Learn how to make service advisors more effective.
In Service Drive Magazine, David Lewis, President Of David Lewis And Associates, tells you how to make service advisors more effective.
The most important thing your management can do is provide an advisor with better leadership and better training. If a service advisor doesn’t believe in the product or service he is selling, it’s because he or she has not been sold by their leader.
It’s important to understand that customers don’t really want to be at your service department. Now when it comes to up-selling, do it only one time. Do not up-sell at both the walk around and multipoint inspection. Pick one.
Whenever you do up-sell a customer, you must create visuals. Either in person or through videos. If you’re up-selling during the walk around, make sure you create plenty of back and forth dialogue between you and the customer.
Ineffective walk arounds consist of creating pressure for the customer to buy something. Let the customer know that there are issues but don’t try to sell them everything. Let them know you care.
Learn more about in the video above.
Source: Service Drive Magazine
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