Fixed Operations Training
Comprehensive Curriculum: Develop a training program covering all aspects of fixed operations, including service, parts, and customer relations.
Ongoing Education: Schedule regular training sessions to keep staff updated on the latest techniques, technologies, and best practices.
In-Dealership Training Coaching
On-the-Job Training: Implement hands-on training with experienced mentors guiding new employees through real-world situations.
Coaching Programs: Establish coaching sessions to address individual performance issues and enhance skills.
Service Operations
Efficiency Optimization: Streamline service processes to reduce wait times and improve throughput.
Customer-Focused Approach: Ensure that all service interactions prioritize customer satisfaction and experience.
Service Sales “Profession” Presentation
Professional Development: Develop comprehensive training programs for service advisors that cover customer service excellence, effective communication skills, upselling techniques, and understanding vehicle maintenance and repair processes.
Presentation Skills: Develop a professional presentation that highlights the importance and value of service sales. Utilize the presentation technique known as RIM – Related/Immediate/Maintenance.
Customer Experience
Personalized Service: Tailor interactions to meet individual customer needs and preferences.
Feedback Mechanisms: Implement systems to gather and act on customer feedback to continually improve the experience.
Business Development Center (BDC)
Lead Management: Train the BDC personnel to manage and follow up on leads efficiently, ensuring no opportunities are missed and intensely focusing on customer retention. This will include utilizing the information from the dealership’s DMS and/or CRM as well as the Manufacturer’s reports and data.
Customer Communication: Develop communication strategies to maintain contact with customers and prospects, nurturing long-term relationships.
Parts Operations
Inventory Management: Optimize inventory levels to ensure parts are always available when needed without overstocking.
Sales Strategies: Implement strategies to boost parts sales, such as bundling offers and promoting accessories.
These strategies can help enhance the overall performance and customer retention of your dealership's fixed operations.