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The heartbeat of the dealership, the service department is the highest profit margin center in the business. Still, customer care and repair solutions can be significantly improved.
Mobile Service Technicians are the "cream of the crop." If your valued customer can't make it to your place, then your Mobile Service Technicians can be a great alternative.
Your front counter parts associates can affect customer satisfaction more than any associate at your dealership. From a warm greeting to providing a complete solution, front counter associates typically create the first and lasting impression.
He who turns the wrench controls the sale of parts. Is your back counter associates aware that they must be the final option in ensuring customer satisfaction before and during a repair event.
This group of professionals needs to and can facilitate so much more than the delivery of parts to a valuable customer. They represent the dealership, away from the dealership and can learn and share so much more with your dealership associates about your top-tier customers.
Your other departments cannot thrive or excel without the population of medium and heavy-duty trucks in your marketplace. And, for those larger fleets, their parts needs will be fulfilled by outside parts sales representatives (similar module, see coming in 2024).
How can your customers leverage their cash availability and cash flow at the time of purchase. If the customer is going to purchase outright, your department can greatly assist with the financing. Insurance appears to be a foregone conclusion but is still necessary.
Commonly known as the safety blanket for all customers, these three financial areas can take customer satisfaction to a new level, or set customer satisfaction back through their absence.
As the time becomes painstakingly longer between a customer ordering a truck and experiencing delivery of that truck, continuous improvement representatives can work with all peripheral departments on educating the customer of the various benefits of the dealership.
More commonly known as the most trusted associate in your dealership, technicians can increase uptime for your customers by keeping a careful eye on any issues outside of the initial complaint.
The constant battle to recruit and maintain technicians will never end. Why not invite the most appropriate technicians to further their career by learning better communication and business protocols of the company?
From the way a phone is answered, to eye contact with a customer, to personal hygiene and various other business protocols, a comprehensive on boarding process is critical to the success of all associates.
Available in 2024
Do you really know your customers, their purchasing habits, and their unit preferences? You cannot analyze data until you gather data. Knowing the most important customer data points will support sales efforts throughout your dealership.
Available in 2024
The greatest "gift" a dealership can offer its associates is continuous education, a positive environment and a focus on the customer. Contrary to popular opinion, leaders are not born, they are made and they are made through hard work.
Available in 2024
Outside Parts Sales Representatives are a rare combination of rainmaker and "save the day" experts. Without the appropriate available parts, immediately on hand, maximum uptime is a very difficult goal to achieve.
Each of these modules below can and should be offered to every associate at your dealership. These important modules will be available at the start of 2025.
Please and thank you are mentioned very infrequently. Sitting up straight and showing interest in a meeting can be as important as actually being there. All dealership associates taking this class are "someone else's" customer outside of the dealership. Never has the golden rule been more applicable.
Most goals evaporate because the "owner" forgets that they set the goal in the first place. It's one thing to identify a goal, another to achieve that goal.
Where did all the time go? I will never get caught up! There are not enough hours in a day. Sound familiar? Today, the management of time is more critical than ever.
The chicken or the egg or both. What importance and priority are you assigning to your tasks and obligations?
It is the responsibility of the "sender" to ensure your receiver not only has received your message, but fully understands the message.
The same customer care, if not more so, must be extended to customers who have had the misfortune of being in an accident. Your associates can ease their pain while providing value-added benefits along the way
Labor talent is at an all-time shortage in North America. However, there is a source of untapped labor in our military. Learn how to tap this important labor source in your own background.
As you grow your commercial business regardless of gross vehicle weight, the strength of your partnership with various "body builders" will affect profit margins, delivery times and overall customer satisfaction.
First impressions are lasting impressions. From the drivers' lounge to the cashier's area to the parking lot, your environment will tell a story. How you handle this important first impression will tell your great story
Rental opportunities can be short and long-term. Leasing may be the perfect answer for your customer's cash flow concerns.