The write-up is far more than simply generating a work order. It builds (or breaks) customer confidence and trust in the entire dealership, and it makes (or breaks) profitability. Miscommunication at write up is the No. 1 cause of comebacks, and so often, it is preventable. This session will look at what master advisors do to build rapport, identify needs, make recommendations, address concerns and reach agreement with the customer, one write-up at a time. When the write-up is done well, the shop runs smoother and more profitably.

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