Description: This book examines the multi-faceted responsibilities of an automotive service consultant. It outlines task-oriented procedures for day-to day operations and provides an understanding of how service techniques are used to maximize customer satisfaction and profitability. Content follows the tasks identified by ASE for Automotive Service Consultant (C1). ASE terminology is used throughout to describe the people and businesses servicing the driving public. Coverage examines communications specific to customer relations and sales as well as internal communications, relations, and supervision. Customer delivery and follow up round out this thorough exploration of the functions of a successful automotive service consultant. Product Benefits: - content correlating to the ASE tasks for Automotive Service Consultant (C1) helps readers better prepare for the ASE certification exam
- activities that require readers to interview local service facility managers provide opportunities for establishing important industry contacts for the future
- visits to local service facilities are encouraged so that readers can compare content in the book with real-life situations and procedures happening in the industry
- careful attention to the sequence of job duties for the service consultant gives readers a clear picture of the types of work and responsibilities that will be expected of them when they enter the workforce
Table of Contents: PART I SERVICE FACILITIES and the SERVICE CONSULTANT:
Types of Automotive Service Facilities
The Role of the Service Consultant
The Team Approach
Checking Vehicle and Customer Records
Working with Warranties, service Contracts, Service Bulletins, and Campaigns/Recalls
PART II COMMUNICATIONS: CUSTOMER RELATIONS:
Telephone Communications
Personal Communication: From the Greeting to the Presentation of the Invoice
Working Out Service Details with Customers
Closing a Sale
PART III Communication: Customer Delivery and Follow up
Writing for the Technician
Workflow
Customer Relations: Sales, Follow-Ups, and Promotions
Part IV: Communication: Customer Delivery and Follow up
Other Duties: General Operations Assignments
A positive Work Environment
Appendix ASE (C1) Task List: Service Consultant
Glossary
Index |
