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I am your service advisor.
Most months, I work with between 200-300 customers. That means I am talking to 10-15 (and sometimes more) people a day in the service drive, and each of these customers represent a potential maintenance or repair sale, not to mention a future vehicle repurchase from our dealer.
And I’ve never had any sales training.
I answer somewhere between 30-60 calls a day. Many of these calls are for information like “When will my vehicle be ready?” and “Are my parts in?” And about 60% or so are calls asking specific information about repairs and customers asking for more information. I should be making appointments from those calls, but I don’t.
Instead, I give information away, quote for repairs that I’m not even sure the vehicle needs and more times than not (over 60%), I do not even ask for an appointment. The person on the other end of that call never receives an invitation by me to come in and repair their vehicle.
I’ve never had any phone training.
Many times, I do not advise the customers of all the repairs their vehicle needs because I don’t think the customer has the money to fix their vehicle, or I’ve worked with the customer in the past and they have never repaired their vehicle before and most likely they won’t be doing any repairs today.
Other customers don’t get a report on their vehicle simply because I have never been trained on how to present a multipoint inspection, what “prioritization” really means and how to prepare before the call so I can present a true feature/benefit/solution sales presentation.
Truthfully, most times I just “wing it” and hope for the best.
My CSI is ok. It reflects my service sales process and training. Like many advisors, I’ve learned to read the customer and decide whether they will give me a “good or a bad survey” and so I manipulate the customers information or remove them from survey results through other means if I think they are going to give me a bad score.
I never ask the customer the right question which empowers me and helps me become better because no one has ever shown me how to do it right. Instead I rely on the “it’s my report card and I’d appreciate a good score” regurgitated word barf that everyone uses.
And I believe that my rapier-like wit and organic charm will get me a good score. I’ve never had any CSI management training.
When someone asks me if I am doing a good job and giving 100%, I answer yes, I am. I am giving 100% of what I know. I am giving 100% of what I’ve been trained on. I am doing the best job possible with the skill sets, knowledge and processes that I know how to do.
Yes, I know you need more. More service sales, more appointments, more gross profits. And I want to help our store be successful. I want to be part of a successful team. I like feeling a sense of pride from a job well done.
So, can I just get some training please?