The Service Consultant Working in an Automotive Facility

by Garner, Ronald A; Garner, C. William

• ISBN13: 9781401879907
• ISBN10: 140187990X
• Edition: 1st
• Format: Hardcover
• Copyright: 2004-12-06
• Publisher: CENGAGE Delmar Learning

Summary

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.

Table of Contents

Preface	xiii
About the Authors	ix
PART I Service Facilities and the Service Consultant	1	(90)
Chapter 1 Types of Automotive Service Facilities	3	(20)
Chapter 2 The Role of the Service Consultant	23	(16)
Chapter 3 The Team Approach	39	(20)
Chapter 4 Checking Vehicle and Customer Records	59	(16)
Chapter 5 Working with Warranties, Service Contracts, Service Bulletins, and Campaigns/Recalls	75	(16)
PART II Communications: Customer Relations	91	(56)
Chapter 6 Telephone Communications	93	(10)
Chapter 7 Personal Communications: From the Greeting to the Presentation of the Invoice	103	(14)
Chapter 8 Working Out Service Details with Customers	117	(14)
Chapter 9 Closing a Sale	131	(16)
PART III Internal Communication, Relations, and Supervision	147	(50)
Chapter 10 Writing for the Technician	149	(10)
Chapter 11 Workflow	159	(16)
Chapter 12 Customer Relations: Sales, Follow-Ups, and Promotions	175	(22)
PART IV Communication: Customer Delivery and Follow-Up	197	(28)
Chapter 13 Other Duties: General Operations Assignments	199	(12)
Chapter 14 A Positive Work Environment	211	(14)
Appendix ASE (C1) Task List: Service Consultant	225	(2)
Glossary	227	(6)
Index	233