Service Advisor Training –
Road to a Sale
Telephone Sales Techniques
• Appointment Process
• Communication Skills
• Scheduling Appointments
• Phone Scripts
– Avoid Quoting Price
– Never Diagnose
– Emergency Situations
• Is it Covered Under Warranty?
• Staying in Contact with Your Customers
• Selling Maintenance on the Phone

The 12 Step Service Drive Process
• Implement Triage Process
• 10 Mistakes Every Advisor Must Avoid
• Success Formula
• Goal Setting
• The Stages of Change
• Service Advisor vs. Service Writer
• Prepare for Success “Daily Checklist”
• Active Delivery
• Advisor Write-up Scripts
Advisor Sales Scripts
• Menu Presentation
• Putting the Customer at Ease
• Offer Choices
• Performing a Walk Around
with Every Repair Order
• Estimate Sheet Completion
• Selling from the MPI
• Maximizing Technician
Productivity