What is : Thank you for calling Bill Marsh Service, This is______, I can help you.
100
How do I know who is here?
Why are they here at this time?
What should I do?
What is : Pre Printed RO or schedule.
The Check In time was scheduled correctly
Acknowledge the guest
100
Three reasons for a walk around
What is ;
Build a relationship with the customer
Its professional and necessary
We need to find sale opportunity
100
Your at the desk. What is the first thing that you do?
Why?
What is : Rephrase or restate the concerns to the guest.
To ensure that we are all on the same page.
100
Original name of the power island
What is Marion
200
Great, now may I assume.........
Tell me more about...........
And How do you prefer.........
What is :Assume that you have been here for service before
More about the concerns that you are experiencing, so that I may determine how long we will need to diagnose your vehicle correctly.
To be contacted
200
Verify and Overview
What is : I see that you are in today for, this & this. Is there anything that you would like to add?
Ok, we are going to do a safety check on your car, check all of the bulbs and then we will walk around your car together for 2-3 minutes to be sure not to miss a thing.
Lets get started
200
When a scratch of dent is found what do we say and do?
Why?
What is ; I see that you have a small dent and scratch here, would you like a free estimate from our body shop?
Acknowledge that the needed repair was already there. Its professional.
200
We are in PBS and the RO has been opened. I only have a phone Number for the home. What all am I missing?
What is : Cell phone, preferred method of contact, email, correct address ?
200
Coorperate marketing for the McDonalds "Big Mac"
What is :
Two all beef patties, special sauce, lettuce cheese, pickle onions on a sesame bun.
300
Ok, Based on ..........................
Is there a................................
Looks like we have...................
What is ;
Based on what you have told me we will need your vehicle for most of the day.
Is there a particular day of the week that works best for you?
Looks like I have ___DAY___ or ___DAY__ which would you prefer?
300
List the 3 things to get from the car at this time
What are;
Miles
Oil life
vin #
300
What are the first five steps of the walk around?
What is ;
LR Tire
Damage- dents- scratches
Rear Wiper
RR Tire
RF Tire
300
Customer states, check engine light is on. This is the third time in two months. Please give me five open ended diagnostic questions that I cannot answer I "yes" or "no".
You will 1 minute
What is : Who What Why When Where and How
300
He said. You can have any color that you want as long as its black?
Who is Henry Ford
400
Now we need to set a................................
The whole................................................
Would you prefer......................................
What is;
A specific time for you to come in and get checked in.
The whole Check In process will take about 15 minutes
Would you prefer a morning or afternoon check in time?
400
last three steps of "Be First"
What is;
Pop the Hood
Lights
Look for Badges
400
What are the last five steps of the walk around;
What is;
Wiper Blades
Front of the Vehicle
Under Hood Inspection
Close Hood
LF Tire
400
What are the next five steps in the desking process after Diagnostic questions
What is :
Recommendations/Menu
Establish status call times
Estimated Cost
Alternate Transportation
Signature
400
I was built in 57 I stand at 552. My belly hangs at 200 feet for the ships a passin through. I am 5 miles long and a million ton in size. yall want a pastie, don't you criticize!!
What is :
What is the Mackinac Bridge
500
Customer: Ive been here before, yadda, yadda, yadda. I really do not have time right now to walk around.
What is : I certainly understand sir, sounds like you have very little time to spare so lets get this moving. I will walk the car quickly with you and get you on your way, the rest I will do myself before I call you. Lets start right here...
500
please list the first 10 in Be first
What is
Acknowledge, Meet and Greet, Verify, Overview, Vin#
Miles, Oil Life, Pop the hood, lights, badges
500
During the Walk Around, you discover a service that may be necessary. Please describe a common service to look for, and how to bring it up.
What is; Mr Smith "as you can see" , your tires are wearing unevenly. We may have an alignment issue, would you like us to inspect the alignment of your vehicle and diagnose the wear issue?
Vehicle History=recommendations
500
Technician approaches you with the inspection. This car needs lower control arm bushings, balljoints and the brakes are at 3/32 front and rear. You need to make a recommendation, however, you know that your guest is on a tight budget, as the have mentioned it several times at the desk. Go.....
What is; Pass or fail
500
ON November 10, 1975 the Edmund fitzgerald sank in Canadian water. All men are still preserves at 530 feet of water. Outta respect to the family and men aboard the Detroit cathedral rang for each man once. How many times did the church bell chime?