The first step is for the service advisor to develop a need with the customer.

While the service advisor is conducting the initial interview with a customer, they will quickly determine what maintenance was last performed, preferably from the database, or by asking the customer. Best practice is to always come out to the vehicle with the customer. This is our service drive 'point of sale'.

Next Finalize the Customers' Agenda

The customer obviously came in for a reason. The next step is to finalize this agenda with the customer, including a walkaround, to determine any other needs.

Identify the Need for the Customer

Coming back from the walkaround, and back to their station:

"Since your car is in anyway, let's take a quick look at the maintenance that should be performed at this point."

Pulling up the Maintenance Analyzer, both the customer and service advisor can quickly determine the maintenance that should be performed. We create a custom program to suit a dealers individual needs.

Best practice is to show the customer the minimum manufacturer's recommendations, and then the dealers recommendations based on local driving and environmental conditions.

"Since your car is in anyway, let me calculate what your discounted price would be for the maintenance package. Let me run a short overview for you, while I look that up."

They now press the Start button to run the Virtual Presentation (2:10) that explains in more detail, why the customer should have the maintenance items performed. The presentation typically will list, but be very brief about the minimum manufacturer's maintenance, and then take some additional time, on the local recommendations, and why. The target time is at 2 minutes.

The Solution and Pricing

While the Virtual Presentation is running, the service advisor will determine the package pricing appropriate to the maintenance that the customer should have performed, and pull out the appropriate "Package Summary" sheet.

Once the Virtual Presentation finishes, the Service Advisor moves his Packages Summary to the customer screen, or prints off a paper menu to review the customers options. These packages are customized for the products actually being offered by a store.

"Good news Mr. Jones. Normally the recommended maintenance level, which includes both the minimum manufacturer's recommendation as well as our local recommendations, would be $325, but since you're in for warranty work already, it's only it's only $296. If you wanted to only get the minimum manufacturer's level done, it would be $98. Which do you prefer?"

Let's look at how this sequence creates a positive environment for both the service advisor and the customer.