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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