All dealership staff who have any interaction with customers regarding servicing and the VHC. This includes newly appointed or current Service Advisors, Administrators and Service Managers.
Key learning outcomes:
- Understand the importance of fulfilling our ‘Duty of Care’ to customers by carrying out the VHC.
- Develop the skills and confidence to engage your customers in the VHC process at the earliest opportunity.
- Acquire the skills and best practices to present a structured and professional offer for repairs identified through the VHC.
- Develop telephone selling skills including overcoming customer objections and gaining commitment to your offer.