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Lead management for fixed operations comes down to a structured balance of managing your customer experience when they are trying to connect with your dealership over the internet or over the phone and managing outbound call campaigns to keep your service lane thriving. Dealerships today are losing service customers due to fail points over the phone, during the online scheduling process, and a lack of follow-up and follow-through on outbound campaigns. Let this course guide the way to being the best in town.
Take a first impressions self-assessment of the experience a potential service customer has when trying to connect with your dealership. Reduce lost, dropped, & abandoned calls.
Coach and train your staff to handle every service lead with a customer-centric approach to understand customer needs and know what to say when the customer says "NO".
Build more effective processes for handling appointable service calls, a large volume of status update calls, CSI concerns, and more profitable appointment management.
Here are all the courses that are included in this program:
FUNDAMENTALS OF CUSTOMER EXPERIENCE
MANAGING PHONE LEADS FOR SERVICE
MANAGING INTERNET LEADS FOR SERVICE
GROWTH THROUGH PROACTIVE CAMPAIGNS
MANAGING CAMPAIGNS FOR SERVICE
Mike Overy, Managing Partner of Proactive Dealer Solutions, has been inspiring management teams in the automotive industry for over 30 years. Mike has become one of the most respected names in the automotive industry and a highly sought after automotive industry speaker with endorsements by manufacturers, automotive associations, and automotive groups.
"Everyone in my store has been certified in the program including, and most importantly, all my managers. Our team better understands lead and process management and how to measure our success better than ever before.” ~ PAT PRESTON, DEALER PRINCIPAL, PRESTON SUPERSTORE
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