For courses in Automotive Service Management.
Unique in approach, this book provides a broad range of coverage—going from foundational principles for beginners to case studies and practical tips for veterans. It addresses 30 different topics that are essential skills for today’s service managers—including customer relations, legal issues, safety, marketing and merchandising. Written in a conversational tone, each topic combines a base of the underlying management theory with real-world examples and case studies to engage the learner in applying these principles. Chapters include brief quizzes, key terms and chapter objectives designed to help readers learn the skills required to effectively supervise in the automotive service industry.
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Book Description Pearson. Hardcover. Book Condition: New. 0131998633 New book with very minor shelf wear. STUDENT US EDITION. Never used. Nice gift. Best buy. Shipped promptly and packaged carefully. Bookseller Inventory # SKU5001016
Book Description Prentice Hall, 2008. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: SECTION ONE: SERVICE OPERATIONS 1. The Automotive Service Industry 2. Physical Resources 3. Manpower Resources 4. The Service Workflow SECTION TWO: MANAGEMENT STYLES 5. Classic Management 6. The Complex Role of Management 7. Being a Leader 8. Business Ethics SECTION THREE: MANAGEMENT STRATEGIES 9. Long-Range Planning 10. Strategic and Short-Range Planning 11. Decision-Making 12. Continuous Improvement SECTION FOUR: FINANACIAL MANAGEMENT 13. Income and Expense 14. Compensation Plans 15. Production Plans 16. Analysis and Action SECTION FIVE: ORGANIZING AND MANAGING YOUR EFFORTS 17. Prioritizing and Organizing 18. Time Management SECTION SIX: CUSTOMER RELATIONS 19. The Value of Satisfied Customers 20. Building Basic Communication Skills 21. Resolving Customer Disputes SECTION SEVEN: EMPLOYEE RELATIONS 22. Recruiting and Selection 23. Motivating Employees 24. Corrective Discipline SECTION EIGHT: MARKETING, MERCHANDISING, AND SELLING SERVICE 25. Public Marketing Mediums and Strategies 26. Point of Purchase Merchandising 27. Target Marketing to Your Customers 28. Selling Service in the Shop SECTION NINE: THE LEGAL ISSUES AND RESPONSIBILITIES 29. Legal Guidelines for Service Operations 30. OSHA and Workplace Safety. Bookseller Inventory # ABE_book_new_0131998633
Book Description Pearson, 2008. Hardcover. Book Condition: New. Bookseller Inventory # P110131998633
Book Description Pearson. Hardcover. Book Condition: New. 0131998633 New Condition. Bookseller Inventory # NEW6.0049812
Book Description Prentice Hall, 2008. Hardcover. Book Condition: New. Bookseller Inventory # DADAX0131998633
Book Description Hardcover. Book Condition: BRAND NEW. BRAND NEW. Fast Shipping. Prompt Customer Service. Satisfaction guaranteed. Bookseller Inventory # 0131998633BNA
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801319986361.0
Book Description Prentice Hall, 2008. Hardcover. Book Condition: New. book. Bookseller Inventory # 0131998633