Available courses

703 - Great Advisors Ask Good Questions

701 - Handling Customer Heat with H.E.A.R.T - Part Two

700 - Handling Customer Heat with H.E.A.R.T - Part One

In the first course of this two-part series, the learner will understand the importance of recovering dissatisfied customers. The learner will also recognize the value of developing empathy and an understanding of the customer's perspective.

605 - Active Listening

604 - Visualization

603 - Vocalization

602 - Verbalization

601 - Empathy

600 - Introduction to the Effective Communication Series

501 - L.E.A.D. Through Customer Objections

Despite your best intentions and efforts, sometimes the customer says "No." This module introduces an easy to learn and use technique for turning customer objections into successful sales. Turn that "no" into a "YES" all the while making happier, more satisfied customers.

403 - Inspection-Based Selling Part 3

Use the best sales technique for the service you are trying to sell. Then ask for the sale confidently. This module shows you how to do that and more.

402 - Inspection Based Selling Part 2

401 - Inspection-Based Selling - Part 1

This module sets you up for successfully selling from the MPI. It covers the following: 1) Introducing the MPI at write-up. 2) Service Advisor role in performing the inspection. 3) Creating a successful sales plan.

303 - Seven Steps to Selling High-Value Repairs

This is an advanced sales technique for services and repairs that are more extensive, complex and require a larger investment. The Seven Steps are excellent for services like; head gasket replacement, transmission service, timing belt/cover replacement, etc.

302 - Simple Sales Techniques: BOBP

This sales technique is very effective with some of the most common services we offer. Things you might frequently see as Additional Service Recommendations on a MPI like; Brakes, Tires, Alignments, Filters, etc.

301 - Permission-Based Selling & OBP

A simple but powerful sales technique that will help you; 1) Gain the cooperation of your customer. 2) Guide your customer through the sales process. 3) Utilize benefits to motivate your customers to buy more.

205 - Show and Secure

Part 5 of the Customer Service Experience

204 - Educate and Collaborate

Part 4 of the Customer Service Experience

203 - Listen and Educate

Part 3 of 5 in the Customer Service Experience Series

202 - Acknowledge and Connect

Part 2 of the Customer Service Experience

201 - Secure and Prepare

Part 1 of the Customer Service Experience

200 - Introduction to the Customer Service Experience

Part 1: The Tale of Two Managers

101 - Moments of Truth

101 B - Moments of Truth - Quiz #1

101C - Moments of Truth - Quiz #2

100 Series - Foundations

Building Trust with an Emotional Bank Account

Learn how to build trust by making more Deposits into a customer's Emotional Bank Account. Everyone has an Emotional Bank Account, and if it gets overdrawn by too many withdrawals, you could lose the sale or your customer!

Opportunity Doesn't Knock, it Pings!

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Taking it to the Streets

One-stop shop for all your Taking it to the Streets meeting guides.

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Moments of Truth - Taking it to the Streets

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