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Service Advisor Training - Level One

Upcoming
June 4th & 5th, 2024 8:00 am - 4:00 pm
Location - TownePlace Suites by Marriott - 1195 Upper James St, in Hamilton
Materials and lunch are included
This training is for new or seasoned front counter staff

Cost of Training: $1,095 / Student

This 2-day level 1 training course for repair service advisors is designed to equip new and seasoned front counter advisors with the knowledge and skills needed to excel in their role. By covering a wide range of topics, from the changing automotive industry and customer service to tire knowledge, vehicle inspections, maintenance, and the consultation process, this training will provide attendees with a comprehensive understanding of their responsibilities and how to perform their job effectively. Through practical exercises, including role-playing and handling client objections, attendees will have the opportunity to apply what they've learned and sharpen their skills. Whether you're new to the role or looking to improve your performance, this training will help you become a better and more confident service advisor, and ultimately contribute to the success of your shop.

Specific Training Topics include:

1

Introduction to our new and changing industry, including the impact of electric vehicles (EVs) on the legacy OEM auto manufacturers and the changes coming from EVs produced in China.

2

The moral responsibility of service advisors to their auto repair/maintenance customers, including the services they should recommend, understanding customer spending and its role in customer loyalty, and how much money can be saved by keeping a vehicle rather than replacing it.

3

Understanding tires, including winter tire usage in Canada, tire 101, when to replace tires, and a 5-step process for selling tires. The course also includes role-playing exercises for practicing selling tires.

4

The courtesy 360 vehicle inspection, including why it is difficult to implement in a shop, what a great inspection looks like, the digital vehicle inspection, and how to make a digital inspection memorable. It also covers how a larger repair order can change the auto shop for the better.

5

The service process at the front counter, including the initial contact, getting ready for the client's arrival, the client's arrival, the technician process, the consultation with the client, and the vehicle delivery.

6

Understanding how to charge for repair diagnostics, including level 1, level 2, and level 3.

7

Understanding and selling vehicle maintenance, including factory maintenance schedules, in-house maintenance schedules, how much the client saves by doing maintenance, and alignment.

8

Understanding personality types and how to sell auto service to different types of personalities, as well as understanding communication.

9

The steps in the consultation process for selling auto repairs, including the greeting, building rapport, understanding the need, explaining the benefits, and asking for the sale.

10

Practicing the consultation process through role-playing exercises, and handling client objections.

Overall, this training course will provide service advisors with the tools they need to better understand and navigate the changing automotive industry, as well as improve their ability to serve and retain customers, increase sales and revenue, and improve the overall performance of their shop.

Meet your coach

Alan Beech has worked in the automotive industry for over 45 years and has been a successful shop owner for 22 years. He is an industry expert, experienced entrepreneur, and is currently the proud owner of Beech Consulting.

Since starting Beech Consulting, he has trained OE dealerships, countless large corporate groups, and hundreds of independent shops. He has also facilitated countless performance groups for independent shop owners.

It has been Alan’s primary focus and passion for the past decade, and he’s dedicated to helping shop owners and their staff achieve the success that they have only dreamed of.

Alan’s advice for coaching: take yourself on! Capitalize on opportunities to engage in learning that will invigorate your business and enhance the quality of your life.