11. SELL TO PROFIT - AFTERSALES SERVICE SELLING THE SERVICE DEPARTMENT (2 days)
WHO FOR
For Service Managers and Service Advisers who wish to increase their OTDB and revenue from both existing and lapsed customers.
Ultimately to build better relationships, increase sales conversion ratios and maximise the profit in the Service or Repair deal.
AIMS OF THE PROGRAMME
• To Generate More Business By Proactively Selling The Service Department To Both Existing And Lapsed Customers.
• To Convert More Incoming Service And Repair Price Enquiries Into Bookings.
• To Ensure More Customers Use The Service Department More Often And For Longer Periods.
• To Increase Sales And Service Skills Of 'Front Facing' Staff And Set The Pattern For Selling Further ADD-ON Products.
• To Increase The Penetration Of Fully Synthetic Oil Sales From Semi-Synthetic Oil.
• To Increase Customer Loyalty.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• The Role Of The Service Department In Generating Income
• Likely Strategies To Employ To Sell The Aftersales Department
• Safeguarding Opportunities For Repeat Business In The Service Department
• The Roles Of The Service Manager, Service Adviser/Receptionist And Outward Bound Booking Sales Person In Generating Sales
• How Servicing And Repairs Are Viewed By Customers And How To React Positively And Assertively
• How Would You Like Others To See You?
• Service - Customer Service Standards
• Why Do We Need Superior Telephone Sales & Handling Standards In Service Departments?
• Increasing Sales Skills Of 'Front Facing' Staff
• What Is Selling?
• The Seven Golden Rules Of Salesmanship
• What Will Determine Whether A Telephone Customer Will Visit Us For A Service
• Attitudes & Beliefs
• Understanding What Triggers A Buy How To Convert Incoming Service And Repair Query Calls To Visits And Bookings In
• The Use Of A Pre-Booking Service Person Or Department
• The Service Tele-Selling Process
• Selling The Service - Incoming Tel. Calls
• Vehicle Problems - Incoming Enquiries
• Selling Service Appointments - Outgoing
• Sample Outward Bound Service Booking Scripts
• Handing Objections To Booking The Service In
• Handling Objections Regarding Vehicle Repairs And Their Likely Costs
• Closes To Commit The Customer
• Negotiables To Play With
• Handling Customer Complaints, Concerns, Objections
• Increasing 'Add-On' Product Sales To Increase Profit And Customer Satisfaction
• Identifying Key 'Add-On' Products To Sell
• Selling Warranties & MOT's & MOT Ins., Premium Fully Synthetic Oil And I Litre 'Top Ups'
• Product Knowledge Skills For Front Facing Service Staff E.G. Air Conditioning, Forte Products, Oil & Paint Protection
• Reasons To Choose Your Service Department For Servicing/Repairs
• Oil - Public Awareness And Conditioning
• Winter Summer Care Warranty
• To Ensure Customers Are Dealt With Empathetically And Successfully To Create A 'Win-Win' Situation.
• The Effect Of This Training In Building Individual Knowledge, Confidence And Self-Esteem.
• What Do Customers Really Want?
• What Do I Gain When I Apply Selling Skills?
Sales Add-Ons may Include:-
• Selling Mobil 1 Fully Synthetic Oil POS Counter Cards.
• How To Sell Premium Fully Synthetic Oil And I Litre Top Ups
• Key Angles On How To Sell Warranties & MOT Insurance And Air Conditioning Servicing. ( Forte Air Conditioning Treatment, Forte Fuel Gas Treatment, Forte Diesel Fuel Conditioner, Forte Power Steering Treatment)
• And Supagard, Valet Upgrades, MOT Insurance)
• Descriptions Of Common Defaults & Problems