SERVICE DRIVE TRAINING CLASS INFORMATION SHEET Attire: Professional (button up shirt; tie is optional) Pressed Polo-style shirts, if this is your dealership uniform. White or blue button up shirt is suggested for the class picture. The training room is cold, you may want to bring a jacket. Hours: Meals: 9:00 AM to 6:00 PM Class may run later some days. Class will end approximately 12:00 PM on the last day. A hot breakfast and a buffet lunch will be provided. ***Dinner will be on your own*** Location: Williams Square Main Tower 5215 N. O Connor Blvd. Ethos Educational Center, Suite 1450 Take set of elevators marked 10 16 up to the 14 th floor. Contacts: Ethos Group Lauren Mulvihill Jordan Dickens (972) 331-1000 (214) 205-8668 (214) 499-6709
WHAT S IN THE BUILDING Starbucks Coffee: Located in the west tower next to the café. ATM: Located in Starbucks. JUST AROUND THE CORNER Avocado Restaurant & Lounge (214) 772-6438 220 E. Las Colinas Blvd. #360 Jinbeh Sushi (972) 869-4011 301 E. Las Colinas Blvd. Champps Sports Bar (972) 373-0333 855 W. John Carpenter Fwy. Red Hot & Blue Memphis BBQ (972) 402-0222 5910 N. MacArthur Blvd. #157 Keg Steakhouse & Bar (972) 556-9188 859 West John Carpenter Fwy. SHOPPING Urban Eatz (972) 869-3533 5910 N. MacArthur Blvd. #151 Granada Market (972) 836-8445 387 E. Las Colinas Blvd. #106 Cool River Café (972) 871-8881 1045 Hidden Ridge Pappas Bar-B-Q (214) 956-7262 2231 West Northwest Hwy. Dallas, TX 75220 The Ranch at Las Colinas (972) 506-7262 857 West John Carpenter Fwy. Italian Café (972) 401-0000 387 E. Las Colinas Blvd. #120 Taco Diner (972) 401-2691 5904 N. MacArthur Blvd. Spin Pizza (972) 871-7746 1030 W. John Carpenter Fwy. Pappadeaux Seafood Kitchen (214) 358-1912 10428 Lombardy Lane Dallas, TX 75220 Blue Fish (972) 385-3474 925 West John Carpenter Fwy. Super Target (972) 506-9924 7845 North MacArthur Blvd. Irving, TX 75063 North Park Mall (214) 363-7441 8687 N Central Expy. Dallas, TX 75225 Tom Thumb (972) 717-9727 4010 North MacArthur Blvd. Irving, TX 75063
SERVICE TRAINING CHECKLIST Year-to-Date Service Advisor Performance Summary o RAP Report (CDK) o 3611 Report (R&R) o or Equivalent Detailed Personal and Professional Goals Completed List of Your Dealership's Resources Completed Customer Pay Production Report
PERSONAL GOALS What do you want to accomplish personally in the next year? What do you want to accomplish personally in the next three years? What do you want to accomplish personally in the next five years? PROFESSIONAL GOALS What do you want to accomplish professionally in the next three months? What do you want to accomplish professionally in the next six months? What do you want to accomplish professionally in the next year?
RESOURCES What resources do you currently have available to help you achieve your goals? How can you better utilize these resources? What additional resources do you need access to in order to accomplish your goals?
CUSTOMER PAY PRODUCTION Use the department s production from the previous month. CP LABOR SALES DOLLARS CP LABOR HOURS CP REPAIR ORDERS CP PARTS SALES DOLLARS TOTAL CP PARTS & LABOR SALES DOLLARS CP HOURS PER REPAIR ORDER (CP Labor Hours / CP Repair Orders) CP DOLLARS PER REPAIR ORDER (Total CP P&L Sales / CP Repair Orders) DOOR LABOR RATE CP EFFECTIVE LABOR RATE (CP Labor Sales Dollars / CP Labor Hours) CP ELR AS A % OF LABOR RATE (CP ELR / Door Labor Rate) CP WORK MIX (CP Hours / Total Hours) INTERNAL WORK MIX (Internal Hours / Total Hours) WARRANTY WORK MIX (Warranty Hours / Total Hours)
SERVICE CLASS AGENDA Breakfast 8:30 AM - 9:00 AM Expectations, Rules & Vision 9:00 AM - 10:30 AM Ethos & Trainer Introductions 10:30 AM - 10:45 AM Attendee Introductions 10:45 AM - 12:00 PM Repair Order Potential LUNCH 12:00 PM - 1:00 PM Repair Order Potential Cont. 1:00 PM - 2:15 PM Break-out Session Leadership Framework 2:15 PM - 2:30 PM Leadership Framework Cont. 2:30 PM - 3:45 PM 3:45 PM - 4:00 PM Creating a Point-of-Separation 4:00 PM - 6:00 PM Dismissal Homework: Goals and Resources, Deal Potential, $30 Per RO, Read Articles Breakfast Review the Homework Break-out Session Setting the Stage for the Experience LUNCH Intro to R2 R2 Cont. 8:30 AM - 9:00 AM 9:00 AM - 10:15 AM 10:15 AM - 10:30AM 10:30 AM - 12:00PM 12:00 PM - 1:00 PM 1:00 PM - 2:15 PM 2:15 PM - 2:30 PM 2:30 PM - 3:45 PM 1
Break-out Session R2 Cont. Dismissal Homework: Learn R2 Process, Read Message To Garcia 3:45 PM - 4:00 PM 4:00 PM - 6:00 PM Breakfast Class Picture Review Homework Break-out Session LUNCH Impact Words Addressing Product Concerns Closing Break-out Session Negotiations R2 Review Relay Presentation Dismissal Homework: Learn Complete Presentation and Prepare to Film 8:30 AM - 9:00 AM 9:00 AM - 10:30 AM 10:30 AM - 10:45 AM 10:45 AM - 12:00 PM 12:00 PM - 1:00 PM 1:00 PM - 2:15 PM 2:15 PM - 2:30 PM 2:30 PM - 3:45 PM 3:45 PM - 4:00 PM 4:00 PM - 5:00 PM Closing Comments Filming Dismissal 9:00 AM- 12:00 PM Upon Completion 2