We continue with the second instalment of our much requested series on the 5 key touch points in your service department. Darren Bedford joins us again, to provide expert guidance for your team with the vehicle drop off.
What does a good vehicle drop off look like these days? We have self-service options with 100% of upsells offered to 100% customers, 100% of the time. Is the human interaction still needed?
Although we are not talking about the vehicle health check in this episode, it’s important that the VHC is explained and it’s the last thing the customer is left with at the drop off.
Some simple actions explained in this episode that can made a big impact in your productivity and upsell success. The next instalment of this series will be the VHC.
Here are the highlights:
{00:55} 5 Touch points refresh
{08:28} What is a good number of people for service advisor to see in a day
{14:08} Look at the previous VHC
{17:05} Explain the VHC, build trust in amber work
{22:52} Air Conditioning Service
{33:02} Desk Aids
About Symco Training:
Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only inspiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.
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