Course curriculum

    1. Introduction

    2. The Service Customer

    3. The Meet & Greet

    4. Customer Walk Arounds

    5. CSI

    6. Customer Lounge

    7. Advertising

    8. Multi-Point Inspections

      FREE PREVIEW

    9. MPI 1/4 Time Rule

    10. Hours per RO

    11. Posted Labor Rate

    12. Effective Labor Rate

    13. Service Absorption

    14. Advisor Appearance

    15. Not Reviewing Information Before Appointment

    16. Poor Estimates / Lack of Standardization

    17. Service Walk-Ins

    18. Appointment Scheduling

    19. Open Scheduling

    20. No Retail Message / Presence on Service Drive

    21. Poor / Lack of Service Menus

    22. Service Drive Process / Flow

    23. Service Advisor Training - New / Experienced

    24. Talk Over Customer's Head

    25. In-Person Presentations

    26. Video Presentations

    27. Customer Status Calls

    28. Texting

    29. Not Presenting Next Service Maintenance

    30. Schedule Next Visit

    31. Active Delivery

    32. Inbound Calls

    33. Service BDC

    34. Quoting Fees Over the Phone

    35. Techs vs. Bays

    36. Shop Throughput

    37. Stall Utilization

    38. Used Car Internals

    39. Selling Tires

    40. Variable Labor Pricing

    41. Parts Matrix

    42. Service Advisor KPI Boards

    43. Tech KPI Boards

    44. Parts KPI Boards

    45. Effective / Variable Express Service

    46. Parking Lot Organization

    47. No New Car Customer Service Presentation/Intro

    48. No Repair QC Process

    49. Discounts / Coupons

    50. Communication Among Departments

    51. No Warranty Controls

    52. Rentals / Loaners

    53. No Lubricants Program

    54. No SOP Protocols

    55. Missed Opportunity / Declined Repairs Capture and Conquest / Follow-Up

About this course

  • $79.00 / month
  • 55 lessons

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