MODULE 1
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| DAY 1 |
WELCOME TO AUTOMOTIVE SERVICE |
|
What is a Professional Service Advisor?
Identifying Service Advisor Responsibilities
Structure of Retail Dealerships and Service Departments
The Culture of a Service Department
Interaction Between Service, Sales and Parts Departments
Industry Trends / Green Technology
Ethics |
| DAY 2 |
MEET AND GREETING THE CUSTOMER |
|
Understanding Customer Needs
The "Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training
Who Will Be Paying for Repairs?
Obtaining Authorizations for Warranty Repairs
Alternative Transportation |
| DAY 3 |
INTRODUCTION TO REPAIR ORDERS
|
|
Service Advisor Computer Training
7 Steps for Effective Write-Up
The R.O. and Service Drive Sales
The Three C's
Vehicle Identification Numbers
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training |
| DAY 4 |
THE VALUE OF A TECHNICIAN |
|
Diagnosing the Problem
Interpreting Technician Notes
Service Acronyms and Terms
Pay Plans
Technician Efficiency
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training |
| DAY 5 |
SCHEDULING APPOINTMENTS |
|
Quality Control
Delivery
Preparing Estimates
Follow Up
Working with Fleet Accounts
Service Advisor Computer Training
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training |
MODULE 2
|
| DAY 1 |
ON-GOING EDUCATION |
|
Kaizen – Philosophy of Continuous Improvement
Learning To Educate the Customer
Vehicle Operation
Understanding Laws and Regulations
Ecological Best Practices / OSHA Compliance
Service Advisor Computer Training
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training |
| DAY 2 |
CUSTOMER SATISFACTION INDEX – CSI |
|
CSI Certification
Customer Expectations
Fixed Right the First Time
Building Trust
Dealing With an Upset Customer
Service Advisor Computer Training
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training
|
| DAY 3 |
THE SALES PROCESS |
|
Understanding Features and Benefits
Up-Selling and the Use of Service History
The Use of Menu's
Value-Price Leaders
Selling Value
Overcoming Objections
Tips
Service Advisor Computer Training
"Walk-Around" / Role Play Practice, Live Service Drive
“Walk-Around” Video Training |
| DAY 4 |
THE PROFESSIONAL ADVANTAGE |
|
The Value of Building Rapport
Telephone Procedures and Their Importance
Communication and Its Importance
Alternative Dealerships
Active Delivery
Goals
Service Advisor Computer Training
Meet & Greet / Walk-Around Video Final Exam |
| DAY 5 |
WORKING SERVICE DRIVE |
|
Field Trip / Working Service Drive
Review
Resume Building
Interview Techniques
Internship Interviews
Two week Internship Program available to
Qualified graduate students. |
