Service Advisor Selling Skills and Customer Communication

This course is a game-changer for your service operations. 

A must-attend for Service Advisors, Service Managers and Appointment Coordinators.

Give your team the structure to elevate every area of the customer experience while boosting departmental operating profit and top-level CSI.

Our service department services solve only 5 basic customer needs and everybody wants them! Take control of our schedule and stop lighting your own hair on fire. Conceptual selling to fill more needs and increase labour and parts sales!

Program Structure (1) Online Live: Live Instructor-led interactive training Zoom Video conference

• 2 – 3 hour blocks of training mornings or afternoons.
• Learn and earn! Training in the morning and apply your new skills in the afternoon!

Program Structure (2) Live In-Dealership: Classroom

o   8 hours

o   Includes all Service Management, Service Advisors, Service Reception, Appointment Coord. and Tower Supervisor.

Methods: Interactive Instruction, Trainer-led Group Discussion, Practical Skills Exercises.

Training Content – Service Advisor Program (2 x 1 day sessions)

1. Role of the Service Advisor in the service process. Structure in selling.
2. Eliminating misconceptions.  Good Service is Good Sales
3. Understanding customer fears/expectations.
4. Interview technique / Listening skills / Write-up skills. 
5. Consultative sales process.
6. Decision-making in advance. Avoiding the 1 line R/O.
7. Maximizing efficiency and productivity – better customer interactions
8. Communication while work is in progress
9. Identifying sales opportunities / Creating options / Presenting solutions.
10. Cross-selling techniques.
11. Building value/work order review skills.
12. Telephone skills.  Turning inquiries into appointments.
13. Managing workflow through better appointment procedures
14. Tracking performance.
15. Follow-up strategies.

Projected Outcomes:

1. Develop the sales skills of service advisors
2. Increase personal leadership in the service consultation
3. Increase hours and dollars per customer R.O.
4. Increase the sales of parts and accessories
5. Improve control of scheduling to maximize efficiency
6. Greater customer retention

What did you like most about the program?

• Great course!
• Liked all about it
• I like that we are all involved and able to give feedback and input on what we need help with
  
• Very useful and looking forward to the next.
  
• Two way communication was excellent 
• Improving my sales skills and bring me to another level
• The way it motivates and change my objection handling
• Role Play sessions
• The way it motivates and improves
• How to present our service products to the customer
• I was nervous to suggest our major services but not any more!

What would a strong testimonial from you say?

• Helpful to me
• Great course / great instructors
• I wish I had this knowledge years ago!
• Take the course and apply it!