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| The Basics in the Service DriveThe fundamental way to improve service department profit is to treat every customer repair order as an opportunity, and maximize every sale. The key is to understand fully, the potential that exists in 3 areas. Captive SaleThe customer brings the vehicle in for a reason; something needs attention. This is the natural sale. Service Advisors Point of saleThe most difficult sale, is when the service advisor needs to create a need for, and present preventative maintenance service based on vehicle mileage and customer service history. Few service advisors have the skills or training to create a need for additional recommended services, and present a solution to their customers...every time. Too often they rely solely on the technicians to find items during their inspections, and even then may feel nervous about a presentation to the customer. The service drive point-of-sale is at the walkaround. Observations made here, lead to additional recommendations for additional repairs that would otherwise slip by. Presented properly, the service advisors sale can be a lot easier than it's perceived to be. Technicians Maintenance Inspection SaleThis sale is based on the proper visual inspection of all vehicles by the technician, with recommendations to the service advisor. The best service managers ensure that there is accountability for both technicians and service advisors, to maximize results from this important area. The SolutionWe help dealerships maximize results from all three areas of sales potential by:
This combination of methods ensures that service advisors are educated, encouraged and motivated to make a proper presentation, every time, with every customer...always...and that service managers have the tools necessary to operate their departments at peak efficiency...every day. |
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