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service advisor tips

Here’s one of our handy Service Advisor tips. Are your service advisors asking the right questions up front? This is mission critical to avoid having to call customers back when your Technician finds something unexpected with a vehicle and has questions of their own. Don’t risk painting your staff as incompetent. That’s a recipe for wasting time and money.  Ask the right questions up front!

Service Advisor Tips to help your front counter staff.Service Advisor Tips – Call Recap

Brian opens up the clip by presenting Step G in the Getting Acquainted / In Person Counter Contact form. This is probably the most important step in the process. All the Service Advisor Tips and voice tricks mean nothing if you are not listening, asking questions, and verifying the customer’s vehicle problem. Remember, at the end of the day, our customers have problems, and it’s our job to solve them.

We must gather as much information as possible from the customer. Brian confirmed this to be true with our guest Nick, who is an A Tech. When a Service Advisor doesn’t gather enough information and pass it all on to the Technicians, we’ve got big trouble.

Repeating the customer’s problems back to them builds their confidence in us, as well as helping us avoid missing an issue later. Nick verified that he has had many questions for Service Advisors immediately after receiving work orders. For example, he may not know how long a car’s transmission has been slipping. This question should have come up when the Service Advisor initially talked with the customer.

Learn More – Get Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out, and you need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

In this clip from our Clear Counter Communications Series, Brian shares some sales icebreakers. What is the best part? Your auto repair shop Service Writer can use them to increase sales today! Service Advisors can make more sales when they employ these conversational icebreakers.

Sales icebreakers helped the service advisor get to know this customer.Sales Icebreakers Your Staff Need To Know!

Brian opens up the clip by sharing a sample Vehicle Forecast form from our documents library. This valuable phone script contains some great sales icebreakers that will start the conversation. Getting to know the customer and their vehicle is not as daunting as it may seem at first. See the ice breaker examples below and put them into practice.

Sample List of Sales Icebreakers

  1. How long have you owned your car or truck?
  2. Did you purchase your vehicle brand new or used?
  3. How long do you plan on keeping the vehicle?
  4. Do you have a particular mileage goal?
  5. Is regular vehicle maintenance important to you?
  6. Conversely, do you only get repairs done when absolutely necessary?
  7. Any additional thoughts you’d like to share?

These sales icebreakers make great conduits to earning the customer’s trust. For instance, they may answer Question #3, “until the wheels fall off”, “200,000 miles”, or “six more months until the lease is up”. This is a big help in letting the Service Advisor know how to care for that customer’s vehicle needs. Put these answers in your notes, and update them anytime the client comes in for service. Then watch their trust grow as they become regular, valued customers.

Learn More – Get Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out, so you need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!