Sales Strategies for Service Advisors and Client Service Reps [CC 114]

[carmcapriotto]

Understand the financial benefits of effective training for  Service Advisors and Customer Service Reps and the importance of networking and collaboration. November 9 - 10, 2024 in Detroit/Novi, MI Learn more at serviceadvisortraining.com

• Leigh Anne Best, Might Auto Pro, Medina, OH, trainer and co-founder of Brakes for Breasts
• Bill Hill, Might Auto Pro, Medina, OH, trainer and coach Maverick Shop Owners
• Laura Frank, former shop owner, trainer and co-founder of Brakes for Breasts
• Gerry Frank, former shop owner, trainer and coach for Maverick Shop Owners

Show Notes

• Importance of Owner Participation (00:03:00) Carm emphasizes the need for shop owners to participate in training alongside their customer service representatives. Networking Benefits (00:04:22)
• The significance of networking among attendees at the training event for shared learning experiences.
• Experience of the Trainers (00:05:34) Highlighting the extensive experience of the trainers and their practical knowledge in customer service.
• Financial Implications of Training (00:06:04) Discussion on the financial benefits of effective customer service and training for shop owners.
• Technician to Service Advisor Success Story (00:09:01) Bill shares a success story of a technician who transitioned to a service advisor role and excelled.
• Transparency in Business Practices (00:12:00) Jerry talks about the importance of transparency and ethical practices in customer service.
• Hiring for Customer Service (00:14:20) Discussion on effective hiring practices for customer service representatives based on personality traits.
• Upcoming Live Training Event (00:16:34) Announcement of the live service advisor training event scheduled for November 9th and 10th in Detroit.
• Building Customer Relationships (00:20:22) Emphasizes the importance of educating customers about their vehicle issues for better service.
• Importance of Follow-up (00:21:20) Highlights the significance of following up with customers to encourage repeat visits.
• Training for All Staff (00:21:51) Stresses that training should include anyone who interacts with customers, not just CSRs.
• Tracking Phone Call Success (00:22:31) Discusses the importance of tracking opportunity calls to measure conversion rates effectively.
• Utilizing Technology for Improvement (00:23:33) Mentions the benefits of using technology to analyze customer interactions and improve service.
• Identifying Underlying Problems (00:24:52) Explores how phone answering issues can be mistaken for marketing problems.
• Adapting to Change in Business (00:26:06) Encourages business owners to evolve with industry changes and invest in staff training.
• Challenges in Leadership (00:27:19) Discusses difficulties in communicating effectively with staff and the importance of peer learning.The Value of Training (00:31:53) Argues that investing in training can sustain or even improve business revenue.
• Setting Staff Up for Success (00:33:27) Emphasizes the responsibility of leaders to properly train staff for their roles.
• Motivation for Collaboration (00:34:23) Explains the drive behind the coaches to organize training sessions for struggling clients.
• Helping Others Succeed (00:35:50) Emphasis on the joy of witnessing others' success and mentorship in the industry.
• Overcoming Training Paralysis (00:36:27) Addressing confusion in training and providing guidance to help shop owners move forward.
• Value of Training (00:41:49) Discussion on the impact of trained salespeople on business success and owner satisfaction.

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