Automotive Service Advisor Course - SA03
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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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Intro To Writing Service Repair Orders – The 3 C’s
Intro To Writing Repair Orders
Breaking Down Repair Order Info
Each repair order always contains the following information located on the header.
If the customer has been at your store before, then verify all information is correct and current. If this is your customers first visit, record the following information:
- Drivers first and last name
- Drivers mailing and billing address
- Drivers home, work, and cell number
- Drivers email address
- Ask if they are the owner of the vehicle
- Company name and billing contact information (if it is a business)
- Vehicle’s Identification Number (VIN)
- Year, make, and model of vehicle
- License plate number
- In-service date (refers to the date this vehicle was licensed) * see note
- Odometer In:
- Current miles/kilometers of the vehicle at the time of arrival
- This odometer reading should be visually verified by the person writing the repair order (RO)
- Odometer Out:
- To be recorded by you once all repairs have been completed
- Sometimes technicians will have to test-drive vehicles during the repair
- Verify with the customer the information shown on the RO is accurate
- Promise Date / Time
- Vehicle repairs to be completed by date as set by you and your customer
* The In-service date refers to the date a vehicle was licensed and, therefore, when a factory warranty takes into effect. The in-service date is recorded when the vehicle was licensed as a demo or licensed to its first owner. Manufacturers use the in-service date as the warranty commencement date for the factory warranties.
The Three C’s Of Service Invoices
Every job line contains a reference called the 3 C’s, which are Complaint, Cause, and Correction. The 3 C’s is how you and your technician record specific information to each mechanical repair, such as the customer’s complaint, the cause of the fault, and the correction required to complete the repair.
Complaint Is The First “C”
Service advisors document their customer’s “Complaint” on this line. You may have to ask customers to be as detailed as possible to ensure you are recording the correct details.
Be clear and precise when recording customer concerns; you don’t need a long story; just relevant details will do. Record each complaint on separate job lines.
Vaguely written complaints such as “engine stalls,” “check brakes,” or “S.O.P. in” are not considered adequate detail and may lead to misdiagnosing the vehicle repair. Better complaint description is: “Report on squealing sound when brakes applied at low speeds.”
- Listen to your customer, then write a clear and accurate description of the customer’s complaint
- If the customer mentions three different complaints, then create three separate job-lines
At times, the first C is interchangeable with “Complaint,” “Condition,” or “Concern,” as in the vehicle’s condition or the customers’ concerns. Best to say concern when speaking with customers.
Please note: Vague complaints such as “engine stalls,” “check brakes, or “SOP in” (special-order part) are not considered adequate detail and may lead to misdiagnosing the vehicle repair.
Cause Is The Second “C”
After the technician completes the vehicle diagnosis, they will document the “Cause” of the problem on this line.
Technicians need to include accurate measurements along with the remaining life of worn-out or damaged parts. This information is essential to warranty and fleet companies. Without it, they can refuse to pay the repair order.
Correction Is The Third “C”
The technician will also complete the Correction line, and document the repair performed to correct the customer’s concern.
This explanation needs to be detailed and accurate, so anyone who reads the correction will understand how the repair was corrected.
Example Of The 3 C’s
Here is what the three C’s look like when the advisor records the customer’s complaint and the technician completes the cause and correction lines:
Complaint or Concern: Customer reports vehicle pulls to the right when they apply the brakes. The condition worsens after the brakes heat up.
Cause: The left front brake caliper seized, causing the right front brake to perform most braking.
Correction: Road-tested the vehicle to confirm the complaint. Removed both front wheels and check for free movement of calipers. Replace left front brake caliper, bleed brakes, reinstall wheels, and road-tested again to confirm the repair. The problem is corrected, stops correctly, and no longer pulls to the right.
Shop Tip:
- Include any details the customer mentions in the “complaint” line
- Ask your technician to clarify if you’re not sure of their “cause” explanation