Over the past year, I’ve seen many brand-new service advisors attend classes designed for intermediate or advanced professionals. While those classes sparked great questions and boosted confidence, they often missed the mark on what true beginners really need—a solid foundation. That’s why I created this course.

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Unlike most training that jumps straight into advanced strategies, this class is all about the essentials. We’ll focus on the core skills every service advisor should have from day one, making sure you feel confident, capable, and ready to grow.

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GOALS

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• Creating work orders, estimates, and invoices
   

• How repair shops operate and flow day-to-day
   

• A beginner’s overview of vehicle systems and maintenance
   

• Communication tips for building trust with customers and your team

 

Details

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Join us for this interactive four-week Zoom class. Classes will be recorded and available for viewing for 1 week after each session. This four-part training series is offered exclusively to a maximum of ten participants, ensuring a highly personalized and interactive learning experience, and is available for a total investment of $400.

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Week 1-The foundation of Service Advising 

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The first session will focus on building confidence in customer interactions and appointment booking. We’ll begin with an introduction and role overview, clarifying what a service advisor is—and isn’t—and how the role directly supports the overall success of the shop. Participants will explore the “front desk experience” from the customer’s perspective, gaining a deeper understanding of essential customer communication, including tone, body language, and professionalism. Emphasis will be placed on asking the right questions when booking appointments and gathering accurate customer and vehicle information. To reinforce these skills, participants will engage in hands-on practice through role-play scenarios involving both diagnostic and maintenance appointment bookings.

 

Week 2-Maintenance & Vehicle Basics 

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This session will focus on helping service advisors explain services clearly without needing a technical background.

 

We’ll start with “maintenance made simple,” showing how to present factory schedules in customer-friendly language and breaking down common services such as oil changes, brakes, tires, fluids, filters, and alignments. Participants will also gain a basic, non-technical overview of key vehicle systems—including the engine, transmission, brakes, steering and suspension, and electrical—along with customer-friendly ways to describe what these systems do and why they matter. To apply these skills, advisors will be given homework to research a specific maintenance item and present their information to the class.

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Week 3-Estimates, Repair Orders and Shop Resources

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During the third session we will focus on building accuracy and confidence when working with shop systems. Advisors will learn the step-by-step process of creating repair orders and estimates, moving from the customer’s initial concern to a written RO and accurate estimate, while avoiding common mistakes that can frustrate technicians and shop owners. Training will also cover parts and fluids sourcing, including how to identify correct fluids, parts, and OEM specifications, as well as an introduction to shop management systems and online catalogs. To put these skills into practice, participants will role-play presenting technician recommendations and estimates and navigate a sample parts lookup process. To apply these skills, advisors will be given homework to research a specific vehicle system and present their information to the class.

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Week 4-Handling Challenges & Growing in the Role

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The last session will focus on developing confidence under pressure and supporting professional growth as a service advisor. Participants will learn strategies for managing expectations and objections, including how to set clear timelines and costs up front, demonstrate empathy during tough conversations, and handle common objections around price, time, and necessity of services. The session will also highlight the importance of effective team communication, offering tools for working with technicians and customers, and staying organized under pressure. To encourage long-term growth, advisors will explore career development opportunities within the role and practical ways to keep learning without a technical background. With vehicle technology constantly changing, we focus on how to continue learning.

 

Important

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 This is an interactive training, not a passive session. Cameras are required to remain on at all times, and active participation is mandatory. Participants must ensure that Zoom is properly downloaded and updated on their device before the program begins. While reasonable accommodations will be made for unavoidable technical issues, failure to comply with these requirements will result in removal from the training without refund.

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