Exercise 3.1.6 SA not using drop off script process

  1. Print out Conduct SA monitoring checklist

  2. Review Customer drop off script with SA

  3. Review how to sell using the inspection report.

  4. Pull up a previous inspection result for a vehicle. Display PDF report on 2nd monitor.

  5. Role play where Owner/Manager is customer and SA uses drop off script during customer check in ensuring goals are met.

    1. Set customer expectation to communicate digitally

    2. Obtain email

    3. Set customer expectation on timeline

  6. Clarify the shops priorities pertaining to customer handling and that every customer deserves the same thorough drop off experience. Explain that when there are several customers waiting to drop off at the same time that it is okay to take the time to provide thorough service to each customer.

  7. Monitor SA by physically listening to their process using the  SA monitoring checklist for 2 customer drop offs and 2 customer sales calls per day for 5 days.

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