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Service Advisor and Selling

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What you can’t do after you’ve quoted a customer
December 5, 2023 by Adam Malik

Many sales advisors make the mistake of delivering the price to the customer … and then leave them in stunned silence. Tom Amero, certified elite trainer at Elite, a training company that works with the automotive aftermarket, calls it a…

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Be professional but not over professional
November 28, 2023 by Adam Malik

Have you ever called a business and didn’t know if it was a robot or a human being on the other end of the line? That cold, monotone voice of the person answering the phone likely turned you off. And…

       News Auto Repair & ServiceBusiness ManagementFrom The MagazineJobbers & WDsService Advisor and SellingSupplier News & AnnouncementsTraining & Apprenticeship

From the Magazine: The 2023 Training Report
November 9, 2023 by Adam Malik

Whether you’re managing the shop, the front counter or inside the bay, experts from across the industry weigh in on what shop owners, service advisors and technicians need to know to stay on top of their game

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How do you turn the price shopper into a customer?
October 19, 2023 by Adam Malik

Shops will often get calls from someone who is price shopping. They know they need new brakes. They got a quote from one shop but they’re calling around to see what other shops in the area are offering. So how…

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Analysis: Trust: A crucial piece in auto care
October 12, 2023 by Devin Partida

Consumers continue to distrust their auto care shops. How you can turn things around…

       News Auto Repair & ServiceFrom The MagazineJobbers & WDsService Advisor and Selling

From the Magazine: Providing Support
October 11, 2023 by Emily Atkins

Mental health is not talked about often in this industry — but it should be. Here’s why offering and seeking help should be a priority for the aftermarket  

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Try these conversation starters with customers
October 5, 2023 by Adam Malik

There’s the old adage that you never want to bring up politics or religion with customers. That extends to service advisors when trying to build relationships with clients. So what should you talk about? Coaches advised to look for any…

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Lowering the anxiety of the panicked customer
July 6, 2023 by Adam Malik

The service advisor always has to answer the phone or welcome customers with an upbeat positive attitude. Because on the other end of the line or other side of the counter, they never know how anxious and panicked the customer…

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When to ask those key questions of customers
June 29, 2023 by Adam Malik

Timing, as they say, is everything. Most service advisors know what questions they need to ask when a customer calls, often in a panic, to get their vehicle serviced. But when those questions are asked may be most important. Asking…

       News Auto Repair & ServiceBusiness ManagementJobbers & WDsService Advisor and Selling

The problem of double standards in a shop
June 8, 2023 by Adam Malik

Having double standards among employees in your shop will eventually turn culture sour and you’ll watch your good people leave, warned a shop coach. Rick White, founder and president of 180Biz told attendees during the recent Midwest Auto Care Alliance’s…

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Here’s what shop training will be at AAPEX
June 6, 2023 by Adam Malik

We’re less than five months away from the biggest North American gathering for the automotive aftermarket and a slew of training opportunities have been announced. Joe’s Garage will return to this year’s AAPEX show, featuring training for shop owners, service…

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CARS mag: ADAS | Delusions of grandeur | Marketing insights
April 27, 2023 by Adam Malik

The March/April issue of CARS magazine has arrived. If you haven’t flipped through the hard copy just yet, here’s a preview of what’s inside. The cover story looks at the big business of ADAS that the aftermarket is missing out…