Automotive Consultants Group Inc.
  Smart Service Training
E-Newsletter
 
Turn Your Potential Into Gross Profit!
Newsletter

     
  SMART SERVICE TRAINING
 
   -with Guy Salkeld
 

Issue 4-September-2010 

Dear Readers,

 
 
Well another month has passed and were at the end of theThird Quarter and Football season is here!
 
Let's take a quick look at a football team and compare it to our service team. We both are looking for the "Best People" to perform at peak levels with our customers as well as on the field for the football team.
 
The football team has meetings and meetings going over basic fundamentals, game tapes, and practice, practice, practice to get it right at game time. The service team has a meeting maybe once a month to have a "Pity Party" on what the problems are.
 
To all you who want to make a difference and have a championship service operation, start working on the "basic fundamentals" that we take for granted.
 
Now for those of you who have implemented at least one of the basic fundamentals from one of our past issues you are in the 3% catogorie who want to be successful!
 
 
Remember one thing as you wonder why month after month "What Happened?"
 
Time plays no favorites and you can make a change in a moment if you want to. Success is a moving target and it requires constant change to achieve!
 
 
In this issue we will dive into the most important "Habit" of the Eight Habits that you must Master before you can achieve the results you are after.
 
 
Sincerely,
 
Guy Salkeld
President
Automotive Consultants Group Inc.
 
IN THIS ISSUE
Appointments!
Advisor Pay Plans!
Got Service Absorption?

Appointment Process

  It's Monday morning and the customers and cars are piled into the street. In fact you can't even get into the Dealership because the cars are blocking the entrance and the traffic on the street in front of the Dealership! Two of the customers are having a fist fight and here comes the cops to break it up. (This is a true story in case you were wondering)
 
Now I know your asking yourself "Why is this happening?" I have the answer. It's the same answer I have recieved over and over again from owners all over the country. The owner of the Dealership told his managers we work on first come first serve, "No Appointment Necessary" and Never turn down a Customer! Sound familiar?
 
Well the reality is the Dealers we have worked with in this situation have Poor CSI or on the "Dealer Lower 50 CSI List" and have very low sales per customer pay repair order. The morale is low from always putting out fires instead of practicing Fire Prevention. 
 
The invisable thing that is happening is their customer base is evaporating and in our current times with car sales sluggish they wont have to worry about the customers piled out to the street too much longer. It will take care of itself. The pipeline of customers we use to have is dwindling down everyday and soon we will have to wake up and save what's left!
 
That brings us to the Appointment! This is the Number One Process that must be Mastered! It allows us to Properly Plan before a customer arrives so we can build a great relationship with each and every customer and deliver our "Customer Promise" everyday!
 
The first thing you will need to do is build a Phone Script and then practice, practice, and more practice until your script is flowing with confidence. We have provided a link below for you to recieve  ACG's Phone Script Guideline at no-charge! You can adopt all of it or build your own.
 
 
 
 
 
PAY PLANS & INCENTIVES
 
 
I get asked this question a lot... How do we get our Service Advisors to do what we ask them to do? We just sent them to Walk-Around Training and they scored high. They Walked around a few cars when they arrived at the dealer and then stopped!
 
The question will take three answers!
 
The first part is having an Appointment Process in place that will allow them to have enough time to prepare for each customer in advance and deliver your "Customer Promise!"
 
The second part is setting "Crystal Clear" written out Goals, with a Daily Action Plan.
 
 The third part of the answer is you must reward them for what you want repeated everyday!
 
 Want to Learn More click on the link below:
 
 

Got Service Absorption? 

 
For more information on ways YOU can increase YOUR "Service Absorption"....visit our website at: www.smartservicetraining.com 
 
and see how ACG can help you make 
 
"This Year Your BEST Year Ever!"