This document provides guidance on key processes for service departments, including: 1. Setting appointments every 18 minutes to maximize throughput. 2. Using a phone script to set drop-off times rather than diagnose issues over the phone. 3. Preparing "pro-packs" with customer history, proposed services and pricing to review during appointments. 4. Employing listening skills, open-ended questions and focusing on customer needs rather than rushing to close the sale. Building relationships with customers is emphasized over aggressive sales tactics.

2. 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

3. What is the first thing that must
happen?

4. CHANGE!

5. We Must Know What Needs to Be
Changed!

6. ACG’s Evaluation Process
1. Financial Statement
2. Personnel:
Productive Vs. Non-Productive
3. DISC Evaluation (Potential)
4. Operational Structures
5. R.O. Survey

7. 1.
Knowledge = What & Why
2.
Skill = How To, Practice
3.
Desire = The Want To Do

8. When Knowledge, Skill, and Desire
Intersect with each other we form a:

9. First...The Most Important Habit!!!!

Nothing Happens Until You Make An
Appointment

Must have a Phone Script

Must be able to take Appointments
every 18 minutes

Must Believe In The Appointment
Process!!!

10. Service Manager Quote:
“Guy…It Seems Like I’m 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 Can’t
Figure Out Why My Sales Per Repair
Order Are Low and My CSI Is On The
Lower 50 Dealer List?”

11. Don’t Mistake Activity
For Productivity!

12. A Picture is Worth A Thousand Words!
This is a Real Life “Service Writer’s” Day

7:00am

7:30am

8:00am

13. Most Dealers think if
your “Busy”
(cars lined out to the street)
we are making Money!

14. Any Questions?

15. How Can We Do What Your Asking
When We Don’t Have Any Time Now?

16. 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
10:18am
•10:36am
•10:54am
•11:18am
•11:36am
•11:54am

17. Next We Need An Effective

We must not Give Out Prices Over
The Phone

We must Not Diagnosis Over The
Phone

We must Give The Customer Options

Never Ask A Customer, Would You
Like To Make An Appointment?

18. Primary Reason for the
Phone Script
To Set A
Drop-off Time!
(Appointment)

19. Give the Customer Options!
Morning or Afternoon?
Monday or Tuesday?
9:18 or 10:36?

20. 
Route Sheet

Goals

15 Minutes before you open

10-2-4 Dr. Pepper Rule

Before You Leave

21.  Time
Bucket
 Carryovers
 Customer Information
 Call Back Times
 Communication

22. 






Review Previous Days Success
Did I Achieve My Goals?
Review Today’s 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

23. What is a Pro-Pack?

24. 







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)

25. Pro-Pack
 Walk-In
 Use
Your Name
 Use
Your Customers Name

26. Smile…It’s Contagious!!!

27. 
You Have Two Ears and One Mouth

Prime Item

Additional Concerns

Use Open Ended Questions

Must Fix This First

28. 
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
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


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

29. 
Pro-Pack Should Have A Menu Ready
Based On Time, Mileage, and History

Have Options Ready

Perform The Presentation
Feature (Is) & Benefits (DO)

Review DAB A Lube Results
Feature (Is) & Benefits (DO)

30.  Review
The Prime Item First
 Review Additional Add-Ons
 Give Them The Complete
Price
 Give them a Promise Time

31.  Say:
All I Need Is Your “OK” To
Get Started
 Hand
Them A Pen
 Don’t
Say Another Word!!!
 He
Who Speaks First Loses!!!

32. What About
Objections?

33. If You Have Not Built
A Relationship With
Your Customer They
Will Object!
So……

34. 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!

35. 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!

36. Remember:
Think Of Your Customers
Not For Them!