"Automotive Service Advisor Consultants"

Course Topic: Course Overview

This course is primarily designed to lead to a Customer Service Advising positions within an Automotive Dealership. However, these skills can also lead to employment in Customer Service Advisor positions within RV service centers, independent mechanical shops, tire stores and automotive quick service centers and any industry that deals with the public.

Duration: 69 hours

Cost: $1,715.30 (course material included)

Course Outline:

This Course contains studies in the following areas:

• The role of a Service Advisor & Dealership Operations
• Warranty, Repair Orders
• Effective Communications, Telephone Skills and Attitude
• Customer Greetings and Reception, the importance of a First Impressions.
• CSI - Thy importance of CSI, how to create and maintain high CSI Scores.
• Appointment procedures, Shop Time/Vehicle Write Up.
• Maintenance Services.
• Selling Procedures.

Included in the course are the following studies:

• The Customer
• Effective Communications
• Positive Mental Attitude
• Telephone Skills
• Irate Customers
• Service Advising
• Resume Building and Job Search

Competency to be achieved:

Upon successful completion of this course the student will be:

• Knowledgeable in overall Customer Service and Dealership operations.
• Write and categorize service Repair Orders as well as knowledge of warranty.
• Be effective in approaching the customer in sales and up sales on maintenance.
• Skilled in various customer-handling techniques, such as managing customer perceptions, expectations, building a customer base and customer advocacy.
• Paperwork and Delivery Procedures.

Evaluations: Evaluation of the entire course will be done through a final exam. Multiple choice questions and a role play situation by addressing a customer's concern, preparing and presenting an estimate for the customer.

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