Fixed Ops Magazine - 2020 Vol17 06 - 35

customers for needs/wants, demonstrating the prod-

plaint department just due to the nature of a service

uct to fill the needs, negotiating, and closing the sale.

department. We are often suffering from a lack of

We had our floor time. We did our own dealer swaps

qualified people in the service department. In addition

and our own deliveries. We had to do marketing cold

to enrollment in the tech schools being down 30% in

Service Advisor

the last ten years, qualified manag-

Training should cover

lenge to find. In many places where

five subject areas

it appears that much of it could be

calls and follow up on recent deliveries. We even answered the in-coming calls and had " phone ups " . Those
calls were customer business. Why
would we not answer them?

ers and advisors can also be a chalemployee turn-over is out of control,
due to poor hiring procedures, little

Now the sales department has two to four sales man-

or no basic orientation, and/or insufficient on-going

agers on the floor. There is a BDC department on the

training. The following are some thoughts to consider

phones and runners to do swaps. There is an on-line

for improvement.

and instructor led training for salespeople because
they sell cars and have down time to do it.
It seems as though the Service Advisor Training has not
made comparable advances. Consider that an advisor
sees 10-17 customers daily and how their relationship
possibly influences future car sales. There is often only
one service manager trying to get it all done. Many of
the advisors are going 90mph all day with little down
time. Some days it is like an emergency room or com-

NOVEMBER DECEMBER 2020 || FIXED OPS MAGAZINE

SERVICE ADVISOR TRAINING SHOULD
COVER FIVE SUBJECT AREAS:
1. product knowledge
2. in-house d.m.s. systems and other automated systems for multi-point inspections and factory web sites
3. paper flow procedures

35



Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

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