Aftersales departments should be contributing so much of the profit to dealership these days, that it is vital that all staff are fully trained, all processes and systems are fully understood and adhered to.

Our Comprehensive Aftersales Packages include:

• Increased profit through increased "up sell" and rebooking processes.
• Efficiency & Utilisation monitoring and improvement.
• Enhanced profit through effective workshop loading.
• Telephone Techniques for the Service/Parts Advisors.
• Selling not serving for increased profit for Service/Parts Advisors.
• Understanding the role of the Workshop controller.
• Effective follow up and re bookings for service advisors
• General Customer handling skills for CSI improvement

The Customer Advisor Training Programme for 2008

The Industry is facing major issues in terms of the recruitment and retention of good quality Service Customer Advisors and the need to maximise profit through the Aftersales operation. If you are fortunate enough to employee quality staff, do they have the ability and understanding to fully maximise the profit potential of your workshops every day?

The CAT 2008 programme takes a unique approach to the training of front line customer facing aftersales staff, recognising the huge range of ability and experience found in this role.. The programme works on three levels as follows:

Level 1 - Understanding
This can be taken as a stand alone one day course or as part of the full training programme involving all three levels.

• The role of the Customer Advisor in 2008
• Customer expectations
• Selling Main Dealer Benefits
• Qualification of customer on the telephone and face to face
• The importance of correct data input
• Confirming booking -staggered arrival where possible
• Offering alternative transport options
• Correct completion of WIPS
• Progressing WIP's throughout the day.
• Understanding the basics of workshop loading and how the CA nfluences this.
• Understanding the basics of efficiencies and utilisation and how the CA influences these areas.
• How profit is made in a service department.
• The importance of customer satisfaction.

Level 2 - Implementing
This can be taken as a stand alone one day course or as part of the full training programme involving all three levels.

• Effective workshop loading for profitability.
• Efficiencies and how they effect profit
• Meeting customer expectations.
• Customer follow up and progressing
• Taking control of booking and arrivals
• Handling "walk ins"
• Importance of warranty paperwork.
• The benefits of pre-authorisation.
• Physical check of customers cars
• Understanding the needs of the technicians
• Explanation of invoice
• Explanation of work carried out.
• Handling angry customers

Level 3 - Developing
This can be taken as a stand alone one day course or as part of the full training programme involving all three levels.

• Clarification of any diagnosis issues
• Technician's road test if possible for unclear problems
• How to deliver bad news effectively
• Advanced customer handling skills
• Gaining authorisation for upsell
• Offering additional service items
• Parts on order communication
• Database usage
• Customer spend per visit
• Authorisation to Negotiate rates
• Customer retention
• Factors affecting the departmental profits

Aftersales Management Development

As well as the suite of Management Development Courses we also offer a courses for supervisors and senior receptionists who are on the Career path to Service Management This course is also very suitable for Sales Managers becoming General Managers in order to develop their understanding of the service operation.

For more information please contact us.