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MCS PO Box 9212, Bakersfield, CA 93389

Direct Toll Free: (800) 598-5100Local: (661) 834-3322

A GARY SIMMONS COMPANYMANAGEMENT CONSULTING SERVICES, INC.AUTOMOTIVE MANAGEMENT SYSTEMS SINCE 1982

Virtual Service DriveCustomer Paid Labor is the Cornerstone of Profitability

A dealership that sells 100 vehicles a month usually has 5 times that number of customers come through the service department every month. Typically a high percentage of customers that bring their vehicles to the service department of a dealership do it for one of these reasons:

- Warranty repair work- Routine maintenance- Major repair work, outside of warranty

Ensuring that each one of these customers is pEnsuring that each one of these customers is presented with the manufacturer's minimum suggested maintenance, as well the recommended maintenance needed due to local conditions, is the cornerstone of increasing customer paid labor and profitability in a service department.

Customer Benefits- Improves the value and reliability of their vehicle- Reduces unexpected repair bills- Improves the relationship with the dealership

Dealership Benefits- - Increase customer loyalty over the long term- Increase and improves customer satisfaction- Improve service department profit, both initially and over the long term

What is Traditionally Done TodayMost programs designed to sell the various services in the service drive, often produce poor, and inconsistent results. The typical program consists of:- Sticking up “Ask Me About…” posters in the service drive- - Bonus for the service advisor to sell the products- Holding a meeting or two, 'to keep it in front of them'

When the customers are not asking for assessment or the service advisors are only involved in a repetitive routine that leaves no margin to make an elaborate presentation, the program staggers along.

The ChallengeThe major constraints have been:- Service drive is often a very busy sales environment- - Service advisor reluctance to present and recommend solutions to an already unhappy customer.- Neither knowing exactly what to say nor when to make the presentation to the customer.- Avoiding rejection from the customers.- Customers that don't naturally know why they need these additional services or products.- Presenting the correct options to the customer by the service advisors.- Poorly executed pay plans and profit allocation.

The SolutionThe MCS solution is to cThe MCS solution is to create a program specifically for the service drive that addresses the unique challenges of that sales environment.

Continue for details on the Service Drive Sequence Routine Maintenance Sales.