Help your advisors move beyond a script

Give new advisors a place to start

A new advisor may know the shop’s rules but still find calls hard. A customer asks about price or cuts in with a question. The advisor loses their place and is not sure what to say.

A script can help them learn the main steps. But they still need to listen and answer the person on the phone.

Think of a script as training wheels. It helps the advisor get started. With practice, they can use their own words and still cover what matters.

Keep the key steps as the words change

When a customer asks about testing, your advisor needs to do five things:

1. Find out what the customer needs.
2. Explain what the shop will check first.
3. Give the price and say what it covers.
4. Explain when they will ask before doing more work.
5. Ask if the customer wants them to start.

The exact words can change to fit the customer. The facts should match your shop’s rules.

See the testing fee article for an example your team can practice.

Ask why the customer is unsure

Two customers might both say, “I can’t afford a big repair.” One cannot pay for testing today. The other can pay for testing but fears being stuck with a large repair bill.

Your advisor needs to find out which problem to help with.

“Is your main concern the testing fee today, or what the repair might cost later?”

If the fee is the problem, discuss the options your shop offers. If they fear a later bill, explain that saying yes to testing does not mean saying yes to a repair. Give them room to ask questions.

Change the question during practice

Let the advisor read a sample once, then put it away. Have a partner act as the customer. Give that person one concern to bring up during the call.

On the first try, they might ask if the testing fee goes toward the repair. On the next try, they might ask what happens if the test does not find the cause.

The advisor should use your shop’s real rules in each answer. Review whether they heard the question and gave a clear answer. They do not need to copy the sample word for word.

Help them improve one thing at a time

“Sound more confident” does not tell an advisor what to do. Point to a clear step they can change. They may need to explain the fee better or ask a question before they give an answer.

Have them try the call again with that one change. Keep what worked and build from there.

The Diagnostic Approval Playbook gives your team sample calls. The ten-minute drill helps them practice. Ring Ring uses real calls to guide their practice. Its AI coach plays the customer, then talks with the advisor about the call. They can ask questions and try a line again before getting their report card.