Jump to content

Service Advisor Role Play #5 [THA 213]

Recommended Posts


Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is an Owner / Service Advisor Coach / Shop Consultant with ShopVision and currently still holds his ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching full time at a small independent shop in 1995 and over the course of the next two and a half decades he has managed & teched at Midas, a Chevrolet/Cadillac dealership and a handful of independent repair facilities in Washington & S.E. Idaho.

During his journey he has never stopped learning and has been blessed to work for and with those who value education, training and coaching. He has been through various facets of automotive training including GM, ATI & RLO and even took it upon himself to attend Northwest University for 2 years to complete his Ministry Leadership degree to become a licensed Pastor all while successfully & profitably running a shop full time…(talk about being stretched!!!). Needless to say, his fire is lit !!!

In everything he does, Clint is focused on people and focused on excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service possible – every phone call, every visit, every repair, every time !

Dan McWilliams started his journey in the Automotive Service Industry on October 1998 when starting his education at Automotive Training Center in Exton, Pa during which he developed his passion for Automotive Service Excellence. Started working in the field as a technician January 1999. Graduated in May 2000 from Automotive Training Center with a degree in Specialized Automotive Service Technology. Has always strived for excellence and providing the best service by constantly attending training. After 17 years as an Automotive Technician during which becoming the lead technician He expanded his career into the Service Manager position in 2016. Dan has continued his passion to offer the best Automotive Service and is continuously training to learn to offer the best Client experiences for Automotive Repair with the goal of Owning and Managing his own Automotive Repair shop.

Benjamin R. Lesueur is the General Manager of Oxford Automotive. Ben is a young, driven individual who is motivated to learn and overcome obstacles unlike most of his peers. He has a vision for business growth and employee development to succeed in unison with his team and applies unconventional solutions to create remarkable results. Ben started his journey pushing a broom for the shop owner at Oxford Automotive back in 2018 when he graduated high school and has taken on every opportunity to grow the operation. James Church, the owner of Oxford, and Ben have taken a team-like mentality to both grow personally and professionally. Ben was promoted from pushing a broom to Service Manager within 2 years of service at Oxford and became the company's first General Manager then a year later. This team's success has allowed them to venture onto a second location and expand their operations beyond expectation. Through proper delegation, accepting feedback, and creating a very positive family like atmosphere Ben and his team have been able to create a winning operation for all members involved.

Scenario #1 (contains 2 parts)

SA: Clint, Customer: Dan, Observer: Ben

The goal of this 2-part role-play is to demonstrate the importance of  closing the expectation gap on the inbound (appointment setting) call and how vital it is to make the sale by building anticipation in the results of the DVI)

(Focus – Making the Sale)

PT-1: A first-time customer calls in to the shop to schedule a drop-off appointment on their 2012 Toyota Camry (4cyl / 118k miles) for a state-mandated safety inspection & emissions test.

PT-2: The SA calls the customer to discuss the results of the DVI as well as the findings on the state-mandated safety inspection and emissions test.       

Scenario #2

The goal of this roll-play is to demonstrate the effectiveness of the SA in how they calm the customer and build value in their services while retaining the sale

SA: Ben,  Customer: Clint,  Observer: Dan

(Focus – Saving the Sale)

A repeat customer with a 2014 Chevy Cruze (4cyl / 86k miles) has already authorized the replacement of the coolant outlet housing, the thermostat assembly, and a cooling system exchange for $650 and the work is already in progress. However, after calling a cheaper shop down the road to compare prices, they have called to stop repairs and come pick up their vehicle.

 Scenario #3

The goal of this roll-play is to demonstrate the effectiveness of the SA in scheduling deferred services at the cash-out

SA: Dan,  Customer: Ben,  Observer: Clint

(Focus – Setting up a Future Sale)

A new customer with a 2015 Chevy Silverado 1500 (5.3L, 4WD, 121K miles) is at the counter picking up and cashing out after having had an oil change, tire rotation, and air filter replacement. They were previously presented with a DVI and they elected to decline the following repairs. Front Brakes (less than 1mm & rotors deeply scored). 


Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 


This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com


This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Click to go to the Podcast on Remarkable Results Radio

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
  • Similar Topics

    • By Ruben Van Zenden
      Today, we simply cannot ignore social media, everyone is using it whether you are a fan or not. Personally, I think it has its negative and positive sides. 
      I have been looking at 100+ car repair shops and noticed that only a hand full are using social media marketing, for example, Facebook advertising. 
      Why are so few car repair shops making use of this, in my opinion, great opportunity to increase car count? 
    • By ASOG Podcast
      Opening a Shop? Don't Make This Critical Mistake!
    • By carmcapriotto
      During Today's episode #104 The crew from SMP and I Talk About:
      What is a Chicken Flicker? Behind-the-scenes dirt on Kim & Brian from SMP What's the best part of your work day? What's the difference between a successful client and one that isn't? What would your advice be for a shop starting out that isn't able to hire someone like SMP? How cute is Dutton? Favorite Cartoon Character? What did you want to be when you grew up? What book are you reading now, if any?  
      This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
      30% increase in revenue by improving transparency and trust 50% reduction in time spent researching and ordering parts 10% increase in profit margins through robust reporting  
      Click here to learn more about AutoLeap and schedule a demo: http://bit.ly/3GRgO88
      Don't forget to rate and review us!
      Connect with Chris:
      [email protected]
      Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
      Youtube: https://bit.ly/3ClX0ae
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Recorded Live at Vision 2023, Al Wright and Travis Troy discuss the benefits of joining MWACA's S.O.S. (Shop Owner's Support) Group. When we can support and learn from other shop owners, we continue Advancing the Aftermarket and raising the bar for the industry. Travis also gives us an overview of Vision's newest class for general service technicians.
      Al Wright, John’s Automotive, Cedar Rapids, IA. Al’s previous episodes HERE
      Travis Troy, Honest Wrenches, Akeny and Des Moines, IA. Listen to Travis’ other episodes HERE
      Show Notes
      Travis Troy- 21 team members attending Vision 2023 MWACA SOS Shop Owner’s Support- What is an S.O.S. Group? Think of it as your advisory board. Our S.O.S. Groups consist of no more than 10 shops that meet on a monthly basis. Meetings are similar to “twenty groups” without the intense financial focus or expensive monthly commitment. Groups meet monthly at a participating shop to discuss relevant issues, set and review goals, and evaluate the hosting shop.    Be vulnerable, and be transparent, not as a business owner but as a friend. We are not each other’s competition.  Learning from others, raising the bar for the Automotive industry  FTI- failure to implement, the number one failure for shop owners. Debrief after the SOS meeting with a list of items to work on and change.  Elevate before you grow. GSTA General Service Technician Academy - 2-day course. This program benefits the technician and the shop with increased efficiency, knowledge, and safety, as well as cost-savings by helping prevent beginning mistakes. Certifications will come from Tire Industry Association (TIA), Automotive Lift Institute (ALI), and Mobile Air Conditioning Society (MACS).  GTSA will cover- Tire Safety – hands-on mounting and dismounting, repair procedures and balancing, Tire pressure monitoring basics, Lift safety – Including Information access for proper lift placement, OSHA and shop safety training, Alignment basics, Intro to Air Conditioning, Electricity Fundamentals, Introduction to Digital Vehicle Inspections - a systematic approach to test drives, inspections, photos and videos and the benefits to the tech and to the shop of performing the DVI. Surviving a Health Scare [THA 316]
      Thanks to our Partners, AAPEX and NAPA TRACS. Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Connect with the Podcast: -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections      
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      What is a Master Technician? Value of ASE Practical Testing? Charging to support a Master Technician  
      Thanks to our Parnter, NAPA AUTOTECH napaautotech.com
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Click to go to the Podcast on Remarkable Results Radio

  • By nptrb, in Automotive Industry,

    By nptrb, in Automotive Industry,

    By nptrb, in Automotive Industry,

  • Our Sponsors

  • Create New...