Service Advisor Training

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

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

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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?

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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.

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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.