Service Advisor

Gain the skills to provide exceptional customer service, increase repair orders, and build lasting relationships as a service advisor.

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Course curriculum

1. Introduction
2. Customers' Point of View
3. The Lion's Den
1. Reasons Why Customers Don't Use Our Service Departments
2. Reason #1: Too Expensive
3. Reason #2: Not Competitive
4. Reason #3: Aggressive Upsell
5. Reason #4: Not Fixed Right the First Time
6. Reason #5: Poor Diagnosis
7. Reason #6: Could Not Locate the Problem
8. Reason #7: Takes Too Long for Repair
9. Reason #8: Poor Appointment System
10. Reason #9: Unable to Provide Accurate Time Estimate
11. Reason #10: Parts Not Available
12. Reason #11: Rude / Unprofessional Treatment
13. Reason #12: No True Concern for the Customer
1. Doubles Every 5 Years
2. Doubles With Our Customers
3. Number of Secondary Repair Facilities
4. Secondary Repair Facility Revenue
5. Conclusion
1. What is a Secondary Repair Facility
2. Perception of Cost
3. Perception That We Sell Repairs Not Needed
4. Dealership Upsell Averages vs Secondary Repair Facility Upsell Averages
1. Perception of Repairs at Dealership
2. Perception #1: Labor Prices Are Too High
3. Perception #2: Parts Prices Are Too High
4. Perception #3: Inconvenient Location
5. Perception #4: Inconvenient Hours
6. Perception #5: Warranty Expired
1. How to Change Customer Perceptions
2. Change #1: Invest More Time Understanding Our Customers
3. Change #2: Make Adjustments in Our Sales Process
4. Change #3: Make Adjustments in Our Repair Process
5. Change #4: Study Our Competition
1. Service Writer - Reactive
2. Service Writer - Order Taker
3. Service Writer - Clerk
4. Service Writer - High % of 1 Time RO's
5. Service Writer - Proactive
6. Service Writer - Investigative
1. Facts About Service Writer
2. Diagnose Over the Phone
3. Quote Prices Over the Phone
4. Quote Prices Without Knowing the Problem
5. No Request for Appointment
6. You Want to Be a Service Advisor
1. Role of a Service Advisor
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2. Role #1: Consult with Customer
3. Role #2: Schedule Service Work
4. Role #3: Communicate Additional Work Needed
5. Role #4: Up-Sell Products and Services
6. Role #5: Communicate with Technicians
7. Role #6: Administrative
8. Role #7: Customer Service
1. What the Customer Wants in Their Service Experience
2. Want #1: Repair Fixed Right the First Time
3. Want #2: To Understand the Work Being Done
4. Want #3: To Always be Kept Informed
5. Want #4: A Reasonable Price
6. Want #5: To Deal with Someone They Trust
1. What is the Attribution Theory
2. Mechanical & Emotional Problems
3. The Definition of the Attribution Theory as a Verb
4. The Definition of the Attribution Theory as a Noun
5. The Two Types of Attribution Theories
6. Attribution Theory - Excuses
7. Attribution Theory - Perceptions
8. Attribution Theory Summary
1. 8 Rules to a Great First Impression
2. Rule #1: Be Yourself
3. Rule #2: Present Yourself Appropriately
4. Rule #3: Smile
5. Rule #4: Be Confident
6. Rule #5: Be Positive
7. Rule #6: Be Courteous
8. Rule #7: Make Eye Contact
9. Rule #8: Firm Handshake
1. Paid Labor
2. Diagnose Over the Phone
3. Prices Quoted - Understanding the Problem
4. Prices Quoted - Higher than Secondary Facility
5. Appointment
1. How to Get More Appointments
2. #1: Inspiring Phone Presence
3. #2: Avoid Giving Prices
4. #3: Always Ask Lots of Questions
5. #4: Provide Multiple Options
1. What Makes Customers Mad When Calling the Service Department
2. #1: No One Answers
3. #2: Automated Services
4. #3: Cut Off During Transfer
5. #4: Being Put on Hold
6. #5: Secondary Conversations
1. Phone Scripts
2. How to Avoid Price #1
3. How to Avoid Price #2
4. How to Avoid a Phone Diagnosis
1. Should You Quote an Hourly Rate
2. Customers' Earning Rate
3. Magnifying the Cost of the Repair
4. Customer Configured Effectively Hourly Rate
1. Preparation for Customer Appointment
2. Preparation #1: Recalls
3. Preparation #2: Warranty Expiration
4. Preparation #3: Service History
5. Preparation #3: Past Recommendation
1. Imminent Danger
2. Hazardous Danger
3. Inevitable Malfunction
4. Potential Malfunction
5. Non-Essential Malfunction
1. Meet & Greet Steps
2. Step #1: Introduce Yourself
3. Step #2: Get their Name
4. Step #3: Request Reason for Visit
5. Meet & Greet Verbiage
1. The 7 Meet & Greet No-No's
2. #1: Eating
3. #2: Drinking
4. #3: Smoking
5. #4: Chewing Gum
6. #5: Chewing Tobacco
7. #6: Profanity
8. #7: Rushing the Customer
1. Balance of Consequences - You Decide
2. Positives of a Service Walk
3. Negatives of a Service Walk
4. Positives to NO Service Walk
5. Negatives to NO Service Walk
6. Which is the Correct Answer?
1. The Benefits of Asking Diagnostic Questions
2. Question #1: Explain in Detail
3. Question #2: How Long
4. Question #3: When did it Happen Last
5. Question #4: Is it Consistent
6. Question #5: Affected by Other Conditions
7. Question #6: What Speeds
8. Question #7: Any Thoughts
9. Benefit of Asking for their Opinion
1. The 5 Words You Should Never State
2. Word #1: No
3. Word #2: Can't
4. Word #3: Think
5. Word #4: Honestly
6. Word #5: Try
1. Introduction to Dialogue
2. The Benefits of Dialogue
3. The 4 Common Traits About People
4. Trait #1: They Love to Talk
5. Trait #2: They Love to Talk About Themselves
6. Trait #3: They Love to Be Acknowledged
7. Trait #4: They Love Compliments
8. Verbiage that Creates Dialogue
1. Legal Document
2. Decline of Service
3. Warranty Claim Payments
4. The 4 C's to a Good Repair Order
5. C #1: Complaint
6. C #2: Cause
7. C #3: Correction
8. C #4: Certified
9. No Charge Items on the RO
10. Customer States
11. Always Get 2 Phone Numbers
1. Word Track & Benefits - Oil Change
2. Word Track & Benefits - Tire Rotation & Balance
3. Word Track & Benefits - Wheel Alignment
4. Word Track & Benefits - Brake Inspection
5. Word Track & Benefits - Cooling Inspection
6. Word Track & Benefits - Transmission Service
7. Package Selling Concept
1. The 3 Upsell Rules
2. Time Expected for Completion
3. Waiters
4. When Do You Need It Done
5. What Causes a Customer to Not Agree to Additional Work
6. Cause #1: Disbelief
7. Cause #2: Do Not See the Need
8. Cause #3: Do Not Understand the Urgency
9. Cause #4: Cost
10. Cause #5: Time to Complete
11. Understandable Terms
12. How to Overcome Customer Fears
13. Validation for a Waiter
14. Who Best Validates Repair with Waiter
15. Why the Technician
16. Best Way to Validate Non-Waiter
17. Who Should Make the Video
18. Best Way to Deliver Video
19. Sample Video #1
20. Sample Video #2
21. Sample Video #3
22. The Customer Lounge
1. How to Make an Expensive Repair Look Like a Fair Price
2. #1: Introduce a More Expensive Repair
3. #2: Compare it to Another Item
4. #3: Increase the Perception of the Value
5. #4: Remove the $ Sign
6. #5: Make the Number Smaller
7. #6: Create Visual Perceptions
8. #7: Take Away
1. Something for Nothing
2. Sticky Note
3. Benefits
4. Who Should Place the Sticky Note
1. The Definition of Empathy
2. Why Empathy is so Important
3. When to Show Empathy
4. How to Show Empathy
5. Listen Intently
6. Proper Eye Contact
7. Validate Their Concerns
8. Offer Support
9. Engage in a Partnership
10. Always Show Respect
11. Be Understanding
12. Benefits of Empathy
1. The Importance of Being an Active Listener
2. Pay Attention
3. Show That You Are Listening
4. Provide Feedback
5. Respond Appropriately
6. The 4 Nevers
7. How These Behaviors Release a Customer's Defensive Posture
1. The Definition of Customer Support
2. Rule #1: Always Answer the Phone
3. Rule #2: Don't Make Promises
4. Rule #3: Deal With Complaints
5. Rule #4: Be Helpful
6. Rule #5: Be Kind, Courteous & Helpful
7. Rule #6: Go the Extra Mile
8. Rule #7: Throw in Something Extra
1. The Definition of Customer Service
2. The 9 Customer Service Skills
3. Customer Service Skill #1: Patience
4. Customer Service Skill #2: Attentiveness
5. Customer Service Skill #3: Clear Communication Skills
6. Customer Service Skill #4: Knowledge of Product & Service
7. Customer Service Skill #5: Acting Skills
8. Customer Service Skill #6: Ability to Read Customers
9. Customer Service Skill #7: A Calming Presence
10. Customer Service Skill #8: Persuasive Skills
11. Customer Service Skill #9: Willingness to Learn
12. The 10-2-4 Rule
13. The Benefit of the 10-2-4 Rule to the Customer
14. The Benefit of the 10-2-4 Rule to the Service Advisor
1. What Women Influence
2. Women Have Higher Expectations
3. Women Are More Emotional
4. Women Deal with Logic
5. The 6 Do's when Dealing with Women
6. Do #1: Look Your Best
7. Do #2: Clean Environment
8. Do #3: Shake Hand Firmly
9. Do #4: Make Eye Contact
10. Do #5: Smile
11. Do #6: Pay Attention
1. How to Deal With Angry Customers
2. #1: Kill Them With Kindness
3. #2: Resist the Urge to Fight Back
4. #3: Always be Respectful
5. #4: Listen For the Real Problem
6. #5: Speak Slowly
7. #6: Apologize Genuinely
8. #7: Don't Take It Personally
9. #8: Let It Go
10. 4 Things to Never Do When Dealing with Angry Customers
11. #1: Get Drawn Into a Conflict
12. #2: Raise Your Voice
13. #3: Try to Match Them
14. #4: Get Physical

About this course

$79.00 / month
273 lessons

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Service Advisor

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Reasons Why Customers Do Not Use Our Service Department

Chapter 3 - The Secondary Repair Facilities

Chapter 4 - Dealership Service Center versus Secondary Repair

Chapter 5 - Perception of Repairs at Dealership

Chapter 6 - How to Change Customer Perceptions

Chapter 7 - Service Writer versus Service Advisor

Chapter 8 - Facts about Service Writer

Chapter 9 - Role of a Service Advisor

Chapter 10 - What the Customer Wants in their Service Experience

Chapter 11 - The Attribution Theory

Chapter 12 - 8 Rules to a Great First Impression

Chapter 13 - Inbound Phone Call Facts

Chapter 14 - How to Get More Appointments

Chapter 15 - What Makes Customers Mad When Calling the Service Department

Chapter 16 - Phone Scripts

Chapter 17 - Hourly Rates

Chapter 18 - Preparation for Customer Appointment

Chapter 19 - The 5 Repair Categories

Chapter 20 - The Meet & Greet

Chapter 21 - The 7 Meet & Greet No-No’s

Chapter 22 - The Pros/Cons of a Service Lane Walk

Chapter 23 - Diagnostic Questions

Chapter 24 - The 5 Words You Should Never State

Chapter 25 - Creating Dialogue

Chapter 26 - The Repair Order

Chapter 27 - Selling Maintenance

Chapter 28 - Service Upsell

Chapter 29 - How to Make an Expensive Repair Look Like a Fair Price

Chapter 30 - Something for Nothing

Chapter 31 - Empathy

Chapter 32 - Active Listener

Chapter 33 - Customer Support

Chapter 34 - Customer Service

Chapter 35 - Dealing with Female Customers

Chapter 36 - Angry Customers

About this course

Discover your potential, starting today