Title: Identify the basic skills of an automotive, diesel, and collision industry service advisor.
Course: Automotive Fixed Operations (20906) > Section: Developing Customer Relations Skills in the Automotive, Diesel, and Collision Industries

Identification should include

- customer service skills
  - acknowledges the customer’s arrival
  - communicates effectively (e.g., face to face, phone, text, email, handwritten notes)
  - maintains a professional demeanor
- follows vehicle intake procedure (i.e., customer write-up)
  - listens to the customers’ concerns and asks relevant questions (e.g., What is the purpose of your visit? What type of noise? When does it occur?)
  - determines which areas to focus on for the repair in addition to the courtesy inspection
- automotive training
  - understands vehicle repairs
  - can explain necessary repairs to customers
- mathematics skills
- computer and software skills
  - puts in work orders
  - creates invoices
  - schedules appointments.

Process/Skill Questions:

- How can one prepare for a career as an automotive service advisor?
- What steps are necessary for an intake write-up?
- What steps does a service advisor take when a customer brings in a vehicle for service?
- What problems can arise from failing to obtain all the necessary information?
- What process does the service advisor follow to provide an accurate repair estimate?
- Why is it important to listen to the customer’s concerns?
- What is the salary of the typical automotive service advisor in Virginia?