1. Full Name I Company I Job Title I Email
“Making the Most of your
Service Customers
Time”
Jordan Duguay I DealerMine CRM I Training Manager I

2. Your Service Department sells the 2nd, 3rd and 4th.
‘Your Sales Department sells the first car.
Your Service Department sells the 2nd, 3rd and 4th.

3. Dealership Jiffy Lube Need Go to Website Book Appointment
Dealership Call to Reschedule
Appointment Reminder Call
Drive to Dealership
Find Parking
Wait for Advisor
Meet with Advisor
Wait for Shuttle
Shuttle to Work
Oil Change
Status Call
Call for Shuttle
Shuttle Back to Dealership
Wait in Line
Review Work Order
Pay
Receive Survey
Need
Drive to Jiffy Lube
Wait 10 Minutes
Oil Change
Pay

4. Overview Answer The Phone Minimize Transfers Free Up Advisors
Align Expectations
Presell Maintenance
Maximize Customer Interaction

6. Answer the Phone

7. Answer the Phone
80% of calls should be answered within the first 20 seconds.

8. Standard Phone Setup:
There are many variations to get the call answered.
This configuration gets the call in the most efficient manner.

9. Minimizing Transfers

10. Free Up Advisors

11. Align Expectations

12. Presell Maintenance

13. Customer Interactions

14. Recap and Questions Answer The Phone Minimize Transfers
Free Up Advisors Align Expectations
Presell Maintenance
Maximize Customer Interaction

15. Contact Info
Full Name: Jordan Duguay
Company: DealerMine CRM
Job Title: Training Manager