Service Counter Sales Training – Kennewick, WA
To provide training and tools to help service personnel better manage their time and maximize sales while delivering excellent customer experience.

Overview:
One day, (7 hour) program created specifically for dealership service counter people. This course is great for service managers, service administrators, service sales and service advisors, or your up and coming “rising stars” that need a better understanding of financial concepts to be promoted into service department management roles. This includes a basic introduction to service department business financials and shows how everyday decisions have an impact on the dealerships bottom line. After attending this class, participants will understand the value of a technicians hour of labor, the importance of proper work order documentation and time management. It will also improve the customer experience by teaching interpersonal and communication skills.

Objective:
To provide training and tools to help service personnel better manage their time and maximize sales while delivering excellent customer experience. Service Counter Sales Training Brochure

Service Counter Sales Training date and location:

October 8, 2019
SpringHill Suites
7048 W Grandridge Blvd
Kennewick, WA 99336

Meeting Time: 9:00am – 5:00pm
Lunch is included

Pricing:

  • $450 Per Student for 1-4
  • $425 Per Student for 5 to 8
  • $375 Per Student for 9+
REGISTER

REGISTRATION POLICY & FEES
Advance registration is requested
A registration fee is required for EACH PERSON who attends. REGISTRATION POLICY: If you find you cannot attend the training after sending your paid registration, notify us by September 25 2019, and your fees will be refunded in full. Then, a $50 cancellation fee will apply until October 1, 2019. After that, no refunds will be issued for cancellation. You may substitute without penalty. To substitute or cancel, please submit your request in writing to WEDA, email edueck@westerneda.com or call Erin at 800-762-5616.

 

SKU: US-SCST-1-1-1-1 Categories: ,

Description

Overview:
One day, (7 hour) program created specifically for dealership service counter people. This course is great for service managers, service administrators, service sales and service advisors, or your up and coming “rising stars” that need a better understanding of financial concepts to be promoted into service department management roles. This includes a basic introduction to service department business financials and shows how everyday decisions have an impact on the dealerships bottom line. After attending this class, participants will understand the value of a technicians hour of labor, the importance of proper work order documentation and time management. It will also improve the customer experience by teaching interpersonal and communication skills.

Objective:
To provide training and tools to help service personnel better manage their time and maximize sales while delivering excellent customer experience. Service Counter Sales Training Brochure

Service Counter Sales Training date and location:

October 8, 2019
SpringHill Suites
7048 W Grandridge Blvd
Kennewick, WA 99336

Meeting Time: 9:00am – 5:00pm
Lunch is included

Pricing:

  • $450 Per Student for 1-4
  • $425 Per Student for 5 to 8
  • $375 Per Student for 9+
REGISTER

REGISTRATION POLICY & FEES
Advance registration is requested
A registration fee is required for EACH PERSON who attends. REGISTRATION POLICY: If you find you cannot attend the training after sending your paid registration, notify us by September 25 2019, and your fees will be refunded in full. Then, a $50 cancellation fee will apply until October 1, 2019. After that, no refunds will be issued for cancellation. You may substitute without penalty. To substitute or cancel, please submit your request in writing to WEDA, email edueck@westerneda.com or call Erin at 800-762-5616.

 

Details

MODULE 1:

Service Counter Sales Training

October 8, 2019 9:00am - October 8, 2019 5:00pm 2019-10-08 09:00:00 2019-10-08 17:00:00 America/Chicago Service Counter Sales Training Location Dealer Institute info@dealerinstitute.org Customer Service
  • The importance of parts service and product support on customer buying decisions
  • Personal professionalism
  • Customer interaction.
  • Effective followup
  • Internal customers (Whole goods & Parts departments)
  • Supplier relations (Sublet suppliers)
Value-added Service Sales
  •  Selling the value of proactive service programs
  •  Extended warranty programs
  •  Selling related parts with service packages
Department Profitability
  • Understanding basic service financials
  • Developing a direct “line of site” from everyday decisions and the impact that has on profitability.
  • Understanding service labor sales, non-Labor sales, and lost time.
  • Department expense control
  • Identifying profitability “leaks”
Conflict Resolution
  • Professionally dealing with difficult customers
  • Dealing with customer payment or credit issues
  • Professionalism when dealing with suppliers or warranty disputes.
Phone Skills
  • Effective telephone communication skills
  • Tracking incoming calls
  • Gathering information
  • Improving followup and problem solving
  • Proactive service sales skills
Time Management
  • Personal time management
  • Proactive vs reactive time management
  • Value of a Technician’s hour
  • Understanding service productivity
  • Understanding technician efficiency
  • Proven Technicnician work order documentation to improve efficiency
  • Providing better customer value with improved documentation

Instructors

Kelly Mathison
Kelly has almost 30 years’ experience in the agricultural equipment industry. He started his career as a sales representative during the high interest crunch of the 1980’s He then spent 10 years in sales and marketing with the distributor and wholesale manufacturer, Flexi Coil, covering Canada, Australia and the U.S. In 1996 he became a partner in a single store John Deere Dealership in Brandon, Manitoba. Over the next 12 years, it grew from 1 store to 7 when they eventually merged with Enns Brothers in 2008. Over the years, he gained experience as a Sales Manager, Aftermarket Manager, General Manager and Group Marketing Manager. In 2011, Kelly sold his partnership interest and took a contract as Group Product Support Manager with Chesterfield Australia, one of the country’s largest John Deere Dealer groups.

In 2014, Kelly launched a consulting and training company, Kayzen Management, and in 2015 joined Western Equipment Dealers Association’s Dealer Institute as a consultant and trainer.

Kelly brings his unique, real life experience and time-tested best practice solutions to a wide scope of dealership issues. His philosophy of “continuous improvement” can be applied over all dealership departments.

Dealer Institute provides solutions and resources for growing your business and people and improving operational and financial efficiencies. You now have expanded access to a variety of affordable training programs and consulting services that can be delivered in a way that works best for you.