Service Advisor Training Playbook
Use this playbook to train a new service advisor around the moments that affect customer trust, approval rate, and shop flow.
What is this?
This is a field playbook for service advisor training. It is not a script to memorize word-for-word. It is a way to make the core advisor workflows visible enough to practice and review.
How to use it
- Pick one section for the week.
- Ask the advisor to complete one real or mock rep each day.
- Review the written proof, not just the conversation.
- Give one correction and one repeatable phrase.
- Decide at the end of the week whether to repeat or move forward.
Training sections
Phone intakeComplaint, timeline, warning lights, prior repairs, customer constraint, authorization preference.
Estimate explanationFinding, risk, recommended repair, urgency, options, and next decision.
Approval requestClear price, clear scope, clear permission, and written confirmation.
Status updateCurrent state, blocker, ETA, next update time, and what the customer needs to do.
Declined workWhat was declined, why it matters, when to revisit, and how to follow up.
Proof examples
- Three intake notes from real calls with missing details marked.
- One estimate explanation rewritten in plain customer language.
- Two declined-work follow-up messages.
- One end-of-day handoff summary.
Turn this into a live shop training sprint
Skill Coach turns the idea into daily reps, proof reviews, reminders, and a manager-ready progress trail.