The Service Consultant: Working in an Automotive Facility / Edition 1

The Service Consultant: Working in an Automotive Facility / Edition 1

by Ronald A Garner, C. William Garner, Ron Garner
     
 

ISBN-10: 140187990X

ISBN-13: 9781401879907

Pub. Date: 12/06/2004

Publisher: Cengage Learning


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…  See more details below

Overview


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.

Product Details

ISBN-13:
9781401879907
Publisher:
Cengage Learning
Publication date:
12/06/2004
Edition description:
Older Edition
Pages:
256
Product dimensions:
7.40(w) x 9.54(h) x 0.63(d)

Table of Contents


PART I SERVICE FACILITIES and the SERVICE CONSULTANT: Types of Automotive Service Facilities The Role of the Service Consultant The Team Approach Checking Vehicle and Customer Records Working with Warranties, service Contracts, Service Bulletins, and Campaigns/Recalls PART II COMMUNICATIONS: CUSTOMER RELATIONS: Telephone Communications Personal Communication: From the Greeting to the Presentation of the Invoice Working Out Service Details with Customers Closing a Sale PART III Communication: Customer Delivery and Follow up Writing for the Technician Workflow Customer Relations: Sales, Follow-Ups, and Promotions Part IV: Communication: Customer Delivery and Follow up Other Duties: General Operations Assignments A positive Work Environment Appendix ASE (C1) Task List: Service Consultant Glossary Index

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