Active Delivery

>> YOUR LINK HERE: ___ http://youtube.com/watch?v=-RPuP23uOCg

The Automotive Training Academy by Assurant provides informational video tips to help you and your team deliver better results in an ethical and compliant manner. Our instructors bring decades of real- world automotive experience to this video series, as well as our five-day immersive F I Professionals course. This LIVE In-person program is offered at our Houston/The Woodlands office. • Service plays a role in fulfilling the promise of a service contract, here is a tip you can pass on to the service team to help with that. In this video, Paul Dosescu discusses a simple process that can separate you from the competition. • I bet you’re like most everyone else and you work hard to make a living! Chances are you don’t pay for a product or a service without a clear understanding of what you’re getting for your dollar. The most successful companies invest time and resources into not only making sure the job gets done, but also into making sure that the consumer feels good about having done business with them. As a service advisor, there is a crucial point during the service process that allows you to do the same thing with a very small investment on your part. We call it the Active Delivery and although it’s one quick step in our process, to the customer, it might be the one thing that separates you from your competition. • Let me tell you a bit more about this. As an industry professional, you can read a Repair Order without a lot of trouble. But, if we are honest with ourselves, we’ve got to admit that it’s not the most self-explanatory document. It’s full of codes, acronyms, industry terminology, or even plain old car-jargon. Sending a customer home to figure it all out for themselves after swiping their credit card for what’s most likely a 4-digit total is a recipe for disaster. Why risk any of this when you can take about 30 seconds to make sure it’s never an issue? • There are 3 big things you want to do here: First, show your customer the same level of enthusiasm you did at the beginning. Don’t just point them to the check-out desk and tell them to “let you know if there’s anything else they need”. Next: Review the Repair Order line by line and review the multi-point inspection. Go over anything they may have postponed and help them understand the true level of urgency behind each one. And lastly, thank them for their business and walk them out to the car. Don’t miss this opportunity to go that extra step your competitor won’t take. Not to mention that this gives you another chance to put your eyes on the car before they leave. You might catch something everyone else missed or you might just open the door for them and demonstrate good customer service. Whether big or small, it’s THIS commitment to excellence that will prompt the customer into asking for YOU the next time they come in. • I’m Paul Dosescu with the Automotive Training Academy, thank you for watching! • Sign up for the F I school that has won 7 consecutive Dealers’ Choice Awards. https://www.assurant.com/partner-with... academy/f-i-training • Make sure to subscribe to the Automotive Training Academy YouTube channel for weekly F I Tips and more from our team at the Automotive Training Academy by Assurant. • For dealer use only. Not for use by consumers. If consumers request coverage details, they should be referred to approved advertising or fulfillment documents.

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