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MCS PO Box 9212, Bakersfield, CA 93389

Direct Toll Free: (800) 598-5100Local: (661) 834-3322

A GARY SIMMONS COMPANYMANAGEMENT CONSULTING SERVICES, INC.AUTOMOTIVE MANAGEMENT SYSTEMS SINCE 1982

The Basics in the Service DriveTreating every customer repair order as an opportunity is the fundamental way to maximize a sale and improve the service department profit.

There are three potential areas that need to be fully understood to accomplish this:

Captive Sale ApproachThe customer brings the vehicle to the service department for a reason and feels that professional attention is needed. This is known as the natu-ral sale.

Service Advisors Point of SaleThis is the most difficult sale to be accomplished. The service advisor has to demonstrate knowledge and present preventative maintenance ser-vice based on vehicle mileage and customer service history.

Few service advisors have the skills or training to inform and educate a customer on additional recommended services and present a solution that can be managed and handled in the service department. Too often they rely solely on the technicians to find items during their inspections, and even then may feel nervous about a presentation to the customer.

The success to the service drive point-of-sale is at the walkaround. Observations made by the service advisor lead to additional recommend ser-vice or repairs that would otherwise slip by.

Presented properly, the service advisors sale can be a lot easier than it's perceived to be.

Technicians Maintenance Inspection SaleThis sale is based on the proper visual inspection of all vehicles by the technician, with recommendations to the service advisor. The best service managers ensure that there is accountability for both technicians and service advisors, to maximize results from this important area.

The SolutionMCS helps dealerships maximize results from all three areas of sales potential by:

- Reviewing the fundamentals in a classroom environment- Working with the service manager and advisors, live in the service drive with real customers- Supplying and using virtual, talking sales presentation programs specifically designed for the service drive

This combination of methods ensures that service advisors are educated, encouraged and motivated to make a proper presentation to every cus-tomer every time.