Automotive Service Advisor Essential Course (GS)
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LESSON 1: AUTOMOTIVE SERVICE ADVISOR COURSE
Automotive Service Advisor Introduction (GS) -
LESSON 2: CROSS-SELLING ADDITIONAL SERVICE MAINTENANCE ITEMSCross-Selling Additional Service Maintenance Items (GS)8 Topics|1 Quiz
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Engine Maintenance Explained (GS)
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Powertrain System Maintenance (GS)
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Brake System Maintenance (GS)
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Wheel & Tire Maintenance (GS)
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Other Vehicle Maintenance Services (GS)
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Vehicle Detailing Services (GS)
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Cross-Selling Additional Service Maintenance Checklist (GS)
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Educating Customers On Proper Vehicle Maintenance (GS)
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Engine Maintenance Explained (GS)
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LESSON 3: EVERYTHING YOU NEED TO KNOW ABOUT REPAIR ORDERSEverything You Need To Know About Repair Orders (GS)6 Topics|1 Quiz
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LESSON 4: BREAKING DOWN FACTORY WARRANTYIntroduction To Factory Warranty Policy & Procedures (GS)10 Topics|1 Quiz
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Vehicle Warranty Guide (GS)
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Factory Limited Warranty (GS)
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Base Warranty Coverage (GS)
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Powertrain Warranty Coverage (GS)
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Emission Control System Warranty (GS)
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Diesel Engine Warranty (GS)
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Hybrid Component Warranty (GS)
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Additional Warranty Coverage (GS)
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Roadside Assistance (GS)
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Writing Warranty Repair Orders (GS)
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Vehicle Warranty Guide (GS)
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LESSON 5: CUSTOMER SERVICE ESSENTIALS FOR ADVISORSCustomer Service Essentials For Advisors (GS)5 Topics|1 Quiz
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LESSON 6: HOW TO TACKLE CHALLENGES IN THE AUTOMOTIVE INDUSTRYHow To Tackle Challenges In The Automotive Industry (GS)4 Topics|1 Quiz
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LESSON 7: SERVICE ADVISOR CUSTOMER CONSULTATION PROCESSService Advisor Customer Consultation Steps (GS)9 Topics|1 Quiz
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Scheduling Service Appointments (GS)
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How To Handle & Schedule Vehicle Recalls (GS)
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Review Your Customers Prior Repair History (GS)
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Performing The Meet And Greet With Customers (GS)
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Recording Your Customers Complaint (Concerns) (GS)
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The Customer Walk-Around (GS)
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Where Will Your Customer Be During The Repair? (GS)
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Promising To Fulfill Your Customer Commitment (GS)
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Keep Your Customer Informed (GS)
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Scheduling Service Appointments (GS)
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LESSON 8: SERVICE ADVISOR SALES PROCESS & CLOSING TECHNIQUESService Advisor Sales Process & Closing Techniques (GS)9 Topics|1 Quiz
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Consultative Selling Technique (GS)
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How To Sell Service Maintenance Items (GS)
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Top 3 Service Advisor Closing Techniques (GS)
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2 Bonus Closing Techniques (GS)
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Discussing Diagnostic Fees (GS)
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Quoting Estimates & Over Estimating (GS)
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Wrapping Up The Initial Customer Consultation (GS)
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Multi-Point Inspection (MPI) Reports (GS)
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How To Overcome Customer Objections (GS)
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Consultative Selling Technique (GS)
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LESSON 9: SERVICE VEHICLE DELIVERY PROCESSService Vehicle Delivery Process (GS)2 Topics|1 Quiz
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Lesson 10: SERVICE KEY PERFORMANCE INDICATORS (KPI’S)Service Key Performance Indicators (KPI’s) (GS)2 Topics|1 Quiz
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LESSON 11: SERVICE ADVISOR WORKFLOW CHEAT SHEETService Advisor Workflow Cheat Sheet (GS)4 Topics
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LESSON 12: SCHEDULING APPOINTMENTS & CALL SCRIPTSScheduling Service Appointments & Call Scripts (GS)11 Topics
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Incoming Customer Call Greeting & Appointment Scheduling Script (GS)
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Regular Service Maintenance Appointment (GS)
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1 Week Service Appointment Reminder (GS)
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Next Day Service Appointment Reminder (GS)
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Missed Appointment Follow-Up (GS)
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Service Thank You and Survey—CSI (GS)
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First Oil Change And Welcome To The Dealership (GS)
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Special Ordered Parts (GS)
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Recall Notifications (GS)
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Lost Customer Campaign (GS)
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Service Decline (GS)
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Incoming Customer Call Greeting & Appointment Scheduling Script (GS)
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Recording Customer Complaints (GS)
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