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Service Advisor Oct 15, 2007
| - How to say "No" to a difficult customer
The one word every customer "hates" to hear from a service advisor is "NO". But sometimes, the only appropriate response is "no." But here is another approach:
Don't actually "say" the word "no" at all. Using this approach, you can say "no" to a customer without causing resentment or worse, losing the customer.
| - Telephone tips for service advisors
Having good telephone skills is crucial for service advisors as the call may be the catalyst for additional sales or provide vital information for customers.
| - The advantages of doing a service vehicle walk-around
Nearly every dealership service manager these days agrees with the idea of service advisors doing vehicle walk-arounds as a way to improve customer pay work. Yet a common response from the service advisors who actually have to the walk-around is: "We just don't have enough time to perform the 'walk-around.' And when we do we think the customer feels we are looking for more repairs just to increase our sales!"
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