review Concerns From Pre-Write Ask If There Is Anything Else Wrong Check Lights (Counter Clockwise) Check For Dents Have Customer Pop Hood And Ask Them To Come Out And Watch Perform DAB A Lube
  • 29. ? Pro-Pack Should Have A Menu Ready Based On Time, Mileage, and History ? Have Options Ready ? Perform The Presentation Feature (Is) & Benefits (DO) ? Review DAB A Lube Results Feature (Is) & Benefits (DO)
  • 30. ? Review The Prime Item First ? Review Additional Add-Ons ? Give Them The Complete Price ? Give them a Promise Time
  • 31. ? Say: All I Need Is Your “OK” To Get Started ? Hand Them A Pen ? Don’t Say Another Word!!! ? He Who Speaks First Loses!!!
  • 33. If You Have Not Built A Relationship With Your Customer They Will Object! So……
  • 34. You Can Get A Number of Books and Training on How to Make Your Customer say Yes! However if Your Customer ever “Feels” that you Closed them without Having Built a Relationship Two Things Will Happen!
  • 35. 1. They may Never Come Back and Tell 20 people How you Took Advantage of Them! 2. They Come Back and Complain How You Took Advantage of Them and Still Tell 20 People!
  • 36. Remember: Think Of Your Customers Not For Them!

Editor's Notes

  1. Who Moved My Cheese!