The impact of not training advisors on your store
Here’s a pretty important question…what do you think the impact is for not training a service advisor? If you guessed $144,000 of lost profit…you guessed right.
Don Reed, CEO of Dealer Pro Training says professional training on fundamental customer interactions has a huge effect on the service department’s bottom line.
The difference in dealerships who are thriving and those who are stagnant? Advisor training. Out of all of your employees, the service advisor has the most direct impact on trending topics like: customer pay traffic, profit margins on both parts and labor, dollar sales per R-O and quick-lube traffic. In fact, their impact on your store’s success or failure is bigger than your salespeople’s is.
Reed says ask these questions when considering the role, a service advisor plays at the dealership:
- Who fields more incoming sales calls per day…a salesperson or service advisor?
- Who meets and greets more sales opportunities (i.e. customers) each day…a salesperson or service advisor?
- Who has the greater impact on owner retention…a salesperson or service advisor?
- Who has the greater impact on brand loyalty…a salesperson or service advisor?
- Who needs communication skills and sales skills training more?
- A salesperson or service advisor?
The correct answers to the first four questions is the service advisor.
The correct answer to the fifth question is both the salesperson and service advisor.
To find out how reed came up with the $144,000-dollar figure on lost profit of the impact on not training a service advisor, check out the latest version of service drive magazine on this site.
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