Service drive
Service Walk-Around Training
Writing up service customers from behind a desk, eyes on a screen, is the norm. It pulls attention away from the customer, cuts eye contact, erodes trust, and sales opportunities are lost. CSI surveys consistently show customers aren't pleased with it.
Who it's for
- Service advisors
- Service managers
- Fixed ops directors
Format
On site, on your service drive
Our approach
The centerpiece of CPI's approach is an interactive walk-around, a multi-point inspection-based selling process that can work at any dealership. It gets your service advisors out from behind the desk and talking with customers at their vehicles. They build relationships, uncover sales opportunities and set expectations.
Less than 3 minutes
Every customer gets a transparent, interactive walk-around with their service advisor. No waiting at a desk with poor eye contact, poor body language and three or four customers backed up. The entire process averages less than 3 minutes.
Start the walk-around
- Being prepared
- Greeting the customer on the drive with “We've been expecting you”
- Introducing the multi-point inspection sheet
- Introducing the Service and Accessories Menu
Inside the car
- Confirming the VIN
- Confirming mileage out loud
- Popping the hood and turning on the lights
Around the vehicle
- Obtaining permission to perform the walk-around
- Inspecting the tires
- Complimenting the vehicle
- Offering accessories when applicable
- Noting damage or wear items
- Inspecting fluids and belts
- Making service recommendations
- Completing the R.O.
- Confirming follow-up and completion times
- Obtaining customer authorization
Our Service Advisors have embraced the walk-around process and the proof is in the numbers. Our CSI has risen seven percentage points and we've added .61 hours per customer pay R.O. in just three months. It's definitely working for us.
Metric-driven sustainment
The training doesn't end when the class does. CPI keeps working with your team after training, with regular follow-up, so the skills stick.
Full 100% guarantee
CPI stands behind every facilitated program with a full 100% guarantee. Ask us for the details.
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Service Walk-Around Training
Bring this program to your team.
Tell us about your store and your people, and Ted Ings, our Executive Director, will get back to you.
Quick question first?Ask Genius(opens Fixed Ops Genius in a new tab)