It is important that managers in any business understand that the most harm that can be done is the negative performance of any employee. It is important for any manager to note such an employee. Then, the team needs to be offered automotive service training. Service advisor training is extremely important to offer, in an on-going basis, in any business. The service department plays a major part in increasing your revenue; therefore, they need to be trained in order to fulfill the role for which they are hired.
In previous decades the service department was not viewed as an important department to worry about; with these thoughts the result was they received little training. It has been proven that service advisor training results, after the cost involved, in increased revenue. The reason for this is the fact that the training makes the employee aware of what they need to do to improve – and, once learned, this turns to more income for the business.
It is important for any manager to spend time with the service advisor training as well as to observe their interaction with customers. You can observe many things during this interaction. For example, does each service advisor welcome the customer in a warm way? Do they look down or do they look directly into the customer’s eyes. Do they smile? We must keep in mind that these people can contribute to a positive or negative manner in the overall revenue.
Taking a closer look, you need to observe if your service advisors roll their eyes, shrug their shoulders, or simply offer non-verbal communication. Do they offer a tired, worn-out expression? A yes answer to any of these questions indicates that your team needs training. They need to recognize and understand that.
Do your service advisors know and understand that basically we see three kinds of customers. You have the first kind – the customer is coming to your business for a specific reason for a specific purchase. They have put their trust in your business and they have decided to try your service.
The customer calling on the telephone to ask questions or to get a price composes the second group. Do your service advisors understand that only a quarter of these people will actually enter your business? This is what makes the telephone conversation so important. Your service advisor must offer the requested information in a pleasant manner. If this call actually gets the customer through your door then there is an 80% chance you will have a new customer.
The last group of customers is those who must be contacted by phone, by the service advisor for whatever reason. This call, although a service call, can also be another way of making another sale. The advisor must learn how to properly make this call – and this requires training.
Your automotive service advisor trainer is a key to more revenue.
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