Business

BUSINESS PROGRAMS:
EFFECTIVE SALES OF SERVICE
MANAGING THE SERVICE DEPARTMENT

EFFECTIVE SALES OF SERVICE IN A NUTSHELL

This program is a supplement to Bicycle Repair & Overhaul (BRO), and enrollment is limited to those who are enrolled in Bicycle Repair & Overhaul.

The most difficult sale to make in a bike shop, in most cases, is the sale of a repair. Sales techniques that work well with bicycle and merchandise sales are not always directly applicable to the repair sale situation. What is it that causes a customer to be so reluctant and difficult to please? This program is of immeasurable value to anyone in the position of selling repair work, if you want to increase customer satisfaction and service-department profitability.

HOW LONG IS THE COURSE?

The course is one and a half hours long, and is offered in the evening of the second Tuesday of each BRO. See the Schedule & Prices page for the dates.

WHAT IS THE NATURE OF THE COURSE?

Effective Sales of Service is presented as a lecture, with opportunities for questions and discussion at any time during the lecture.

WHAT DOES IT COST AND WHEN IS IT OFFERED?

The price for this program is $75. The price of this tutorial includes a copy of Selling Service. The book alone is regularly priced at $29.95. See the Schedule & Prices page for the dates this program is offered.

WHAT SUBJECTS ARE COVERED?

	Understanding the customer's needs
	Understanding the shop's needs
	Tools for counteracting customer negativity
	Repair diagnosis
	Creating accurate estimates
	Creative sale of maintenance packages to increase customer satisfaction and your profitability
	Asking for the sale
	Proper documentation to insure quality work and provide legal protection
	Closing the sale
	Policies
	Special situations

MANAGING THE SERVICE DEPARTMENT

This program is a supplement to Bicycle Repair & Overhaul (BRO), and enrollment is limited to those who are enrolled in Bicycle Repair & Overhaul. Maximum enrollment in this program is six students, and it is made available on a first-come, first-served basis to BRO participants. A qualifying interview is required for enrollment in this class.

MANAGING THE SERVICE DEPARTMENT IN A NUTSHELL

This tutorial is designed for shop owners and managers to enable them to design their physical service department and service-department operating systems. This tutorial is indispensable whether setting up a service department from scratch or trying to breathe life back into a struggling one.

HOW LONG IS THE COURSE AND WHEN DOES IT HAPPEN?

The course is seven hours long, and is offered in six segments on BRO class days that occur in the evenings following class, on some lunch breaks, and in the mornings before class.

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WHAT IS THE NATURE OF THE COURSE?

Managing The Service Department consists of three lectures, and three computer labs. Although proficiency with computers is not a prerequisite, the student is expected to have a willingness and enthusiasm to learn the use of computer-based management tools. Additionally, the student must understand that to use the course material in an actual shop, a computer and additional software is required (additional software cost is less than $75). For a better idea of the nature of the Service Manager System utilized in this course, take this tour.

WHAT DOES IT COST?

The $200 price for this program includes a copy of The Service Manager System. The System alone is regularly priced at $250.

WHAT SUBJECTS ARE COVERED?

	Floor plan design for a mechanic's work station
	Environmental design for the health and productivity of the mechanic
	Sources and choices for work-benches and parts storage systems
	Storage planning for boxed and assembled bikes
	Tool selection, arrangement, and maintenance
	Floor-plan concepts that optimize floor-space usage
	Setting an hourly rate on which to base repair charges
	Flat rates
	Setting up a production control system for efficient management of new-bike assemblies and repairs
	Quality engineering and control systems
	Managing replacement parts inventory
	Hiring mechanics
	Job descriptions in the service department
	Pay structures for mechanics and how they affect productivity and quality
	Managing mechanics
	Key sources for small parts and technical assistance from manufacturers.

WHAT COMPUTER-BASED MANAGEMENT TOOLS ARE INCLUDED?

	The Base Hourly Service Charge Worksheet, which is a spreadsheet for calculating the optimum base hourly rate for repairs
	The Ultimate Flat Rate Chart, which is a fully editable 300-job spreadsheet consisting of job names, job descriptions, and job times that automatically prices all the jobs when the base hourly service charge is entered. It can be used as an onscreen tool, or can be printed as a book.
	The Productivity Log, which is a spreadsheet for logging mechanics work and calculating productivity rates for mechanics.
	The Production Schedule, which is a spreadsheet for scheduling mechanics and jobs.
	The Quality Manager, which is a two-part system consisting of a database for tracking error trends, and a set of editable checklists for the most common repairs and bike assemblies.
	The Parts Manager, which is a database tool for managing a replacement-parts inventory. This includes a list of recommended parts to be stocked for doing the most common repairs.
	The Tool Manager, which is a database tool for managing your tools, including purchasing and maintenance systems. This includes a prioritized list of the recommended tools for a fully-equipped service department.