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Service Consultant Working in an Automotive Facility

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ISBN-10: 140187990X

ISBN-13: 9781401879907

Edition: 2005

Authors: Ronald A. Garner, C. William Garner

List price: $156.95
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This book examines the multi-faceted responsibilities of an automotive service consultant. It outlines task-oriented procedures for day-to day operations and provides an understanding of how service techniques are used to maximize customer satisfaction and profitability. Content follows the tasks identified by ASE for Automotive Service Consultant (C1). ASE terminology is used throughout to describe the people and businesses servicing the driving public. Coverage examines communications specific to customer relations and sales as well as internal communications, relations, and supervision. Customer delivery and follow up round out this thorough exploration of the functions of a successful…    
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Book details

List price: $156.95
Copyright year: 2005
Publisher: Delmar Cengage Learning
Publication date: 12/6/2004
Binding: Hardcover
Pages: 256
Size: 7.50" wide x 9.25" long x 0.75" tall
Weight: 1.298

Service Facilities and the Service Consultant
Types of Automotive Service Facilities
The Role of the Service Consultant
The Team Approach Checking Vehicle and Customer Records
Working with Warranties, service Contracts, Service Bulletins, and Campaigns/Recalls
Communications: Customer Relations
Telephone Communications Personal Communication
From the Greeting to the Presentation of the Invoice Working
Out Service Details with Customers Closing a Sale
Communication: Customer Delivery and Follow up
Writing for the Technician Workflow Customer Relations
Sales, Follow-Ups, and Promotions
Communication: Customer Delivery and Follow up Other Duties
General Operations Assignments
A positive Work Environment
Appendix ASE (C1)
Task List: Service Consultant
Glossary
Index