NAPA Service Mastery Bootcamp by Elite Worldwide

All classes start at 2PM EST/11AM PST. After checkout, you will register for one of the two dates for each session.

PART 1: OWNER IMPLEMENTATION – May 6th/7th

OBJECTIVE: Ensure the owners understand what we will teach, and what their role in supporting the service advisor’s success will be.

TOPICS TO COVER:

• Course outline with discussion topics
• Setting up a supportive environment
• Assignments we will give
• Accountability and feedback

PART 2: PEOPLE FOCUS – May 13th/14th

OBJECTIVE: Create or improve upon a passion for helping others. People buy from people so we will teach them how to connect in a more meaningful way.

TOPICS TO COVER:

• The power of building rapport and connecting with customers
• How having the right mindset positively affects customer interactions
• Tonality and confidence
• The effects of emotions in decision making

ASSIGNMENTS:

• Meet a stranger (grocery store, sporting event, kid’s school, etc.). Learn about them, share with owner/manager
• Learn something new and real about a fellow employee, share with owner/manager
• Learn something new and real about a customer, share with owner/manager

PART 3: PHONE SKILLS – May 20th/21st

OBJECTIVE: Teach service advisors how to convert qualified phone calls and price shoppers into appointments.

TOPICS TO COVER:

• Step-by-step process to handle qualified phone calls
• Building trust over the phone to help people feel comfortable and confident in scheduling appointments
• Script review and instructor demonstration

ASSIGNMENTS:

• Role-play the script with owner/manager
• Implement script in real live calls
• Review a recorded call with owner/manager

PART 4: SELLING SERVICE – May 26th/27th

OBJECTIVE: Master the sales presentation, ask for the sale, and close the sale effectively.

TOPICS TO COVER:

• Outlining the full sales cycle: Knowing when and where to introduce different information
• Pre-call planning. What to do before you make the call
• How to ask for the sale confidently and effectively
• Closing the sale: Recognizing buying signals and overcoming last-minute objections
• Script review and instructor demonstration

ASSIGNMENTS:

• Role-play the script with owner/manager
• Implement script in real live calls
• Review a recorded call with owner/manager