Two Day Service Consultant Workshop
Chapter One The Psychology of The Service Consultant
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The Psychology of a Service Consultant
Learn to Listen - Listen to Learn
Increase your Listening Power
Eight Causes of Ineffective Listening
Listening With your Eyes
Eyes Don’t Lie
Chapter Two The psychology of Customers
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Service Advisor Primary Responsibilities
Why Should Your Customers Support You
Why People Buy - What’s The Driving Force
o Features and Benefits
Why Do Customers Leave
Customers - Keep Them Coming Back
Empathy vs. Sympathy
Chapter Three Telephone Skills—from the phone to the counter
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The Telephone—Hassle or an opportunity?
7 Steps to get the customer from the phone call to the counter
Effective tips for gaining & maintaining control of the conversation
Chapter Four Counter Skills
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The A.I.D.A. Principle
Are You Selling Your Labor Inventory
Productivity, Efficiency, and Proficiency
Calculating Gross Profit vs. Mark-up
Increasing Profitability Per Repair Order
Vehicle Inspection Programs
o Walk-around Inspections
o Cursory Inspections
o Seasonal/Comprehensive
21 Opportunities to Sell Vehicle Inspections
Selling Factory Scheduled Maintenance
Two Day Service Consultant Workshop
WORLDPAC Training Institute
Page | 1
Chapter Five Advanced Selling Skills
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Thirteen Fundamental Rules of Selling
Five Steps to Up Selling
Develop Answers to Sales Questions
Price Objections - Now What?
The Cost Of Discounting
We Sell Words - Use The Right Ones
Bad Phrases - Good Phrases
Good Words And Phrases Count
Chapter Six Service Advisor Tools Kit Contents
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Appendix
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Service Survey - How Did Your Service Advisor Do
Service Survey
Part Kits
Walk-around Inspection
Cursory Inspection Sheet
Engine Driveability
Vehicle Sounds
Policy For Diagnosis & Repair Of Intermittent Problems
If My Problem Only Occurs Once In A While
Estimate vs. Diagnosis
Cooling System Diagnosis
Starter, Charging Battery System Diagnosis
Brake System Diagnosis
Steering Suspension System Diagnosis
Exhaust System Diagnosis
Two Day Service Consultant Workshop
WORLDPAC Training Institute
Page | 2