"Generating Quality Service Lane Traffic" Part of the BD College - Unlimited Management Training Education Wing

Designed exclusively for:
Service Directors, Service Managers, Service Development Managers, Service Advisors, Service Development Coordinators, and BDMs.

When is this course offered?
Bi-monthly - See Calendar (2 1/2 days, 9:00 a.m. - 5:00 p.m.)

Our objective:
Teach your SDC how to implement a Service Appointment Cycle that will:

• Grow service revenue
• Drive and increase service appointments
• Increase up sell opportunities
• Improve service satisfaction
• Create solid campaigns
• Generate more service opportunities

Why attend?
An effective Service Development Process will enable your dealership to sell more service, operate more efficiently, deliver world class customer service, improve profitability, and build loyalty for your entire dealership. Traver's BD Boot Camp for Service is a critical component of any successful Service Development process.

Maximizing your Service Development Process requires a collaborative effort between sales and service. In many dealerships there is a gap between the two departments. This gap costs dealerships thousands of dollars a month in both sales and service business. Traver's Service Development approach bridges this gap and is easy to deploy.

Service Development is an integral part of any successful BDC/CRM initiative. In fact, some dealerships choose to start with service first, and later expand their strategies to the front-end of their business. A successful Service Development process implementation ensures quick returns, predictable results, and a foundation for other successful BDC/CRM initiatives. Whether you start with a sales or service strategy, having both is a prerequisite for significant growth.

Traver's BD Boot Camp for Service will provide your Service Development Coordinators with the ability, strategy, and motivation to successfully implement this vision for growing your service business.

The following disciplines are mastered during this two-day course:

The 4 Keys to a Service Development Process

1. Service Appointment Cycle

• Build a solid strategy for managing your appointment opportunities daily.

2. Rapport Building Skills

• Communication skills - Help you address the following situations:
  Why isn't my car ready?
  Why isn't it covered under warranty?
  It is going to cost what? How much?
  Why can't I get in today?
  I need my car back quickly…
  
• Rapport skills (DiSC^®) - Help you build advocacy. Customers can be much more than just "Customers."

3. Inbound Skills for Setting Appointments and Improving Satisfaction

• Improving guest information gathering
• Service Lead to Appointment Conversion (phone calls and electronic leads)
• Service Status Updates (reactive)

4. Outbound Skills for Setting Appointments and Improving Satisfaction

• Building Campaign Calls
• Appointment Setting
• Appointment Confirmation Calls
• Appointment No-Show Calls
• Outbound Status Update Calls (proactive)
• SSI/Quality Survey Calls