Example of 40 hour Service Seminar:

Introduction

Understanding the Value of Customer Retention                            

Improving Customer Retention

Understanding Relationship Marketing

Communication Strategies 

The 10 Commandments of Positive Relationships

Self-Awareness

Asking Good Questions

Listening Skills

Productive Conversation 

Open Communication

Quality Listening

Verbal Communication/Speaking

Non-Verbal Communication/Body Language

Effective Communication           

Remembering Names

Body Language

Gestures

Self Image

Five Approaches to Relationships

Thirty Ways to Persuade

Personal Action Plan

Building Value in the Service Department

Benefits or Consequences

Value Selling Opportunities

Value Selling

Courtesy Inspection

Overcoming Objections

Service Write-Up Policy

Meet & Greet

Identify Customer Needs

3 Fundamental Responsibilities

Record Vehicle Details

Walk Around

Confirm Current Need

Service Write-Up Policy

Record Customer Information

Explain Service Timeline

Explain Inspection

Present Service Menu         

Obtain Approval

Arrange Professional Delivery         

Future Contact

Phone Skills 

Phone Communication Skills

Inbound Calls - Outbound Calls

Key Items in the Initial Contact

The Appointment Call

The Price Quote

Sales Call

Delivery Arrangement Call

Repair Status Call

Parts Call Back Call

Call Transfer

Tie-In to Dealership Process and Exam                     

Review material as it relates to in-house process

Comprehensive Final Exam