Simi Skillnet Aftersales Management

Course details

The goal of the workshop is to address head-on the issues created by falling captive service and parts parcs in Ireland. Lower sales volumes & profit margins in car sales, together with the continuous extension of car life are making the performance of the aftersales operations a key to the financial health of a dealership.

This two-day workshop is designed to give progressive managers the core knowledge needed to:
1. Increase the average hours per job card (or repair order) invoiced through the workshop and parts sold per labour hour
2. Increase customer satisfaction and retention
3. Improve parts stock turn and margin
4. Grow service and parts department profitability.

The core content will cover:

• Understanding the bigger picture, why the performance of your aftersales operation is a critical success factor for your dealership
• The aftersales customer reception process; on the phone, the night before and on the day (parts and service)
• The vehicle health check process; the practices, the processes and the systems to employ to deliver a duty of care charter to every customer
• The customer relationship building process; at the reception desk, in the workshop, in parts, when it’s done, delivering the invoice & making a lasting impression
• Selling service plans & residual income products to increase profit
• Improving technician utilisation, selling efficiency, productivity and recovery rates (effective labour rate) in the workshop
• Labour and parts pricing matrixes that grow profitability
• Parts stock management systems, big data, predictive ordering & picking systems that deliver customer satisfaction and retention
• Understanding and applying effective aftersales crm systems that increase aftersales