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"The most comprehensive, quality dealership training online!"
- Michael Roscoe, Founder, Dealer magazine and the Digital Dealer Conference & Exposition
Service Advisor Training
Web-based. Mobile friendly. Interactive. Affordable! Fully automated.
Look for our content directory to grow in the third and fourth quarters this year!
Service Advisor
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The Service Drive Process
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Meet & Greet
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Qualify & Investigate
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Vehicle Walk-A-Round
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Explain Multipoint Inspection
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Review Past History
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Maintenance Menu Presentation
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Prepare A Written Proposal
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Work In Progress
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Ask For The Sale
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Overcome Objections
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Schedule Next Appointment
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Active Delivery
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Follow-up
Handling Objections
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Overcoming Objections
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Qualifying Objections
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Tools for Overcoming Objections
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The Fear of Rejection
Telephone Skills for Advisors & Appointment Coordinators
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How to Convert Incoming Phone Calls into Appointments
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How to Stay Off Price Quotes & Sell Appointments
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How to Avoid Diagnosing over the Phone
Selling Techniques
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How to Sell the Primary Item
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How to Make an Up-Sell Feature/Benefit Presentation
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How to Make an Up-Sell Presentation
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Advisor Write-up Scripts
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Advisor Sales Script
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Menu Presentation
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Offer Choices
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How to Advise on Special Order Parts
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Service Advisor vs. Service Writer
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Prepare for Success “Daily Checklist”
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Lost Sales Follow-up
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Discounting Service
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Asking for a Pre-Approval
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Preparing the Estimate
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Top Performer Selling
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The Basics of Feature Benefit Presentations
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Product Knowledge
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Additional Services & Maintenance
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Important Items to Have Inspected
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Frequently Asked Questions About Maintenance
Exceeding the Customers’ Expectations
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What Customers Expect
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Effective Communication
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The Three “C’s”
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CSI Script
Fixed Ops BDC
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Fixed Operations BDC Defined
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BDC Vision, Mission & Goals
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Structuring the Fixed Ops BDC
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BDC Job Descriptions & Pay Plans
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Staffing & Recruiting for the Fixed Ops BDC
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BDC Processes
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Fixed Ops Telephone Fundamentals
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Fixed Ops Telephone Call Handling
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Fixed Ops Getting Off To A Good Start On The Phone
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Service Scheduling Telephone Best Practices
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BDC Telephone Scripts
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Call Tracking To Fill The Profit Leaks
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Text, Email & Chat Communications
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BDC eMail Marketing Strategies
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BDC Tracking, Monitoring, & Reporting
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BDC Applications & Tools
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Data Mining: Mix Up The Mileage & Retain
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BDC Data Hygiene Practices
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BDC Accounting Practices
Service Advisors-Technical Awareness
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Technology Terms & Acronyms
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The Fundamentals of Motor Vehicle Technology
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Understanding Engine Systems
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Starting and Charging Systems
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Fuel Systems & Maintenance
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Exhaust Systems
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Engine Oil
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Tires and the Law
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Drivetrain Systems
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Steering and Suspension Systems
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Brake Systems
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Cooling Systems
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Air Conditioning Systems
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Car Lighting Systems
Service Advisors-Performance Metrics
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Understanding Flat Rate
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Understanding Productivity
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Increasing Technician Productivity
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The Dispatching Process