Sales and Service Classes

Sales and Service Classes with Descriptions

Level I: Service Advisor Fundamentals (Role of the Service Advisor)

Course Overview:
This 2-day interactive class lays the groundwork for service advisor success. From phone skills and walkarounds to writing effective repair orders, participants learn how to build customer confidence from the very first interaction.

Objectives:

  • Understand the role and responsibilities of a service advisor
  • Master phone greetings, call handling, and scheduling basics
  • Conduct professional customer walkarounds to identify needs
  • Write complete, accurate repair orders using the 3 C’s
  • Use WARS (Wrap Around Repair Suggestions) to improve sales ethically
  • Identify personal values and connect them to customer trust

Who It’s For:
New service advisors, front desk staff transitioning to advisor roles, or shop owners who want consistent processes from their team.

Key Takeaways:

  • Confidence in the advisor role and its importance in shop success
  • Repair order documentation that reduces comebacks and confusion
  • A proven framework for presenting full repair plans
  • A personal set of ethics and guiding principles to build long-term trust

Level II: Service Advisor Skills Development (ATi's 7 Step Sales Process)

Course Overview:
This 2-day training focuses on communication mastery and shop processes. Advisors learn how to adapt communication styles, collaborate with technicians, and manage workflow effectively.

Objectives:

  • Practice active listening and open-ended questioning
  • Set clear expectations around cost, timing, and outcomes
  • Adapt communication for phone, text, email, and in-person interactions
  • Support technician recommendations with credibility and confidence
  • Manage workflow, parts, and repair orders efficiently
  • Apply the 7-Step Service Process in daily operations

Who It’s For:
Advisors with some experience who need structure, improved communication skills, and deeper shop process understanding.

Key Takeaways:

  • Tools for clearer, more empathetic communication
  • Consistency across multiple communication channels
  • Stronger collaboration between advisors, technicians, and customers
  • Practical experience with the 7-Step Service Process

Level III: Service Advisor Advanced (Advanced Sales)

Course Overview:
A high-level, role play–intensive workshop designed to refine sales skills and customer engagement. Advisors learn to overcome objections, maximize approvals, and build customer loyalty that lasts beyond a single repair.

Objectives:

  • Master the 7-step sales process with confidence
  • Handle objections without discounting or damaging trust
  • Use benefits-based and educational selling to add value
  • Manage declined repairs with professional follow-up strategies
  • Promote loyalty and referral programs to boost retention
  • Understand how marketing and community engagement affect customer trust

Who It’s For:
Experienced service advisors seeking to maximize sales effectiveness and customer retention.

Key Takeaways:

  • Advanced sales techniques tailored to auto repair shops
  • Confidence in addressing objections and educating customers
  • Strategies to turn declined work into future sales
  • A roadmap for building a customer base that grows through referrals and loyalty

Mastering Your Phone Part 1: Fundamentals (Mastering Your Phone - Part 1)

  • Overview:
    A half-day workshop focused on building a strong first impression. Participants learn how to deliver consistent greetings, focus on caller needs, and eliminate common mistakes that weaken phone interactions.
  • Objectives:
    • Deliver a professional, consistent greeting every time
    • Shift from vehicle-focused to customer-focused conversations
    • Use structured call flows to improve conversions
    • Recognize the value of training and call reviews
  • Who It’s For:
    Service advisors, front desk staff, and anyone in the shop who answers the phone.
  • Takeaways:
    • A proven greeting and call flow system
    • Tools to ensure consistency across multiple staff
    • Confidence to convert more first-time callers into customers

Mastering Your Phone Part 2: Advanced Skills (Mastering Your Phone - Part 2)

Subtitle: Strategies for Converting Callers into Committed Customers

  • Overview:
    Building on Part 1, this advanced class helps staff refine tone, handle objections, and close more calls. Emphasis is placed on turning price shoppers into appointments and creating urgency without pressure.
  • Objectives:
    • Handle objections and difficult callers with confidence
    • Use tone, pacing, and language to build trust
    • Guide callers naturally toward booking appointments
    • Strengthen consistency across the team
  • Who It’s For:
    Staff who have completed Part 1 or already have phone experience but want to get better at converting calls.
  • Takeaways:
    • Scripts for handling objections and price shoppers
    • Techniques to establish credibility in seconds
    • A role-play framework for continued practice

Mastering Your Phone Part 3: Presenting the Estimate (New for 2026)

  • Overview:
    The most critical phone moment: presenting the estimate. This advanced class shows staff how to position value, build trust, and gain approval without discounting. Participants learn how to present with clarity, confidence, and empathy.
  • Objectives:
    • Present estimates in a value-driven, customer-focused way
    • Build confidence with word choice, tone, and timing
    • Handle hesitation or objections without underselling
    • Guide callers to book the work and reduce “let me think about it” responses
  • Who It’s For:
    Service advisors and managers responsible for estimate presentations, especially those who have completed Parts 1 and 2.
  • Takeaways:
    • A proven framework for estimate presentations
    • Phrasing that emphasizes trust and shop value over cost
    • Confidence to increase approval rates and close ratios

6 Week Service Advisor Coaching Program (Coming Soon in 2026)

What Advisors Will Work On (Week by Week)

  • Week 1: Initial Phone Call – Convert calls into appointments
  • Week 2: Meet & Greet – Build trust and set expectations
  • Week 3: Walk Around – Create value before inspection
  • Week 4: Buying Personalities – Reduce objections, improve ARO
  • Week 5: Digital Vehicle Inspections – Increase trust and approvals
  • Week 6: KPI Ownership – Tie actions to results and build a 30/60/90-day plan