Service & Parts

A well-structured scripts cover a comprehensive range of situations the Business Development Center (BDC) might encounter when interacting with customers for service-related appointments. They help ensure that BDC team member follows a consistent process and that customers receive a predictable and high level of service.

To enhance the scripts:

1. Empathy and Personalization: While the scripts are technically sound, it would be beneficial to add a touch of personalization and empathy, especially when a customer might be experiencing issues with their vehicle. For example, in the “Repair Appointment—unknown cause” script, after the customer describes their car problem, the BDC could say, “I’m sorry to hear that. We’ll make sure to thoroughly inspect the issue for you.”
2. Clarification on Service Provided: It would be helpful if the BDC could clarify the kind of service provided or ask more probing questions to understand the customer’s needs better. This would ensure that the technicians are prepared when the car arrives. For instance, “I understand you believe it’s the starter causing the issue. Have you noticed any other unusual sounds or behaviors?”
3. Offering Additional Value: The BDC could offer additional value to the customer like tips for maintenance, any current promotions, or loyalty program information. Example: “By the way, since you’re a valued customer, I’d like to mention that we have a special promotion this month on oil changes. Would you like more information?”
4. Feedback: It’s always a good idea to ask for feedback at the end of the appointment. This can help the service department improve their service. For instance: “We appreciate you choosing us for your vehicle’s needs. After your service, we’d love to hear your feedback on how we did. Would that be alright?”
5. Reminder about Appointment: Given the fact that there are “No-Shows”, it might be a good idea to remind customers about their appointment a day before. For example: “Just a heads up, we’ll be sending you a reminder text or call a day before your appointment. Please make sure to confirm or let us know if there are any changes.”
6. Thank You & Follow-Up: A simple thank you at the end of the call, and a mention about a follow-up post service can make the customer feel valued. “Thank you for choosing [Dealership Name]. Post your service, our team will give you a quick call to ensure everything is running smoothly.”

Remember, while scripts are great guidelines, they should be flexible enough to cater to unique situations or customers. The primary goal is to provide a seamless and pleasant experience for every customer interaction.

Typical Appointment

BDC: Service Department, this is __. How can I assist you today?

Customer: I would like to schedule an appointment.

BDC: Of course! Have you visited us for service before?

Customer: Yes.

BDC: Wonderful! Could I have your first and last name and the approximate mileage on your vehicle?

BDC: Given your history with us, I have openings on (date) at (time) or _(time). The service normally takes around an hour. By the way, since you’re a valued customer, I’d like to mention that we have a special promotion this month on oil changes. Interested?

BDC: Perfect! I’ve scheduled you for (date) at _(time). We’ll send a reminder a day ahead. Thank you for choosing us!

Mileage Interval/ Recommended Services Appointment

BDC: Service Department, this is __. How may I be of service?

Customer: I want to schedule an appointment.

BDC: Have you been here for service before?

Customer: Yes.

BDC: Terrific! Your first and last name, please? And the approximate mileage of your vehicle?

BDC: Based on the mileage, it’s time for your 60k service. It’s comprehensive maintenance that takes around 4-5 hours and will cost _. We value the longevity of your vehicle.

BDC: I can slot you in on (date) at (time) or _(time).

BDC: Great choice! You’re scheduled for (date) at _(time). We’ll send a reminder closer to the date.

New Customer Appointment

BDC: Service Department, this is __. How can I be of assistance?

Customer: I’d like to book an appointment.

BDC: Welcome! Have you been here for service before?

Customer: No.

BDC: Not a problem! Let me quickly add you to our system. Could I have your last name, first name, a good contact number, and the model and year of your Toyota?

BDC: Approximate mileage on your Toyota?

BDC: I have openings on (date) at (time) or _(time). It’ll take about an hour.

BDC: Are you familiar with our location? Our Service Department is at the junction of Murray & TV highway. When you approach, the garage door will open automatically, and our team will be ready to assist.

BDC: Could I have your email to send a confirmation?

BDC: Got it! You’re booked for (date) at _(time). And thank you for choosing us!

In-Depth Service Question Appointment

BDC: Service Department, this is __. How can I guide you?

BDC: I want to ensure you get the most accurate information. Could you hold for a brief moment while I consult with our specialists?

(Note: BDC either obtains an answer or transfers the Customer for more complex inquiries.)

Repair Appointment—unknown cause

BDC: Service Department, this is __. How can I assist?

Customer: I want to schedule an appointment.

BDC: Have you visited us before?

Customer: Yes.

BDC: I’m sorry to hear about the issue. Can you provide your name and the mileage on your vehicle?

Customer: My car won’t start despite a new battery. I suspect the starter.

BDC: Let’s ensure your vehicle gets the attention it deserves. I recommend bringing it in so we can provide a thorough diagnostic.

BDC: I have time slots on (date) at (time) or _(time). After the diagnostic, we’ll provide a clearer time estimate. Dropping it off for a few hours might be best.

BDC: Thank you for trusting us. You’re set for (date) at _(time). We’ll follow up post-service to ensure everything’s running smoothly.

Repair Appointment—known cause

BDC: Service Department, this is __. How can I help?

Customer: I need an appointment.

BDC: Have you visited us before?

Customer: Yes.

BDC: Sorry to hear about your car issue. Can I get your name and the vehicle’s mileage?

Customer: My car’s pulling to the right. It needs an alignment.

BDC: We’ll definitely address that. I can schedule you on (date) at (time) or _(time). The alignment usually takes about 90 minutes.

BDC: Fantastic! You’re scheduled for (date) at _(time). We appreciate your trust in us.

No-Shows—BDC calls Customer

(Positive Response)

BDC: Hi, is this __(Customer’s name)?

BDC: Hello Mr./Mrs. _. I’m _ from _____________Toyota. We noticed you missed your recent service appointment for your 2011 Tacoma. Do you still need our services?

Customer: Yes.

BDC: Great! I can reschedule for (date) at (time) or _(time).

BDC: Thank you for rebooking. You’re all set for (date) at _(time). We value your continued trust.

(Negative Response)

BDC: Hi, is this __(Customer’s name)?

BDC: Greetings Mr./Mrs. _. I’m _ from _____________Toyota. Our records show you missed your recent service for your 2011 Tacoma. Did you manage to get your vehicle serviced elsewhere?

Customer: Yes, it’s been serviced.

BDC: Alright! We’re glad your vehicle is taken care of. We’re here if you need any future services or have concerns. Thank you for reaching out to us initially.

These enhanced scripts add a touch of empathy, personalization, and clarity to customer interaction, aiming to improve the overall customer experience.

1. Meet and Greet

• Exhibit genuine warmth and friendliness:
  • Smile and use the customer’s name.
  • Maintain a positive attitude and body language.
  • Display enthusiasm, urgency, and confidence.
• Uphold professionalism:
  • Always wear an identifiable uniform.
  • Adhere to dress code, hygiene standards, and appearance guidelines.
• Prioritize punctuality:
  • Engage the customer immediately upon their arrival.
  • Strive to make a stellar first impression within the initial 45 seconds.

2. Identify the Primary Concern

• Be present with the customer when discussing their primary concern.
• Practice active listening, adhering to the 80/20 Rule (80% listening, 20% talking).
• Understand that the more effort spent understanding their needs, the more they trust our services.

3. Verify the Primary Concern

• Collaborate with the customer to replicate the issue, possibly by test-driving the vehicle.
• Identify the concern through sensory observations like seeing, hearing, or feeling.
• Reconfirm the concern with the customer for clarity.

4. Complete Walk-Around

• Build rapport:
  • Ensure customers remember your name.
  • Establish trust through honesty and attentive listening.
  • Engage in relevant small talk, identifying potential conversation starters.
• Observe and report:
  • Document existing damages, offering complimentary repair estimates.
  • Assess windshield wiper wear and tire depth, recommending replacements if necessary.

5. Gather Information

• Input customer details and concerns into the DMS (Service).
• Consult National History, searching for recurring repairs, open warranty campaigns, or special programs.
• Echo back the customer’s issues to validate understanding.

6. Offer Maintenance Opportunity

• Suggest Dealership Recommended Maintenance Services (DRMS) after addressing the primary concern.
• Emphasize the benefits of consistent maintenance at our facility.
• Highlight the value and advantages of DRMS.

7. Receive the Customer’s Permission

• Clearly, communicate proposed services and relate them to the primary concern, avoiding jargon.
• Commit to and communicate an estimated completion or diagnosis timeframe.
• Secure the customer’s approval and signature for the intended work.
• Express gratitude for their trust and business.

1. Dispatcher/ Shop Foreman Model

• Workflow:
  • The ASM hands the Repair Order (RO) to the Dispatcher or Foreman.
  • The Dispatcher/Foreman delegates tasks to the suitable technician.
• Limitations:
  • Restricts workflow and communication to a single point of contact.
  • It can potentially breed favoritism, undermining team spirit.

2. ASM Direct Dispatch

• Workflow:
  • Post-RO, the ASM directly assigns tasks to the appropriate technician.
• Benefits:
  • Eradicates communication barriers between the ASM and technicians.
  • Works efficiently in lower-volume settings.
• Limitations:
  • Might disregard technician classification during dispatch, increasing costs.
  • Possible overlap of RO assignments in higher-volume shops.

3. Lateral Support Model

• A technician team leader possessing leadership and technical acumen spearheads the workflow:
  • The leader receives the RO from the ASM, then allots work as per technician classification.
  • The leader also supervises quality, mentors, and occasionally partakes in intricate diagnostics.
• Advantages:
  • Fosters continuous training and a collaborative atmosphere.
  • Optimizes master technicians’ expertise.
  • Sets precise growth trajectories for technicians.
  • Enhances work quality and communication, offering a boutique experience even in large settings.