What are the benefits of having a call center for a dealership?

A call center brings great value to your dealership. It allows your sales staff to do what they do best: sell, while the call center organizes and categorizes every lead and facilitates them evenly among your sales team.

What are the benefits of hiring a Pinnacle Call Center for your marketing campaign?

A Pinnacle Sales call center allows your current BDC team to concentrate on their day to day operations while our BDC handles the increased event call volume they are trained to handle.

What types of calls do agents in a dealership call center handle?

Call centers handle all incoming calls for a dealership, including sales and service. They can also handle all online leads and reply to emails, social media comments, and Google reviews.

How can a dealership improve customer service with a call center?

A call center ensures that all incoming calls are handled properly and funneled to the correct department to increase customer satisfaction.

Can you explain the differences between an in-house and outsourced dealership call center?

An in-house BDC is a call center that is housed within your dealership. An outsourced BDC is a call center run by another company taking calls for your dealership.

How do dealerships train their call center agents? What if I want to use a call center but have specific processes?

Dealerships can train their own call center agents, or they can have a professional come in and train them based on industry best practices.

Service Advisor Training

Elevate Customer Satisfaction, Drive Service Retention, and Increase Fixed Ops Revenue

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Reach out to our team. We are ready to help you with your dealership marketing needs!

Why Service Advisor Training Matters

Today’s automotive customers expect more than just repairs or maintenance; they demand speed, transparency, and an exceptional service experience every time they visit your dealership. Service Advisor training is key to meeting and exceeding these expectations. Well-trained Service Advisors are not just employees; they’re the bridge between your customers and your service department, directly influencing retention rates, Customer Satisfaction Index (CSI) scores, and overall service department profitability. With the right training, they can transform everyday interactions into revenue opportunities and long-term customer loyalty for your dealership.

Investing in automotive service advisor training isn’t just about improving individual performance; it’s about refining the customer experience and ensuring the long-term success of your dealership.

What Your Team Will Learn

Customer Experience Excellence

The customer experience begins the moment they step onto your lot or pick up the phone. Training focuses on perfecting the meet-and-greet process, helping Service Advisors build rapport instantly, and setting clear, professional expectations. By creating a trusting interaction from the outset, customers are more likely to stay loyal to your dealership.

Effective Communication Skills

Modern customers expect seamless communication through multiple channels. Service Advisors will learn to master inbound phone calls, digital communications like text messaging, and proactive updates such as appointment confirmations and vehicle status notifications. These communication skills are essential for building customer trust and cutting down on inefficiencies.

Maximizing Service Opportunities

Did you know that presenting service recommendations properly can significantly increase your Repair Order (RO) averages? Training for Service Advisors includes techniques for introducing maintenance menus, professionally recommending deferred work, and respectfully handling declined services.

Through service advisor training, your team will develop the confidence to turn every customer interaction into a potential revenue-driving opportunity.

RO and MPI Optimization

Training your Service Advisors to properly document customer concerns and capture critical information is the key to efficient repair orders (ROs). Additionally, learning how to execute value-driven vehicle walkarounds and multi-point inspections (MPI) can help set customer expectations while uncovering additional service opportunities.

Objection Handling and Service Selling

Your dealership’s reputation depends on high Customer Satisfaction Index (CSI) scores, and training ensures your team knows how to boost them. Service advisors will master strategies like pre-scheduling follow-up appointments during every visit and creating long-term loyalty by delivering an experience customers can’t get anywhere else.

CSI and Retention Strategies

Understand the keys to boosting survey scores, pre-scheduling next appointments, and creating long-term customer loyalty.

why choose pinnacle dealer solutions?

Customized training aligned to your brand, OEM, and Dealership Goals

We align our training program to your dealership’s unique strategies, manufacturer (OEM) requirements, and brand identity. Whether it’s customer retention or maximizing service revenue, your goals are at the core of our solutions.

Real-world coaching through role-play and live MPI Walkarounds

Our expert trainers take a hands-on coaching approach, using role-playing scenarios and live Multi-Point Inspections (MPI) to reinforce new techniques. Practice makes perfect, and our interactive training sessions ensure advisors are confident and prepared for real-world interactions.

Service Advisor Training

Service advisors are the frontline revenue drivers of your most profitable department, yet most dealerships fail to maximize their potential. Transform your service advisors into consultative sales professionals who drive customer satisfaction, retention, and exponential revenue growth.

Six Service Excellence Fundamentals

TARGET: 95%+ customer understanding rate

Customer Communication
Mastery

Master clear communication techniques, active listening skills, and technical translation abilities to ensure customers fully understand their vehicle’s needs and recommended services.

TARGET: 90%+ accurate initial assessments

Diagnostic & Inspection
Excellence

Develop systematic inspection processes, technical knowledge, and diagnostic reasoning to identify issues accurately and present comprehensive service recommendations with confidence.

TARGET: 75%+ service acceptance rate

Value Presentation &
Upselling

Build consultative selling skills to present service value propositions effectively, address customer concerns, and increase average repair order through strategic recommendations.

TARGET: 100% digital workflow adoption

Digital Process
Integration

Master service management systems, digital inspection tools, and customer communication platforms to streamline operations and enhance the customer experience.

TARGET: 85%+ on-time completion rate

Time Management &
Efficiency

Develop scheduling optimization skills, workflow management techniques, and customer expectation setting to maximize bay efficiency and minimize wait times.

TARGET: 80%+ return customer rate

Customer Retention & Loyalty Building

Create lasting customer relationships through exceptional service delivery, proactive maintenance scheduling, and personalized follow-up that drives lifetime value.