Overview

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.

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9781284145847

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Gary LaRosa is the author ofService 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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