Scripts for Service Advisors

[5 Star Auto Spa]

Does anyone currently use scripts for recommendation of common items for service advisors (filters, fluid exchange services, belts, etc.)? I've noticed that my advisors currently don't really go over WHY a filter, fluid exchange, etc. should be done but more so just recommend the service to the customer. If you do use scripts, anyone willing to share?

[mikerisich]

Hi,

 

I think some form of scripting can be beneficial, especially until service advisors feel comfortable selling service and explaining the "why" behind recommendations. Our Pro Call software (think caller ID with built-in, color-coded customer spending history, previously recommended services, etc). can script service advisors when they're answering the phone. That could be a good start to getting SAs comfortable selling services without a customer standing in front of them. Scripts could be adapted to in-person interactions as well. Hope that helps.

[Shopcat]

5 Star, Scripts can keep the presentation on point, but the service advisor must believe in what they are selling. To that end I recommend vendor training for the service advisors (Wynns, BG, etc) on the fluid services. Let them get some details, like that brake fluid is hydroscopic, how fuel systems develop varnish, the benefits of upper air intake cleaning. Do some needed services on the advisors personal vehicles. Once they are believers it will shine thru their sales presentation.