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Service Consultant Skills
Sales
- Sales Skills Seminar
- Course: B-SC31-10.01SEM
- Length: ½ day or evening
- Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. A good sales consultant listens and demonstrates concern about the customer, knows their product and their business, and can present recommended service in a way that focuses on customer needs and expectations. In this seminar, participants will review and practice a selling model that relies on their ability to build trust and rapport with customers, identify customer needs, present service recommendations, and close the sale. The seminar is hands-on and uses real world examples.
- Features and Benefits
- Course: B-SC31-11.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Sales Skills Seminar. Participants will learn the importance of knowing and understanding the competitive advantages their ISC offers customers over other vehicle service providers. They will be able to identify features of their service center and relate them as benefits that meet customer needs.
- Customer Circumstances
- Course: B-SC31-12.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Sales Skills Seminar. Participants will learn the importance of understanding the circumstances of each customer service visit, and to look beyond the condition of the vehicle and consider the customer. Topics covered include how to take in to account characteristics such as personality type, age or gender when consulting with each individual customer.
- Customer Needs and Expectations
- Course: B-SC31-13.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Sales Skills Seminar. Participants will learn the importance of using effective questioning techniques to identify and understand the needs and expectations of their customers. Topics covered include using open and closed questions, understanding and overcoming different types of objections, handling irate customers, and creating a strong bond with customers.
Self Management
- Self Management Skills Seminar
- Course: B-SC31-20.01SEM
- Length: ½ day or evening
- Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. Good service consultants are actively involved with the customer they are helping. They are able to treat the consultation as a give-and-take proposition. To do so involves not only possessing good communication skills, but also being prepared to use those skills with each customer. In this course, participants will review and practice the communication skills that are vital to getting complete and correct information about a customer’s service needs, writing an accurate repair order, and gaining their customer’s trust. The seminar is hands-on and uses real world examples.
- Communication
- Course: B-SC31-21.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Self Management Skills Seminar. Participants will learn the importance of communication skills in relating to customers. Topics include using questions to gain understanding, following a structured question method, and listening.
- Stress Management
- Course: B-SC31-22.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Self Management Skills Seminar. Participants will learn the role personal attitude plays in communication, and how stress can be a barrier to communication. Topics include understanding the types of stress, the causes of stress, and how to recognize and control personal stress.
- Time Management
- Course: B-SC31-23.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Self Management Skills Seminar. Participants will learn the role time management plays in their ability to provide customers with a satisfying service experience. Topics will include how to manage time more effectively in order to accomplish more within the time available, and how to assess and change personal time management behaviors.
Leadership
- Leadership Skills Seminar
- Course: B-SC31-30.01SEM
- Length: ½ day or evening
- Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. As the representative to the customer, a good service consultant is able to get the entire service center working toward the goal of meeting customer needs and expectations. In this seminar, participants will review and practice leadership skills that will enable them to improve customer satisfaction by working effectively with other employees. The seminar is hands-on and uses real world examples.
- Team Building
- Course: B-SC31-31.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Leadership Skills Seminar. Participants will learn the importance of communicating with other service center employees. Topics include using techniques that help develop an effective team atmosphere that is focused on customer satisfaction.
- Problem Solving
- Course: B-SC31-32.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Leadership Skills Seminar. Participants will learn about ways to resolve conflicts. Topics include managing workflow issues and “crunch time,” dealing with phone interruptions, and what to do when things don’t work out.
- Continuous Improvement
- Course: B-SC31-33.01WBT
- Length: self-paced
- Description:
This web-based course is designed as pre-work for the Leadership Skills Seminar. Participants will learn how to develop and implement an action plan for change. Topics include identifying areas for improvement, presenting ideas to management, and developing action plans for change.
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