Professional

The Service Consultant: Principles of Service Management and Ownership, 2nd Edition

  • Ronald A. Garner Pennsylvania College of Technology
  • C. William Garner Rutgers University
  • ISBN-10: 1133612350  |  ISBN-13: 9781133612353
  • 352 Pages
  • Previous Editions: 2005
  • © 2014 | Published
  • List Price = $ 125.95
  • For quantity discounts, Contact your Representative
  • For single copy purchases, visit CengageBrain.com

About

Overview

Designed to prepare readers for a successful career as an automotive service consultant, THE SERVICE CONSULTANT: PRINCIPLES OF SERVICE MANAGEMENT AND OWNERSHIP, Second Edition teaches readers how to maximize profits and improve customer satisfaction in an automotive business. With coverage of task-oriented procedures for day-to-day operations as well as communications, relations, supervision, and customer delivery, this practical book provides readers with an in-depth examination of the multi-faceted responsibilities of an automotive service consultant. In addition, the second edition contains updated examples, activities, technology, case studies, and visual aids so that readers are exposed to the most up-to-date information in the field.

Features and Benefits

  • The text content correlates to the ASE tasks for Automotive Service Consultant (C1) in order to help readers better prepare for the ASE certification exam.
  • Activities that require readers to interview local service facility managers provide opportunities for establishing important industry contacts for the future.
  • Visits to local service facilities are encouraged so that readers can compare content in the book with real-life situations and procedures happening in the industry.
  • Careful attention to the sequence of job duties for the service consultant gives readers a clear picture of the types of work and responsibilities that will be expected of them when they enter the workforce.

Table of Contents

PART I: SERVICE FACILITIES AND THE SERVICE CONSULTANT.
1. Types of Automotive Service Facilities, Professional Credentials, and Profit.
2. The Role of the Service Consultant, Parts Specialist, and Warranty Administrator.
3. The Team Approach: Business Operations and Repair Order Tracking.
4. Computerized Shop Management Systems.
5. Checking Vehicle and Customer Records.
6. Working with Warranties, Service Contracts, Service Bulletins, and Campaigns/Recalls.
PART II: COMMUNICATIONS: CUSTOMER RELATIONS.
7. Electronic Communications, Websites, and Social Networks.
8. Personal Communication: From the Greeting to the Presentation of the Invoice.
9. Working Out Service Details with Customers.
10. Prioritizing Repair Needs.
11. Closing a Sale.
PART III: COMMUNICATION: CUSTOMER DELIVERY AND FOLLOW UP.
12. Writing for the Technician.
13. Workflow and Efficient Shop Operations.
14. Customer Relations: Sales, Follow-Ups, and Promotions.
PART IV: COMMUNICATION: CUSTOMER DELIVERY AND FOLLOW UP.
15. Assistant Service Manager Duties.
16. A positive Work Environment for Efficient Business Performance.
17. Analysis of Shop Operations and Business Performance.
18. Service Facility Business Start Up and Ownership.
Appendix ASE (C1) Task List: Service Consultant.
Glossary.
Index.

What's New

  • A new boxed feature presents case studies to help students master theory.
  • Throughout the text, illustrations have been updated and expanded in order to appeal to the visual learner.
  • Instructor resources have been expanded to include PowerPoint lecture presentation and ExamView text questions.

Supplements

All supplements have been updated in coordination with the main title. Select the main title's "About" tab, then select "What's New" for updates specific to title's edition.

For more information about these supplements, or to obtain them, contact your Learning Consultant.

Instructor Supplements

Instructor Companion Website  (ISBN-10: 1133610811 | ISBN-13: 9781133610816)

ASE Test Preparation - C1 Service Consultant  (ISBN-10: 1111127123 | ISBN-13: 9781111127121)

The fifth edition of Delmar’s Automotive Service Excellence (ASE) Test Preparation Manual for the C1 SERVICE CONSULTANT certification exam contains an abundance of content designed to help you successfully pass your ASE exam. This manual will ensure that you not only understand the task list and therefore the content your actual certification exam will be based upon, but also provides descriptions of the various types of questions on a typical ASE exam, as well as presents valuable test taking strategies enabling you to be fully prepared and confident on test day.

List Price = $25.95  | CengageBrain Price = $25.95  | College Bookstore Wholesale Price = $19.75

Managing Automotive Businesses: Strategic Planning, Personnel and Finances  (ISBN-10: 1401898963 | ISBN-13: 9781401898960)

The success of any organization most often depends on the execution and management of such strategic issues as business development, personnel and fiscal operations. This new book introduces readers to the duties and practices assigned to service managers in the successful operation of an automotive service facility. Coverage begins with a general discussion of the management structure and the service manager's role in facility operations. Consideration is then given to navigation of the personnel process from the recruitment of workers to supervision of their performance. The financial business practices of a service manager familiarizes readers with the importance of fiscal responsibility in the operation of a lucrative automotive service business.

List Price = $118.95  | CengageBrain Price = $118.95  | College Bookstore Wholesale Price = $89.50

Student Supplements

ASE Test Preparation - C1 Service Consultant  (ISBN-10: 1111127123 | ISBN-13: 9781111127121)

The fifth edition of Delmar’s Automotive Service Excellence (ASE) Test Preparation Manual for the C1 SERVICE CONSULTANT certification exam contains an abundance of content designed to help you successfully pass your ASE exam. This manual will ensure that you not only understand the task list and therefore the content your actual certification exam will be based upon, but also provides descriptions of the various types of questions on a typical ASE exam, as well as presents valuable test taking strategies enabling you to be fully prepared and confident on test day.

List Price = $25.95  | CengageBrain Price = $25.95  | College Bookstore Wholesale Price = $19.75

Managing Automotive Businesses: Strategic Planning, Personnel and Finances  (ISBN-10: 1401898963 | ISBN-13: 9781401898960)

The success of any organization most often depends on the execution and management of such strategic issues as business development, personnel and fiscal operations. This new book introduces readers to the duties and practices assigned to service managers in the successful operation of an automotive service facility. Coverage begins with a general discussion of the management structure and the service manager's role in facility operations. Consideration is then given to navigation of the personnel process from the recruitment of workers to supervision of their performance. The financial business practices of a service manager familiarizes readers with the importance of fiscal responsibility in the operation of a lucrative automotive service business.

List Price = $118.95  | CengageBrain Price = $118.95  | College Bookstore Wholesale Price = $89.50

Meet the Author

Author Bio

Ronald A. Garner

Ron Garner, Ph.D. is an Associate Professor of Automotive Technology in the Division of Transportation Technology at the Pennsylvania College of Technology an affiliate of The Pennsylvania State University.

C. William Garner

Dr. C. William Garner, Ph.D is an Associate Professor of Education Administration at Rutgers University.