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Service Advisor Role Play #6 [THA 245]


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Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA

Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA

Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients.

Listen to Rena’s previous episodes HERE.

Key Talking Points

Role Play 1: Need a Transmission

  • Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K”
  • Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare.

Redo

  • Ethan: Customer- He did research online and thinks its a transmission
  • Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle
  • Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop

Role Play 2: Check engine light is on

  • Chad: Customer- Asks about price, looked online at pricing for parts
  • Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair
  • Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity

Redo

  • Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up
  • Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer
  • Rena: Coach- Express empathy, don’t use acronyms, have great tone

Role Play 3: Tune-up

  • Ethan: Customer- Asks what parts will the shop be using? What different services?
  • Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want”
  • Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring

Redo

  • Ethan: Customer- Asks what a tune-up entails, asks costs
  • Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car
  • Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something

 

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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