Train your service advisors in ten minutes

Choose one skill to work on

Your team does not need to fix every call problem in one class. Choose one problem they face often. Then pick one skill that could help them handle it.

This drill takes two people and ten minutes. One person acts as the advisor and the other acts as the customer. A manager can watch, or the pair can review the call together.

Use a timer and your shop’s real rules. The goal is to help the customer make a clear choice.

Minute 1: choose the customer’s concern

Give the practice customer a car problem, a concern, and a question to ask. Use something your team hears often.

For example, the check-engine light is on but the car feels normal. The driver fears paying for work they do not need. They want to know what happens if the first test does not find the cause.

Use a made-up example or leave out names and other private details from a real call.

Minutes 2–4: practice the call

The advisor asks questions and makes sure they understand the concern. They explain the first testing step, the price, and what it covers. Then they ask if the customer wants the shop to start.

The practice customer should ask their question and give the advisor time to answer. Let the advisor finish the call before you coach them.

If they get stuck, note where it happened. Do not praise a made-up discount or a claim about the car that has not been checked.

Minutes 5–6: review what happened

Name one thing that went well and one thing that needs work. Use the five points below to score the call. Give zero for a missed step, one for a partly clear step, and two for a clear step.

• Did they understand the customer’s concern?
• Did they explain what the shop will test?
• Did they give the fee and say when more approval is needed?
• Did they listen and answer the customer’s question?
• Did they agree on a clear next step?

This scorecard is for this drill. Ring Ring uses its own grading system. A practice score helps guide the next lesson; it does not promise a sale.

Minutes 7–10: try the call again

Choose one thing to improve, then run the call again. Have the customer ask a new question. The advisor should keep the main steps and use words that fit the question.

“This time, explain what the testing fee covers before you ask them to approve it.”

At the end, ask the advisor what they will use on their next real call. Practice that skill again on another day.

Get the Diagnostic Approval Playbook for a drill and scorecard you can print. Read how to move beyond a script, then use Ring Ring for more practice and coaching.