Auto University Service Process Implementation Agenda- Customized for your dealership.

We will work with your Managers, Service Consultants, Cashiers and Receptionists throughout the visit to ensure that steps in the process are properly implemented. Some areas that are covered during the visit include:

1.  "On the Phone" - Reservation Setting Techniques

2. Preparation for following day reservations -"The Night Before"
   - Reservation confirmation
   - Preparation of pre-work folder and all necessary inclusions

3. "At Your Vehicle"
   - Techniques for proper greeting of client
   - Use of Report Card and Coaching for Presenting the Inspection Report
   - Presentation of a Maintenance Menu and Coaching on Menu Presentation Techniques
   - "Walk-Around" Techniques and Coaching
   - Obtaining client approval-use of PAC

4. Selling Service:
   - Starting by repeating the customer's wants and needs
   - Presenting the features and benefits that are important to the customer
   - Assessing the customer's reactions, feelings and opinions
   - Getting the customer involved
   - Stimulating desire; use imagination and the senses (sight, sound, touch, smell, taste).
   - Tailoring all presentations to the customer's dominant buying motivators
   - Making the walk-around different and unique
   - Lead with questions, rather than pulling with statements

5. "The Wrap Up" when the work is completed - Coaching techniques for proper delivery of vehicle to client, explanation of services performed and marketing/preparing client for next service reservation.

6. Active Delivery
   - Solidify the customer's service experience.
   - Continue to make the customer feel welcome.
   - Tell your customers you appreciate their business and want them to come back.
   - Build customer loyalty and long-term relationships.

7. "Last Chance to Impress"
   - Follow up with client
   - Use of delivery script
   - CSI Review
   - Thank you and confirmation of next reservation

8. Closing Meeting with Dealer Principal/General Manager
   - Action Plan for next steps
   - Auto University will track "Key Process Indicators" - submit the numbers online to track monthly progress of your dealership.

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