PART I:
1) Building Value On The Service Drive
2) Attitude
3) Customer Expectations & Wants
4) What "Value" Means in the Service Drive
5) The Customer Behavior Quadrant
6) Customer Actions Videos

PART II:
1) Review of the 11-Step Service Process
2) Touch Points - Moments of Truth
3) Step One: Appointments
4) Phone Shoppers
5) Service Dialogue
7) Step Two: Greeting
8) Step Three: Write-Up Building Rapport
9) Influencing Strategies
10) The Walk-Around

PART III:
1) Step Six: Repair Authorization
2) Up-Selling
3) FAB Activity
4) Handling Objections
8) Step Ten: Active Delivery
9) Step Eleven: Follow-Up
10) Making the Change