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CUSTOMER SALES & SERVICE Course Overview
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NOTHING HAPPENS IN BUSINESS UNTIL THERE IS A SALE
Writing an accurate estimate is one thing, but having the skill to close the sale is quite another. This workshop focuses on developing communication and selling skills of estimators and customer service representatives, with the goal of helping the collision center improve its track record for turning estimates into repair orders. Participants will also study how to measure their CSI performance and build a satisfied customer base for increased referral business.
Focusing on the customer, not the vehicle, this workshop examines in detail the processes of improving the capture ratio. The course also taps into new business opportunities in collision repair—including customer pay repairs, meeting DRP requirements, building customer loyalty and referral opportunities. This module breaks down the selling process and reveals the steps necessary to increase quality, efficiency and to capture more sales. Methods are studied that can increase capture ratios by 20% or more. This course breaks down the selling process to a proven system of improved customer satisfaction and retention.
Communication and selling skills can improve your track record for turning estimate opportunities into repair opportunities. This one-day course focuses on fundamental communication and selling skills designed to help CSR (Customer Services Representatives) and Estimators improve their communication and sales skills to meet consumer expectations in terms of Quality, Speed and Cost.
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COURSE OBJECTIVE
To provide ideas and concepts that will help participants tap into new business opportunities, improve customer service and the capture ratio.
TOPICS COVERED
COLLISION INDUSTRY & MARKET TRENDS
THE MVP 6-STEP SALES PROCESS MODEL – Participants will explore the benefits of using the PPG Six-Step Sales Process. This effective process provides a repeatable method collision centers can utilize to reduce variation in this area of their business.
THE APPRAISAL & SELLING PROCESSES – Learn how to set sales goals and then monitor performance to those goals
SIGNIFICANCE OF IMAGE, COURTESY & PROFESSIONALISM – Students will study how to implement a professional customer handling process that provides a positive experience and insures repeat and referral business. Using empathy to build customer rapport is critical step in this complex process.
UTILIZING EFFECTIVE SALES TECHNIQUES – Gain an understanding of what it costs to gain a sales opportunity and the impact on sales and profits resulting from improved closing ratios
PRESENTING FEATURE-ADVANTAGES-BENEFITS – Understanding how to interact with customers during the estimating process is critical to capturing increased business and maximizing customer service.
OVERCOMING CUSTOMER OBJECTIONS – Learn proven techniques for handling customer concerns and objections. Simple techniques that will allow you to effectively communicate your value proposition and your repair philosophy
ESTIMATING PROCESS & REPAIR PLANNING –This topic helps
owners and managers uncover the true costs related to attracting and closing a repair sale. Course participants will study the valuable role that appraisers, store appearance, business image, professionalism, and first impressions play in capturing and increasing sales.
BUILDING A SATISFIED CUSTOMER BASE
MEASURING CSI PERFORMANCE
WHO SHOULD ATTEND
Shop Owners, Estimators, Managers, and Key Personnel
COURSE LENGTH
1-day class
CLASS SIZE
10 minimum, 20 maximum
CERTIFICATION & TRAINING MATERIALS
I-CAR students are eligible to receive 1.75 Gold Class points for this course. Automotive Management Institute (AMI) students are eligible to receive 14 Accredited Automotive Manager (AAM) credits. Participants will receive a student manual, course hand-outs, lunch, refreshments, and an MVP certificate of completion.
MINIMUM REQUIREMENTS
Any PPG or Nexa Autocolor™ customer is eligible to attend any MVP Business Fundamentals course
FOR REGISTRATION
Click Here
FOR MORE INFORMATION
MVP Hotline: 1-800-970-2283 or (440) 572-6199
MVPmailbox@ppg.com
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