Did you know that according to NADA’s 2017 Annual Report, the Service & Parts Department was the leader in gross profit for the average national dealer and has steadily increased over the past seven years? The New-Vehicle and Used-Vehicle departments? Not even close!
It’s clear that a lion’s share of the sales for most dealerships can be attributed to the Service & Parts Department. However, many do not realize the incredible impact that Service Advisors have on these figures. One poor experience with a misguided Service Advisor can cause a customer to retreat and even spread word to friends, colleagues, or a massive audience online regarding their experience. On the other hand, one great experience can create a customer for life and can result in an influx of new customers that were once beyond reach.
As part of MADA Education’s “Building Blocks for Success” training series, Service Advisor 101 is intended for both new and experienced advisors. Whether you’re seeking to introduce a new employee to the world that is Service & Parts or if you want to sharpen and refresh an employee’s skills, this is where the path to success begins.
Increase your dealership’s Customer Satisfaction Index (CSI) scores, build customer loyalty, enhance customer relationships, and increase your profits. Equip your Service Advisors with the skills and knowledge necessary to achieve these goals. Most importantly, create and retain Service Advisors that represent your establishment the way you envision day in and day out.
Your Service Advisors will learn, explore, and understand the factors that are essential to continual success.
They will learn…
Join us today as we develop and grow the essential assets for your dealership’s success.
- How to lower the natural sales resistance of any potential customer.
- How to properly guide and navigate customers through the purchasing process.
- How to create the perfect service appointment for both the customer and your dealership.
- How to make the most of an engaging and informative vehicle walk-around with a customer.
- How to inform and persuade customers to overcome their possible objections or worries.
- How to create a customer for life!
- …and more!
Presenter Highlight: Dan Hahn, Automotive Development Group
Dan Hahn began his automotive career as a porter at a luxury dealership, while attending college for automotive technology. He spent 15 years as a technician and service advisor before transitioning to the role of service manager at several large size metro dealerships. At one of them he managed over forty technicians and fifteen advisors. On top of being a Certified Master Technician, Dan is also an accomplished trainer and public speaker. Today, he works for a performance improvement company and uses his expereince to help dealerships across the country improve systems and processes to drive results.