2017 best practices - gm-servicesmarts.com€¦ · 2017 best practices servicesmarts® online...

2017 Best PracticesServiceSmarts® Online

GM-SSO contact info: 800-809-0422

[email protected]

(Updated February– 2018)

IntroductionPurposeWhy Service Retention?Feedback From the Field

Sales to Service HandoffPurposeDelivery ChecklistBrochure

PASE (Parts & Service Excellence)PASE As It Relates to Retention

BDC Support App/BDC Best Practice VideosSupport App Info

Scripts – Word TracksPurposeCustomer ListsConsultant DashboardFirst Service Visit- CHEVROLETFirst Service Visit- BUICKFirst Service Visit-GMC

Scripts – Word Tracks (continued)First Service Visit-CADILLACFirst Service Visit-CPOEveryday Value Pricing (EVP)/National Retail PlanInbound CallActive Customer (Prepaid Maint)Active Customer (Next Appt)Inactive CustomerOVD/DMN Lead-Oil ChangeOVD/DMN Lead-Mileage BasedDeclined ServicesTiresRebuttalsOnStar Reactivation

Direct MailPurposeEpsilon POP cardEpsilon Inactive Customer Jumbo Post Card

TABLE OF CONTENTS (CLICK ON TITLE TO JUMP TO SCRIPT)

TABLE OF CONTENTS (CONTINUED) (CLICK ON TITLE TO JUMP TO SCRIPT)

Direct Mail (continued)“We Miss You” post cardLetter on dealership letterhead100,000 mile club letterTop Zip Codes

Potential Inactive CustomersHow to compile a list of customers who are about to become inactive

Customers with included maintenance

Additional Mileage Based Opportunity-Chevrolet Cruze

Aging Dashboard

GM Branded ProtectionAvailable Products/Opportunities

GM Buypower CardPlus-Up Opportunity

Email BlasteStrikeemail template examples

Preferred Owner ProgramFollow-up

Independent Repair FacilitiesParts Business/Mystery Shop

Sales Opportunity-Service LoyalActive Customer List

Export to GM ManifestDealer Web Manifest

SSO Data Launch2017 Launch Schedule

PURPOSE

The purpose of these Best Practices is to provide your teamwith a foundation of ways to improve service retention.

These files can be utilized when your team is developing astrategy to increase retention and will provide them with acomfortable starting point.

Ideally, these should be modified to suit your individualdealership and customer’s needs.

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WHY SERVICE RETENTION?

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per NADA survey . . .

“Customers that service their vehicle at the dealership are

_______ times more likely to purchase another vehicle from you.”17

FEEDBACK FROM THE FIELD

“I use Service Smarts inactive customer lists to drive traffic back to thedealership and improve customer retention. Recently, I have been filtering the report bycustomers who purchased 7-12 months ago. I then click on “Service Retention Detail”(Metrics tab). I then click on “Not Serviced”. This takes me to all the customers whobought 7-12 months ago in AGSSA that have not been serviced. I then sort by the yearof the vehicle. This brings the 2014 vehicles to the top (Screen Shot 2). I then exportthe list to excel and print that list for the dealership. Together we pull the VIN history inConsultant Dashboard on these 2014 vehicles to see if they have been in for service. Ifthey show a warranty claim for the LOF then I know there is a mapping issue and theyare not using the 7 digit labor op in their DMS. If they are not showing up in SWBDashboard, the dealership needs to reach out to the customers and remind them of themaintenance plan and invite them in for service. I recently discovered the “word tracks”for inactive customers under the “Overview” tab in Service Smarts. I believe when aBDC is in place at each dealership, it will be easier to reach out to these customersusing these scripts make the process easier. This is a best practice I am sure willincrease customer retention over the long run. I am trying to implement habits in thedealership to be more proactive instead of order takers.”

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District Manager AftersalesNorth Central Region

SALES TO SERVICE INTRODUCTION PURPOSE

Remember the Basics:

1. Enthusiastic Greeting2. Answer Customers Questions3. Track to ensure systematic process4. Reward service consultants and salespeople for efforts

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Develop and Consistently Execute a Sales to Service Introduction Process

Develop dealership process

Select cross section of employees to determine process, which creates ownership

Commit process in writing by job responsibility.

Ask employees to sign off on process.

Inspect What You Expect! (systematic tracking)

Remember the Basics:

1. Place this vehicle delivery checklist in new & used vehicle deal jackets.

2. Service Consultants should practice or role play script3. Office Manager inspects the dept. manager signatures.4. Commission is determined based on completed form.

Hello Mr./Mrs. [last name]. My name is [serviceconsultant name] and on behalf of Anytown Motors Iwould like to Thank You for your purchase and Welcomeyou to our family. Here’s my business card with theservice phone number, my email and our dealershipswebsite address. When you arrive for service, pull upto the service bay doors, which will automatically open.

Our goal is to complete this service by our factorytrained technicians in 1 hour or less. We have acomplimentary shuttle service, and if you choose towait we offer free Wi-Fi, beverages, and a children’splay area for your convenience.

We would like to schedule you for your 1st serviceappointment at approximately 5,000 miles. May Ischedule your first service visit now?

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VEHICLE DELIVERY CHECKLIST

SALES TO SERVICE BROCHURE

Customize and Print:

1. Please contact your District Manager Aftersales for a copy2. Update with your content and send to local printer

HOME

Available through Epsilon at 1-800-292-9220

|

PASE At-a-Glance

PERFORMANCE INCENTIVES (up to 80%)

CATEGORY INCENTIVE AMOUNT

Parts Purchase Growth

• Year-over-Year

Purchase Growth

(Rolling 3 Month)

82 -99.9% 10%

100 – 102.9% 20%

103 – 107.9% 30%

108 – 111.9% 35%

112+% 40%

Service Department Effectiveness

• CSI Q16 (Cad)/18 MPVI (CH BU GMC) (75%)

• MPVI Penetration or Menu Penetration (50%)

10% 5%

• 1st Service Visit – 82% and Greater or Grow 3ppt

(7-12 mo.)15% 7.5%

• Retention – 78% and Greater or Grow 3ppt (13-72

mo.)15% 7.5%

Inventory

• Local Inventory Coverage20%

GM

Confidential

DEALERSHIP-

SPECIFIC

TARGET

Purchases ($ Millions) < 2.9 2.9 – 4.49 4.5 – 6.4 6.5 – 11.57 11.58 – 15.45 15.45+

% of

Purchases

@ 100% 5.3% 7.0% 8.3% 8.8% 9.3% 10.0%

@ 120% 6.36% 8.4% 9.96% 10.56% 11.16% 12.0%

QUALIFIERS

RetailWhole

sale

RIM

Co

mp

lia

nc

e

85% 80%

RIM

Pu

rch

as

e

Lo

ya

lty

90 %

Sa

les

Lo

ya

lty

(no

BS

A)

85 %

CONFORMANCE REQUIREMENTS

(40%)

Warranty Management

• Policy Tool Use Greater than 80%

Data Management

• Customer Pay Common Labor Ops

Retail Process

• National Retail Plan Enrollment

• Service Lane Tool Enrollment

• Gold or Platinum

• With GM Online Service

Scheduling Integration

BDC Conformance

• Training

• Service Smarts Online Manifest

Download

• Certified Internet Dealer

Signed Wholesale Agreement

1

2 3 4

+ Potential Incremental Bonuses

R W

HIT

BOTH

Continued on Next Page

3. CONFORMANCE REQUIREMENTS (40% OF TARGET)

CATEGORY REQUIREMENT

All Dealers

Warranty Management • Policy Tool Use Greater than 80%

Data Management• Customer Pay Common Labor Operations (all

dealerships pass until metric is ready)

Retail Process

• National Retail Plan Enrollment

• Service Lane Tool Enrollment• Gold or Platinum

• With GM Online Service Scheduling Integration

• Essential Service Elements payout will

continue

BDC Conformance

• Training – BDC manager assigned in LMS and

completed previous quarters training

• Service Smarts Online Manifest Download

• Certified Internet Dealer

Wholesale

Dealers

Signed Wholesale

Agreement

PASE (PARTS & SERVICE EXCELLENCE)


PASE CONFORMANCE

1 2


3 ppt increase is YOY- For example, April

2018 payout will be based on April 2017 for

NV Retention in AGSSA and FSV in AGSSA

as baseline

PASE PERFORMANCE


PASE-DEALER TREND CHART

1 4

Click on the

Metrics dropdown

Select the Dealer

Retention exhibit


PASE YOY NUMBER-WHERE DO I FIND IT?

1 5

To find 12 month YOY

starting point

Use criteria filter to choose between 7-12

month and 13-72 month windows

April 2018 PASE payout will

use April 2017 (or 78) +3 ppts

as baseline. In this particular

case, 70.5 + 3 = 73.5.


In the case of the Dealer at the left, we see that their Category 1

(circled in RED) Retention is 71.9% for:

• Sale Type – New

• Purchase Window – 13-72 Months

• Division – Rooftop

• Rolling 12 month period ending November, 2017

If we want to determine how many inactive Customers it would

require to increase our Retention to 73.5% (for November 2017 data

in this case), we would take the Denominator in this category and:

• Multiply 540 (Denominator) by .735 (result is 397)

• Subtract the Numerator (397) from 388 and we end up with 9.

• In order to have achieved a Service Retention of 73.5% for

Category 1 (Sold By Dealer in AGSSA) in November 2017, we

would have had to convert 9 Inactive Customers to Active

Customers

It is important to understand that the denominator for December 2017

(in this case) will likely change as there will be vehicles added as well

as subtracted from the 13-72 Month Purchase window.

PASE CALCULATION


PASE DAILY TRACKING EXHIBIT

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New Business Development

Support App in Global ConnectFor quick BDC Best Practice Videos click on Process > Dealer Best Practice Videos

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PURPOSE- WORD TRACKS

The purpose of these word tracks is to provide your team witha foundation to communicate with their customers.

These files can be used when your team is contactingcustomers about our vehicles and will provide them with acomfortable starting point.

Ideally, these should be modified to suit your individualdealership and customer’s needs.

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HOW TO ACCESS SERVICE SMARTS ONLINE?

Utilize Service Smarts Online (SSO) in Global Connect> APP Center > Service > Service Smarts Online to determine which customers may be in need of service.

Continued on next page

CUSTOMER LISTS

HOME

This is where you can find lists that can be helpful in determining which customers to contact. Use the recent customer list to determine which recent customers have yet to schedule their ‘first service visit’. Use the inactive customer list to contact customers that have not been in for a customer pay event in at least 1 year. You may also download the active customer list to create other manifest lists that you find beneficial. Be sure to double-check your DMS or SWB Consultant Dashboard to verify that the customer has not recently been in for maintenance.

SERVICE APPOINTMENTS

Whenever working with service customers,please make sure that the customer has notbeen in recently for service that has not beenpicked up on SSO. We need to look at theDMS to see the customers history. We canalso see the service history on the SWBConsultant Dashboard in Global Connect tosee if maintenance work has been done atany GM dealership. Please remember thatthese word tracks are for customer pay workonly, and the customer may have been to adealership for warranty work.


CONSULTANT DASHBOARD

Below are screen shots of the consultant dashboard located in Global Connect under the ServiceWorkbench which will show you a warranty and dealer maintenance history of the vehicle. If the repairorder history (car on a lift) is green it means your dealership did the work, if it is grey another dealerdid the work. Of course, we will not show if the vehicle has been to an independent repair shop. Thisscreen will also show outstanding recalls on the vehicle as well as applicable warranties.

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FIRST SERVICE VISIT-CHEVROLET

Hello Mr./Mrs. [last name]. I am [service consultant name] calling from the service department at [Dealership Name] and I once again want to thank you for your business, and I would like to schedule the complimentary maintenance on your [Model].

Are you familiar with the Chevrolet Complete Care Scheduled Maintenance program that you received with your purchase?

No- Great, let me tell you a little bit about it! This Protection includes complimentary oil and filter changes, tire rotations, and with each visit a 27 point inspection. That will only be at no cost to you for the first [X] years/24,000 miles of ownership so we certainly want to make sure you are able to take advantage of it! Our goal is to complete this service by our Certified Service experts in 1 hour or less. When you come in if you if you choose to wait we offer free Wi-Fi, beverages, and a children’s play area at our newly remodeled facility. We also have a complimentary shuttle service if you have other plans.

Yes- Awesome! So you know how important it is to take advantage of those services before they run out.

I have a couple openings this week. Do you prefer morning or afternoons? Perfect. How about [Day] @ [Time]? That sounds great!

Remember:

1. Thank the customer for their business2. Make it convenient for the customer3. Differentiate your dealership


So [First Name], I have you scheduled for [day] at [time] for your first maintenance service. I will send you an email with all of my contact information in case something comes up and you need to reschedule. What is going to be the best email address that I send that to?

Thanks so much and we look forward to seeing you soon!

No Appointment---I completely understand this week won’t work for you. Because you know your schedule better than I would is there an upcoming day next week that will work better for you? No- Ok no problem! If you are okay with it I would like to send you an email with my contact information in case you have an opening in your schedule anytime soon. It will also have some information on how you can schedule on line in case that is easier. I have your email as -------------- Is that correct?

Thanks so much [Name], we appreciate your time and business.

This is a sample script of what to say to a Chevrolet customer when scheduling the first service visit.

FIRST SERVICE VISIT-CHEVROLET

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Please note that 2014-2015 model year is a total of 4 service events and 2016 and newer model year is 2 service events





Remember:


FIRST SERVICE VISIT-BUICK



Are you familiar with the Experience Buick pre-paid maintenance plan that you received with your purchase?

No- Great, let me tell you a little bit about it! This Protection includes complimentary oil and filter changes, tire rotations, and with each visit a 27 point inspection. That will only be at no cost to you for the first 2 years/24,000 miles of ownership so we certainly want to make sure you are able to take advantage of it! Our goal is to complete this service by our Certified Service experts in 1 hour or less. When you come in if you if you choose to wait we offer free Wi-Fi, beverages, and a children’s play area at our newly remodeled facility. We also have a complimentary shuttle service if you have other plans.



This is a sample script of what to say to a Buick customer when scheduling the first service visit.

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FIRST SERVICE VISIT-BUICK


Are you familiar with the GMC Pro Grade Protection scheduled maintenance that you received with your purchase?




Remember:

1. Thank the customer for their business2. Make it convenient for the customer3. Differentiate your dealership Continued on

Next Page



No Appointment---I completely understand this week won’t work for you. Because you know your schedule better than I would is there an upcoming day next week that will work better for you?

No- Ok no problem! If you are okay with it I would like to send you an email with my contact information in case you have an opening in your schedule anytime soon. It will also have some information on how you can schedule on line in case that is easier. I have your email as -------------- Is that correct?


FIRST SERVICE VISIT-GMCThis is a sample script of what to say to a GMC customer when scheduling the first service visit.

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FIRST SERVICE VISIT-GMC

Hello Mr./Mrs. [last name]. I am [service consultant name] calling from the service department at [Dealership Name] and I once again want to thank you for your business, and I would like to schedule the complimentary Cadillac Premium Care Maintenance on your [Model].

Are you familiar with the Cadillac Premium Care Maintenance that you received with your purchase?

No- Great, let me tell you a little bit about it! This Protection includes complimentary oil and filter changes, tire rotations, Engine Air Filter Replacement, Passenger Compartment Air Filter Replacement, and with each visit a 27 point inspection. That will only be at no cost to you for the first 4 years/50,000 miles of ownership so we certainly want to make sure you are able to take advantage of it! Our goal is to complete this service by our Certified Service experts in 1 hour or less. When you come in if you if you choose to wait we offer free Wi-Fi, beverages, and a children’s play area at our newly remodeled facility. We also have a complimentary shuttle service if you have other plans.









FIRST SERVICE VISIT-CADILLACThis is a sample script of what to say to a Cadillac customer when scheduling the first service visit.

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FIRST SERVICE VISIT-CADILLAC


Are you familiar with the Certified Pre-owned Scheduled Maintenance plan that you received with your purchase?





To find your CPO Manifest List go to:Global Connect > Sales Workbench >Dealer Web Manifest > Marketing Programs> Certified Pre-Owned Owner CareStandard Maintenance Manifest List





FIRST SERVICE VISIT-CPOThis is a sample script of what to say to a CPO customer when scheduling the first service visit.

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FIRST SERVICE VISIT-CPO

EVERYDAY VALUE PRICING

This is the retail plan. It focuses on the key maintenance items, Oil Change/TireRotate, MPVI, Brakes, Tires, and Batteries. We have “Everyday Value Pricing” onall of these items.For more information, please go to: gmprograminfo.com>customer care &aftersales>certified service>National Retail Plan


EVERYDAY VALUE PRICING-CADILLAC

This is the retail plan. It focuses on the key maintenance items, Oil Change/TireRotate, MPVI, Brakes, Tires, and Batteries. We have “Everyday Value Pricing” onall of these items.For more information, please go to: gmprograminfo.com>customer care &aftersales>certified service>National Retail Plan


2018 Chevy, Buick & GMC National Retail/Fleet Plan

Se

aso

na

l P

rom

otio

ns

$10 Cabin

and/or Engine

Air Filter Rebate

$49.95 or Less 6-Quart ACDelco dexos1* Full Synthetic Oil Change/4-Tire Rotation/Multi-Point Vehicle Inspection

$59.95 or Less 8-Quart ACDelco dexos1* Full Synthetic Oil Change/4-Tire Rotation/Multi-Point Vehicle Inspection

$99.95 or Less ACDelco Advantage Front OR Rear Brake Pads Installed (per axle)

$139.95 or Less ACDelco Professional Front OR Rear Brake Pads Installed (per axle)

$179.95 or GM Original Equipment Front OR Rear Brake Pads Installed (per axle)

$100/$70/$50/$40

Tire Rebate

$15

dexos1

&

Mobile

1 LOF

Rebate

Eve

ryd

ay V

alu

e P

rice

30-Day Tire Price Match Guarantee

$10 ACDelco

Professional/

Advantage Battery

Rebate

Double Your Rebate When You Use Your GM Card

$114.95 or Less ACDelco Advantage, $144.95 or Less ACDelco Prof. Silver

$159.95 or Less ACDelco Prof. Gold Batteries, $24.95 or Less Standard Installation, No Charge Battery Test

Add EVP

for GBB

Brake Pads

Increased

Battery

EVP by $10

Added

Advantage/

Removed

Prof. Red.

$.50 - $3 Spark Plug Rebate

100% GM

Funded

100%

Mail In

Rebate

$10

Professional/OE

TPMS Rebate

(per tire)$5 Wiper Rebate

$15 dexos1 &

Mobile1 LOF

Rebate

$20

Professional/OE

Brake Pad

Rebate

$10 ACDelco

Professional/Advant

age Battery Rebate

$100/$70/$50/$40

Tire Rebate

$10 Professional/OE

TPMS Rebate (per tire)

$10

Cabin/

Engin

e Air

Filter

Rebat

es

$5

Wiper

Rebat

e

Added

Double

Rebates

Additional $144.95 or Less for ACDelco Advantage Rotors Installed (per axle) - Car/Small SUV/Crossover

Additional $184.95 or Less for ACDelco Advantage Rotors Installed (per axle) - Truck/Mid Size SUV/Full Size SUV

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec


2018 Cadillac National Retail/Fleet Plan

$50 OR LESS 6-Quart ACDelco dexos1* Full Synthetic Oil Change/4-Tire Rotation/Multi-Point Vehicle Inspection$60 OR LESS 8-Quart ACDelco dexos1* Full Synthetic Oil Change/4-Tire Rotation/Multi-Point Vehicle Inspection

$180 or Less Per Axel GM Original Equipment Brake Pads InstalledPlus

Additional $290 or Less for OE ROTORS INSTALLED (per axle)

$100/$70/$50/$40 Tire Rebates

$5 Wiper Rebat

e

Ev

ery

da

y V

alu

e P

ric

eS

ea

son

al P

rom

oti

on

s

30-Day Tire Price Match Guarantee

$10 ACDelco Advantage/Prof

essional Battery Rebate

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Double Your Rebate When You Use Your GM Card

$160 or Less ACDelco Professional Gold Batteries$25 or Less Installation, No Charge Battery Test

$.50 - $3 Spark Plug Rebate100% GM

Funded

100%Mail-in Rebate

$10 Professional/

OE TPMS Rebate (per

tire)

$15 dexos1 & Mobile 1 LOF

Rebate

$10 Cabin and/or Engine Air Filter

Rebate

$20 Professional/O

E Brake Pad Rebate

$10 Advantage/Pro. Battery Rebate

$100/$70/$50/$40 Tire Rebates

$10 Professional/ OE TPMS Rebate (per

tire)

$10 Cabin/ Engine

Air Filter Rebat

es$15

dexos1 & Mobile

1 LOF Rebate

Added Double

Rebates

Increased $10

$5 OE Wiper Rebate

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Thank you for calling [Dealership Name]. This is [YourName]. How can I help you?

I’d be glad to assist you. May I have the phone numberassociated with your vehicle? (pull up the customer’s record

in the DMS/scheduling tool.)

Is this [Customer Name]? OR Am I speaking with[Customer Name]?IF NEW CUSTOMER: Let me be the first to welcome you to[Dealership]!

Are you calling in regarding your [Year/Model]?

IF NO: Ask for updated vehicle information and if theyhave any service needs for that vehicle.

Verify/Collect customer info including:

I also have [email address], is that still correct ORI noticed we don’t have an email address on file. It’s aneasy way for [Division/Dealership] to keep you informedabout your vehicle. Which one would you prefer we use,your personal or work email…..?

Thanks you for helping me to update your record! Youmentioned [Reason for call]. And how many miles do youhave on your vehicle?

INBOUND CALL

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This is a sample script of what to say for an inbound service call.

OK, give me just a moment. I see in your history…. OR According to our records…. (Take a moment to review the

customer’s service record. How long/many miles has it been since their last service? Have there been any declined services? Is the customer due for other services? Indicate that you have checked their vehicle history and position additional services.)

In addition to [Address Concern/Reason for Call], our records indicate a. It has been [time] since your last [service]. Would you

like to schedule that as well? ORb. You are due for your [Service]. Would you like to

schedule that as well? ORc. You are up to date on your service.

Is it ok if I take a moment to check for recalls on your vehicle?

I wanted to see if there are any recalls on your vehicle. As I expected, there are no product recalls but I wanted to be sure. ORI see there is a recall on your vehicle. I can schedule that as well.

Let me check on our next available appointment. What works best for you? (Offer at least two choices)

I would like to send you a confirmation, do you prefer text or email? Confirm email address.

Thank you for servicing with [Dealership, and we look forward to seeing you on [Date & Time]

Hello Mr./Mrs. [last name]. My name is [service consultantname] and I am calling to once again thank you for yourbusiness, and to let you know it’s been about [number ofmonths] since your last service visit at [insert dealername]. We would love to see you back in our servicefacility to schedule your next complimentary maintenanceservice on your [Model]. This service includes Dexos gradeoil, an original equipment AC Delco filter, and a fluid topoff. The 27 Point Inspection will be performed by CertifiedService experts, and includes a check of your brakes, tires,wiper blades, battery, and more to ensure your vehicle isrunning at peak efficiency.

As always, our goal is to perform these services in 1 houror less. We have a complimentary shuttle service, and ifyou choose to wait we offer free Wi-Fi, beverages, and achildren’s play area at our newly remodeled facility.




ACTIVE CUSTOMER

Remember- we’re trying to make anAppointment for oil change/tire rotation, orsimply a ‘pit stop’ for fluid and tire pressurechecks.

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This is a sample script of what to say to an active customer when scheduling the next pre-paid maintenance service visit.




Hello Mr./Mrs. [last name]. My name is [serviceconsultant name] and I am calling to once again thank youfor your business, and to let you know it’s been about[number of months] since your last service visit at [insertdealer name]. We would love to see you back in ourservice facility to schedule your next oil change/tirerotation which includes a 27 Point Inspection, all for$49.95/$59.95 (cars/trucks). This service includes up to6/8 (cars/trucks) quarts of Dexos grade oil, an originalequipment AC Delco filter, and a fluid top off. The 27 PointInspection will be performed by Certified Service experts,and includes a check of your brakes, tires, wiper blades,battery, and more to ensure your vehicle is running atpeak efficiency.

As always, our goal is to perform these services in 1 houror less. We have a complimentary shuttle service, and ifyou choose to wait we offer free Wi-Fi, beverages, and achildren’s play area at our newly remodeled facility.




Remember : We’re trying to make anAppointment for oil change/tire rotation,or simply a ‘pit stop’ for fluid and tirepressure checks.

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This is a sample script of what to say to an active customer when scheduling the next maintenance service visit.




ACTIVE CUSTOMER

Hello Mr./Mrs. [last name]. I am [service consultantname] calling from the service department at [DealershipName]. It looks like it’s been awhile since we last sawyour [Make/Model] for [Recommended/Required Service].

Have you been able to have this service completed recently? OR When was the last time you had this service done?

If YES: Can I ask where? (If why not is explained, “Why not us?”)

IF NO: I’m glad I called. Please allow us to help our [Service Director] would like to invite you back in for a complimentary Multi-Point Vehicle Inspection. This inspection is performed by Certified Service experts, and includes a check of your brakes, tires, wiper blades, battery, and more to ensure your vehicle is running at peak efficiency. If you should require any of these additional services we offer Everyday Value Pricing starting with our $49.95/$59.95 (cars/trucks) oil change/tire rotation service which includes up to 6/8 quarts (cars/trucks) of Dexos grade oil, an original equipment AC Delco filter, a tire rotation, and fluid top off.

Remember:


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IF NO AGAIN: If you don’t mind me asking, what’s the ONE thing preventing you from moving forward with completing this service?

A. TIME: Schedule a convenient time, Shuttle, Loaner, build the why Now!

B. MONEY: Maintenance is the cheapest insurance against breakdowns, Part Now, Part Later!

C. VALUE: Factory trained techs and parts, on the record with the manufacturer, Why Us!

This is a sample phone script using the Service Smarts Online ‘Inactive Customer List’

INACTIVE CUSTOMER

While your vehicle is here we will check to see if there are any outstanding recalls on your vehicle. Should you require it, we have a complimentary shuttle service, and if you choose to wait we offer free Wi-Fi, beverages, and a children’s play area in our state of the art facility.

I have a couple openings this week. Do you prefer morning or afternoons? Perfect, how about [Day] @ [Time]?

ONSTAR/DMN LEAD : OIL CHANGE

Hello Mr./Mrs. [last name]. My name is [service consultant name] with the service department at [Dealership Name] calling about your [Make/Model]. I just received notification from OnStar that your vehicle is in need of service very soon.

Have you recently had your [model] serviced?

No- Sounds like perfect timing! If you are not familiar with our everyday value service I think it would take care of your needs. For only $49.95/$59.95 (cars/trucks) our Certified Service Experts will complete your oil change service that includes up to 6/8 quarts (cars/trucks) of Dexos grade oil, a new filter, fluid level top-off, a tire rotation and 27 Point Vehicle Inspection. This inspection is includes a check of your brakes, tires, wiper blades, battery, and more to ensure your vehicle is running at peak efficiency. We will also check to see if there are any outstanding recalls on your vehicle while you are here.

Our goal is to perform these services in 1 hour or less.We have a complimentary shuttle service, and if you chooseto wait we offer free Wi-Fi, beverages, and a children’s playarea at our newly remodeled facility.

I have a couple openings this week. Do you prefer morning or afternoons? Perfect how about [Day] @ [Time]? That sounds great!

So [First Name], I have you scheduled for [day] at [time] for your maintenance service. I will send you an email with all of my contact information in case something comes up and you need to reschedule. What is going to be the best email address that I send that to?

Remember


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Yes- Great I am glad to hear you are all set. May I note where you had your services completed?

If completed at a jiffy lube or similar location----Thanks for the additional info! We always like to remind our customers that for only $49.95/$59.95 (cars/trucks) our Certified Service Experts will complete your oil change service that includes up to 6/8 quarts of Dexos grade oil, a new filter, fluid level top-off, a tire rotation and 27 Point Vehicle Inspection. This inspection is performed by our Certified Service experts, and includes a check of your brakes, tires, wiper blades, battery, and more to ensure your vehicle is running at peak efficiency. We will also check to see if there are any outstanding recalls on your vehicle while you are here.

We hope you will keep us in mind when it is time for your next service. I will keep you in the loop via email on some of our specials if that is okay.

This is a sample script of what to say to a customer when responding to an OnStar/DMN service lead for an oil change.

ONSTAR/DMN LEAD : MILEAGE BASED

Hello Mr./Mrs. [last name]. My name is [service consultant name] with the service department at [Dealership Name] calling about your [Make/Model]. I just received notification from OnStar that your vehicle is in need of [say type of service-tire rotation/fluid change, etc.] service very soon.

Have you recently had your [model] serviced?

No- Sounds like perfect timing! [State the service that can be performed and the pricing for that service] I think it would take care of your needs. Of course, while your vehicle is here, our Certified Technicians will perform a 27 Point Vehicle Inspection. This inspection is includes a check of your brakes, tires, wiper blades, battery, and more to ensure your vehicle is running at peak efficiency. We will also check to see if there are any outstanding recalls on your vehicle while you are here.

Our goal is to perform these services in 1 hour or less.We have a complimentary shuttle service, and if you chooseto wait we offer free Wi-Fi, beverages, and a children’s playarea at our newly remodeled facility.

I have a couple openings this week. Do you prefer morning or afternoons? Perfect how about [Day] @ [Time]? That sounds great!

Remember:


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So [First Name], I have you scheduled for [day] at [time] for your maintenance service. I will send you an email with all of my contact information in case something comes up and you need to reschedule. What is going to be the best email address that I send that to?


Yes- Great I am glad to hear you are all set. May I note where you had your services completed?

If completed at a jiffy lube or similar location----Thanks for the additional info! We always like to remind our customers that we offer a free 27 Point Vehicle Inspection. This inspection is performed by our Certified Service experts, and includes a check of your brakes, tires, wiper blades, battery, and more to ensure your vehicle is running at peak efficiency. We will also check to see if there are any outstanding recalls on your vehicle while you are here.

We hope you will keep us in mind when it is time for your next service. I will keep you in the loop via email on some of our specials if that is okay.

This is a sample script of what to say to a customer when responding to an OnStar/DMN service lead for a mileage based service.

Hello Mr./Mrs. [last name]. My name is [service consultantname] and I am calling as we noticed the last time you werein that you were due for [XYZ Service].

Great News! We want to let you know [insert dealer name] iscurrently offering [xx% off XYZ Service]. Now would be aperfect time to schedule this service.

And as always, while you are in for service at our facility, wewill perform a complimentary 27 Point Vehicle Inspection.This inspection is performed by our Certified Service experts,and includes a check of your brakes, tires, wiper blades,battery, and more to ensure your vehicle is running at peakefficiency.

Should you require it, we have a complimentary shuttleservice, and if you choose to wait we offer free Wi-Fi,beverages, and a children’s play area in our state of the artfacility.


Remember:

1. Communicate the Benefit for the customer2. Make it convenient for the customer3. Differentiate your dealership

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So [First Name], I have you scheduled for [day] at [time] for [XYZ] service. I will send you an email with all of my contact information in case something comes up and you need to reschedule. What is going to be the best email address that I send that to?





DECLINED SERVICE FOLLOW-UPThis script is designed to be used as a follow up for customers that have declined a service on a previous visit.


MAR-APR SEP-OCT-NOV

GM $100/$70/$50 Tire Rebate

Remember:

1. Look at ‘declined services’ for Yellow/RedMPVI tire readings

2. Check Manufacturer Rebates during non GM rebate periods0

GM $100/$70/$50 Tire Rebate

• When GM is not in the Retail Plan tire rebate period (see retail calendar), there is usually a rebate being offered by various tire manufacturers• Look up what is being

offered each month at www.gmtirebilling.com

• Customers are sensitive to price on tires, so make sure to emphasize the Tire Price Match Guarantee

• Any questions on tires, please call the GM Tire Program Headquarters at :

1-877-728-4737

TIRES

http://www.gmtirebilling.com/

Hello Mr./Mrs. [last name]. My name is [service consultantname] and I am calling as we noticed the last time you werein that it was nearing time for a new set of tires.

We want to let you know that [insert division or tire mfgname] is currently offering up to a $100 mail in rebate whenyou purchase a set of 4 tires from [insert dealer name]. Westock a full line of original equipment and factoryrecommended tires for your [insert year/make /model]. Inaddition, we always offer a Tire Price Match Guarantee whichmeans you will never pay more for a set of the same tiresoffered by any local tire retailer.

And as always, while you are in for service at our facility, wewill perform a complimentary 27 Point Vehicle Inspection.This inspection is performed by our Certified Service experts,and includes a check of your brakes, tires, wiper blades,battery, and more to ensure your vehicle is running at peakefficiency.

Should you require it, we have a complimentary shuttleservice, and if you choose to wait we offer free Wi-Fi,beverages, and a children’s play area in our state of the artfacility.


Remember:


Home

So [First Name], I have you scheduled for [day] at [time] for this service. I will send you an email with all of my contact information in case something comes up and you need to reschedule. What is going to be the best email address that I send that to?





TIRESThis script is designed to be used as a follow up for customers that have declined tire replacement on a previous visit.

Copyright © 2017 PROACTIVE DEALER SOLUTIONS, LLC. All rights reserved. PRICE• What makes you say that? Have you seen a complete [Service] with factory components advertised for less? We ind

ourselves to be very competitive on price. I also have an good/better service that could save you money as well OR

• I understand and appreciate that. Keep in mind that every dollar in maintenance can actually save you much more inunwanted repair cost.

HOW MUCH WILL IN COST?• Our initial diagnostic fee is [Price] which is applied towards any repairs that may be needed. If there are additional costs,

your service advisor will provide you with the cost and amount of time needed before any work is done.

HOW MUCH DOES A [SERVICE] COST? (Diagnosis from another shop)• That sounds like it could actually be several different things. It would be to your advantage to let us have our certified

technicians take a preliminary look at the issue and make sure that diagnosis is correct. The last thing we would want to dois have you make the wrong repair!

• Our initial diagnostic fee is {Price], which is applied towards any repairs that my be needed. If there are additional costs,your service advisor will proved you with the cost and amount of time needed before any work is done.

PRICE IS TOO HIGHNever apologize, always support why!• What makes you say that? Have you seen a complete [Service] with factory components advertised for less?

• If Yes: Find out what was offered, who it is, and the amount. Follow up with service management.• As you can appreciate, we only use factory parts. What that means to you is our parts are designed and manufactured to

manufacturer specifications. They also carry a [Time/Mileage] warranty for both parts and labor, which is good an any[Brand] dealership in the US/CA.

OR• Our technicians are manufacturer certified. What that means to you is they have undergone extensive factory training, and

can quickly and accurately diagnose and complete the repairs needed on your vehicle. The repairs on your vehicle will becompleted under the manufacturers recommended guidelines.

Continued

REBUTTALS This section can be used to overcome customer ‘objections’

WHAT CAN IT BE/HOW LONG WILL IT TAKE?• Our initial diagnostics generally takes about 90 minutes once the technician gets to look at the vehicle. After that, we can

give you a better idea of what is going on, how long the repair may take, and if there are any additional charges.• Still Objects: As I’m sure you can appreciate, your vehicle is fairly complicated. Our certified technicians are

specially trained and use manufacturer diagnostic equipment to pinpoint the cause and repair of maintenance issues.This can save you money as well as time. What time of day works best for you?

NOT SURE IT NEEDS TO BE DONEIf required maintenance, use the phrase:• Based on your time/miles, the manufacturer does require this service be done. It will help you maintain your vehicle,

manufacturer warranty coverage, and reduce potential unexpected breakdowns.Again, be ready to offer an alternative service:• Let’s do this, the base service is [Service]. Let’s get that done now. When you come in your service advisor will be able to

discuss any other needs your vehicle may have.

BAD EXPERIENCE• Can you share with me what happened? (Allow the client to vent.)• I apologize for that. I cant change the past, but I can make sure your next service visit meets your expectations. Will you

allow me to do that?• Still Objects: I understand, can I ask a question? You do agree your vehicle will need service soon, correct? All we

can ask for is the opportunity to help you maintain your vehicle. I feel confident my Service Manager will make sureyour expectations are met. If we don’t I certainly would not expect you to do business with us again, fair enough?Will you allow me to help you out?

DON’T KNOW MY SCHEDULE• No problem, is early, middle, or the end of the [Week/Month] generally better for you? Are mornings or afternoons more

convenient?• Still Objects: I understand, when would be the best time for me to contact you where you would have a better idea

of your schedule? Later this morning or early afternoon?

Continued

REBUTTALSThis section can be used to overcome customer ‘objections’

.

GO TO MY MECHANIC• I’m glad to see that you are taking care of your vehicle. Can I ask where you had that done? Was it because you think they

charge less or is the location a little closer for you? (Determine why the customer is going somewhere else, time, money, etc.)I understand. We would like to assist you in maintaining your vehicle. Some of our clients use their own mechanic for other

services while utilizing us for other needs. That way they still have certified manufacturer technicians assisting in theMaintenance of their vehicle.

I’m sure you would agree that makes sense, doesn’t it?

DO IT MYSELF• I’m glad to see that you are taking care of your vehicle. Is that because you like working on your vehicle or are you trying to save

money? (Determine why the customer works on his own vehicle)• Enjoys working on vehicle: That’s great. Keep in mind, if you are sort on time or when you need the right equipment for

alignments, fluid exchanges, etc… we can help!• Save money: We are competitively priced, especially when you factor in getting everything you need and properly

disposing of the fluids and used parts.

Even though the client has called in and they are more willing to book the appointment, there are still objections that occur. The BDRmust attempt to use the appropriate rebuttal to set the appointment.

CAN I SPEAK WITH (SERVICE ADVISOR)?• Are you calling to schedule an appointment or check on the status of a vehicle that is here?

• Status Check: Direct call to the advisor with a warm transfer.• Appointment: [Service Advisor] is assisting a client at the moment. I can schedule that now for you and will let them know

about the appointment.If the client is agitated, common sense prevails!

I JUST HAVE A QUESTIONSlow the process down and position the appointment as the answer.• I want to make sure I direct you to the right person. Can you briefly describe your question? I’d be happy to help you with that.Qualify the question as maintenance or a problem and ask for the appointment.

Continued


.

IS THIS COVERED UNDER WARRANTY?This answer lies at the dealership. Go for the appointment without disclosing yes or no. There may be circumstances thatservice management can make special considerations. If you say no, will the customer schedule the appointment? Start witha diagnostic approach:• It would be to your advantage to let us take a preliminary look at the issue. We would much rather bill [Division] for the

repair than you.• Still Objects: I understand your concern but let me ask, is sounds like you will need to have this done soon,

regardless if you have it done here or somewhere else. Let’s have our certified technicians take a look at the situationand provide you with an accurate and professional diagnosis, as well as some potential options. What time of dayworks best for you?

WANTING A SATURDAY FOR REPAIR WORKIf Saturday is designated for maintenance only, position the benefits for service during the week.• It is to your advantage to let us look at that during the week. This will allow us to have quicker access to any parts as well

as support from the Manufacturer. (Don’t say, “We don’t do that on Saturday”!)• Come in [give alternate dates/times]. That way I know we can get you in and out quickly, and you’ll be able to spend your

Saturday ENJOYING your day!

IF CUSTOMER DAYS THEY NEED TO TALK TO SOMEONE ELSE BEFORE SCHEDULING• Well, let me ask you this, when is your (Wife, Sister, Neighbor, Colleague, etc.) typically more available? During daytimes or

evenings? OK, let’s do this. I’ll put you down for [Select Day/Time] and you double check with (Wife, Sister, Neighbor,Colleague, etc.) and, if for any reason that time doesn’t work out, then just give me a call and let me know. That soundsokay, doesn’t it? If yes: Great!

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.

ONSTAR REACTIVATION MANIFEST

Program Overview/Description: A monthly manifest for dealers, that would allowthem to identify OnStar customers that are no longer active. This list will support OnStar's program to remarket to inactive customers (2011-current) and offer them a 3 month trial subscription that would tie the customer to a 3 year basic package.

Program Objective/How to Effectively Use the Manifest List: The OnStar reactivation manifest list is a useful tool for dealers to identify inactive service customers and leverage the complimentary OnStar 3 year Basic Plan as an additional closing tool.

Audience Type: Any Chevy, Cadillac, Buick or GMC BNSR, BCSR or BUSR owners, MY 2011 and newer, OnStar inactive only.

Manifest Post Frequency: (only applicable if this is a reoccurring manifest, in which data is refreshed): New list will be posted every month on the 5th

Questions?? Contact the Dealer Business Center (DBC):1-888-414-6322


Global Connect > Dealer Web Manifest List > Manifest Lists

ONSTAR REACTIVATION MANIFEST

Hello, may I speak to (Customer Name) please?

This is (Your Name) calling from (Dealership Name)

The reason that I am calling is to see if you still own the (Make, Model) vehicle that you have brought to the

Dealership for service in the past. Do you still own this vehicle?

On behalf of (Dealership Name) I wanted to thank you for being a loyal customer, and let you know that you

are eligible to receive 3 free years of OnStar basic connectivity. Which includes select OnStar remotelink

mobile app. features and advanced diagnostic services. This allows you to start your car and unlock your doors

with your smartphone from wherever you are, and receive monthly diagnostic reports.

There is no cost and no obligation – these features come included with your vehicle. You just need to press the

blue OnStar button in your vehicle and tell the OnStar Advisor that your GM dealer informed you that you

qualify for the “3 On Us” offer to get your 3 free years of OnStar Basic Connectivity. Or, if you prefer, you can

bring your vehicle here at the time of your choice, and we can reactivate your system for you. While you’re

here we can perform a free multi-point inspection on your vehicle and offer you a complimentary car wash! If

this works for you, do mornings or afternoons work better for you?...... (Please understand this plan does not

include safety and security services).

Thank you for taking the time to speak with me today. If you have any questions, or if I can assist you further,

please let me know.

This script is designed to be used to reactivate a vehicle that has an inactive OnStar account.

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DIRECT MAIL PURPOSE

HOME

The purpose of these Best Practices is to provide your team with proven options for contacting your inactive customers via direct mail.

These files can be utilized when your team is developing a strategy to increase retention and will provide them with a comfortable starting point.

Ideally, these should be modified to suit your individual dealership and customer’s needs.

POP CARD BEST PRACTICE

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SSO Best Practice

In Service Smarts Online, click on Metrics > Service Retention Detail. Then hyperlink for ‘not serviced’ customers. Once viewing the list, click up arrow on tool bar to export list to CSSR/Epsilon.


Continue to next page

Upload inactive customers and single

visit customers sold by dealer in

AGSSA to Epsilon.

ROI: Mailed 5,001 customers in Feb,

Mar & April. 838 customers serviced

or 16% return rate

Cost: $4,945

Total amount of RO’s: $226,000

Service Retention in AGSSA

increased 1.1%

POP CARD BEST PRACTICE

INACTIVE CUSTOMER POP CARD

HOME

To Do:

1. Contact your Epsilon Marketing Representative tocreate your own ‘We Miss You’ POP card.

2. Export your customer list to Epsilon.

EPSILON’S INACTIVE CUSTOMER JUMBO POST CARD

HOME

To Do:

1. Export your Inactive List to Epsilon. 2. You can upload your lists to Epsilon. This is coop eligible.

INACTIVE CUSTOMER ‘WE MISS YOU’ POST CARD

HOME

To Do:

1. Export your Inactive List to Excel and perform a mailmerge to create mailing labels. Perform monthly.

2. DIY: Create your “We’ve Missed You!” post card and have a large quantity printed.

DEALERSHIP LETTER TO INACTIVE CUSTOMERS

Best Practice: This dealershipcreated a letter on dealershipletterhead to send out monthlyto Inactive customers.

They believe that since theenvelope had their dealershipname on it, they experienced alarge number of redemptions.

To Do:

1. Take action with your customers that are inactiveto offer them special reward for servicing at yourdealership.

2. Perform a mail merge with this letter on your letterhead

Home

“100,000 MILE CLUB”

Best Practice: This dealershipcreated a free 100,000 MileClub for all new and usedvehicle owners over 100Kodometer mileage.

Each month download yourInactive Customer list andexport to excel. Sort bycustomers with over 90,000miles which appears on columnO described as ‘Last OdometerMileage’.

HOME

To Do:

Take action with your customers that over100,000 miles to offer them special rewards or benefits for servicing at your dealership.

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TOP 10 ZIP CODES

To Do:

1. Click on Metrics tab then Top 10 Zip Codes.2. Identify zip code with most inactive customers.3. Sort excel list by zip code with biggest opportunity.4. Target those zip codes with largest population

of inactive customers for direct mail.

HOW TO COMPILE A LIST OF CUSTOMERS WHO ARE ABOUT TO BECOME INACTIVE


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HOW TO COMPILE A LIST OF CUSTOMERS WHO ARE ABOUT TO BECOME INACTIVE

CUSTOMERS WITH INCLUDED MAINTENANCE

Go to Service Smarts Online >> Lists >> Custom List Generator>> click on Select List then 2014-2015 or 2014-2016. It is recommended to click Select All (as indicated by red arrow) to pick up ‘Dealer Serviced’ and ‘Other Dealer Serviced’ as well. Then click on Next & Finish. Export to Excel, and sort list by ‘last CP service date’ oldest to newest.

Note: In ServiceSmarts a customer is inactive after 12 months of no CP ROs, so by ‘selecting all’ there will be some active customers included, however they may still be in need of service. You should determine if service is needed by time/mileage.

Then cut and paste the VIN into SWB consultant dashboard before contacting the customer. In dashboard you can see remaining visits of Included Maintenance.

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ADDITIONAL MILEAGE BASED OPPORTUNITYCHEVROLET CRUZE

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Best Practice - Using SSO to Identify Opportunity

James Sheldon-DMA worked with Hudiburg Chevrolet (BAC 112395) using the Customer List file in SSO: By using the 8th digit of the VIN (to identify engine code) to pull Cruze customer data from Service Smarts Online and identify the specific engine codes. HudiburgChevrolet (112395) then works the file to Specifically market to Cruze owners based on mileage driven items:· Cruze with 1.4 requires spark plugs at 60,000 miles· Cruze with 1.8 needs timing belt changes at 97,000 miles· Cruze with 2.0 diesel needs timing belt at 100,000 miles

and a fuel filter every 30,000 miles

RECALL LIST MATCHED TO INACTIVE CUSTOMER LIST

AGING DASHBOARD


AGING DASHBOARD - DO YOU KNOW WHY YOU HAVE DEFECTORS?


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AGING DASHBOARD

GM BRANDED PROTECTION


BRANDED PROTECTION OPPORTUNITIES – SERVICE LANE –

▪Promote ‘everyday’ the CBGC Protection Portfolio in the service lane and customer lounge

▪VSC’s – sell to customers prior to base warranty expiring

oPromote ‘Disappearing deductible’…a great customer retention tool for selling Dealer!

▪PPM – sell to customers prior to ‘Included Maintenance’ expiring

▪Promote Tire & Wheel/Tires Protection - every set of tires sold

o“$ Off” campaign aligned with National Retail Plan consumer rebate tire windows (Mar-Apr) / (Sept-Nov)

▪Utilize Service Smarts On-Line data for CSSR plays (eStrike)

oAwareness campaign for loyal customers with $ off savings

oAwareness campaign for ‘not-serviced’ customers (12+ months, no visit)

▪Utilize Service BDC - awareness generation and special offers


Sell Sheet


BRANDED PROTECTION FAQs

Contact your Protection Team Member for more informationHOME

GM BUYPOWER CARD- PLUS UP OPPORTUNITY Increase service sales and retention.

➢Pilot experienced instant credit transactions 3x higher than GM customer repair order averaging $940.

Offer Certified Service Marketing Seasonal Promotional Plus Ups only available to GM Card and NRP enrolled Dealers.

➢Spring: Up to $200 off Tires in March and April

▪ $100 rebate- 100% GM Funded

▪ Up to $100 GM Card credit- 100% GM Funded

➢Summer: Up to $40 off Brakes in June-August

▪ $20 National Retail Plan Brake rebate- $10 GM funded; $10 Dealer funded

▪ Additional $20 plus up rebate offer- GM Funded

➢Fall: Up to $200 off Tires in September- November

▪ $100 rebate- 100% GM Funded

▪ Up to $100 GM Card credit- 100% GM Funded

➢ Increased national advertising supporting national seasonal promotional plus ups promotions.

Best of all, every purchase a customer makes will generate earnings which can be used towards the purchase of their next new GM vehicle.

Email Blast

Leverage these cards to ‘plus up’ the CertifiedService Offers that are available at various timesthroughout the year.


JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

$100/$70/$50 TIRE REBATE

$20 OE and ACDelco PROFESSIONAL BRAKE PAD REBATE

Sea

son

al Pro

motion

s

PROMOTE MANUFACTURER REBATES$100/$70/$50 TIRE REBATE

$100 Statement

Credit – New Card

Member

GM BUYPOWER CARD 2017 CERTIFIED SERVICE PLUS UP PROMOTIONS

* To participate in the Certified Service Plus Up Promotions your dealership must be enrolled in the 2017 National Retail Plan AND the GM Card.

Program continuation will be partially evaluated based on volume of dealer enrollment and participation.

Certified Service

National Retail Plan

Certified Service Plus Up

Promotions*

Up to $200 off Tires• $100/$70/$50 TIRE

REBATE GM Funded• $100 Statement Credit

GM funded

$40 OE and ACDelco PROFESSIONAL BRAKE PAD

REBATE• $30 GM Funded

• $10 Dealer Funded

Up to $200 off Tires• $100/$70/$50 TIRE REBATE GM

Funded• $100 Statement Credit GM funded

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EMAIL BLAST

Email Blast

Export your Inactive Customer List to excel. Column W contains the customers’ email thatis listed in DMS system.

HOME

Email Blast

Export your Inactive Customer List to excel. Column W contains the customers’ email thatis listed in DMS system.

HOME

Best Practice: Send an email toyour inactive customers fromyour email provider, such asOutlook.

Each month download yourinactive customer list for both7-12 months and 13-72 monthsand export to excel from thehomepage pitchfork.

See examples of email templatewording.

Good Morning, just a friendly reminder that 2014 and 2015 Chevrolets have a complimentary Oil Change, Tire Rotation, and Inspection for 2 years or 24,000 mile from the date of your purchase (whichever comes 1st). You can make a total of 4 visits in that time frame. Be sure to take advantage of this program.

To schedule an appointment call 800-xxx-xxxx or click here to schedule online www.mycertifiedservice.com.

Thank you, Service Manager

***************************************************I am contacting you today, as it’s been awhile since we last saw your vehicle in our service department.

We would like to offer you a complimentary Multi-Point VehicleInspection performed by Certified Service technician experts. We offerEveryday Value Pricing starting with our $39.95 oil change/tire rotationservice which includes up to 5 quarts of Dexos grade oil, an originalequipment AC Delco filter, a tire rotation, and fluid top off.

Should you require it, we have a complimentary shuttle service, and ifyou choose to wait we offer free Wi-Fi, beverages, and a children’s playarea in our state of the art facility.

To schedule an appointment call 800-xxx-xxxx or click here to scheduleonline www.mycertifiedservice.com.

EMAIL BLAST

http://www.mycertifiedservice.com/

http://www.mycertifiedservice.com/

PREFERRED OWNER PROGRAM

Preferred Owner Program:

Export your Inactive Customer List to Preferred OwnerProgram. ETA is estimated to be Q3 2014. Then sendyour customers a reminder about POP.

HOME

You’re invited…..We’d like to invite you to join

Our dealership’s Preferred Owner Program.

As a Preferred Owner, you can earn reward points that can

be used on a future service visit or vehicle purchase at our

dealership.

PREFERRED OWNER PROGRAMINTEGRATION OPPORTUNITIES

ServiceSmarts® Online (BDC can use to target market)

Pull a list of customers nearing their 3 year/36,000 warranty & offer an extended warranty package. Dealers may allow them to use Sales or Service account balances toward the purchase price

7-12 Month Not Serviced Customer List – Top priority to retain customers

Identify customers needing First Service Visit – GM Included Maintenance

Reward them for each GM Included Maintenance visit completed (ex. $10)

13-72 Month Inactive Customer List Identify customers not in for CP service in past 12 months

Initially, focus on those customers who potentially have GM Included Maintenance

Secondarily, focus on those who do not have GM Included Maintenance

Communicate Preferred Owner service balance and any remaining Included Maintenance visits

Reward for scheduling and completing service by during specific timeframe

Utilize 2x or 3x rewards based on age of vehicle, mileage or cost of repair

13-72 Month Active Customer List- soon to be inactive

Identify customers in for CP service in the past 12 months

Target those who serviced 9,10,11 and 12 months ago

Remind them of their Preferred Owner Service balance

Offer 2x reward to come in prior to the end of their 12 month service period.

PREFERRED OWNER PROGRAM SUPPORT

Maritz Loyalty Specialists Help with

Enrollment

Program setup (prelaunch)

Onsite launch assistance

Marketing & program sustainment

Tech Support Line: 877-249-9312

Unlimited Free Training

Online training

Training support line: 800-337-1910

Video training library

Opportunity to attend monthly webinars covering program features & functionality

HOW TO ENROLL IN THE PREFERRED OWNER PROGRAM

For GM Dealers Enrolled in GM SFE (NO COST!):

Log on to GMSFELive.com using Dealer Principal access (BAC+00)

Click RESOURCES menu link at the top of the screen

Click “Preferred Owner Program Enrollment” to enroll

For GM Dealers Not Enrolled in GM SFE:

Log in to GM GlobalConnect and access the link for the Customer Enthusiasm Portal

Click the link on the left-hand side that says “Enroll in the GM Preferred Owner Program”

INDEPENDENT REPAIR FACILITIES

Best Practice: Click on IRFunder Lists to see allIndependent Repair Facilitiesin your AGSSA. Then sort onscreen by # of employeesand export to excel. Thensort by Sales Volume.

Take Action: Use this list toMystery Shop your Top 5repair facility competitors.What are your competitors’customer advantages?

HOME

To Do:

Export IRF list and provide to the Parts Manageras a prospecting list of repair facilities who arepotential parts customers.

SALES OPPORTUNITY – SERVICE LOYAL

Best Practice: Click on ActiveCustomer under Lists to see all inyour AGSSA. Sort by Sold byDealer and look at one month at atime. Then sort by Customer PayVisits in lasts 24 months with 2 ormore visits equate to Dealer Loyal.Then sort by miles from dealerand odometer mileage. If highmileage, suggest Sales contact thecustomer.

Take Action: Offer a new vehicletest drive or Dealer LoyaltyProgram $200 towards purchase.

HOME

To Do:

Export the CSV Active Customer file to Sales Manager or BDC Manager as a prospecting list of customers who are potential New Vehicle customers.

Let’s Keep Earning Customers for LIFE!

ServiceSmarts Online

Utilizing Dealer Web Manifest List with SSO!

Continue to Next Page

ServiceSmarts Online is a comprehensive retention systems that turns service data into actionable insights. SSO calculates dealers retention based on customer proximity inside and outside their market area (AGSSA). These inactive customers have not had a customer pay visit to any GM dealership in the past 12 months. They may have had a warranty visit.

DEALER WEB MANIFEST

Example:

316 inactive

customers


New Feature!

Click to uploadto GM Manifest.All lists uploadedby 3 PM ET willbe in the usersDealer WebManifest list thefollowing day.


DEALER WEB MANIFEST

You can now export your Inactive Customer List to Dealer Web Manifest. Lists uploaded by 3PM ET will appear in Global Connect >> Sales >> Dealer Web Manifest >> Manifest Lists. Please click on blue hyperlink on the right


DEALER WEB MANIFEST


DEALER WEB MANIFEST

WORK THOSE LISTS!!!

• Your BDC can reach out to these Customers by phone or you can upload these list to a manifest list or CSSR portal to send out email blasts or direct mail offers to these customers.

• Review the SSO Best file located under the Overview Tab on ServiceSmarts Online homepage

- There you will find great ideas on how to reach out to these customers. Some examples include

• Phone Scripts for your BDC• Email Blast templates• POP Card examples• We missed you letters, etc...

The 3 lists mentioned in this presentation should be pulled Every Month! How you work these lists is up to you! Just make sure

you WORK THE LISTS in to order to “BRING EM BACK”!

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