What Drivers Want in Automotive Service
FREE WEBINAR (July 21st 2020, 1:00pm CST)
Research shows there is no clear differentiation between service facilities in driver’s minds. “Aren’t they all about the same?” This statement alone makes it clear that drivers are yours to win!
Before we can win them over by exceeding their expectations, we need to know what their expectations are! Sally Whitesell, the president and founder of sw Service Solutions has combined her 25 years of service advisor training and service consulting with important Google research for a session packed full of critical facts, impactful quotes, and simple solutions that will change your customer’s perceptions.
This session will cover:
- How drivers feel about service centers
- Why your digital presence matters
- Critical moments to win customers over
- How to use each critical moment the most effectively
- The importance of transparency in service
- How to make your store the most convenient
- The importance of establishing a routine for your staff and guests
We will explain how to use this information to create successful policies and processes that will change “Aren’t they all about the same?” to, “I wouldn’t go anyplace else to get my car serviced.” You will walk away with a clear understanding of how to create loyalty while increasing sales, customer satisfaction scores and reviews.
40 minute Free Webinar. CLICK HERE TO REGISTER.
The First Step Live
(July 16th 2020, 1:30pm CST)
Start your team out right with this professional process training! Advisor training participants will master how to:
Greet clients professionally
Focus on clients’ concerns by asking thorough diagnostic questions
Reaffirm your understanding of the client’s concerns and put their minds at ease
Perform a complete walk-around
Inform the clients of all maintenance needs by giving benefit-based presentations, implementing the “What’s in it for me” approach
Build lasting relationships to increase customer retention
Personalize closing techniques
Offer realistic promise times
Follow-up and inform clients throughout the day
Schedule the next visit
Benefits That Sell!
(July 16th 2020, 9:00am CST or July 23rd 11:00am CST)
There is a HUGE difference between selling and telling. Let us help your advisors evolve from reciting lists to giving effective benefit-based presentations. In this session, a professional trainer will discuss how to use benefits in a 5-step selling process so your customers will not only buy, but they will walk away feeling good about their purchase. A list of benefits for most preventative maintenance services will be reviewed and role-plays may be required.
40 min class, $49 (Free for FOU Members)
FOU Members Register Here- 9:00am CST July 16th
FOU Members Register Here- 11:00am CST July 23rd
Non-Members Register Here- 9:00am CST July 16th
Non-Members Register Here- 11:00am CST July 23rd
Master your Presentations Skills through Role-Play
(July 16th 2020, 10:00am CST)
Practice makes perfect! This is one of our most requested sessions. One of our highly qualified training professionals will review benefits for many services while using our 5-step selling process. Your advisors will get the opportunity to:
- Listen to others make their presentations so they can learn from other professionals.
- Sell to the trainer who will give them praise and critiques as needed.
- Openly ask questions and discuss each other’s descriptions and methods.
Your team will leave this session with many new ideas and techniques they can use to get your customers to confidently say “YES” to all preventative maintenance recommendations.
Closing Skills- Getting to Yes!
(July 23rd 2020, 10:00am CST)
If we don’t ask them to buy, they won’t! Many advisors stop short of closing the sale. They may offer services as a suggestion, but they simply don’t know how to get the signature on the dotted line. This session is full of effective closes for your team to review and choose from. A professional trainer will encourage your team to personalize their presentations and closes by keeping them simple yet effective.
Getting the Biggest Return on Your Training Investment (Managers & Owners Only)
(July 23rd, 2020, 2:00pm CST)
This class is for non- fou members. sw Service Solutions has developed many training tools and accountability processes to help managers guide their team to huge increases. This invaluable session will be packed full of ideas to keep your team motivated with fun competitions, regular training exercises, and consistent monitoring. Many forms and tools will be presented and available for participants to print and use to facilitate consistent growth and increases. Questions will be welcomed at the end of the session so that everyone walks away with a clear understanding of how to get the biggest return.
1 hour class, $99. (Free for FOU Managers & Owners)
Click here to purchase
How to do Business During the COVID-19 Crisis-
FREE ON-DEMAND WEBINAR
Watch Anytime- Professional trainers and consultants Steve Kwiatkowski, and Sally Whitesell, have uncovered many unique and creative ways to overcome the business challenges created by COVID-19. This presentation will review many successful steps other shops have taken to keep their businesses open and employees on the job. This session will cover:
How to maintain customer communication – what to tell them – how to reach out to them
How to promote a “We’re Open for Business” message
How to reassure customers about your new cleaning regimens – Overcome their fears
How to organize pick-up and delivery
How to continue to present and sell maintenance in this economy
How to “Stand Out” and grow your business when other are failing
Coming Soon catalog:
Body Language Skills that Pay Off
Actions really do speak louder than words. Over 80% of our communication is through body language, yet in service departments, many have not taken the time to master this skill. In a time when many are wearing masks, the ability to read posture has become more relevant than ever. Join a highly qualified trainer in a session that will teach:
- Why it is important to learn this skill
- How to recognize body language signals
- What each signal/posture tells us
- How to send out positive signals
- How to break the habit of negative signals
- How to change the posture and change the mind
- The importance of mirroring
Take your customer relations skills to the next level and work your way to more approvals by becoming an expert at reading and delivering this advanced level of communication
Selling Preventative Maintenance Packages
Let us increase your customer paid sales as we demonstrate how to build value into following preventative maintenance plans. Advisors will learn how to present combinations of services with similar benefits in a concise but effective manner, so your customers are never overwhelmed.
30-40 min class, $49 (Free to our subscribers)
Selling the Job
This is another step for increasing CP sales. In this session, advisors will learn effective techniques for selling repairs and MPI recommendations after the concern has been diagnosed. We encourage advisors to bring in declined RO’s or jobs they are getting ready to call and sell.
30-40 min class, $49 (Free to our subscribers)