Newbie Service AdvisorTraining

[flyboy]

At the risk of sounding pretty silly, I am looking for a resource for training a new service adviser in the very basics, not necessarily of selling, but things such as the 3 CCC's, proper RO documentation etc.

I have him working with an experienced writer now, but would like to have something for him to study at home, or read at lunch kind of thng. As a GM dealer I have looked into the training sight, but most everything there is a bit more advanced than what I am looking for. I even looked into ROS, for those familiar with such, but really did not find anything there.

I am hoping someone has a nice format, cheat sheet, website or something to point me towards.

Otherwise, it's baptism by fire, so unfair to him, our customers and the bottom line. He will be a great writer I am sure, if I prevent the typical bunout of a newbie.

Any ideas?/

[Old Irish]

I can't answer your question directly but just wanted to say that you don't sound silly at all. And you're right that baptism by fire (which is what most of us got, I reckon) is NOT a good thing no matter how you slice it.

DD

[harleygrl]

I think this brings up a good point about the lack of resources available for training service advisors. Just like mentioned, not just sales skills, but things like organizational skills, time management skills, etc.

I am interesting in seeing if anyone out there has a lead for a good training resource other than hiring a traning company or consultant.

Maybe I should write a training manual......

[3760Guru]

You bring up an excellent point. There aren't that many resources on the basics. I know there is some valuable information in "The Service Advisor's Sales & Survival Guide" by Forrest "Skip" Vanderwall (Hardcover - 1996), but I don't know if that encompasses all of the information you'd be looking for. You might check the ASE website, as they now have a service consultant certification.

[GMFXDOPSMGR]

flyboy, If you are a GM store, look at these bulletins. They are great for the basic write up and are very thorough.
07-00-89-037 Courtesy Transporation & RS assist.
04-00-89-015A RO write up requirements
00-03-10-003K Tire warranties etc
00-05-22-002J Brake characteristics & procedures.

I use these training new advisors and reprint them when the older advisor conveniently forget the proper procedures.



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Tom Edwards

[Lhansen]

What manufacturer(s) does your dealership handle? Let me know and I can give you some course codes and titles that might be beneficial. One suggestion...have the newbie sit with the warranty administrator for a day or two to learn what "must" be on the RO. Also, sit them down with the Policies and Procedures manual (or on-line document) and let them digest it.
It's tough o break in someone new, but if you get them the training and mentoring they need, you will likely wind up with a super advisor!

Linda

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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com

[This message has been edited by Lhansen (edited 08-24-2007).]