Course curriculum

  • 1

    Introduction

    • Meet your Trainer

    • The Purpose of Training

    • Course Introduction

    • How long in years have you written service

    • Course Intro and Purpose of Training

    • Gear Head Service Advisor Training Manual
  • 2

    Telephone Handling

    • Introduction

    • Telephone Handling Intro

    • Most Important Words

    • 10 most important words people like to hear

    • Principles of Active Listening

    • Active Listening

    • Incoming Calls to Appointments

    • Advantages to Having an Appointment

    • Incoming Call Guide Script

    • Call Guide Script

    • Diagnostic Concern Process Script

    • Features Advantages and Benefits of Service Department

    • Outbound Calls Basic Rules

    • Preperation for Customers with an appoint/reservations

    • Outbound Sales Calls-Basic Rules

    • Preview phone call evaluation maintenance Score Card

    • Evaluation Preview Phone call customer with vehicle concern
  • 3

    Customer Reception

    • Customer Reception and Effective Write Up

    • Prepare for Customers with Appointments

    • Walk Arounds

    • Walkaround Process

    • Reception Writeup and Walkaround with Customer

    • Walk-around Demonstration with Concern

    • Vehicle Maintenance

    • Maintenance at writeup

    • Walk-around Demonstration- Maintenance

    • Preview Walk-around Write-up Customer has concern

    • Preview walkaround score care Maintenance level 1
  • 4

    Keeping Customers Updated

    • Keeping Customers Updated

    • Keeping customers updated
  • 5

    Multipoint Inspections

    • MPI- Criteria

    • Multipoint Inspection Consistent Criteria Standards

    • MPI- Overview

    • MPI- Presentation

    • 10 Presenting Repair estimate/Mpi estimate

    • MPI- Answering Objections

    • Objection Answers

    • Answering Objections

    • Preview MPI Presentation Live level 1
  • 6

    Active Delivery

    • Active Delivery

    • Preview review roleplay active delivery live

    • Preview active delivery by phone advisor not present at pickup
  • 7

    CSI Follow Up

    • CSI Follow Up