Automotive Service Advisor Course - SA01
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LESSON 1: AUTOMOTIVE SERVICE ADVISOR COURSE
Automotive Service Advisor Course Introduction -
LESSON 2: CROSS-SELLING ADDITIONAL SERVICE MAINTENANCE ITEMSHow To Cross-Sell Additional Service Maintenance Items8 Topics|1 Quiz
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Different Types Of Engine Maintenance Services
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Powertrain System Maintenance Services
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Brake System Maintenance Services
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Wheel & Tire Maintenance Services
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Other Types Of Vehicle Maintenance Services
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Selling Vehicle Detailing Services
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Your Cross-Selling Additional Service Maintenance Checklist
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Educating Customers On Proper Vehicle Maintenance
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Different Types Of Engine Maintenance Services
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LESSON 3: EVERYTHING YOU NEED TO KNOW ABOUT SERVICE REPAIR ORDERSEverything You Need To Know About Service Repair Orders6 Topics|1 Quiz
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LESSON 4: BREAKING DOWN NEW VEHICLE FACTORY WARRANTYIntroduction To New Vehicle Factory Warranty Policy & Procedures10 Topics|1 Quiz
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LESSON 5: CUSTOMER SERVICE ESSENTIALS FOR AUTOMOTIVE SERVICE ADVISORSCustomer Service Essentials For Automotive Service Advisors5 Topics|1 Quiz
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LESSON 6: HOW SERVICE ADVISORS CAN TACKLE CHALLENGES IN THE AUTOMOTIVE INDUSTRYHow Service Advisors Can Tackle Challenges In The Automotive Industry4 Topics|1 Quiz
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LESSON 7: AUTOMOTIVE SERVICE ADVISOR CUSTOMER CONSULTATION STEPSAutomotive Service Advisor Customer Consultation Steps9 Topics|1 Quiz
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Step By Step Guide To Scheduling Service Appointments
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How To Schedule Service Recalls & What To Do Next
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Be Proactive And Review Your Customers Service History Ahead Of Time
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How To Conduct The Meet And Greet With Service Customers
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Recording Service Customers Complaint (Concerns) The Proper Way
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Using The Customer Walk-Around To Upsell More Services
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Where Will Your Customer Be During The Repair?
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Carrying Out Your Customer Service Commitment To Earn Loyal Customers
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Always Keep Your Customer Informed And The Best Times To Do It
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Step By Step Guide To Scheduling Service Appointments
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LESSON 8: THE MOST EFFECTIVE SERVICE ADVISOR SALES PROCESS & CLOSING TECHNIQUESThe Most Effective Service Advisor Sales Process & Closing Techniques9 Topics|1 Quiz
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Easy And Effective Consultative Selling Techniques Explained
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How To Sell MORE Service Maintenance Items
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Top 3 Service Advisor Closing Techniques You Can Learn Today
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2 Bonus Automotive Service Advisors Sales Closing Techniques
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What To Tell Service Customers When Discussing Diagnostic Fees
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Quoting Estimates & Over Estimating To Save Your Gross Profit
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The Best Way To Wrap Up The Initial Service Customer Consultation
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Multi-Point Inspection (MPI) Reports And How To Use Them To Sell More Repairs
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How To Overcome Customer Objections With Ease
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Easy And Effective Consultative Selling Techniques Explained
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LESSON 9: COMPLETING THE SERVICE VISIT - THE SERVICE VEHICLE DELIVERY PROCESS WORKFLOWCompleting The Service Visit - The Service Vehicle Delivery Process Workflow2 Topics|1 Quiz
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Lesson 10: HOW TO REACH YOUR SALES GOALS WITH SERVICE KEY PERFORMANCE INDICATORS (KPI’S)How To Reach Your Sales Goals With Service Key Performance Indicators (KPI’s)2 Topics|1 Quiz
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LESSON 11: THE ULTIMATE SERVICE ADVISOR WORKFLOW QUICK REFERENCE GUIDEThe Ultimate Service Advisor Workflow Quick Reference Guide4 Topics
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LESSON 12: SCHEDULING SERVICE APPOINTMENTS & CALL SCRIPTS HANDBOOKScheduling Service Appointments & Call Scripts Handbook11 Topics
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Incoming Service Customer Call Greeting & Scheduling Appointments Script
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Scheduling The Regular Service Maintenance Appointment Script
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1 Week Service Appointment Reminder Script
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Next Day Service Appointment Reminder Script
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Missed Service Appointment Follow-Up Script
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Service Advisor Thank You and Survey And CSI Reminder Script
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Customers First Oil Change And Welcome To The Dealership Script
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Special Ordered Parts Appointment Script
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Vehicle Recall Notification Script
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Lost Service Customer Campaign Script
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Service Repair Declined Contact Script
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Incoming Service Customer Call Greeting & Scheduling Appointments Script
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Recording Service Customer Complaints
Recording Customer Complaints On The Repair Order
As mentioned earlier, each repair order contains job-lines specific to the complaint (concern) the customer has. Try to be as accurate and complete as possible with descriptions here; a technician also needs to understand the customer’s concern.
Remember to create a new job-line for each complaint or concern the customer has.
Don’t be afraid to ask the customer more questions or even ask them to recreate the sound effect if they can; believe me, it helps! In fact, the more details you can obtain from your customer, the better it is when the technician starts to work on your customer’s vehicle. The technician will need to know where to look.
Is it the right front tire?
Is it coming from the engine?
Does it happen during heavy braking?
If it’s noise, then how frequent is it? Is the engine hot or cold at the time? Is it at highway speed or while cruising?
As you can see, the more information you ask your customer about their complaint and record them, the more your technician will thank you for it.
Operation Codes (Op-Code)
Operation codes are quick and efficient shortcodes that populate job-lines with commonly occurring maintenance services and repairs.
They can be a sequence of letters and numbers. For example, a lube, oil, and filter could be “LOF” or “02CCZZ05”. Each shop will have their own way of coding routine maintenance and repairs. Ask your shop for a copy of the newest operation codes list.
Op-codes generally possess vital bits of information:
- Default description of the concern
- Technician skill group
- Labor time required
- Parts required for the job
- Environmental and disposal fees
- Total job estimate
Service advisors use them on each job-line to help save time while recording customer complaints. Since these codes are familiar to technicians, they will understand at a glance what repairs it needs.
Create a new job-line and find the most suitable op-code that best fits the complaint. You can still write additional information on the same line if you want to be specific with a customer’s description.
Op-codes can be changed later if you discover a more appropriate one, but do not change the code after the customer signs the repair order.
Customer Signature
The Repair Order “Hardcopy”
The software program will print out a “hardcopy” after writing the customer’s repair order. Consider the hardcopy as the customer’s estimate; it covers the job-lines written and complaint information you documented earlier.
Review the hardcopy information with your customer, then have them sign it as acknowledgment. This gives the shop consent to move forward with the maintenance items or repairs. Keep the hardcopy in a safe place or with dispatch.
There may also be a tear sheet with a key tag identification number generated by the system; you will need to attach it to your customer’s car keys.
The Customer’s Signature
The repair order is a legal document between the repair shop and the customer. It legally binds the shop to perform repairs and ensures it meets safety regulations in the governing jurisdiction.
The repair order also legally binds the customer to pay for all repairs they authorized.
The customer’s signature on the repair order empowers the repair shop to enforce a mechanical lien on vehicles with unpaid balances. Typically, a mechanical lien supersedes all other vehicles liens, meaning the customer cannot change ownership of the vehicle while the mechanical lien is attached.
If the car was dropped off and the customer is not at the shop, attach the customer’s written or emailed instructions to the repair order. If the customer dropped off their car after hours, the night drop envelope must be attached to the repair order as proof of customer authorization.
Note: Always try your best to have customers sign repair orders. Speak with the service manager if the customer wishes to repair the vehicle but refuses to sign the repair order. The service manager should also be informed when a customer provides you with other types of authorization such as; over the phone, text, email, handwritten note left in their car, or any other types of customer consent. Only management can decide if repairs can begin without the customer’s signature on the repair order.
Shop Tip:
- Operation codes are great time savers
- Ask your shop for a list of op-codes
- Be accurate as possible and refrain from generic op-codes
- Customers need to sign the hardcopy before work can begin on their car