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| This unique audio and visual program teaches every step of the selling process,
both basic and advanced, and reinforces the sales training with valuable role
play scenarios. |
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| All Courses |
Click the 
symbol to expand the Modules and review Segments titles. |
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Segment 1 - Introduction
Introduction to the Service Advisor Road to the Sale
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Segment 2 - Price vs Value
Understanding the concept of Price vs Value Relationship
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Segment 3 - The Greeting and Reception - Part 1
The elements of the "Meet and Greet"
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Segment 4 - The Greeting and Reception - Part 2
The Greeting and Reception continued
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Segment 5 - Addressing Customer Concerns
How to address the customer's concerns
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Segment 6 - The Vehicle Walk-Around - Part 1
Taking control of the vehicle walk-around
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Segment 7 - The Vehicle Walk-Around - Part 2
The actual process of the vehicle walk-around
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Segment 8 - Selling From Service History
Why is reviewing service history important?
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Segment 9 - The Sales Presentation
Why you must make the Sales Presentation to every customer
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Segment 10 - Advanced Sales Techniques - Feature and Benefit Selling
The difference between just selling Features and Features & Benefit Selling
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Segment 11 - Advanced Sales Techniques - Handling Objections
Objections are your Friend!
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Segment 12 - Advanced Sales Techniques - 10 Common Objections
How to handle the 10 most common objections
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Segment 13 - Advanced Sales Techniques - 10 Common Objections - con't
How to overcome the 10 most common objections
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Segment 14 - Completing the Write-up
Why the Write-up is so important
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Segment 15 - Pro-active Communications
How and why you should be pro-active in you communications with customers
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Segment 16 - The Active Delivery
The importance of a good delivery of the customer's automobile
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Segment 17 - Follow-up
How to perform a professional follow-up
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Segment 18 - Commitment to Excellence
Your continued success in being a professional Service Advisor
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Segment 1 - Features, Advantages, Benefits - What's the Difference?
The differences between these selling techniques and how to utilize all of them to maximize sales.
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Segment 2 - Rotate, Balance, Alignment
How to sell even the simplest of jobs by building value through the use of features, advantages and benefits.
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Segment 3 - Cooling System Service
How to sell this service with credibility and professionalism by using FAB selling.
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Segment 4 - Brake Service
We created our competition by being uncompetitive, now it`s time to win back our customers.
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Segment 5 - Tune-ups
How to sell more of these competitive jobs and how to win back this business from our mass-merchandiser competitors.
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Segment 6 - Transmission Service
Most customers don't know what we do on a transmission service. That`s why it`s important to discuss the features, advantages, and benefits of our service.
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Segment 7 - Drive-Line Service
How to use FAB's to sell more of these important services.
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Segment 8 - A/C Service
If we don't build value and just shoot prices for this service - you guessed it - the customers are going somewhere else.
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Segment 1 - Objections Are Your Friends
Why objections are important in the selling process.
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Segment 2 - I'm Selling/Trading This Car Soon
Power phrases to use when preented with this particular objection from a customer
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Segment 3 - I Do My Own Maintenance Work
How to address this objection and the key points and power phrases to use to get business
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Segment 4 - I'll Do It Next Time - Session 1
How to proactively address this common objection and earn business today
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Segment 5 - I'll Do It Next Time - Session 2
How to proactively deal with the real objections behind this statement
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Segment 6 - I Don't Need Any Maintenance until 100,000 Miles
How to overcome this misperception in a positive and profitable way
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Segment 7 - All You're Doing Is Inspecting My Vehicle
Techniques and word tracks to overcome this common objection - especially with maintenance menus.
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Segment 8 - My Mechanic Does My Maintenance - Just Do the Warranty
How to overcome the objection and earn the customer's business
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Segment 9 - My Owner's Manual Doesn't Show Those Services
How to address this objection and utilize the owner's manual to sell more service with credibility.
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Segment 10 - I Don't Have Time Today
How to deal with this frequent objection/excuse on a proactive and reactive basis.
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Segment 11 - I've Never Had to Do This Service Before
How to educate our customers as to the complexity of today's vehicles and the need to perform critical services and inspections.
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Segment 12 - I Don't Have the Money
Understanding what's behind this objection and some key phrases and role-play to help overcome this objection and close the deal.
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Segment 13 - Just Do the Oil Change and the Rest Can Wait
If we don't take the time to build value in our maintenance presentation, then we will hear this objection often.
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Segment 14 - I Need to Talk to My Spouse/Other Person
How to deal with the third baseman and address this objection to close the deal.
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Segment 15 - If I Don't Do Maintenance, Will It Void My Warranty?
How to deal with this objection/question in a non-negative or threatening way and still close the deal.
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Segment 16 - Why Isn't This Maintenance Covered Under Warranty?
Customers can sometimes have misperceptions as to what is or is not covered under warranty based on the vehicle sales experience and/or advertising by the manufacturers.
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Segment 17 - I Have a Bumper to Bumper Warranty
How to address this misperception by utilizing the customer's warranty book and by positioning ourselves on the side of the customer.
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Segment 1 - Improving Your Closing Ratio
The importance of closing ratios and how to utilize a simple but effective follow-up system that will help you close more estimates/quotes.
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Segment 2 - How to "Up-Sell" With Confidence and Integrity
How to determine what is a proper balance that is good for the customer and good for the dealership. A look at jobs that we typically under-sell and are losing to our competitors.
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Segment 3 - The Phone Shopper - What Do They Really Want?
How to turn the phone shopper into a service customer.
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Segment 4 - How to Make the Follow-Up Sales Call
This can be the most valuable 30 minutes you spend every day
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Segment 5 - Using Factory Maintenance Recommendations Effectively
How to use the customer's owner's manual to sell more required maintenance.
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Segment 6 - Extended Maintenance Intervals - What's The Right Recommendation?
Manufacturer's intervals are a minimum requirement. We'll explore what we call the Grandma Rule.
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Segment 7 - Words, Signs, and Symbols That Create Negative Impressions
The factors that can will affect the quality of your customer's service experience.
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Segment 8 - What Do Those Words Mean? (RO, NPF, VIN, CV Boot)
Acronyms and technical language can confuse our customers and short-circuit the sales process.
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Segment 9 - Selling Diagnosis
Customers resist paying for diagnosis because we often don't take the time to build the value of what we do.
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Segment 10 - How to Sell Tires and Batteries
How to sell these products, compete with aftermarket competitors, and not lose your customers.
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Segment 11 - Closing Techniques - Session 1
Successful and easy-to-use closing techniques that will help you lead the customer to a buying decision
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Segment 12 - Closing Techniques - Session 2
More successful and easy-to-use closing techniques that will help you lead the customer to a buying decision.
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Segment 13 - Selling Minor Services
How to present these add-ons to increase sales per repair order.
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Segment 14 - How Customer Fear Affects Your Performance
How to help customers feel comfortable making a buying decision with your service department.
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Segment 15 - How to Up-Sell the I Just Need an Oil Change Customer
How to use these visits to build on the more profitable visits, and when and how to up-sell.
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Segment 16 - How to Close the Skeptical Customer
Skeptical customers need to be handled using flanking questions as opposed to a head-on approach.
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Segment 17 - How to Close the Unsure Customer
How to turn unsure customers into sure and loyal customers.
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Segment 18 - Flush for Success
Features, advantages, and benefits of all the flushes that you should be selling to your customers.
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Segment 19 - Selling to the Lease Customer
How to overcome the typical objections to maintenance from the lease customer.
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Segment 1 - Today's Service Customer
The customer is changing all the time. Utilizing our professional advantages over our competition to increase our share of the business.
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Segment 2 - Managing Customer's Time Expectations
Understanding the importance of time and convenience to the customer. How to under-promise and over-deliver.
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Segment 3 - Perception vs. Reality - Dealership Quality
How to build positive perceptions and reverse negative perceptions concerning our quality of work.
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Segment 4 - Managing Customer Expectations - Under-Promise, Over-Deliver
How to reduce customer expectations so that we can exceed their expectations in four critical areas: Wait times, appointment availability, price, and warranty coverage.
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Segment 5 - How to Ensure Your Customers Are Completely Satisfied
The key elements necessary to achieve completely satisfied customers to provide us with long-term and profitable business.
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Segment 6 - Male Customers vs. Female Customers
The sensitive and important topic of how to handle the different sexes.
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Segment 7 - Comebacks Are a Killer
The main causes of comebacks and what we can do to address these causes.
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Segment 8 - QC Pays
Reduce comebacks, customer inconvenience, low CSI, and heat.
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Segment 9 - Keep a Customer with a Problem from Being a Problem Customer
Often our actions can escalate that aggravation instead of relieving it.
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Segment 10 - The Upset Customer - When it's a Recently Sold Used Car
How to win back this customer and make him/her a loyal and profitable customer.
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Segment 11 - The Upset Customer - When it's the Vehicles Fault
How to become a hero to this customer instead of the enemy.
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Segment 12 - The Upset Customer - When it's Your or the Service Department's Fault
Phrases to say and things not to say to succeed in satisfying and retaining this customer.
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Segment 13 - The Upset Customer - When it's the Customer's Fault
How to handle and retain this customer when it's clearly the customer's fault.
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Segment 14 - Dealing with Different Customer Personalities
Understanding the difference between analytical and emotional decision-makers and how to deal with each personality.
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Segment 15 - Dealing with the Know It All Customer
How to win over this customer and avoid lose-lose confrontations.
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Segment 16 - Handling the Laundry List Customer
How to make this particular customer a profitable one instead of one we run away from.
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Segment 17 - Can You Cover This under Warranty? (Warranty is Expired)
How to turn this request into additional customer paid sales while not increasing your warranty expense per vehicle.
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Segment 18 - My Check Engine Light is on. Can You Reset It?
How to separate scans from diagnosis and use scans as a way to sell more diagnosis.
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Segment 19 - What's Your Labor Rate?
Why this question comes up; how to handle it when it does; and how to avoid creating the problem in the first place.
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Segment 20 - Customer Follow-Up after the Visit
The question is not whether we should do this, but how, when, and by whom.
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Segment 1 - Personal Success Strategies
Goal setting strategies and other techniques that can help make your career more enjoying and rewarding.
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Segment 2 - How to Maintain a Positive Attitude
Maintaining a positive attitude in what could be a negative climate is critical to Service Advisor sales success and a high CSI.
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Segment 3 - What Are Your Major Time Inhibitors
How to become more efficient with your time and how to ensure that the most important elements are taken care of.
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Segment 4 - Time Management - What Do You Do When You Cant Do It All?
How to be more efficient with the time available by being proactive and by using available dealership resources.
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Segment 5 - Ethics and Legalities
We must make every effort to avoid expensive and time-consuming litigation. How to handle customer situations ethically.
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Segment 6 - The Used Car Department - What Do They Really Want?
Your used car department is (or should be) your best customer. What you can do as a Service Advisor to build and or maintain this valuable business.
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Segment 7 - Managing Your Relationships with Dept. Managers
How to manage your relationships with the used and new car managers, parts managers and dealership upper-management.
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Segment 8 - Managing Your Relationship with the Sales Department
How to maximize your relationship with your new and used vehicle departments.
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Segment 9 - Managing Your Relationship with the Parts Department
The parts department and service department are like brother and sister and have to maintain a good working relationship for the benefit of the ultimate boss, the customer.
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Segment 10 - Managing Your Relationships with the Technicians
How advisors should interact and maintain critical working relationships with the technicians.
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Segment 11 - Managing Your Relationships with Other Service Advisors
How to maintain these relationships, just like any important relationship.
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Segment 12 - Dealing with the Slow Periods
We ll discuss how to drum up business from our existing customers rather 'than shoot-from-the-hip' advertising.
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Segment 13 - How to Effectively Load Your Shop
Fear of carryovers tends to create poor work productivity in our shop. How to increase throughput, labor sales, and our income.
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Segment 14 - Discounting on the Service Drive
Unauthorized discounting, misuse of coupons, missed estimates, and the numerous negative effects unauthorized discounting has on your service business.
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Segment 1 - Characteristics of Market Leaders
The techniques and methods that market leaders utilize to maximize their profitability and market share, and how we can apply those concepts to our business.
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Segment 2 - Customer Perceptions of Your Dealership
How to begin reshaping unrealistic customer perceptions that your service department is high priced, inconvenient, and provides low quality repairs.
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Segment 3 - Making Your Service More Convenient for Your Customers
How to address this critical customer concern.
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Segment 4 - One-Stop Shopping
Educating our customers to call us for all of their vehicle needs and stop losing them to our competitors.
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Segment 5 - CSI and Retention - How Are They Different
Both CSI and customer retention are critical elements of our business. The differences between them and how to improve in both of them.
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Segment 6 - Market Driven Pricing
Most industries and professionals utilize market driven pricing. We discuss the concept and how to apply it to your service department.
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Segment 7 - Is Your Labor Rate Priced Correctly In Your Market?
Why our labor rates are often too low and how other industries price their products and services.
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Segment 8 - Mystery Shopping Your Competitors
How to shop the competition and what to do with that knowledge to beat them at their own game.
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Segment 9 - Sell the Body Shop
Whether you have a dealership body shop or not, we can sell body shop services that will help cement our relationship with our customers.
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