What is : Thank You for calling ________ Service, My name is _____ I can Help You!
100
Be First means to physically be here
What is ; Standing in the Service Lane with my Customers information, a clip board and a smile.
100
Example of an overview to the guest how a walk around is going to.
What is ; Customer; at this time we will verify some information in the car, I will ask you to assist me in a safety and bulb exam, then we will quickly walk around the vehicle to not miss a thing, takes about 4 minutes. Here we go.....
100
First thing to do in Desking is
What is . Go to the Desk
100
186350 miles per second
What is ; What is the speed of light
200
My Voice mail message states
What is; Thank You calling Bill Marsh GMC service. You have reached the desk of Todd Flees for today Wednesday July22nd. I am currently away from my desk. Please leave a detailed message I will return your call as soon as possible. If you need immediate assistance, please dial 0 and the receptionist will guide you. Thank you again for calling.
200
Meet and Greet our Guest.. Thank You!!!
Verify
Overview
What is ; Welcome to Bill Marsh, My name is_____ and you are? Thank You for being here today.
Based on the information that I have, you are in today for... Is there anything that you would like to add?
Ok, At this time I would like you to stay right in the car and assist me in a safety and signals check.
200
if there is a scratch or small dent in the vehicle
What is ; I notice that you quite a dent here in the fender, would you like me to have our body shop get you a free estimate of repair?
200
Maybe the customers think one thing and you think another. We should......................
What is ; Rephrase the concerns and the expectations
200
6 foot depth measurement in the great lakes
What is ; What is a fathom
300
Verify information and preference
What is : I would like to verify all of your contact information. How do you prefer to be contacted. phone, email. text?
300
Guest is inside the car, We instruct them to give us assistant to gather two pieces of information.
What is; Checking the Miles, And engine oil life/Sticker
300
A tiger sticker on the back of the car. TCAPS Shirt and cap on the back seat
What are BADGES
300
Five open ended diagnostic questions
What is ; When did you notice the sound last?
What types of conditions are you driving in?
Where do you believe that the sound is coming from?
How long has the car been making that sound?
Why do we park on driveways and drive on parkways?
300
I was built in 57, I stand at 552. I belly hangs at 200 north of the ships a passin' thru. 8 miles long and 70' wide, i'm massive in size a weight.
What is ;What is the Mackinac Bridge
400
Concerns / Time
Based on what you have told me
What is : Please tell me a little more about the CONCERNS that you are experiencing that I can be estimate the amount of TIME we will need to inspect it.
Based on What you have told me, we will need your vehicle here for most of the day.
400
Before the guest gets out of the car we verify these are working
and.........!!!!!!!!!!!
What is : Check all of the lights around the car.
Pop The HOOD!!!!
400
Time that a walk around should take
Cars that we walk around
What is As long as it needs to!!
Every Car, Every Day
400
BOWYTME
I CAN............Make.............
What is "Because of what you told me earlier".
Make recommendations
400
1108 cubic miles, or 6 quadrillion gallons water make me quite a pool. I am not salty and I am not kind, I do not have the Fitzgerald in this belly of mine.
What is ; What is Lake Michigan
500
Day of the week
Time of Day
Close
What is : Is there a day of the week that you would prefer to have your vehicle serviced? Okay we have This day (s)
Now we need to set a specific time of the day to have you come in and get "checked in" . The whole check in Process will take about fifteen minutes. Would you prefer AM/PM. TWO TIMES.. Which works best.
Ok Great. See you on___ at___AM. Will you....?
500
Please list the 10 in the Be First Category
What is
Acknowledge, M&G, Verify Concerns, Overview, Instruct, Mileage and VIN#, Oil Life/Sticker, Pop Hood, Lights, Badges.
500
List the steps of the Walk Around, IN ORDER
What is
LR Tire, Damage/dents, Rear Wiper, RR Tire, RF Tire, Wipers, Front, Lift Hood, Close Hood, LF Tire.
500
Clearly set expectations require us to discuss these 4 things before the guests leaves.
What is
Estimated time for diagnosis.
Establish time(s) for status updates.
Estimated cost of diag,repair.
alternate transportation.
500
On the sinking of the Edmund Fitzgerald Nov 10th 1975, just off whitefish Point in Canadian Water, the bell rang to call to all aboard. One for each man leaving son or daughter or wife. Said to be naturally preserved in the cold depts. of 531' deep. how many rings of the bell?