Guest Centric Essential Skills: Guest care more about how they feel when the visits your Dealership vs how much it cost. From mastering the next appointment to updating the guest along the way.
Turning a Phone Call into an RO: Comprehensive approach to the guest creating a real attraction. This isn’t about word tracks and phrases its about understanding what the guest wants and how the guest thinks.
MPI Mastering: The MPI is nothing new yet most service consultants struggle with the advising part. Knowing this why do we struggle? Its all in the approach, mastering “PTT” as well as making sure what is recommended is understood by the consultant.
RO Compliance: This course is 100% about making sure everyone that touches an RO is aligned with warranty and policy procedure. Making sure your team knows what the auditors are looking for, how the measurements are calculated and what “their role” is in keeping every RO compliant.
Selling and the Why Buy: When was the last time a service consultant let the guest know what the service in question is more than the local competitor? Does your Team know what and why?
Advanced Retention: When it comes to guest retention its a 50/50 equation. 50% is understanding how to effect the manufactures retention rules/metrics. The other is about why the guest is retained or lost.
Understanding and leading the Team: As the leader of your department its mission critical that the team knows how you lead, what’s important to you and that you have their back. Focusing on the skills needed to be a leader of change and growth is only achieved when the team is 100% in.
Predictable Resistance: You know the guest before you even advise from the MPI. The guest that always says no or yes to the minimum needed. It’s frustrating and makes you feel let down. But why does it have to be that way? Learn to approach the sale differently when you know you will encounter resistance.