In late 2002, Auto University expanded their efforts nationally and began delivering service drive process training that enhanced sales results and CSI quickly. These processes have been adopted by two major manufacturers and a retail service chain in Canada, with tremendous results in profitablility and customer satisfaction.

Service process training has been around a long time. For much of that time there have been only a few players in the field, and those players have been good at focusing on back end financial management. One of the more successful players has promoted a 5 step process for years that included a selling section, but selling on the drive and customer relationship interaction was never a successful focus in most stores.

Old dog adopts new process

Auto University was recently contacted by the Fixed Operations Director of a major dealer group in the northeast that employs Auto University and utilizes their service processes.  Because this group has multiple lines, the employees come in contact with a wide range of training companies and trainers. In recent weeks, many of them have attended workshops by one of the largest and oldest providers of service training in the industry.

Here's what he told Auto University:

- He was surprized to find that this company has moved away from their historic 5 step process to a new 10 step process that includes selling on the service drive and a walk around.

- Most of his team were grilled extensively by the trainers to find out exactly what, when and how Auto University did things in their dealership

The Auto University Response

While some companies might get angry about the fact that another company is copying their ideas, Auto University is actually quite flattered. Intellegence gathering is always important, said Shawn Ryder, an industry consultant and board member for Auto University. The thing that's important to note, says Schmoke, is this:

"This well known company modified their years-old process based upon the success of Auto University's process, which is the new industry standard."

If you've tried the old standard and haven't seen the results you had hoped for, pick up the phone and call Auto University right now!