Dec 11th 2018
Zurich North America aims to elevate the service advisor training experience for its customers, whether it be in-person or online.
The group has teamed up with renowned service advisor trainer Steve Shaw to design and organize seminars and customized online training.
Shaw, author of "Master of the Waiting Room," told Mega Dealer News that he worked with Zurich to create three important fundamentals when crafting the seminars.
"These core elements are need-based services, the value of the dealership and customer retention strategy," Shaw said. "Our training is high impact, fast-paced, simple and, most importantly, effective."
The in-person training sessions started in July 2018 in St. Louis, Kansas City and Iowa. Seminars have since taken place across the country, and the company is planning another tour in 2019, stated Rick Strifler, vice president of alternative distribution for Zurich.
Zurich F&I customers enrolled in Zurich University have exclusive access to five online training modules. Each of the online lessons consists of 33 units, which take approximately 5 minutes to complete with a short quiz after completion of each unit. In addition, there are four downloadable workbooks designed to support the service advisor.
The online program is fashioned to engage new and seasoned service advisors by examining every aspect of customer interaction: asking why customers buy, using the right words when carrying out a multipoint inspection, creating presentations and overcoming objections.
This customer focused offering has exceeded our expectations said Strifler.
While the seminars were open to non-Zurich customers, the online training modules and the enhanced in store training options at reduced rates are only available to Zurich F&I customers.
Zurich is one of the largest providers of F&I products and training for auto dealers in the US.