Every business manager needs to take a strong look at their workforce. This includes actually spending time with each employee as well as observing their performance. Then, it is your responsibility to realize that you need continuous service advisor training.
It is important for each of your service advisors to fully understand their job. If they are not trained, they may not even know or understand their key role within the business. They need to be trained in a variety of areas including communication skills. They should also receive automotive service advisor trainer in the seven key tools of merchandising (such as the daily time management strategies).
The advisors need to be thoroughly trained in communication skills. They need to understand the responsibilities of their position. When they understand this they will realize their job involves a lot of sales to the customer. Each advisor needs to be trained in communication skills. This type of training cannot be completed successfully in one session – it is important to schedule two or more trainings during the year.
Let us use an example. A customer comes into your place of business. The service advisor greets the customer with a handshake, a smile on the face, and strong eye contact. During these initial opening steps the advisor definitely has the entire best introduction he can offer. The advisor is handling this customer in a positive manner. This customer is likely to repeat to their husband or wife just what a positive experience this was. Chances are, others will be told. Do you see what a positive affect this has on your business?|For example, let’s say that a customer comes into your business. The service advisor walks directly to the customer, extends his or her hand to offer a handshake. All the while the advisor is wearing a big smile. Next, the advisor is having direct, continual eye contact. The advisor has definitely given the customer a great welcome. That evening the customer will probably tell her/his wife or husband about this positive experience. Most likely these two people will tell others. This will end up having a positive effect on your business and bring in new customers.
Let’s take a look at how positive word of mouth conversations can come about by looking at an example of a strong service advisor. The customer enters your place of business. The service advisor immediately walks toward the customer to greet him or her. The customer reaches for the hand offered by the advisor. In doing so the customer cannot help but see the smile on the advisor’s face as well as the continual eye contact. This person will go home and tell their husband or wife about this experience. Chances are, these two will tell others. This is a positive experience and it is positive for your business.
Then there is the other service advisor. The customer walks in. The advisor stands, with arms folded, looking at the customer. Instead of making a gesture to welcome the customer he walks behind counter to stand there. This causes a barrier between the two. When the customer walks toward the counter the advisor backs up. No hand is offered for a handshake. The advisor fails to offer a smile and there is no eye contact. This customer will go home and tell their spouse about the experience. Most likely, these two will tell others. This is a negative experience and it is negative for your business.
The positive service advisor realizes he is also a sales person. This person might increase sales by building a strong relationship in the first initial moments. In order for the advisor to make a larger sale he must either be a salesperson or have received previous training.
As the manager of your business you have a budget. It is imperative that you start to include the automotive service advisor trainer.