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Aftersales Management, Part I
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| £1,050 Only available as part of BPG toolkit
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Best practice guidelines for service managers and their staff. Customer retention. Aftersales marketing and advertising. Targeting older cars. Making it easy for customers. Setting your labour rates. Developing your service receptionists. How to identify those ‘expectation hotspots’ and deliver what customers want. How to turn your aftersales business into a seling department.
List of Contents:
- Growing your customer retention – the No 1 task for all aftersales managers
- Turn your aftersales department into a sales department
- Aftersales marketing – some ideas for free promotions
- Aftersales advertising – piggyback on your car sales ads
- Targeting older cars – the budget-priced servicing offer
- Customer retention – exhausts with a five-year guarantee
- Customer care – an express pick-up for your customers
- Expectation hotspots – delivering what your customers want
- Labour rates – a premium price for a premium service
- Workshop loading and control
- Service receptionists are also sales executives
- More on upselling
- Service reception – the basics of selling service
- Service reception – handling a customer complaint and other difficult situations
- Service reception – how to cut down on customer queuing
- Service reception – getting organised
- Improving the performance of service receptionists
- It’s a man’s world – or is it?
- The trouble with training
- DIY training for customer-facing aftersales staff
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