#fixedops

  1. Chris Vitale

    Ninjas MUST-HAVE PHONE TRAINING FOR AUTOMOTIVE SERVICE ADVISORS

    It’s a busy Saturday afternoon at your dealership, and the phones are ringing off the hook. In the middle of the flood of incoming calls, there’s Steve, your star service advisor. He’s juggling conversations, developing sales opportunities, and keeping customers happy. What makes Steve cool as a...
  2. Chris Vitale

    Ninjas What's the ideal appointment system in the shop? Service BDC or no Service BDC?

    There are a few points to consider when debating on adding a service BDC. How big is your shop? What are your primary appointments being made? Are your advisors overworked, or can they handle making their own appointments? These are all important things to consider when determining whether a...
  3. Chris Vitale

    The Service Drive: Selling a job over the phone vs. in person

    When breaking down the job of a service advisor in terms of selling work, a question that can get asked sometimes needs a bit more explanation. What is that question, you may ask? Well, here it is: To sell a job to a customer in the most effective manner possible… is it better in person or...
  4. Chris Vitale

    Phone Skills: Fixed Ops vs. Sales | What’s different? What’s not?

    Generally, when someone thinks of customer service for a company functioning out of one singular building, they assume it should be the same across the board. When it comes to a dealership, however, customer service can vary based on the job and its purpose. Not saying that it shouldn’t be...
  5. Chris Vitale

    Service to Sales Handoff: When, How, and Why

    At a dealership, we are responsible for doing everything we can for our customers. Sales and Service are set up to make a profit in their respective departments; however, sometimes their paths cross when it comes to assisting a customer to the fullest extent in an all-too-common situation… When...
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