Service Advisor Training

They begin by listening.

Customers don’t always describe vehicle problems clearly. They may be frustrated, worried about cost or simply unsure how to explain what they’re experiencing.

We’ll teach advisors how to ask better questions, listen for what the customer is really saying and gather the information technicians need without making the customer feel rushed.

The better you understand the customer, the easier it becomes to help them.

Explain Repairs Without Speaking “Technician”

One of the service advisor’s most important jobs is translating what happens in the service bay into language a customer can understand.

Customers shouldn’t need an automotive education to make a good decision about their vehicle.

Advisors learn how to explain what was found, why it matters and what the recommended repair will accomplish—without overwhelming customers with technical terminology or talking down to them.

That builds understanding.

And understanding builds trust.

Sell by Helping Customers Make Good Decisions

Selling automotive service shouldn’t feel like convincing someone to buy something they don’t need.

A good service advisor helps customers understand their vehicle, prioritize needed repairs and make informed decisions.

We’ll work on presenting recommendations confidently, explaining value before price, answering objections and giving customers the information they need without using pressure or scare tactics.

The goal isn’t simply to sell more work.

It’s to help customers say yes to the work their vehicles actually need.

Master the Phone

A potential customer’s first experience with your shop often happens before they ever walk through the door.

It happens on the phone.

How the call is answered, the questions the advisor asks, their tone of voice and whether they actually invite the caller to schedule an appointment can determine whether that person becomes a customer.

We’ll practice professional phone skills, handling price shoppers, asking the right questions, putting callers on hold properly and turning inquiries into appointments.

Communicate Throughout the Repair

Few things frustrate customers more than wondering what’s happening with their vehicle.

Service advisors need a consistent process for setting expectations and keeping customers informed.

We’ll cover communicating timelines, inspection findings, changes in cost or completion time, repair authorizations and unexpected problems—as well as knowing when a text is appropriate and when a conversation needs a phone call.

Consistent communication also requires good shop processes; research on advisor performance repeatedly identifies unclear or inconsistent processes as a source of customer-service problems.

Build a Better Relationship With Your Technicians

The advisor and technician need each other.

Technicians need clear information about the customer’s concern. Advisors need accurate information from technicians so they can confidently explain findings and recommendations.

When that communication breaks down, everyone gets frustrated—and the customer often feels the result.

We’ll look at how advisors can communicate more effectively with technicians, provide better information, ask the right questions and respect the pressures on both sides of the shop. Industry shop owners describe this advisor-technician relationship as a frequent source of friction when communication isn’t intentional.

Handle Difficult Conversations Professionally

Not every day at the service counter is easy.

A repair costs more than expected. A part is delayed. The vehicle isn’t finished when promised. A customer is angry. Something goes wrong.

Those moments can either damage a customer relationship or demonstrate why they chose the right shop.

Advisors learn how to remain calm, listen without becoming defensive, acknowledge concerns, communicate what can be done and know when to involve the owner or manager.

What We’ll Cover

Service Advisor Training includes:

• Creating a great first impression
• Professional phone skills and etiquette
• Turning phone inquiries into appointments
• Listening and asking better questions
• Writing up customer concerns clearly
• Communicating effectively with technicians
• Explaining technical information in customer-friendly language
• Presenting inspection findings and repair recommendations
• Selling value rather than leading with price
• Prioritizing repairs with the customer
• Handling objections without pressure
• Communicating effectively with women and other customers with different levels of automotive knowledge
• Setting and managing customer expectations
• Keeping customers informed throughout the repair
• Handling difficult and upset customers
• Following up on declined work
• Building customer trust and long-term relationships

More Than Someone Behind the Counter

A great service advisor doesn’t simply write repair orders.

They help the technician understand the customer. They help the customer understand the technician. They keep the day moving, solve problems, build relationships and represent your business every time they answer the phone or speak with someone at the counter.

Develop a great service advisor, and you’re developing one of the most valuable people in your shop.

Ready to Strengthen Your Service Team?

Give your service advisors the practical skills they need to communicate confidently, build customer trust, handle challenging situations and become an even stronger part of your business.

EXPLORE THE TRAINING →