Course Curriculum

  • 01

    Introduction

    • Help the Customer Manage the Maintenance of Their Vehicle

    • The Importance of an Alternative Service

    • Why You Need Service Scripts

    • Pattern Interrupts

    • Understanding Your Unique Servicing Proposition

    • Knowledge Check
  • 02

    Making Inbound Service Calls

    • Greeting

    • Name and Number

    • Customer Record Verification and Update

    • Primary Concern

    • Review Vehicle History

    • Maintenance Upsell

    • Check for Recalls

    • Transportation Needs

    • Set a Solid Service Appointment

    • Confirm it in Writing

    • Non-Maintenance Upsell

    • Conclusion

    • Knowledge Check
  • 03

    Practical Application: Role-Play Example

    • Inbound Service Call Role-Play

  • 04

    Course Completion Test

    • Service Inbound Phone Skills

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