Tuesday – Day One

7:00 am to 9:00 am
Evaluation on the Service Lane

9:00 am to 9:45 am
Dealer and General Manager Meeting – Review Goals/Objectives/Agenda, Review of Metrics

10:00 am to 12:00 pm
Service Implementation Meeting:
Customization/Roadblocks, Reservations/Preparation, Strategy/Action Plans Participants:
Dealer Principal, General Manager, Fixed Operations Manager, Service and Parts Managers,
Service Advisors, Parts Consultants, Sales Managers, Reservationists/Cashiers

1:00 pm to 3:00 pm
Service Implementation Meeting:
- Customization/Roadblocks, Reservations/Preparation, Strategy/Action Plans Participants
(remaining half of Service staff)

3:00 pm to 5:00 pm
Coaching and Training for the Next Business Day
- Set-up Pre-Work Order Folders, Manufacturer and dealership histories

Wednesday – Day Two

7:00 am to 10:00 am
Implementation on the Service Lane:
- Modeling of techniques through direct interaction with service advisors and customers
- Utilization of dealership tools
- Presentations at the vehicles

10:00 am to 12:00 pm
Service Consultant Implementation and Skills Development
- One-on-one coaching with the Managers and Service Advisors
- Instruction on the process
- Problem Solving
- Presentation Role-playing
- Debrief
Participants: Fixed Operations Director, Service Manager, Service Advisors

1:00 pm to 2:30 pm
Service Consultant Skills Development
- One-on-one coaching with the Managers and Service Advisors

2:30 pm to 5:00 pm
Telephone Reservations Skills Training
- Instruction/Problem Solving
- Telephone Role-playing
- One-on-one coaching
- Questions and Answers
- Recap

Thursday – Day Three

7:00 am to 10:00 am
Implementation on the Service Lane
- Modeling of techniques through direct interaction with service advisors and customers
- Presentation, Presentation, SALE!
- Overcoming retail objections

10:00 am to 11:00 am
Service Consultant Implementation and Skills Development
- One-on-one coaching with the Managers and Service Advisors
- Instruction on the process and problem Solving
- Presentation Role-playing and debrief

11:00 am
Service Sales Meeting Review of the morning’s business
- Recap of Opportunities, Next Steps in the Shop

12:00 pm to 12:30 pm
Shop Meeting (All Technicians)
- Overview of Dealership Process, Use of Multi-Point Inspections

1:00 pm to 3:00 pm
Next Reservations Process
Participants: Service Manager, Reservationists/Cashiers

3:00 pm to 5:00 pm
Service Manager Coaching Meeting
- Manager – Coaching Guidelines, Success Roadmap

Friday – Day Four

7:00 am to 10:00 am
Implementation on the Service Lane
- Modeling of techniques through direct interaction with service advisors and customers
- Utilization of dealership implementation tools
- Presentations at the vehicles

10:00 am to 11:45 am
Accessories, Merchandising and Marketing Meeting
- Instruction, Best practices, Seasonal specials, Value-building features, Retail presentations
- One-on-one coaching, Questions and Answers

1:15 pm to 4:00 pm
Dealer/General Manager Closing Meeting
- Review of the week’s successes
- Opportunities for improvement
- Individual and Dealership Action Plans
- Achievement dates
- Sustainment review and setting next date
- Questions and Answers