Turn everyday interactions into retention-building moments
Service Advisors in the 21st Century
Become the face of trust in your service department
Hard Copy and PDF Available
Price $497 - Shipping is FREE
DealersEdge Member Price is $297 MORE INFO
Transform your Service Advisors from order-takers to trusted customer advocates with this practical, no-fluff guide that bridges the gap between selling and serving.
In Service Advisors In The 21st Century, readers explore the emotional and psychological roadblocks that prevent many Advisors from making confident service recommendations… and how to reframe those moments as opportunities to earn trust, loyalty, and increased revenue.
Packed with relatable examples, field-tested communication strategies, and smart behavioral insights, this guide helps dealership staff embrace their dual role as both service providers and sales professionals. Chapters cover the common fear of being “pushy,” how to replace it with authentic engagement, and how to consistently elevate the customer experience while boosting shop profitability.
Perfect for onboarding new hires or refreshing seasoned pros, this guide empowers your front-line team to confidently represent your brand, build lasting relationships, and ensure no customer leaves safety or satisfaction on the table.
Key Takeaways:
​
-
Redefining “selling” as "delivering quality service”
-
Turn everyday interactions into retention-building moments
-
Communicate recommendations with clarity and integrity
-
Become the face of trust in your service department
TABBED FOR EASY REFERENCE
TABLE OF CONTENTS
Preface 1
Chapter 1 Perspective: Why Service Advisors Hate to Sell 7
Chapter 2 Service Advisor As Face of Dealership 17
Chapter 3 Process- Before Face-to-Face Meeting 23
Chapter 4 Process- While Face-to- Face With Customer 33
Chapter 5 Communication with Customer During Repair 45
Chapter 6 Active Delivery and Follow Up 49
Chapter 7 Technology-Enhanced Customer Service 55
Chapter 8 Recognizing the Value of Training and Empowerment 63
Chapter 9 Case Studies: Excellent Retail Customer Service 71
Chapter 10 Key Performance Indicators – Financial and Customer Satisfaction 77
Chapter 11 Challenges & Solutions of Delivering Exceptional Service 87
Chapter 12 Future Trends in Dealership Customer Service 93
Chapter 13 Service Advisor Checklists to Deliver Consistent, Exceptional Service 97
Hard Copy and PDF Available
Price $497 - Shipping is FREE
DealersEdge Member Price is $297 MORE INFO
Memberservices@Dealersedge.com
© 2025 DealersEdge LLC