Welcome to the Automotive Service Industry

As a Service Advisor, your primary focus is customer service.

Customer service means to serve customers.  Service Advisors that really like serving customers are usually well rewarded and enjoy a higher level of personal success.

Success in the service lane demands focuses on details to provide a superior customer service experience to all your customers.  Your annual income is limited only by individual ambition and determination.

To be successful and sustain a rewarding career, you have to first understand what character traits are necessary to succeed. You have a willingness to continuously improve, refine your customer relations skills and your retail selling techniques.

On-going improvement is a journey, not a destination.  When you stop learning, you stop growing.

Your character traits are related to how you really feel inside (in your heart and head) when you are serving customers.

If you love to serve customers, you will have a passion to serve them with their best interests in mind.  You give your best effort.

If you like serving customers, you can learn how to love serving customers and can be successful because you genuinely want to help people. 

The service lane will test how you really feel about serving customers.  How you really feel about serving customers is related to how you treat your customers, not how your customers treat you.

What if a relative, friend, girlfriend or boyfriend, drove into the service lane needing service for their car, how would you treat them?  Would you do everything you could to help them the best you could?  Isn’t their best interest important to you? 

That’s the attitude you need to have every day with every customer you come in contact with.   

The character traits that make a difference are that you care about customers and you want to help them.  When you give great service, customers know and remember the experience.

As a Professional Service Advisor, you must sell yourself now so you can upsell later.  Don’t take what customers say or do in a personal way, especially when they are angry, irritated, or emotional.  Focus on what you need to do to help the customer and turn a not so good situation into a positive experience.

Find a way to show an attitude to customers that you care and you want to help, to serve your customers better.

Customers expect you to be their personal consultant.  Someone they trust to repair all their concerns and to advise them on how to properly maintain their vehicle to protect their investment.

This PSAA Basic Skills Training Manual is designed to help you prepare to turn service opportunities into retail sales revenue while motivating customers to return to you for future service because of the superior service experience you give them.

When you read this manual you will learn what customers want from you, how to understand their expectations, and how to better manage their expectations to promote loyalty and repeat business.

And remember, the biggest room in the world is room for improvement.  You can get better every day. 

As you continue to improve your customer relations skills and selling techniques, you will feel great pride growing on the inside and will realize you’ve finally made it.  That’s when you know you really do care about the best interest of your valued customers and you always give your best every day.

Lessons

Course 1 – Chapter 3 – Basic Skills Training Manual

Length: 10 minutesAuthor: Scott SargeantComplexity: Standard

Chapter 3: Introduction to Inspection Based Selling Processes Explanation of the Inspection Process & Related Results Pro Tips This content is reserved for our Pro Members. You can become a Pro Member by upgrading today! “Invest in your career for only $4.95 per month”. Become a PSAA Pro Member today! Username Password Remember Me   […]

Course 1 – Chapter 4 – Basic Skills Training Manual

Length: 10 minutesAuthor: Scott SargeantComplexity: Standard

Chapter 4: Accessing & Reviewing Vital Vehicle Information Recalls & Notifications Pro Tips This content is reserved for our Pro Members. You can become a Pro Member by upgrading today! “Invest in your career for only $4.95 per month”. Become a PSAA Pro Member today!

Course 1 – Chapter 5 – Basic Skills Training Manual

Length: 10 minutesAuthor: Scott SargeantComplexity: Standard

Chapter 5:  Proactive Vehicle Status & Verify Needed Services The “Under-Promise & Over-Deliver” Strategy Pro Tips This content is reserved for our Pro Members. You can become a Pro Member by upgrading today! “Invest in your career for only $4.95 per month”. Become a PSAA Pro Member today!

Course 1 – Chapter 6 – Basic Skills Training Manual

Length: 10 minutesAuthor: Scott SargeantComplexity: Standard

Chapter 6:  Handling Objections & Prioritizing Needs Overcoming Objections & Prioritizing Service Needs Pro Tips This content is reserved for our Pro Members. You can become a Pro Member by upgrading today! “Invest in your career for only $4.95 per month”. Become a PSAA Pro Member today!

Course 1 – Chapter 7 – Basic Skills Training Manual

Length: 10 minutesAuthor: Scott SargeantComplexity: Standard

Chapter 7:  Vehicle Delivery & Customer Follow-Up Explain Repair, Answer Questions & Set Next Appointment Pro Tips This content is reserved for our Pro Members. You can become a Pro Member by upgrading today! “Invest in your career for only $4.95 per month”. Become a PSAA Pro Member today!