Automotive Service Advisor Introduction
The Automotive Service Advisor Training course will explain everything you need to know to start your automotive service industry career sooner. Throughout this course, you will learn how to become a professional service advisor.
Fundamental Service Advisor Steps
- Understanding your role as a service advisor
- Writing repair orders, the anatomy of repair orders, and essential RO components
- Different types of service maintenance items, their values, benefits, and how to sell them
- Working with technicians of all skill levels
- Introductory to factory warranty component coverage and their terms
- Dealing with factory warranty, extended warranty, and fleet maintenance
- Following factory warranty policies
- What are multi-point inspections, and how to review them with customers
Advanced Service Advisor Steps
- How to sell anything to different personality types
- Becoming an active listener
- Avoiding common service advisor pitfalls
- Dealing with anger and stress at work
- Discuss vehicle diagnostic’s, estimates, and repairs
- 3 sales closing techniques with sample scripts
- 2 bonus selling techniques with sample scripts
- A to Z service advisor life skills
- Service advisor word tracks
- Using KPI’s to measure your performance goals
Automotive Service Advisor Role
Your primary role as a service advisor is to serve as the liaison between your customer and the technician. For the most part, you’ll be listening to customer concerns, then recording them for technicians. Award-winning service advisor skills also include the ability to show empathy and solve problems. It’s essential to maintain an open relationship with customers that echo’s trust, comfort, and reliability. A service advisors average day includes:
- Greeting customers in a friendly fashion to grow relationships
- Listen and record customer concerns
- Estimate the cost and time required for repairs
- Recommend and explain essential repairs to customers
- Follow manufacturer warranty process and guidelines
- Help customers understand why vehicle maintenance is important
- Follow-up repair status with technicians
- Contact customers during and after repairs
The most important key to becoming a great service advisor is offering the white-glove service to each customer. Listen, show empathy, and keep in touch throughout the day with progress reports. Ensuring everything is up to your standards.
Course Material
Some course pages have downloadable spreadsheets; they are unprotected files and can be changed to suit your needs.
About The Lesson Quiz
Quizzes are based on the topic learned in each lesson. Students must complete the quiz at the end of the lesson before moving on to the next lesson.
Students will require a minimum grade of 60% to pass.
After finishing a quiz, students can select “View Questions” to see the answers, “Click Continue” to move on to the next lesson, or “Restart Quiz.”
Students can restart the quiz as many times as needed. However, when you restart a quiz, it will reset ALL the questions in the quiz. Students will have to answer every question over again. Questions will also appear in random order. The last grade score you earned on this quiz is the final grade for this lesson.
Certificate Of Completion
Students will require a minimum grade of 60% to pass; you will receive your Certificate of Completion immediately after completing the course.
Additional Notes:
KPI: The KPI benchmarks in this training guide are based on the North American market. However, KPI numbers will vary depending on the franchise, region, demographic, and retail establishment type, even within North America.
Please refer to the industry standards in your local area for more accurate monthly KPI numbers and update any formulas provided in these lessons to suit your region.
Workflow: This guide is not a complete service advisor’s task list. For service advisors, there’s no one-size-fits-all task list or workflow. These lists are to get you started in the right direction.
You may have additional tasks you need to complete each day, month, and year. Use this list to get you started, then build on it by creating your own workflow tracking system.