Jeff Cowan of Jeff Cowan Pro Talk that has been helping dealership’s Service Department and Service Advisors for the last 31 years sat down with us at Digital Dealer 27. Jeff is credited as the creator of the modern day walkaround selling process for Advisors. Today they do coaching, critiqing and role playing with Service Advisors as they work with customers to make sure they are correctly taught the skills they need. In doing so they substantially increase sales, show how to get perfect survey scores, as well as how to keep their customer retention above 85% typically within 12 months. They deliver their training through workshops, online, and sending trainers out directly to your dealership to work with not only Advisors, but Fixed Ops Managers, Express Service, and BDC. All of Jeff’s 10 trainers have experience in the dealerships and are “the absolute best at what they do.”
The difference Jeff says in their program is that the environment and customers is always changing so with it they change their content and tactics. In the last 5 years they have had 6 major updates to their program.
What so of environment/customer change is occuring? Jeff says it’s that, “the customer has never been easier to sell.” Due to Google, customers typically come in and know what could be wrong with their vehicle, what service they need, how long it will take, the price range it will cost, and that they picked your dealership when they searched places that perform that service near them. *Sounds like why our philosophy is to win for those terms in search with our Drive Service SEO package!
Check out Jeff Cowan’s best sellers:
*Stay tuned for his upcoming books out soon!
Learn more about Jeff Cowan’s Pro Talk and how they can help your Service Department and its Advisor’s profit today with Automotive Service Training!