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First Develop a Need

The first step is for the service advisor to develop a need with the customer.

While the service advisor is conducting the initial interview with a customer, they will quickly determine some additional information, either from the database, or by asking the customer:

This information allows the service advisor to quickly determine the level of need that the customer has, for an Extended Service Contract and a Pre-paid Maintenance Services.

We'll use an example of a customer with the following profile:

Next Finalize the Customers' Agenda

The customer obviously came in for a reason.  The next step is to finalize this agenda with the customer, including a walkaround.

Identify the Need for the Customer

Coming back from the walkaround, they go to the Partners in Ownership computer kiosk, or to the falt panel monitor on their service station.

"Mr. Jones, since you're driving 1,500 miles a month, you're manufacturer's warranty is going to expire fairly early.  Let's take a quick look at what your options are at this point."

The service advisor enters the mileage and ownership information into the Analysis Chart.

"As you can see, because of the miles that you drive, your warranty is going to expire in only 2 years, instead of the full 3 years...that's only 4 months from now.  Let's take a quick look at the options that you have.  To save some time, while I look up your programs on this screen here, take a look at a short overview on your screen."

Press the button to start the Virtual Presentation (2:10). The presentation will explain in more detail why the customer needs an extended service contract and pre-paid maintenance, as well as introduce the highlights of the specific programs being offered. 

All presentations are customized to the products being offered, and the method of delivery, either over the Internet, or operating from a local computer. 

Determine the Best Solution

While the Virtual Presentation is running, the service advisor will determine the Extended Service Contract options that the customer has available, and setup their packages, including the appropriate Pre-paid Maintenance Services.

Once the Virtual Presentation finishes, the Service Advisor moves his Packages Summary to the customer screen.  These packages are customized for the products actually being offered by a store.

"Good news Mr. Jones.  You still qualify for new car coverage.  Let me review each of these options with you..."

All options will include both a dollar value, as well as a monthly payment plan.

"What level of protection would you like to have for the next 5 years?"

Let's look at how this sequence creates a positive environment for both the service advisor and the customer.

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Last modified: 01/10/11