Service Advisor Training - Make Or Break Your Business

Wed, 03 Feb 2010 10:29:17 EST

We all know and understand that your service advisors can play a part in making or breaking a business. Therefore, it is important to offer on-going training. This group of people, when properly trained, can increase the income of your business. It is important that your advisors walk the extra mile to offer each customer a positive experience. This, of course, requires training.

In previous times the service advisors were not given the proper importance they need. The department was somewhat left on their own to do their job. No one realized their value or their importance. Now that we have a better understanding that they are the key to a business we also need to understand that they need training. Training will also assist in making this department operate in a positive way.

It is important for any manager to spend time with the service advisors as well as to observe their interaction with customers. You can observe many things during this interaction. For example, does each service advisor welcome the customer in a warm way? Do they look down or do they look directly into the customer's eyes. Do they smile? We must keep in mind that these people can contribute to a positive or negative manner in the overall revenue.

Taking a closer look, you need to observe if your service advisors roll their eyes, shrug their shoulders, or simply offer non-verbal communication. Do they offer a tired, worn-out expression? A yes answer to any of these questions indicates that your team needs training. They need to recognize and understand that.

Do your service advisors know and understand that basically we see three kinds of customers. You have the first kind - the customer is coming to your business for a specific reason for a specific purchase. They have put their trust in your business and they have decided to try your service.

The second group is the phone caller. They want specific information about a product or perhaps the price of a certain item. Does your service advisor know that if she/he can offer the customer what they want that there is an 80% chance the customer will come in and buy a product? Further, do they know that only twenty-five per cent of the callers will actually walk through your door? This is an opportunity for your service advisor training to offer what the customer wants to hear - so your business gets that 25% of the pie.

Finally, we have the third group of customers. These are customers your service advisor has contacted, by phone, for whatever reasons. It is important for your advisor to understand, during this call, that s/he can offer something that may cause the customer to come to your store.

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Service Advisor Training - Make Or Break Your Business