https://youtu.be/t3cgw0Mbc2Y

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes (http://www.advisorfix.com/) .

Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes (https://remarkableresults.biz/?s=Todd+Zimmerman) .

Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes (https://remarkableresults.biz/?s=Jayson+Preston) .

Key Talking Points:

Role Play #1 - Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt

Getting the car into the shop is a priority

No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation

When you answer the phone be fully present

Pricing is transparent, don’t be afraid of it

Role Play #2 - Sales Presentation - Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time

If you don’t know why the customer is turning down work then you can’t fix vehicle problem

Brake pads- safety issue

Give one total price instead of line by line price

Role Play #3 - Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light.

Asked for appointment multiple times

Need to ask the type of vehicle

Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation

Safe to drive? Yes can drive it to shop to get it fixed

RCA- root cause analysis

Resources:

A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket.

Books Page (https://my.captivate.fm/books/)

Listen to all Town Hall Academy (https://remarkableresults.biz/town-hall-academy/) episodes.

Email (mailto:carm@remarkableresults.biz)

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Service Advisor Role Play #4 [THA 159]