The Challenges Solved for
Let's take a look at each of the major constraints that have
produced failed programs in the past, and how this sequence solves for each one
of them.
 | Service advisors unclear on exactly what options are
available to a particular customer |
The Maintenance Analyzer and Virtual Presentation program, gives a service advisor quick access
to the correct information, without fumbling for the right books, under time
pressure. Instantly creating a menu of the correct options available,
leads to a confident discussion of the customers choices.
| Service advisor doesn't know exactly what to say, or when, to
make the presentation |
The entire sequence will be detailed down to the exact word
tracks, and exact timing of each task, for each category of customer that they
are likely to see...and then fine-tuned for each store, and in fact, each
service advisor.
| Customers that don't naturally know why they need these
products |
Ensuring that the service advisor does their qualifying early,
and then relates it back to the customers' exact situation, helps a customer see
why they may need these services. The Virtual Presentation further
develops the need, and gives the service advisor permission to discuss the
solution with the customer.
| Credibility of dealership service recommendations |
There is a huge improvement in credibility by using
online, computer displayed and generated menus, along with a detailed plan
on how and when to review the service options with a customer.
'Nothing up our sleeves'.
| Service Drive is often a very busy sales environment |
Any type of successful sale in the service drive needs to be
both quick, and fit in with the normal workflow that the service advisor is used
to. Determining the prior maintenance level is a best practice anyway. Coming back from the walkaround to the
station leads in a series of
quick steps, to 'get permission' to review the options. The virtual
presentation and delivery of the pricing options can be accomplished in under 3
minutes.
| Service advisor that doesn't want to be rejected by a
customer saying 'no' |
A natural presentation flow, built on the customers needs,
never gets the service advisor into rejection trouble. They will be simply
unveiling the options that are available for a particular customer. If the
customer decides not to take advantage of one of the options available, the
service advisor will have a detailed exit and follow-up sequence to follow, that
eliminates any negatives between themselves and the customer.
| Service advisor reluctance to present to an already unhappy
customer |
Identifying the need during the initial interview, and
remaining in a consultative role coming back from the walkaround, means that the
service advisor gets the customers permission to proceed at each stage, as they
'jointly' go on a voyage of discovery to determine the best options available
for the customer. The natural feeling of this presentation flow, means
that the service advisor never just drops in a jarring sales presentation at the
wrong time.
| Poorly executed pay plans and profit allocation |
Pay plans for the service advisors should be specific for this
program, to create the motivation to learn the correct techniques, and follow
them with every customer. |
