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BDC & Appointment Coordinator
In Dealership Training

Never underestimate the value of professional phone skills training to convert more incoming customer calls to appointments AND to generate more gross profits through outbound calling strategies. 

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In-Dealership Analysis

Understanding Your Role Within the Service Department

  • Benefits of a BDC vs. Service Advisors
  • Important Terms in Service and Parts
  • Primary Mission when Answering the Phone
  • Information Calls and How to Handle Them
  • Addressing Customer Fears: Price and Diagnosis
  • Shocking Facts on Incoming Service Calls
  • The Value of Selling One More Appointment

Communicate Efficiently to Set More Appointments

  • 3 Factors in Communication
  • Phone Etiquette that puts your Customer FIRST
  • How to Control the Conversation on an Inbound Call
  • Active Listening
  • Challenges of Answering Service Calls
  • Why You Need a Script

The Importance of Scripts (and Writing Your Own!)

  • Script #1: Simple Greeting
  • Script #2: Vehicle Status
  • Script #3: Calling for an Appointment
  • Selling Additional Services on the Appointment Call
  • Script #4: Calling for a Price
  • Script #5: Calling for a Diagnosis
  • Script #6: Emergencies
  • Script #7: Warranty Coverage
  • Script #8: Closing every Appointment
  • Inbound Call: Customer Objections

Scheduling that Maximizes Shop Productivity

  • Formulas for Scheduling Appointments
  • Determining How Many Appointments are Available
  • Scheduling by Labor
  • Hours/Technicians/Appointments
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