As the main point of contact with the customer, auto service advisors play an important role in the service team, explaining service recommendations and estimates to customers, and convincing them to pay for repairs to keep their car running safely and smoothly.
However, it can be a difficult job. Many customers are reluctant to shell out for costly repairs and will often shop around for estimates. The challenge for an auto service advisor is to convince the customer that their car is in the best possible hands. Automotive service advisor training will help you provide good, knowledgeable recommendations to ensure repeat business. There are also a few key skills you can work on to help maximize your client base once you begin your career.
If you’re thinking of pursuing an auto service advisor career, read on to find out some industry-specific techniques that can improve your chances of success.
1. Integrity: Your Key to a Successful Automotive Service Advisor Career
Customers tend to be wary of being talked into expensive, unnecessary repairs when getting their car serviced. A service advisor who comes across as too eager to add to a customer’s estimate when making recommendations will naturally come across as untrustworthy.
If you’re giving service advice to a customer, honesty is the best policy. Let them know whether repairs are essential or just recommendations that the vehicle could get by without. Take the time to fully understand the technician’s recommendations and why they are needed. Once you’re fully convinced of the benefits of the service yourself, you’ll sound more convincing to the customer. And if you can build a reputation among customers for integrity, you’ll quickly see the benefits in your automotive service advisor career.
2. Avoid ‘Shop Talk’ with Clients When You Become an Automotive Service Advisor
Most auto industry professionals were amateur auto enthusiasts before they received their training, and were probably eager to talk autos with the service advisor whenever they brought their own cars into the shop. However, once you become an automotive service advisor, it’s important to remember that not everyone has the same knowledge that you do, therefore, it’s important put your recommendations in terms your customers will be able to understand.
A good service advisor learns to read a customer, and adapt their language to communicate effectively. You need to sound knowledgeable without being patronizing, and communicate simply while still explaining your recommendations in detail. A customer who understands why repairs are necessary to a car is more likely to agree to them, and will probably be more inclined to give you their business in the future.
3. Don’t Over-Itemize Your Automotive Service Recommendations
If you’re giving a customer a particularly expensive estimate, you might be tempted to itemize the repairs in order to explain to them exactly what they’re paying for. However, this is not always a wise move. While some will ask for an itemized bill, and you should have one prepared, being bombarded with figures as they watch their price creep upwards can be off-putting.
A better technique is to simply explain the benefits of each of your repair recommendations, then give a total price. Also, keep your service checklist with you while discussing the sale, and be sure to refer to it during the discussion. If a customer can see that the car is in a good condition apart from a few problems, they are more likely to see the repairs as a good investment.