Service Advisor Online Service Menu Training Course

Short Training movies + discussion/role-playing guides
- used by Service Managers/Trainers for structured training
- optionally register advisors individually for self-paced learning or directed learning with progress tracking

 * Movie * Service Department Challenges (3:34)
 Discussion - Service Department Challenges: Your Current Process
 * Movie * CSI, Delighted Customers and Retention (2:52)
 Discussion - CSI
 * Movie * Maintenance Services - What and why (6:51)
 Discussion - Maintenance Services: Current Performance
 * Movie * Mechanics of navigation, links and menu features (11:58)
 Role Play - Mechanics of navigation, the links and setup
 * Movie * ‘Standard’ and ‘Top-shelf’ maintenance presentation (9:37)
 Role play - ‘Standard’ and ‘Top-shelf’ maintenance presentation
 * Movie * Database and Sales Presentation Booklet (8:45)
 Discussion: Database and Sales Presentation Booklet
 * Movie * - Reporting overview - using Accept and Decline (9:58)
 Discussion: Reporting overview - using Accept and Decline

Dealership - All Personel

Seven Steps to a Professional Service Lane Selling Process

  Service Department Challenges (3:34)
 CSI, Delighted Customers and Retention (2:52)
 Maintenance Services - What and why (6:52)
SEVEN STEPS: BEST PRACTICE
 Appointment Setting (6:31)
 Pre-appointment Preparation (3:31)
 Primary Opportunity (4:12)
 Advisor Opportunity (5:12)
 Technician Opportunity (5:16)
 Active Delivery (2:54)
 Customer Follow-up (2:38)

Dealership - Service Advisor

Pre Visit Preparation - Connect BDC . Pre-appointment Prep - Advisor Presentation

 Dealer-advisor-001 - Appointment - pre-appointment - SK003 - Summary Slides
 * Movie * Appointment Setting (5:18)
 Discussion Guide - Appointment Setting
 * Movie * Service Call Guide (4:00)
 Discussion Guide - Service Call Guide
 * Movie * Parts Call Guide (2:06)
 Discussion Guide - Parts Call Guide
 * Movie * The Goal - The Advisor Opportunity (3:53)
 Discussion Guide - The Goal - The Advisor Opportunity
 * Movie * Pre-appointment Preparation (4:23)
 Discussion Guide - Pre-appointment Preparation

Primary Opportunity - Meet and Greet . Walkaround . Introduce Maintenance . Inspection

 Dealer-advisor-002 - Primary Opportunity -TalentLMS SK004 - Summary Slides
 * Movie * - Primary Opportunity - What the Customer Came In On (3:31)
 Primary Opportunity - What the Customer Came In
 * Movie * - Walkaround - Other Obvious Needs (2:57)
 Walkaround - Other Obvious Needs
 * Movie * - Advisor Opportunity - Other Maintenance (6:00)
 Advisor Opportunity - Other Maintenance
 * Movie * - Technician Opportunity - Introducing the Inspection (3:12)
 Technician Opportunity - Introducing the Inspection

Advisor Opportunity - The Maintenance Service Presentation

 Dealer-advisor-003-Advisor Opportunity-Maintenance Presentation-SK003-slides
 * Movie * Overview (7:19)
 Overview
 * Movie * Be Prepared on What You're Going to Say and When (6:12)
 Be Prepared on What You're Going to Say and When
 * Movie * ‘Standard’ and ‘Top-shelf’ maintenance presentation (9:37) (clone)
 Role play - ‘Standard’ and ‘Top-shelf’ maintenance presentation (clone)
 * Movie * Establish the Need . Solution . Benefit (3:04)
 Establish the Need . Solution . Benefit
 * Movie * Ask for the Order (2:35)
 Ask for the Order
 * Movie * Basic Response to 'No' (6:11)
 Basic Response to 'No'

Technician Opportunity - Presenting Needed Repairs

 Dealer-advisor-004-Technician Opportunity-Presenting Repairs - SK002-slides
 * Movie * Overview - Setting up the Inspection (7:08)
 Overview - Setting up the Inspection
 * Movie * The Inspection Itself (5:48)
 The Inspection Itself
 * Movie * Repair Presentation Sequence (5:21)
 Repair Presentation Sequence

Active Delivery - The Key to Customer Retention and CSI . Follow-up

 Dealer-advisor-006 - Active Delivery - SK002 - slides
 * Movie * Overview (4:07)
 Overview
 * Movie * Be Prepared (1:50)
 Be Prepared
 * Movie * The Active Delivery Sequence (6:42)
 The Active Delivery Sequence
 * Movie * Customer Follow-up (2:07)
 Customer Follow-up