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Full Name I Company I Job Title I Email “Making the Most of your Service Customers Time” Jordan Duguay I DealerMine CRM I Training Manager I Jordan.Duguay@dealermineservice.com

Your Service Department sells the 2nd, 3rd and 4th. ‘Your Sales Department sells the first car. Your Service Department sells the 2nd, 3rd and 4th.

Dealership Jiffy Lube Need Go to Website Book Appointment Dealership Call to Reschedule Appointment Reminder Call Drive to Dealership Find Parking Wait for Advisor Meet with Advisor Wait for Shuttle Shuttle to Work Oil Change Status Call Call for Shuttle Shuttle Back to Dealership Wait in Line Review Work Order Pay Receive Survey Need Drive to Jiffy Lube Wait 10 Minutes Oil Change Pay

Overview Answer The Phone Minimize Transfers Free Up Advisors Align Expectations Presell Maintenance Maximize Customer Interaction

Answer the Phone

Answer the Phone 80% of calls should be answered within the first 20 seconds.

Standard Phone Setup: There are many variations to get the call answered. This configuration gets the call in the most efficient manner.

Minimizing Transfers

Free Up Advisors

Align Expectations

Presell Maintenance

Customer Interactions

Recap and Questions Answer The Phone Minimize Transfers Free Up Advisors Align Expectations Presell Maintenance Maximize Customer Interaction

Contact Info Full Name: Jordan Duguay Company: DealerMine CRM Job Title: Training Manager Email: Jordan.Duguay@dealermineservice.com