Fixed Ops Magazine - 2021 Vol18 01 - 30

WHY THE INTERACTIVE
SERVICE WALK-AROUND WORKS
The service walk-around with the customer immediately builds rapport, enabling your team members to
discuss any concerns with the customer. Just as importantly, the more time that your team members spend
with the customer, the more likely the customer is to
say yes to service or repair recommendations. As the
customer walks around the car with the team member
and they see genuine interest in them and in their vehicle, the more the customer will trust your team to give

well, you will quickly get the consistency that you are

them the best advice. 

looking for with the interactive service walk-around.
But if you do not train your service personnel, you will

The secret to the success of the interactive service

never get consistency. Never neglect your interactive

walk-around is that it needs to be consistent. When

service walk-around training. 

a customer brings their vehicle to your dealership for
a service they should be treated in
the same way every time by every

The service

member of the service team. Just
because you have new employees
or a different shift in the Service De-

walk-around with

perience when they check their ve-

the customer

lishes a sense of reliability. It also

immediately

that if you train your service team

welcome the customer appropriateer needs to be greeted in a friendly manner and told that they have
been expected. 

builds trust and makes the customer
feel comfortable. The good news is

train your team members to do is to
ly to your dealership. The custom-

hicle in. The customer's experience
needs to be consistent. This estab-

First impressions make a lasting impression. The first thing you need to

partment, it does not mean that the
customer should get a different ex-

DO NOT FORGET
TO INCLUDE
YOUR CUSTOMER

builds rapport

Immediately that customer will get
the sense that they are valued. Your

team members will then need to use the pre-work information to talk the customer through the service
process. The customer gave those instructions or
made those comments for a reason. Have your team
members ask the customer to elaborate on any issues
or concerns that he or she has regarding their vehicle.  This reassures the customer that the team members are genuinely interested and have prepared for
the service of their vehicle. 
At this point, have the team member introduce the
Service Maintenance Menu and go through it with the
customer. Clearly explaining any extras that the customer may be interested in and making sure that the
details of the service that their vehicle will receive ac-

30



Fixed Ops Magazine - 2021 Vol18 01

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 01

Fixed Ops Magazine - 2021 Vol18 01 - 1
Fixed Ops Magazine - 2021 Vol18 01 - 2
Fixed Ops Magazine - 2021 Vol18 01 - 3
Fixed Ops Magazine - 2021 Vol18 01 - 4
Fixed Ops Magazine - 2021 Vol18 01 - 5
Fixed Ops Magazine - 2021 Vol18 01 - 6
Fixed Ops Magazine - 2021 Vol18 01 - 7
Fixed Ops Magazine - 2021 Vol18 01 - 8
Fixed Ops Magazine - 2021 Vol18 01 - 9
Fixed Ops Magazine - 2021 Vol18 01 - 10
Fixed Ops Magazine - 2021 Vol18 01 - 11
Fixed Ops Magazine - 2021 Vol18 01 - 12
Fixed Ops Magazine - 2021 Vol18 01 - 13
Fixed Ops Magazine - 2021 Vol18 01 - 14
Fixed Ops Magazine - 2021 Vol18 01 - 15
Fixed Ops Magazine - 2021 Vol18 01 - 16
Fixed Ops Magazine - 2021 Vol18 01 - 17
Fixed Ops Magazine - 2021 Vol18 01 - 18
Fixed Ops Magazine - 2021 Vol18 01 - 19
Fixed Ops Magazine - 2021 Vol18 01 - 20
Fixed Ops Magazine - 2021 Vol18 01 - 21
Fixed Ops Magazine - 2021 Vol18 01 - 22
Fixed Ops Magazine - 2021 Vol18 01 - 23
Fixed Ops Magazine - 2021 Vol18 01 - 24
Fixed Ops Magazine - 2021 Vol18 01 - 25
Fixed Ops Magazine - 2021 Vol18 01 - 26
Fixed Ops Magazine - 2021 Vol18 01 - 27
Fixed Ops Magazine - 2021 Vol18 01 - 28
Fixed Ops Magazine - 2021 Vol18 01 - 29
Fixed Ops Magazine - 2021 Vol18 01 - 30
Fixed Ops Magazine - 2021 Vol18 01 - 31
Fixed Ops Magazine - 2021 Vol18 01 - 32
Fixed Ops Magazine - 2021 Vol18 01 - 33
Fixed Ops Magazine - 2021 Vol18 01 - 34
Fixed Ops Magazine - 2021 Vol18 01 - 35
Fixed Ops Magazine - 2021 Vol18 01 - 36
Fixed Ops Magazine - 2021 Vol18 01 - 37
Fixed Ops Magazine - 2021 Vol18 01 - 38
Fixed Ops Magazine - 2021 Vol18 01 - 39
Fixed Ops Magazine - 2021 Vol18 01 - 40
Fixed Ops Magazine - 2021 Vol18 01 - 41
Fixed Ops Magazine - 2021 Vol18 01 - 42
Fixed Ops Magazine - 2021 Vol18 01 - 43
Fixed Ops Magazine - 2021 Vol18 01 - 44
Fixed Ops Magazine - 2021 Vol18 01 - 45
Fixed Ops Magazine - 2021 Vol18 01 - 46
Fixed Ops Magazine - 2021 Vol18 01 - 47
Fixed Ops Magazine - 2021 Vol18 01 - 48
Fixed Ops Magazine - 2021 Vol18 01 - 49
Fixed Ops Magazine - 2021 Vol18 01 - 50
Fixed Ops Magazine - 2021 Vol18 01 - 51
Fixed Ops Magazine - 2021 Vol18 01 - 52
Fixed Ops Magazine - 2021 Vol18 01 - 53
Fixed Ops Magazine - 2021 Vol18 01 - 54
Fixed Ops Magazine - 2021 Vol18 01 - 55
Fixed Ops Magazine - 2021 Vol18 01 - 56
Fixed Ops Magazine - 2021 Vol18 01 - 57
Fixed Ops Magazine - 2021 Vol18 01 - 58
Fixed Ops Magazine - 2021 Vol18 01 - 59
Fixed Ops Magazine - 2021 Vol18 01 - 60
Fixed Ops Magazine - 2021 Vol18 01 - 61
Fixed Ops Magazine - 2021 Vol18 01 - 62
Fixed Ops Magazine - 2021 Vol18 01 - 63
Fixed Ops Magazine - 2021 Vol18 01 - 64
Fixed Ops Magazine - 2021 Vol18 01 - 65
Fixed Ops Magazine - 2021 Vol18 01 - 66
Fixed Ops Magazine - 2021 Vol18 01 - 67
Fixed Ops Magazine - 2021 Vol18 01 - 68
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