|
Coker Automotive
Consultants, LLC, specializes in fixed
operations consulting and training for
franchised automotive dealers and OEM’s in
the U.S., Canada, the Caribbean and Mexico.
Our mission is to improve dealership fixed
operations profit, customer retention, CSI,
and operational efficiency.
Having trained
over 2,700 Service Advisors and Managers and
with over 150 dealership consulting clients,
our 77 plus years of combined dealership
experience allows us to state unequivocally
that we can
substantially improve your fixed operations
profitability.We have
various programs that can be tailored to fit
your specific needs and budget.
Following are examples of Service Advisor
training programs, Service Management
training programs, and Service Department
Performance/Profit Improvement programs.
SERVICE ADVISOR TRAINING
The Service
Advisor is the front line soldier in the
battle for CSI, customer retention, and
service department profits. No other
employee in the dealership generates as much
parts and labor gross profit as a service
advisor….as much as $800,000 of gross profit
per year.
The Service
Advisor needs to have many skills: handling
difficult customers, selling needed
maintenance and repairs, booking of repair
orders, dispatch, quality control, and many
others. Unfortunately, the training needed
to perform these tasks primarily comes from
you, the Service Manager or Service
Director. Unfortunately, this training is
often hit or miss due to your commitment to
other important duties. Therefore, the
Service Advisor is often trained by either
other Service Advisors (“Tribal Knowledge”)
or even worse, trained by your customers.
For example, if
a Service Advisor attempts to sell
maintenance, and constantly hears the same
objections, he/she soon comes to believe
those objections themselves. When they ask
other Service Advisors for help in
overcoming these objections, they are often
told that the objections are difficult or
impossible to overcome.
Selling service
to lease customers is a prime example. Most
Service Advisors make very little attempt to
overcome the leasing objection, yet, with
25% of your customer’s leasing vehicles,
this is an important segment of our
business.
Service Advisor
Improvement Tools
"Service Advisor
Success - One Idea
At a Time"
-
A series of weekly sales training
meetings designed to improve the
selling skills of the dealership's
most important salesperson. Cost:
$188/month
On Drive Training
-
Hands-on training
to turn your service writers into
service salespeople! Cost
varies depending on number of
service advisors.
Advisor Mini-Boot
Camp
-
2 days of classroom training for your
service advisors. Each advisor
attends 1/2 day each day to minimize
disruption of your service drive.
Training focuses on the service sales
process and improving selling skills.
Service
Management Profit Improvement Programs
Our
experience with over 150 clients shows that
the average investment in one of our
programs is returned in
less than 60-90 days
along with an improvement in customer
retention, CSI, and overall employee
performance.
Service Analysis
-
Two-day
complete in-dealership analysis.
Merchandising,
Maintenance Sales, & Menu Design Package
-
Increase
your share of the profitable
maintenance business in just two
days.
Service
Merchandising Program
- Five or 7-day
in-dealership sales and gross profit
improvement program.
Total Service
Department Profit Program
Service Sales
Manager Boot Camp
- Five-day
intense workshop to turn service
managers into profit-producing "Service
Sales Managers".
Service Forums
-
Quarterly
meetings for progressive service
management who are dedicated to ongoing
professional improvement. Cost:
$175/month
Guest Speaker
-
Available
for speaking engagements at 20-group
meetings, manufacturer meetings,
dealer-group workshops, and Service &
Parts association meetings.
|
