Service Advisor Skills & Training

Service Advisor Skills

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”This is the only sales class I’ve been to in that last 20 years that had me feeling good and excited to get back to work when I left it.”
-Brian at T&A Performance

Is Your Service Advisor Really Effective?


Does your Service Advisor:

  • Properly answer the phone?
  • Know how to handle price shoppers?
  • Ask for appointments when the phone rings?
  • Sell needed services?

Do YOU have time to train them?

RLO Training coaches and trains shops to run smoothly and profitably. Service Advisor Skills is a 12 hour course, offered online over the course of 6 weeks.

Through Service Advisor Skills, your Service Advisors will:

  • Polish listening and customer-handling skills and techniques
  • Better solve customer complaints
  • Boost telephone selling
  • Improve customer write-up and follow-through
  • Write more profitable repair orders
  • Sell diagnostic labor profitably

A Great Service Advisor Is:

  • Able to empathize with the customer
  • Able to help the customers select the right choice for their car, even while empathizing with them
  • Able to be a team leader/coach
  • Able to set the pace in the shop as well as the mood
  • Able to understand how to handle technicians well
  • Able to handle problems quickly
  • Trustworthy
  • Organized
  • A people person with a likable personality
  • A person with solid beliefs in what he or she does
  • Able to multi-task
  • One who makes a good first impression
  • One who smiles!
  • A person with a nice, clean appearance
  • One who believes in preventative maintenance
  • One who genuinely cares about making customers happy
  • One who follows up on items, and does not procrastinate
  • One who has a good knowledge of cars
  • One who maintains their own car very well, keeping it clean and neat inside and out


The Service Advisor Skills workshop guides attendees through the key components of the Service Advisor role so they can return to their shop better equipped to grow the business. We teach Service Advisors such skills as how to overcome objections, pricing issues, and customer complaints. These can sometimes be stumbling blocks, but RLO Training will show you how to turn them into opportunities.

This course is worth 24 AMI credits, and is also offered as an in-person 2-day workshop.

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