Service Advisor 101
The Service Advisor 101 Training Program is designed to guide entry-level Service Advisors through the key expectations of their role, the core drivers of service department success, and the importance of delivering an exceptional customer experience. By combining practical skills with the right professional mindset, this program lays a strong foundation for new Service Advisors to perform confidently and effectively in their day-to-day roles.
Content for this training plan was developed by:
4 eLearning modules
Code: BFSA100
Learning Plan Overview
This module equips Service Advisors with essential skills in exceptional customer service, effective communication, and advanced sales techniques to boost their performance and contribute to dealership success. Learners will gain a solid understanding of the Service Advisor role, including its core responsibilities and how to meet role expectations effectively. Additionally, the module provides a basic overview of the Service Department, its key processes, and how the Service Advisor fits within the overall team structure.
1.1 The Role of the Service Advisor
Explore the role and responsibilities of a Service Advisor, the essential functions of the service department in a new vehicle dealership, and the importance of delivering customer care beyond the transaction. Examine common challenges faced in the role, discover strategies to overcome them, and develop a growth mindset along with fundamental skills for long-term success.
eLearning
20 mins
Code: BFSA100_01
1.2 The 5 Levels to Service Department Success
Discover the purpose of the Service Advisor role within both the service department and the wider dealership, and understand the stages of professional development needed for success. Explore the activities and key functions that drive performance, along with the crucial KPIs that define effectiveness in the role.
eLearning
25 mins
Code: BFSA100_02
1.3 The Ultimate Customer Experience
Examine key customer expectations influenced by brand values and journey touchpoints, encouraging a mindset shift from automotive to hospitality to elevate customer service and loyalty. Understand the habits that foster a customer-centric environment and emphasises the importance of timely, transparent communication alongside best practices for delivering exceptional experiences.
eLearning
20 mins
Code: BFSA100_03
1.4 The Service Process
Understand each step in the service process, best practices for continuous improvement, the mindset shift to challenge habits, and a customer-focused approach to drive retention.
eLearning
20 mins
Code: BFSA100_04
After completing the ‘Service Advisor 101’ training program, you can further develop your skills and knowledge by subscribing to the ‘Service Advisor Advanced’ program, which includes eight eLearning modules on personal and customer-focused skills.
Meet your Training Provider
Kieran Stack, built his career across dealerships and became a BMW Group Aftersales Trainer before launching his own training company in 2021. His work with top brands and his book Service Advisor 101 have made him a sought-after global trainer. Focused on practical impact, Kieran simplifies Aftersales and champions the belief that “skills pay bills.”
For more information, get in touch with our Academy team:
