Course Curriculum
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01
Introduction
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Service Agent Role in Business Development
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Service Agent Daily Expectations
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Knowledge Check
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02
Service Phone Skills
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Help the Customer Manage the Maintenance of Their Vehicle
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The Importance of an Alternative Service
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Why You Need Service Scripts
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Pattern Interrupts
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Understanding Your Unique Servicing Proposition
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Knowledge Check
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03
Service Contact Strategies
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Verifying and Updating Customer Records
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Effective Service Messaging
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Knowledge Check
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04
Inbound Service Calls Step-by-Step
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Greeting
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Name and Number
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Customer Record Verification and Update
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Primary Concern
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Review Vehicle History
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Maintenance Upsell
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Check for Recalls
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Transportation Needs
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Set a Solid Service Appointment
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Confirm it in Writing
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Non-Maintenance Upsell
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Conclusion
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Inbound Service Call Role-Play Example
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05
Outbound Service Calls Step-by-Step
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Be Prepared
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Verify
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Get the Green Light
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Introduction
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Reason for Calling
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Non-Maintenance Upsell
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Final Steps
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Outbound Service Call Role-Play Example
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06
Handling Other Service Leads
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Handling Online Service Scheduling Requests
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Handling Onboard Vehicle Diagnostic Leads
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Knowledge Check
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07
Service Customer Follow-Up Activity
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Unappointed Service Leads
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Missed Appointment Service Leads
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Knowledge Check
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08
Proactive Service Campaign Activity
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Types of Service Campaigns
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Service Campaign Theory
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Service Campaign Mechanics
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Service Campaign Scripting
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Special Order Parts
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Scheduling Pre-Booked Maintenance
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Knowledge Check
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09
Service Customer Concerns and Objections
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Understanding Service Customer Concerns and Objections
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Building Value in Services
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Service Rebuttals
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Knowledge Check
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