The Walk Around is the most powerful customer focused selling tool in a Service Consultant's tool box. The video assumes that a complete appointment was made using the Pre-Work Order Folder and the customer was advised by the service the he would be expected. The key elements you will observe during the walkaround are listed below:
|
- Be prepared
- Greet the customer on the drive
- Welcome appointments with "We've been expecting you!"
- Introduce the Report Card
- Introduce Service and Accessories menu
- Inside the car -
- Confirm VIN
- Confirm and say mileage out loud
- Pop the hood
- Turn on the lights
- Obtain permission to perform the walk around
- Inspect the tires
- Complement the vehicle
- Offer accessories when applicable
- Note damage or wear items
- Open the hood
- Inspect fluids, belts
- Make service recommendations
- Complete the RO
- Confirm follow up and completion times
- Obtain Authorization
|
|
| For questions regarding the Service Walk Around or other Auto University training materials, contact Shawn Ryder, Vice President - shawn.ryder@autouniversity.com. |
