Service/Parts Phone Skills
Presented by Mark Rodriguez, Auto Client Care
| Date: | May 23, 2012 |
| Time: | 10:00am-1:30pm |
| Tuition: | $85 |
| Target Audience: | Appointment Coordinators, ASMs, Parts Counterpersons, Service and Parts Managers |
Service Appointment Coordinators, ASMs, Service Advisors will learn how to effectively schedule appointments from inbound service calls. Parts Managers and counter persons will learn how to effectively handle an incoming Parts call that results in either an offer to install the part or a commitment to pick up a part. LIVE service and parts mystery shop calls will be made.
Learn how to:
• Give a "Five Star Greeting" every time
• Identify service concerns
• Confirm or collect customer contact info including Email addresses
• Reconfirm service concerns
• Convert price requests into diagnostic appointments
• Offer installation on parts calls
• Properly handle alternate transportation
• Set appointments with options
• Present value before price on parts calls
• Convert time, warranty and price concerns into appointments
