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