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Service Advising and Management

Author(s): Gary LaRosa
Details:
  • ISBN-13: 9781284145847
  • Paperback    640 pages      © 2020
  • Will Publish: 1/14/2019
Price: $89.95 US List
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Service advisors are an essential component of any service-oriented automotive shop. In Service Advising and Management, students gain the communication, customer service, and automotive knowledge they need to balance competing demands from customers, technicians, and shop management to become successful service advisors.

  • Covers effective communication skills for all phases of the service process, from initial greeting and walk-around inspection to writing the repair order and vehicle re-delivery
  • Reviews basic vehicle operations for working with technicians and explaining issues to customers
  • Explains the importance of inspection-based selling and producing strong service write-ups
  • Emphasizes customer service and verbal communication skills with a focus on active listening, addressing concerns, and eliminating barriers to customer loyalty
  • Puts knowledge into practice with application chapters that enhance write-up and relationship skills
  • Contains real-world “Advisor Tips” and other pedagogical tools to reinforce new knowledge, such as review questions, bulleted takeaways, and key terms for each chapter

Service Advising and Management allows service advising students to become an integral part of any automotive shop, building long-term customer relationships and a better customer experience along the way.

Chapter  1  Introduction to Inspection-Based Selling
Chapter  2  Vehicle Operations and Communicating with Technicians
Chapter  3  Phone Skills
Chapter  4  Preparing for Customer Arrival
Chapter  5  Service Process—The Write-Up
Chapter  6  Selling the Service
Chapter  7  Delivery and Follow-Up
Chapter  8  Communicate Effectively with Service Customers
Chapter  9  Warranty Essentials
Chapter  10  Applying Your Write-Up Skills
Chapter  11  Applying Your Relationship Skills

Gary LaRosa

Gary LaRosa is the author of Service Advising and Management (CDX Learning Systems, 2018). Repeatedly recognized as a Top 3 Service Advisor at Ford Motor Company, he combines his industry experience with his passion for helping others to provide a service experience that builds customer loyalty and long-term relationships.

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