1. Copyright A.S.T. Training 2001 Generating Service Sales Using Motorist Assurance Program Standards

2. Copyright A.S.T. Training 2001 Service Advisor What are your primary functions ? What Skills must you possess? What are the customers thinking? Do you lead by example? How do you react to confrontation? Do you have a good relationship with your Techs ?

3. Copyright A.S.T. Training 2001 What Is A Service Advisor? Ambassador “An accredited diplomatic agent of the highest rank, appointed as the representative of one government to another.” This is not a job for the faint of heart!

4. Copyright A.S.T. Training 2001 Effective Communication What is your responsibility as a service advisor? What are some typical concerns a potential customer may have about doing business with a repair shop? What can you do to make the customer’s experience more convenient/pleasant?

5. Copyright A.S.T. Training 2001 Characteristics Of A Good Listener Facial expressions and body language Good eye contact Appropriate reactions Keep an open mind Do not jump to conclusions

6. Copyright A.S.T. Training 2001 Customer Interaction Do you think your shop could benefit from a standard procedure for greeting customers? What can you do to let the customer know you are listening? How can you promote your shop and yourself to a new customer? Goals: hit them hard or keep them coming back?

7. Copyright A.S.T. Training 2001 The Interactive Communication Link How can you use your role as service advisor to increase the quality of work performed at your shop? Do you have a system in place to rate a technician? If so explain…. How can you increase productivity of technicians? How can you make technicians feel valued?

8. Copyright A.S.T. Training 2001 Telephone Communication Skills First ring answer? Should we answer? Use a standard greeting? Never diagnose over the phone. Never rush the caller. Only quote prices for menu items. {LOF} Promote the safety check to help secure the appointment.

9. Copyright A.S.T. Training 2001 Making The Sale $$$ Why do people buy? 1. Circumstance {necessity} 2. Emotion {luxury}

10. Copyright A.S.T. Training 2001 Selling Challenges The best in the West story. What is the greatest challenge with dealing with difficult customers? How should you respond to a customer which badmouths another shop?

11. Copyright A.S.T. Training 2001 Conclusion What have we discussed in this course which you can immediately implement into your shop? Do you view your role as service advisor any differently after attending this course? Please share with us anything that you feel that your shop does that is truly unique or innovative.

12. Copyright A.S.T. Training 2001