In today's competitive market it is essential for service advisors go out of their way to meet and exceed the expectations of their customers. The service department is a key component in bringing in the extra revenue that helps improve and increase the bottom line. If the service department does not meet expectations then this can be a threat to any company. In fact, the greatest threat to any business is the poor performance of the employees, so you need automotive service advisor trainer.

In previous decades the service department was not viewed as an important department to worry about; with these thoughts the result was they received little training. It has been proven that service advisor training results, after the cost involved, in increased revenue. The reason for this is the fact that the training makes the employee aware of what they need to do to improve - and, once learned, this turns to more income for the business.

With this in mind, we need to re-think our automotive service advisor training. We must realize that these employees can make or break a business. Some of the basic items we can easily evaluate include: are we training the service advisors to sell? Do the service advisors greet the customers? Do they maintain eye contact? Do they smile or offer a warm reception? All this takes is observation. You, as the key person, can observe your service advisors and judge for yourself.

On the other hand, do you observe your service advisors not offering a friendly greeting? Do they simply offer non-verbal communication? Do they shrug their shoulders, roll their eyes, or offer a tired expression? If you answer "yes, " to any of these questions then it is time to have the team of service advisors trained. Your key is to make your customers feel welcome, not the opposite.

When you start training you and your advisors will learn that there are three basic types of customers. The first type is the customer who comes in for specific reasons. This customer has decided to try your service. It is imperative that the service advisor gives them and offers the outstanding service they seek.

The next group of people is those customers calling to get a price about a specific product. These customers have not determined if they will come to your store or not. Your advisors need to know that 25% of the phone customers actually enter the door of the business so it is imperative for the telephone conversation to be pleasant and to encourage the customer to visit. If you get them through the door there is an 80% chance they will make a purchase.

The last group of customers is those who must be contacted by phone, by the service advisor for whatever reason. This call, although a service call, can also be another way of making another sale. The advisor must learn how to properly make this call - and this requires training.