Service Advisor Training
This program focuses on the following topics: Why Customers Buy, Multi-Point Inspection, Creating Amazing Presentations, and Overcoming Objections. Gain insight and knowledge from the foremost expert on Multipoint Inspections, Menu Selling, Commod...
Course content
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Lesson Introduction
What is your closing ratio? Customers bring many objections to the service drive, overcoming these objections, or preventing them can improve your closing ratio.
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Welcome
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Closing Ratio
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Quiz
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How It Works
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Quiz
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Lesson Why Customers Buy
Steve explains the reasons customers come into our dealerships and what they are looking for when they do. Learn about Value Propositions, the difference between customers’ needs and wants, and ...
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Selling Opportunities
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Quiz
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Like and Trust
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Quiz
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Customer Desires
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Quiz
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Value Proposition
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Quiz
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Needs and Wants
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Quiz
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Consumer Advocate
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Quiz
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Features and Benefits
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Quiz
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Part 1
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Quiz
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Quiz Review
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Part 2
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Quiz
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Exercise Review
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Quiz
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Dealership Review
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Quiz
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Dealership Power Statement
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Quiz
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Power Statement
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Quiz
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Features and Benefits of You
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Quiz
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Of You Review
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Quiz
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Features and Benefits Final Review
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Quiz
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Why Customers Buy
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Quiz
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Lesson Multi-Point Inspection
Learn how to use the right words when making your Multi-Point Inspection Presentation to customers. Join Steve as he explains how changing your vocabulary, just a little, can make a huge differe...
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Multi-Point Inspection (MPI)
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Influence of Words
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Quiz
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MPI 1-10
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MPI Presentation
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Quiz
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MPI Bonus Story
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Quiz
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MPI Review
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Quiz
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Lesson Creating an Amazing Presentation
Learn the ABCs of educating your customers and why education is a key part of making a sale. You will also learn how to present a Diagnostic Charge, when to talk about money, and when to ask for...
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ABCs of Educating
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Quiz
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Leader ABC Full Graphic
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Quiz
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Diagnostic Charge
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Adding the Cost
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Quiz
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Asking for the Sale
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ABC Exercise Book
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Sample Script
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Document Results
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Quiz
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Lesson Overcoming Objections
Learn the proven, four-step approach to overcoming any customer objection. Do your care about you customers? Do your customers know you care? Steve explains why demonstrating empathy is crucial to ...
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Lead Introduction
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Quiz
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Empathy
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Quiz
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Reasons Customers Say No
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Quiz
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Lead Explanation
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Quiz
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Listen
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Empathy 2
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Ask Questions
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Lead Review
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Lesson Service Walk Around Demos
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Service Walk Around with Advisor Introducing the VPS
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Service Walk Around with Advisor
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