We spend thousands of dollars driving traffic to the showroom to sell a car once every 3 to 5 years. Meanwhile, hundreds of customers drive right into your service lane every single day, wallet in hand.
Your Service Advisors are not just order takers. They are the frontline sales team for your dealership’s most profitable department. Yet, how much service advisor training do they actually receive?
The “Clerk” Mentality
Most advisors operate like clerks.
Customer: “I need an oil change.”
Advisor: “Okay, sign here.”
They are terrified of “selling” because they think it means being pushy. But a true professional understands that selling is serving. If a customer needs brakes, and you don’t effectively communicate the safety risk and value of doing it now, you have failed that customer.
Increasing RO Count and ELR
Effective Labor Rate (ELR) and Repair Order (RO) counts are directly tied to your advisor’s ability to communicate value.
If your advisors are simply handing over a Multi-Point Inspection sheet and hoping the customer buys, you are leaving money on the table. They need word tracks to explain why the transmission flush is necessary, not just how much it costs.
conversion is Key
Just like in sales, we need to track conversion. How many recommendations were made vs. how many were sold? If you aren’t tracking this, you aren’t managing it.
Don’t let your service drive be a “loss leader.” Turn it into a profit engine. Discover our Service Advisor Training solutions today.
