Price search results for The Service Consultant Working in an Automotive Facility
|
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 automotive service consultant. Features Content correlating to the ASE tasks for Automotive Service Consultant C1 helps readers better prepare for the ASE certification exam Activities that require readers to interview local service facility managers provide opportunities for establishing important industry contacts for the future Visits to local service facilities are encouraged so that readers can compare content in the book with real life situations and procedures happening in the industry Careful attention to the sequence of job duties for the service consultant gives readers a clear picture of the types of work and responsibilities that will be expected of them when they enter the workforce Table of Contents PART I 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 CampaignsRecalls PART II COMMUNICATIONS CUSTOMER RELATIONS Telephone Communications Personal communication From the Greetig to the Presentation of the Invoice Working Out Service Details with Customers Closing a Sale PART III INTERNAL COMMUNICATION, RELATIONS, and SUPERVISION Writing for the Technician Workflow Customer Relations Sales, Follow Ups, and Promotions Part IV Communication Customer Delivery and Follow up Other Duties General Operations Assignments A positive Work Environment Appendix ASE C1 Task List Service Consultant Glossary Index About the Authors Dr. C. William Garner, Ph.D is an Associate Professor of Education Administration at Rutgers University. Ron Garner, Ph.D. is an Associate Professor of Automotive Technology in the Division of Transportation Technology at the Pennsylvania College of Technology an affiliate of The Pennsylvania State University.
|