12. TRAINING YOUR OWN SERVICE DEPARTMENT HOW TO SELL (1day)
WHO FOR
Service Managers and Supervisors who wish to increase the service and sales skills of their team for both telephone and in person sales OTDB opportunities to do business.
AIMS OF THE PROGRAMME
• To Improve The Leadership And Training Skills Of Service Managers And Supervisors
• To Establish A Higher Standard Of Telephone Skills And Service Behaviour By Staff Within The Service Departments
• To Maximise The Conversion Of All Telephone Service And Vehicle Problem Enquiries Into OTDB (Opportunities To Do Business)
• To Increase Sales Skills Of 'Front Facing' Staff For Selling ADD ON Products Such As Air-Conditioning, Forte Air Conditioning, Extended Warranty, MOT Insurance, Valet Upgrades, Fire Extinguishers Etc.
• To Maximize Sales And Profit From Service Departments Within The Group From Parts, And Car Sales Departments.
• To Achieve And Sustain The Highest Degree Of Customer Satisfaction By Projecting The Professional Image Of Customer Facing Staff.
• To Increase Your Own And The Earning Potential Of Your Team.
• To Ensure Distressed Customers Are Dealt With Empathetically And Successfully To Create A 'Win-Win' Situation.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• The Managers Role As A Trainer - Instructor, Coach And Counsellor
• The Benefits Of Coaching Your Own Team For The Team, Individual Team Members, The Manager, The Business And The Customer
• How To Develop Staff including Cross-Skilling And Competence Standards
• Rewarding The Service Department For Sales Achievement - Team? Individuals? - Both?
• How To Use The Training Process As A Leadership Position Enhancing Tool
• How To Coach To Impart And Build High Levels Of Confidence, Knowledge, And Self-Esteem
• How To Establish A Benchmark Of Competence In Selling Over The Telephone And In-Person.
• The Provision Of A Structured Training Reference Resource
• The Use Of A Dedicated Service Department Sales Person V The Team As A Whole To Deal With Business
• Handling Incoming Calls
• Outgoing Prospecting Calls
• Selling A Fitted Parts Service
• How To Manage Your Own Coaching Programme
• How Often Should You Coach
• Manager's Notes On Coaching Skills
• Group And Individual Questioning Techniques
• Further Coaching Skills
• Coaching 1 To 1 & In Groups - Involvement Techniques
• Coaching Practice With Example Structured Coaching Training Session Tools
• 4 Example Training Sessions
• Summary Of Coaching Programme
• Service Enquiry Price Only
• Vehicle Problem Enquiry Handling
• Service Opportunity To Do Business Log (OTDB)
• Example Service Department Coaching Feedback Forms
• Validation Procedure & Mystery Shopping Programme Examples