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Sample Topic List

• Winning the Price War

• Objections Are Your Friends

• Price Vs. Value

• Comebacks Are a Killer

• Overcoming Objections - "I'm Just Leasing This Car"

• Managing Customer's Time Expectations

• Overcoming Objections - "I'm Selling/Trading This Car Soon"

• Time Management - What Do You Do When You Can't Do It All?

• The Upset Customer - When It's a Recently Sold Used Car

• Improving Your Closing Ratio

• Managing Customer Expectations - Under-Promise, Over-Deliver

• The Active Delivery

• Overcoming Objections - "I Do My Own Maintenance Work"

• Features, Advantages, Benefits -  What's the Difference?

• Overcoming Objections - "I'll Do It Next Time"

• How to "Up-Sell" with Confidence and Integrity

• Why are Menus Important?

• The Phone Shopper - What do They Really Want?

• Features, Advantages, Benefits - Rotate, Alignment, Balance

• Overcoming Objections - "Just do the Oil Change and the Rest Can Wait"

• How to Make the Follow-Up Sales Call

• Handling the "Laundry List" Customer

• Listening Skills - The Art of Communicating

• The Upset Customer - When It's the Vehicle's Fault

• Overcoming Objections - "I've Never Had to Do This Service Before"

• The Upset Customer - When It's Your or the Service Department's Fault

• Selling From History

• Overcoming Objections - "I Don't Have the Money"

• "Can You Cover This Under Warranty?" (Warranty Has Run Out"

• Customer Pro-Active Communications

• The Upset Customer - When It's the Customer's Fault

• Overcoming Objections - "I Need to Talk to My Spouse/Other Person"

• Features, Advantages, Benefits - Cooling System Service

• Using Factory Maintenance Recommendations Effectively

• Overcoming Objections - "I'll Do It Next Time"

• Perception vs. Reality - Dealership Quality

• Ethics and Legalities

• Managing Your Relationships With Other Service Advisors

• Overcoming Objections - "My Owner's Manual Doesn't Show Those Services"

• Features, Advantages, Benefits - Brake Service

• Overcoming Objections - "I Don't Have Time Today"

• Customer Follow-Up After The Visit

• Male Customers vs. Female Customers

• Extended Maintenance Intervals - What's the Right Recommendation?

• Managing Your Relationship with the Sales Department

• "If I Don't Do the Maintenance, Does it Void My Warranty?"

• Words, Signs, & Symbols That Create Negative Impressions

• Features, Advantages, Benefits - Tune-Ups

• What Do Those Words Mean To A Customer? (RO, NPF, VIN, CV Boot)

• Features, Advantages, Benefits – A/C Service 

• “Why Isn’t This Maintenance Covered Under Warranty?”

• Managing Your Relationship With The Parts Department

• Dealing With Different Customer Personalities

• How To Keep Personal Problems From Affecting Your Performance

• Managing Your Relationships With The Technicians

• Customer Perceptions Of Your Dealership

• The Vehicle Walk-Around

• Overcoming Objections – “I Don’t Need Any Maintenance Until 100,000 Miles”

• Sell The Body Shop

• Personal Success Strategies

• QC Pays 

• Today’s Service Customer

• Closing Techniques – Session 1

• Closing Techniques – Session 2

• “I Have A Bumper to Bumper Warranty”

• One-Stop Shopping

• Multi-Point Inspections

• The Meet And Greet – It All Starts Here

• How To Maintain a Positive Attitude

• Features, Advantages, Benefits – Transmission Service

• Dealing With The “Know It All” Customer

• Selling Minor Services

• How to Sell Tires And Batteries

• Features, Advantages, Benefits – Drive-Line Service

• The Used Car Department – What Do They Really Want?

• Selling Diagnosis

• Dealing With The Slow Periods

• CSI and Retention – How Are They Different?

• Overcoming Objections – “All You’re Doing Is Inspecting My Vehicle”

• Closing Signals – When Should You Ask For The Order?

• How Customer Fear Affects Your Performance

• How To Close The Skeptical Customer

• Overcoming Objections – “My Mechanic Does My Maintenance-Just Do The Warranty”

• How To Close The Fearful Customer

• How To Close The Unsure Customer

• Is Your Labor Rate Priced Correctly In Your Market?

• How To Ensure Your Customers Are “Completely Satisfied”

• What Are Your Major Time Inhibitors?

• The R.O. Story-How Much Is Enough?

• How To Up-Sell The “I Just Need An Oil Change” Customer

• Pro-Active Appointments

• Mystery Shopping Your Competitors

• Market Driven Pricing

• Making Your Service More Convenient For Customers

• How To Correctly Load Your Shop

• Characteristics of Market Leaders

• Plus more...