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SERVICE DRIVE TRAINING AUTOMOTIVE CONSULTING
S E R VI C E D R I VE T R A I N I N GAUTO M OT I VE CO N S U LT I N G
SERVICE DRIVE CONSULTING INC.
Dedicated to providing you and your Fixed Operations
Team with the resources, expertise and training you
need to be successful.
Leaders in the Dealership Fixed Operations & Customer
Service training for over 35 years.
We specialize in growing your return on investment and
improving your operational management processes.
Working With Us
Contact Us:
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ENHANCING CUSTOMER EXPERIENCES
OUR PHILOSOPHY IS TO INSPIRE, EDUCATE & EMPOWER INDIVIDUALS TO REACH THEIR POTENTIAL - WE’LL HELP YOU IMPROVE YOUR LEADERSHIP, YOUR PROCESS,
YOUR TEAM’S COLLABORATIVE EFFORTS & YOUR BOTTOM LINE
Introduction2
Return On Investment4
Service Consultant Training8
Business Development Training9
ROI Consultation12
Service Manager Training13
Automotive Resources14
Service Gamification Program10
SERVICE DRIVE CONSULTING INC.
FIXED OPERATIONS ADVISOR PROGRAM6
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AT SERVICE DRIVE, WE BELIEVE THAT IMPROVEMENT IS AT THE HEART OF PROGRESS
A variety of elements go into building and managing a successful dealership, and your biggest asset is your staff. Ensure your Fixed Operations staff are qualif ied, and you
will exceed customer expectations every time.
When staff members are trained with Customer Service skills, it boosts their conf idence and their ability to engage with customers.
Proactively training new and seasoned team members adds value to your service; drives sales and gives you a stronger competitive edge, now and for the future.
CREATE A POSITIVE IMPRESSION WITH PROFESSIONAL, HIGHLY TRAINED EMPLOYEES WHO EXCEL AT CUSTOMER SERVICE
Introduction
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AUTOMOTIVE SERVICE TRAINING & RETURN ON INVESTMENT (ROI) CONSULTING SERVICE MANAGER, SERVICE ADVISOR, PARTS ADVISOR & BDC STAFF TRAINING
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ROI DEVELOPMENT PROGRAM
You'll receive a comprehensive Health Check
Report summarizing the overall performance
of your Fixed Operations department.
ROI measures prof itability — It shows you where you’ve been and how to take your organiZation to the next level
WHAT WE DEVELOP
From testing the current health of your Fixed
Operations department we'll examine potential
areas with the most gains. Moving forward to
establish a game plan better suited to maximize
earning and success.
Return On Investment Program
You'll receive a road-map of initiatives for your
managers to follow f illed with quick wins, gains in
eff iciency and new tactics. We’ll help you develop
customized training solutions aligned with your
business strategy.
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WHAT WE WILL DO FOR YOU
Extensive 1-week and 2-week
consultation
1. Analyze repair orders to determine actual retained gross
2. Investigate true cost and gross revenue retention of services &
maintenance menu items
3. Recommend cross-selling procedures
4. Coordinate with third party suppliers to subsidize costs
5. Conduct an internal expense audit analysis
6. Improve f ixed absorption rate
7. Introduce measurable gross prof it retention program
8. Increase effective labor rate (ELR)
9. Review pay plan and bonus structure
Visit Us For More Details On Analysis Reviews
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FIXED OPERATIONS ADVISOR PROGRAM
Engineered for multi-store dealers in mind without a corporate Fixed Operations manager on staff
Engineered for the multi-store dealer in mind without a corporate Fixed Operation manager on staff
HOW IT WORKS
3 months of random visits per dealership,
includes a Saturday visit
Fixed Operations Advisor Program
The f irst month you will receive one full
day and two random half day follow-ups
per locationNext, the following two months we have
you covered with an additional four more
random half day visits
Operate as your eyes and ears to lower the amount of non-productive mischief, review matters of concern plus
provide your staff with mentoring and support
You'll receive a program of affairs report after each visit identifying issues along with solutions
We also perform a follow up review with management on our next visit
Ensure essential compliance for staff and
equipment in place and up to date
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WHAT WE WILL DO FOR YOU
1. Audit CP, Internal and Warranty RO’s for accuracy and compliance
2. Monitor team members skills and competencies, answer questions and
resolve doubts
3. Review expenses for fixed operations department including contracts
for outside service
4. Ensure equipment compliance such as compressors, tanks & hoists
5. Labor compliance such as WSIB* and W.H.M.I.S.* reviewed including
eye wash stations, first aid kits, certifications, meetings and minutes
6. Consultant performance review of sales, gross retention, RO
documentation and CSI
7. Factory and complimentary training schedule review
8. CSI management including closing customer hot alerts
9. Warranty parts retention audit including ease of locating, RO
documentation, description of fault verified, any parts recall from
factory being satisfied, core control
10. Warranty expense analysis reviewing cost to peer, comebacks,
receivable performance, add on’ s, excessive op code usage
Receive a report summarizing each visit with identifying issues and solutionsContracts renew every three months, no long-term commitment required
* This is not intended as certification for WSIB or W.H.M.I.S. We review meetings, minutes and essential compliance and do not provide a guarantee if audited.
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AUTOMOTIVE SERVICE ADVISOR TRAINING
Your Service Consultant requires a high level of organization. Service Advisor role handles the work flow
process from the moment the customer calls for an appointment to well after they leave with their
repaired vehicle.
We teach the skills necessary to bring your Advisors flair to the next stage of customer service excellence.
5 day
in-dealership course
Service Consultant Training
1. Effective Sales Procedure
2. How to Cross-Sell Services
3. In-depth Product Knowledge
4. Handling Diff icult Sales
5. CP, Warranty & Fleet RO’s
6. Improve Customer Satisfaction
7. Positive Language Skills
8. Learn Time Management
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Training courses are taught on-location. There are two types of training programs available: one-on-one for entry level staff and group training for both seasoned employees and those
new to the industry
Business Development Training
1. Learn Positive Language
Selling Skills
2. Establish KPI Procedures
3. Customize Schedules, Scripts &
Guidance
4. How To Generate & Measure
Customer Satisfaction
5. Meeting Appointment &
Sales Objectives
SERVICE BDC TRAINING PROGRAM
Training textbooks & scripts included
The success of an automotive call center depends on having well-trained
employees who can boost sales and customer retention. BDC impacts
your sales in service and future new car sales. Establishing healthier
habits now will influence the future success of your dealership.
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AUTOMOTIVE SERVICE GAMIFICATION PROGRAM
Gamif ication can help foster teamwork, it can teach staff about collaboration and improve their sales
performance. We’ll show you how to turn your contests into social engagements. You’ll discover how to
motivate your staff with quick-burst contests and leaderboards that reward points and offers immediate
payouts.
3 to 5 day
in-dealership program
Service Gamification
1. Discover inspiring gamif ication
methods to stimulate sales and
drives productivity
2. Create a spark with quick-burst
contests, instant rewards and
employee recognition
3. “Power Hour” sale competitions
to keep your team sharp
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Designed to get your group motivated and to improve sales Itegrated into a daily routine it can be a powerful part of your companies culture &
customer service experience
Team Building Program
4. Employees gain a better sense
of their strengths & weaknesses
5. Inspire and motivate teams
from technicians to cashiers
6. Establish leaderboards to
reward teams and highlight
partnership success
Gamif ication can promote conf ident behavior in individuals while
boosting sales performance.
Your management staff will learn how to drive the momentum forward
and achieve a winning sales team.
Explore the potential of gamif ication incentives used to boost your sales,
with a focus on innovation.
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FIXED OPERATIONS ROI CONSULTATION
We are glad to extend customized training & consulting needs that suits you best.
2 day consultation & analysis
ROI Consultation
The 2 day ROI consultation comprises
an overall evaluation within your Fixed
Operations department.
We’ll show you practical solutions in
key areas, including strategies to cut
redundant expense & boost prof its.
Do you have something special you wish to discuss with us?
Is there a specif ic area within your Fixed Operations department you
wish to know more about? Call us, we're here to help.
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SERVICE MANAGER TRAINING PROGRAM
Your Service Manager needs to maintain a strategic outlook to
make your business the best it can be.
Managers will learn how to problem solve, analyze issues, and
take advantage of opportunities in the marketplace.
Service Manager Training
Master the principles of Service & Parts Sales forecastingLearn how to monitor Policy, Outside Service Expenses & Effective Labor Rates
Gain how to read the current market, understand customer needs & how to drive new sales
1. Decoding the Financial Statement
2. Sales & Expense forecasting
3. Tracking Gross Prof it
4. Tracking & measuring your KPI
Training textbook, excel reports and formulas included
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AUTOMOTIVE RESOURCES
1. Fixed Ops Job Descriptions
2. Performance Evaluations
3. Consultant Interview Questions
4. Sample Maintenance Menu
PDF Document Downloads
Automotive Resources
The resources are offered as a free toolkit for
automotive dealerships to use as required in one
easily accessible place.
TRAINING THE NEXT GENERATION OF AUTOMOTIVE SERVICE & PARTS STAFF TO BE OUTSTANDING LEADERS
