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Daily Training Results in Success

in obtaining a “world-class experience.” Role-play- then upcoming needs that may not be urgent. Take
ing the meeting and greeting guest at their vehicle. turns with your presentation partner, concentrat-
Identifying the primary reason for our guests' visit, ing on your delivery form, and the smoothness and
offering a walk-a-round of the guest’s vehicle with confidence of your knowledge. Work on the review
the guest involved, establishing trust and a com- of the multi-point inspection results, that our guest
mon bond with our guests, and overall participa- had previously approved performing. Ask your part-
tion with our guests in verifying any visible needs or ner to throw in a few objections, such as we dis-
recommendations to establish safety and reliability. cussed on day two, and provide dialog to overcome
A review of the previous history of previously de- them.
clined recommendations and a service menu that
mirrors the factory recommendations based on Day four would be a wonderful time to practice,
time of usage or current mileage must be included. train, and coach our team, including role play on
We must build value-added service by discussing our active delivery process. A proper active delivery
and obtaining our guest's permission in performing must include a line-by-line review of the invoice, in-
a complimentary multi-point vehicle inspection and cluding associated charges, specific warranties on
provide any estimates of pricing on agreed-upon the services, upcoming maintenance service due, or
services and fees that may be related to diagnosis. the importance of any declined recommendations.
Let us then provide our guests with an agreeable After payment has been accepted, let us pre-set our
time of status updates, transportation needs, or guest's next appointment and then escort them to
other amenities such as a complimentary car wash. their vehicle, providing a sincere thank-you, and a
request for their consideration in recommending
On day two, we can practice, train, and coach on yourself and your dealership to friends and relatives
customer sales objectives. After all, a service advi- for their automotive needs.
sor’s role is a sales position. Selling with integrity to
Mike O'Neill
Consultant / Coach provide our customers with a long-range ownership Finally, on day five let us work on training removal of
M5 Management Services, Inc. experience that provides a lower cost of ownership, slang, and what to replace it with. Let us illuminate
reliability, and safety of their vehicle, protection of “check it out,” “diag.,” “tear it down” and replace it
their investment, and satisfaction in the products with words such as properly diagnose, disassem-
nboarding a new service advisor training typically involves shadowing that we represent. The most common objections ble, and report findings, etc.

Oanother advisor to get acquainted with the various forms of software, DMS, are time, money, and transportation needs. Do we
manufacturer site, Multi-point inspection forms, extended warranty sites, etc., have solutions for all? Do we have shuttle rides, ride Let us all commit to prioritizing a few minutes a day
to training and coaching our team, having a daily
share, taxi, public transportation, rental, or loaner
followed by a week of observing a senior advisor, who in many cases has been cars available? Many retailers now offer third-par- training agenda, and mixing up activities, so our
poorly trained, of their customer service skills, and perhaps a “playbook” on how ty financing, with 90 days interest-free available. team looks forward to strengthening their skills,

to conduct business. Is that enough? By offering our guests these choices, we often can improving our performance, and most importantly
eliminate the objection of a time restriction. I en-
growing our business with profitability, customer
courage you to provide your service advisors “word retention and satisfaction, and employee satisfac-
Athletes, musicians, teachers, police, firefighters, Daily service advisor training needs to be a part of tracks” that we coach and practice to these com- tion.
coaches, singers, and dancers, all train daily to per- our daily regimen. We need to carve out 15 minutes mon objections.
fect their skills and crafts, however in the custom- daily before opening our doors, to maintain and From a complete Service Department Assessment
er service business and in the automotive service sharpen our customer service skills. On day three, let's devote ourselves to presenting to targeted Classroom Service Advisor Training op-
business, training occurs on an “as-needed” basis an estimate for approval. Split up into teams of two tions, I am here to assist you with all of your Fixed
or when we can “fit it in.” Certainly, most service ad- Let us start the week by reviewing our service drive and use an estimate from the previous day that may Operation improvement custom-tailored to your
visors take their manufacturer online courses, but is processes. The service reception is the first impres- have not been approved. Practice should include specific needs. For more information feel free to
that enough? sion that our guests receive of our culture, and it prioritizing the recommendations, safety, and re- contact me anytime at (443) 235-3429 or mike-
sets up the image of what our guests can expect liability first, immediate maintenance needs, and oneill@m5ms.com.

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