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I head this up at my dealership. You HAVE to make sure you have a process in place that will be work. Service and Sales both have to be on the same page. If your management (Sales and Service) are not supporting you and giving you the support you need - you will not succeed. You also need the Service Advisers to buy in - if they aren't buying in to the system you have in place you fail. This is a tough program to work, but it does have a very good payoff when done correctly.