Issue Date: Service Advisor Jan 15, 2011, Posted On: 1/15/2011
Advisor Skills Customers want results, not fancy explanations Harvard Business School Professor emeritus Theodore Levitt once said, "People don't want a quarter-inch drill, they want a quarter-inch hole."
The point for service advisors: Your customer doesn't want to know what tools the technician will use or how much training he has, she wants her car fixed. You need to listen to uncover your customer's hidden needs, and then sell your service recommendation as a solution.
It's not about what you're selling - it's about how what you're selling can help the customer.