Fixed Operations Workshop Client Support Pro and Client Engagement Pro (37.5 hours for New Staff)
This workshop is for new or potential hires, parts people and Service Writers
- Incorporating the digital tools and realities, adapting to the evolving technologies, and interaction touch points
- The Buying and selling cycles
- The “Service walk around.”
- Fundamentals of the customer interview
- Introduction
- Confirm the work
- Walk around using tablet
- Recommend service
- Explain pricing quote versus estimate
- Permissions to proceed
- Keeping in contact
- Payment and collection of vehicles
- Increasing sales as well as hours per CRO
Content - Best Practices
- Understanding your role
- Digital touch points and strategies
- The buying process (Like-Listen-Believe)
- The selling processes
Follow up In-Store Training Days
Fixed Operations Client Support Pro and Client Engagement Pro
- Dealer or General Manager progress review
- One on one reviews with the Managers
- Reviewing, analysing and interpreting KPI’s
- Performance reviews
- Overcoming challenges
- One on one training with the Parts people and Service Writers
- Train into the gaps
- Phone skills
- Role (or) real play
Course Objectives
- Discovering the greatest opportunities for growth
- Enhanced training in self direction within a team
- Responsibly monitoring activities and accountability
- Developing advanced selling skills
- Regulate inventory management
- Managing customer expectations
- Learning the DMS and CRM (PBS)
These skills will lead to an increase in competency, advancement, job prospects and employability for the trainees.
Evaluation and grading processes
All Trainees are recommended to the next level based on:
- A written progress report from the Trainer after every visit.
Reviewed in person with the General Manager. - Hours completed (22 minimum to attain the next
levels of competency) - Instructor evaluated competency, based on in-store observation (Live training) and a practical test that is generally 1-2 Hours depending complexity of the scenario provided.