Clik here to view.
Announcing Something New at NCM: Service Advisor Training
I’ve been chomping at the bit to make this announcement, and we just got the go-ahead! After years of your asking for service advisor training, I’m happy to announce that the NCM Institute has added...
View ArticleClik here to view.
From the 20 Group: The Importance of Value
We all know that a customer will buy a product or service when the value exceeds price. Unfortunately, automotive dealerships hide the value that the service and parts departments bring. Here’s how...
View ArticleClik here to view.
How to Hire the Most Important Sales Role in Your Dealership: Service Advisors
There is no question that a successful dealership has both skilled technicians and knowledgeable salespeople to maintain profit margins. But an oft-overlooked—and equally (or arguably even more)...
View Article#AskNCM: How Can I Retain More Service Customers?
You already know the basic steps to get customers back: appointment/phone call, write-up, end-bay process, and active delivery. But customer retention isn’t a simple linear process, explains Steve...
View ArticleClik here to view.
Has Your Customer-Pay Service Business Grown? It Should Have!
The U.S. automotive industry has grown substantially since the beginning of 2010 when the annualized sales rate bottomed out at a low of 10.5 million units from the previous high of 17.3 in 2000....
View Article#AskNCM: How many tickets should a service advisor have each day?
Service advisor Robert wrote to #AskNCM about daily workload, asking: “How many customers per day is too many for a service advisor?” Depends on your business structure, explains NCM expert Steve Hall,...
View ArticleClik here to view.
The 10-Minute Fix for Lost Customer-Pay Hours
There’s no question that customer repair hours and R.O.’s are on the decline. I have the pleasure of working with more than 250 dealers, and I’m alarmed at how many service departments are going...
View ArticleClik here to view.
From the 20 Group: Scripts to Improve Service Advisor Sales
Service advisors see more customers in a week than many salespeople see in a month—without question, they are the public face of your dealership. And, when properly trained, your service advisors can...
View ArticleClik here to view.
WHO Thinks We’re Overpriced?
I recently held a luxury brand parts and service manager 20 Group meeting, and one of the parts managers was proud of the fact that his counter gross retail percentage had increased by 3% that...
View ArticleClik here to view.
3 Ways Managers Can Drive Traffic
In today’s automotive industry, what a manager does when there are no customers in the showroom is every bit as important as when there’s a showroom full of customers. Most managers are great at...
View Article
