How to Make a Dealership Service Bay a Profit Center

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While it may seem like a no-brainer for most deal­ers, devel­op­ing ongo­ing vehi­cle ser­vice rela­tion­ships with cus­tomers is a crit­i­cal chan­nel for build­ing rev­enue and cus­tomer loy­alty. So then, why is it work­ing for some deal­ers bet­ter than oth­ers? It’s about hav­ing the right peo­ple make the calls to customers.

Of course, you’ll be tap­ping into your cus­tomer data­base to find cus­tomers whose vehi­cles are ready for ser­vice – whether they’ve come to your ser­vice bay or not. It’s based on mak­ing the right con­tact to get cus­tomers to make their own deci­sion to show up and have their car ser­viced or repaired. Many deal­ers have found the right staff to make con­tact with cus­tomers and sched­ule ser­vice appoint­ments through their cashiers, recep­tion­ists, and oth­ers, who are famil­iar with talk­ing to peo­ple on the phone.

When hir­ing new staff, it’s good to hire indi­vid­u­als who are capa­ble of using a phone fol­low­ing action­able talk­ing scripts, to make the right kind of invi­ta­tion. Service-knowledgeable indi­vid­u­als are good to look for – some­one with good phone skills, a per­son­able atti­tude, and a desire to help ser­vice customers.

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