This highly interactive class is for new and experienced Service Advisors and Managers. Learn how to understand the customer’s prime concern through Active Listening. We will share “Best Practices” for turning the phone shopper into an appointment, setting expectations, proper write-up process, recommending maintenance, selling found work and handling common objections. This Customer centered approach will enhance CSI, assist with customer retention, drive revenue, increase hours per RO and reduce one-line RO’s.

 Attendees will learn techniques for:

• Active listening
• Utilizing the phone to drive appointments and revenue
• Write-up process
  • Setting expectations
  • Recommend maintenance and additional services

• Selling found work
  • Waiter
  • Over the phone

• MPI utilization
• Handling objections - Closing

 The students will practice these ideas and compose an Action plan for them to work on.

About the Instructor: Ken Carlson is the owner of Carlson Automotive Resources LLC – A Training Company. He was formally the Director of Training for Brown & Brown Dealer Services, F&I Resources and Burns-Kull Automotive Group. For over 33 years Ken has trained, coached, and developed thousands of dealership personnel throughout the U.S. Whether you are new or experienced in the business you will learn new strategies and techniques.

GNYADA Seminars, held in person, are developed by qualified dealership experts to meet the highest possible standards and deliver the latest information and effective solutions for your most pressing business needs. Our programs train new and seasoned dealership professionals to improve operations and profitability within each department.