Service BDC

Take Service BDC skills to the next level.

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Course curriculum

1. What is a Service BDC
2. Goal of a Service BDC
3. Skills Needed to Work in a Service BDC
4. Why the Dealership Needs a Service BDC
5. Why the Service Department Needs a Service BDC
1. Benefits of a Service BDC to the Dealership
2. Benefits of a Service BDC to the Service Manager
3. Benefits of a Service BDC to the Service Advisor
4. Benefits of a Service BDC to the Customer
5. Enhance Lead Generation
6. Controlled Timely Customer Follow-Up
7. Centralized Department
1. Increase Appointments
2. Increase RO Count
3. Increase Shop Productivity
4. Increase Profitability
5. Frees Up Service Advisor
1. To Find a Person They Like
2. To Find a Company They Want to Do Business With
3. To Determine if Product or Service is Actually Affordable
4. To Find a Fair and Reasonable Price
1. Generic Impression Customer Gets When Calling a Service Department
2. You Can Hear a Smile
3. Hanging Up and Calling Back
4. Your Tone Will Associate the Customer with Your Services
5. What Your Tone Spells
6. Customer Judges Service Department
1. Handle Inbound Service Calls
2. Set Service Appointments
3. Make Outbound Recall Notification
4. Make Outbound SOP Part Notification
5. Service Reminder Calls
6. CSI Calls
7. Call Missed Appointments to Reschedule
1. No One Answers
2. Automated Services
3. Cut Off During Transfer
4. Extended Hold Times
5. Starting Conversation Then Being Put on Hold
6. Talking to Others While on the Phone
1. Drop Rate of Inbound Phone Calls
2. Paid Labor
3. Request for Information
4. Making Appointments
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5. Service Advisors Diagnosing Problems Over the Phone
6. Service Advisor Does Not Ask for Appointment
7. Average Missed Appointments
8. Average Number of Lost Calls Per Day
1. Secure an Appointment
2. Avoid Pressure
3. What Makes You Think You Need That
4. No Fee Diagnostic
5. Minor Adjustment
1. Review of 4 Steps
2. Step 1 - The Meet & Greet
3. Step 2 - Collect Information
4. Step 3 - Solicit Appointment
5. Step 4 - Confirm Appointment
1. What is the Follow-Up Call
2. The Purpose of the Call
3. Always Ask for Permission
4. Handling the Happy Customer
5. Educate on the Survey
6. What Customers Say on the Survey (No One Contacted After Visit)
7. Why Do Customers Complain
8. How to Handle a Customer's Complaint
9. The Art of Turning Around a Bad Survey
1. What are Special Order Parts
2. The Goal of the Call
3. Why is the Call Important
4. Reasons the Call Needs to be Handled with Care
5. Reasons for a Quick Check with Your Advisor Before the Call
1. The Impact of Recalls
2. Vehicle Safety Recall
3. The Importance to the Customer
4. The Importance to the Service Department
5. The Goal of the Call
6. Be Informed
7. When to Schedule Recall Visits
1. Contacting the Lost Customer
2. The Reason for This Call
3. The Importance of Customer Retention
4. The Importance to Service
5. The Importance to Sales
6. Logical Reasons Customers Do Not Return
7. The Unhappy Customer
8. Be Prepared to Resolve Any Complaint

About this course

$79.00 / month
87 lessons

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Service BDC

Course curriculum

Chapter 1 - About a Service BDC

Chapter 2 - Benefits of a Service BDC

Chapter 3 - Goal of a Service BDC

Chapter 4 - Why Do Customers Shop

Chapter 5 - Customer Perception

Chapter 6 - 6 Things a Service BDC Can Do

Chapter 7 - Customer Upset When Calling the Service Department

Chapter 8 - Stats and Facts

Chapter 9 - The Goal of the Inbound Service Question

Chapter 10 - 4 Steps to Handling an Inbound Phone Call

Chapter 11 - The Follow-Up Call

Chapter 12 - Special Order Parts

Chapter 13 - Recalls

Chapter 14 - Lost Service Customers

About this course

Discover your potential, starting today