1. 1. 2. 3. 4. 5. 6.7. 8.Appointments Daily Action Plan Proper Meet & Greet Listening Skills Walk-Around Process Service Menu Customer Promise Close the Sale

2. What is the first thing that must happen? 3. CHANGE! 4. We Must Know What Needs to Be Changed! 5. ACGs Evaluation Process 1. Financial Statement2. Personnel: Productive Vs. Non-Productive 3. DISC Evaluation (Potential) 4. Operational Structures 5. R.O. Survey 6. 1.Knowledge = What & Why2.Skill = How To, Practice3.Desire = The Want To Do 7. When Knowledge, Skill, and Desire Intersect with each other we form a: 8. First...The Most Important Habit!!!!Nothing Happens Until You Make An AppointmentMust have a Phone ScriptMust be able to take Appointments every 18 minutesMust Believe In The Appointment Process!!! 9. Service Manager Quote: GuyIt Seems Like Im Always Busy Because The Service Drive Is Always Packed In The Morning, The Phones Are Ringing Off The Hook, And We Are Always Moving Or Doing Something, However I Cant Figure Out Why My Sales Per Repair Order Are Low and My CSI Is On The Lower 50 Dealer List? 10. Dont Mistake Activity For Productivity! 11. A Picture is Worth A Thousand Words! This is a Real Life Service Writers Day 7:00am7:30am8:00am 12. Most Dealers think if your Busy (cars lined out to the street)we are making Money! 13. Any Questions? 14. How Can We Do What Your Asking When We Dont Have Any Time Now? 15. Train Your Customers To Come In Every 18 Minutes 7:18am 7:36am 7:54am 8:18am 8:36am 8:54am 9:18am 9:36am 9:54am 10:18am10:36am 10:54am 11:18am 11:36am 11:54am 16. Next We Need An EffectiveWe must not Give Out Prices Over The PhoneWe must Not Diagnosis Over The PhoneWe must Give The Customer OptionsNever Ask A Customer, Would You Like To Make An Appointment? 17. Primary Reason for the Phone ScriptTo Set A Drop-off Time! (Appointment) 18. Give the Customer Options! Morning or Afternoon? Monday or Tuesday?9:18 or 10:36? 19. Route SheetGoals15 Minutes before you open10-2-4 Dr. Pepper RuleBefore You Leave 20. TimeBucket Carryovers Customer Information Call Back Times Communication 21. Review Previous Days Success Did I Achieve My Goals? Review Todays Appointments Check Drop Off Box At 10am-2pm-4pm Update Route Sheet Prepare Pro-Pack Before You Leave: Hat Tags, Printer has Paper, Route Sheet, Pens, 27Point Inspection Forms 22. What is a Pro-Pack? 23. 10am-2pm-4pm pull your appointments Print out Pre-Writes Print out history Print out Recalls Review each and make notes Prepare Menu Prepare 27-point Inspection Put in a file for tomorrow based on the drop-off time (appointment) 24. Pro-Pack Walk-In UseYour Name UseYour Customers Name 25. SmileIts Contagious!!! 26. You Have Two Ears and One MouthPrime ItemAdditional ConcernsUse Open Ended QuestionsMust Fix This First 27. Have Pro-Pack Ready Meet & Greet Review Concerns From Pre-Write Ask If There Is Anything Else Wrong Check Lights (Counter Clockwise) Check For Dents Have Customer Pop Hood And Ask Them To Come Out And Watch Perform DAB A Lube 28. Pro-Pack Should Have A Menu Ready Based On Time, Mileage, and HistoryHave Options ReadyPerform The Presentation Feature (Is) & Benefits (DO)Review DAB A Lube Results Feature (Is) & Benefits (DO) 29. ReviewThe Prime Item First Review Additional Add-Ons Give Them The Complete Price Give them a Promise Time 30. Say:All I Need Is Your OK To Get Started HandThem A Pen DontSay Another Word!!! HeWho Speaks First Loses!!! 31. What About Objections? 32. If You Have Not Built A Relationship With Your Customer They Will Object!So 33. You Can Get A Number of Books and Training on How to Make Your Customer say Yes! However if Your Customer ever Feels that you Closed them without Having Built a Relationship Two Things Will Happen! 34. 1.They may Never Come Back and Tell 20 people How you Took Advantage of Them!2.They Come Back and Complain How You Took Advantage of Them and Still Tell 20 People! 35. Remember: Think Of Your Customers Not For Them!