Service Advisor Training

Web-based. Mobile friendly. Interactive. Affordable! Fully automated.

Look for our content directory to grow in the third and fourth quarters this year!

Service Advisor

  • The Service Drive Process

  • Meet & Greet

  • Qualify & Investigate

  • Vehicle Walk-A-Round

  • Explain Multipoint Inspection

  • Review Past History

  • Maintenance Menu Presentation

  • Prepare A Written Proposal

  • Work In Progress

  • Ask For The Sale

  • Overcome Objections

  • Schedule Next Appointment

  • Active Delivery

  • Follow-up

Handling Objections

  • Overcoming Objections

  • Qualifying Objections

  • Tools for Overcoming Objections

  • The Fear of Rejection

 

Telephone Skills for Advisors & Appointment Coordinators

  • How to Convert Incoming Phone Calls into Appointments

  • How to Stay Off Price Quotes & Sell Appointments

  • How to Avoid Diagnosing over the Phone

 

Selling Techniques

  • How to Sell the Primary Item

  • How to Make an Up-Sell Feature/Benefit Presentation

  • How to Make an Up-Sell Presentation

  • Advisor Write-up Scripts

  • Advisor Sales Script

  • Menu Presentation

  • Offer Choices

  • How to Advise on Special Order Parts

  • Service Advisor vs. Service Writer

  • Prepare for Success “Daily Checklist”

  • Lost Sales Follow-up

  • Discounting Service

  • Asking for a Pre-Approval

  • Preparing the Estimate

  • Top Performer Selling

  • The Basics of Feature Benefit Presentations

  • Product Knowledge

  • Additional Services & Maintenance

  • Important Items to Have Inspected

  • Frequently Asked Questions About Maintenance

 

Exceeding the Customers’ Expectations

  • What Customers Expect

  • Effective Communication

  • The Three “C’s”

  • CSI Script

Fixed Ops BDC

  • Fixed Operations BDC Defined

  • BDC Vision, Mission & Goals

  • Structuring the Fixed Ops BDC

  • BDC Job Descriptions & Pay Plans

  • Staffing & Recruiting for the Fixed Ops BDC

  • BDC Processes

  • Fixed Ops Telephone Fundamentals

  • Fixed Ops Telephone Call Handling

  • Fixed Ops Getting Off To A Good Start On The Phone

  • Service Scheduling Telephone Best Practices

  • BDC Telephone Scripts

  • Call Tracking To Fill The Profit Leaks

  • Text, Email & Chat Communications

  • BDC eMail Marketing Strategies

  • BDC Tracking, Monitoring, & Reporting

  • BDC Applications & Tools

  • Data Mining: Mix Up The Mileage & Retain

  • BDC Data Hygiene Practices

  • BDC Accounting Practices

Service Advisors-Technical Awareness

  • Technology Terms & Acronyms

  • The Fundamentals of Motor Vehicle Technology

  • Understanding Engine Systems

  • Starting and Charging Systems

  • Fuel Systems & Maintenance

  • Exhaust Systems

  • Engine Oil

  • Tires and the Law

  • Drivetrain Systems

  • Steering and Suspension Systems

  • Brake Systems

  • Cooling Systems

  • Air Conditioning Systems

  • Car Lighting Systems

Service Advisors-Performance Metrics

  • Understanding Flat Rate

  • Understanding Productivity

  • Increasing Technician Productivity

  • The Dispatching Process