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Service Advisor Excellence: Tier 2 - Intermediate
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Service Advisor Excellence: Tier 2 Intermediate
Overview: Tier 2 - Intermediate
Chapter 1 Phone Mastery & Call Control
Chapter 2 Scheduling and Capacity Control
Chapter 3 Intermediate RO Writing
Chapter 4 DVI Strategy
Chapter 5 Estimate Structuring & Options
Chapter 6 The 3 Objections
Chapter 7 Presenting Big Jobs (3 Step Close)
Chapter 8 KPIs That Matter
Chapter 9 Technician Workflow
Chapter 10 Customer Loyalty and the Emotional B.A.
Chapter 11 Maintenance Planning 3-6 months
Chapter 12 Deescalating and Customer Complaints
Chapter 13 Documentation Standards
Chapter 14 Control
Chapter 15 Preparing for Tier 3: Advanced
Summary of Tier 2
Tier 2 Exam