Fixed Ops Magazine 2024 Vol 21-3 - 66

INDUSTRY INSIGHT BY COREY SMITH
THE POWER OF YOUR SERVICE
ADVISOR'S WORDS
Service advisors are the voice and face of the business,
tasked with translating technical terms for customers. The
words advisors use wield remarkable power-either fortifying
customer relations or jeopardizing them.
THE IMPACT WORDS HAVE ON
YOUR CUSTOMERS
The impact of words in service advising is profound. The
wrong choice of words can sow seeds of doubt, confusion,
and frustration in the customer's mind. Service advisors
know technical terms and it's second nature to them.
Yet, customers may not have the same expertise. Using
technical terms without explanation can leave customers
feeling alienated and disempowered. Likewise, dismissive
language can negatively affect customer rapport.
When service advisors use the right words, they empower
the customer and build trust. The right words include validating
the customer's concerns, expressing that you are
there to help guide them to the best decision. The right
words include speaking concisely and transparently about
the customer's vehicle, which eliminates confusion around
the service process.
COMMUNICATION IS KEY
Key communication skills include empathy, active listening,
and clear explanations. These clarify the complexities,
empowering customers to make informed decisions about
their vehicles. A service advisor's transparency creates a
trustworthy relationship with the customer.
Beyond transactional interactions, service advisors
can create memorable experiences through personalized
communication. Remembering a customer's name,
acknowledging their concerns, and expressing genuine
appreciation for their business takes the interaction from
ordinary to extraordinary. These small gestures resonate
with customers and can help keep them coming back to
your dealership.
DIRECTORY OF ADVERTISERS
Armatus
Page
Automotive Warranty
Network (AWN)
Bayley SmartLot
BendPak
BG Products
BizzyCar, Inc
CDK Global
CONNEXION
CUSTOMER TRAAC
Dealer Pay
DealerPRO Training
Dr ColorChip
Dynatron
Fixed Performance Inc.
FrogData
FrogData II
GMS Dealerships
GoMoto
Helm Technologies
HӦRMANN Doors
InteliChek 1
InteliChek 2
JohnDow Industries, Inc
Mile One Leadership
myKaarma
NitroFill
OEM Interactive
Pencilwrench
Proactive Dealer Solutions
RepairPal
RevolutionParts
RYTEC Doors
TCC Total Customer Connect
TechForce Foundation
COREY SMITH
207-749-0593
csmith@apcoholdings.com
66
Ted Ings' FixedOps Roundtable
TradePending
uber
WarrCloud
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Inside Front Cover
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Inside Back Cover
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57
Back Cover
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31
19

http://easycare.com

Fixed Ops Magazine 2024 Vol 21-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-3

Fixed Ops Magazine 2024 Vol 21-3 - Cover 21-3
Fixed Ops Magazine 2024 Vol 21-3 - 2
Fixed Ops Magazine 2024 Vol 21-3 - 3
Fixed Ops Magazine 2024 Vol 21-3 - 4
Fixed Ops Magazine 2024 Vol 21-3 - 5
Fixed Ops Magazine 2024 Vol 21-3 - 6
Fixed Ops Magazine 2024 Vol 21-3 - 7
Fixed Ops Magazine 2024 Vol 21-3 - 8
Fixed Ops Magazine 2024 Vol 21-3 - 9
Fixed Ops Magazine 2024 Vol 21-3 - 10
Fixed Ops Magazine 2024 Vol 21-3 - 11
Fixed Ops Magazine 2024 Vol 21-3 - 12
Fixed Ops Magazine 2024 Vol 21-3 - 13
Fixed Ops Magazine 2024 Vol 21-3 - 14
Fixed Ops Magazine 2024 Vol 21-3 - 15
Fixed Ops Magazine 2024 Vol 21-3 - 16
Fixed Ops Magazine 2024 Vol 21-3 - 17
Fixed Ops Magazine 2024 Vol 21-3 - 18
Fixed Ops Magazine 2024 Vol 21-3 - 19
Fixed Ops Magazine 2024 Vol 21-3 - 20
Fixed Ops Magazine 2024 Vol 21-3 - 21
Fixed Ops Magazine 2024 Vol 21-3 - 22
Fixed Ops Magazine 2024 Vol 21-3 - 23
Fixed Ops Magazine 2024 Vol 21-3 - 24
Fixed Ops Magazine 2024 Vol 21-3 - 25
Fixed Ops Magazine 2024 Vol 21-3 - 26
Fixed Ops Magazine 2024 Vol 21-3 - 27
Fixed Ops Magazine 2024 Vol 21-3 - 28
Fixed Ops Magazine 2024 Vol 21-3 - 29
Fixed Ops Magazine 2024 Vol 21-3 - 30
Fixed Ops Magazine 2024 Vol 21-3 - 31
Fixed Ops Magazine 2024 Vol 21-3 - 32
Fixed Ops Magazine 2024 Vol 21-3 - 33
Fixed Ops Magazine 2024 Vol 21-3 - 34
Fixed Ops Magazine 2024 Vol 21-3 - 35
Fixed Ops Magazine 2024 Vol 21-3 - 36
Fixed Ops Magazine 2024 Vol 21-3 - 37
Fixed Ops Magazine 2024 Vol 21-3 - 38
Fixed Ops Magazine 2024 Vol 21-3 - 39
Fixed Ops Magazine 2024 Vol 21-3 - 40
Fixed Ops Magazine 2024 Vol 21-3 - 41
Fixed Ops Magazine 2024 Vol 21-3 - 42
Fixed Ops Magazine 2024 Vol 21-3 - 43
Fixed Ops Magazine 2024 Vol 21-3 - 44
Fixed Ops Magazine 2024 Vol 21-3 - 45
Fixed Ops Magazine 2024 Vol 21-3 - 46
Fixed Ops Magazine 2024 Vol 21-3 - 47
Fixed Ops Magazine 2024 Vol 21-3 - 48
Fixed Ops Magazine 2024 Vol 21-3 - 49
Fixed Ops Magazine 2024 Vol 21-3 - 50
Fixed Ops Magazine 2024 Vol 21-3 - 51
Fixed Ops Magazine 2024 Vol 21-3 - 52
Fixed Ops Magazine 2024 Vol 21-3 - 53
Fixed Ops Magazine 2024 Vol 21-3 - 54
Fixed Ops Magazine 2024 Vol 21-3 - 55
Fixed Ops Magazine 2024 Vol 21-3 - 56
Fixed Ops Magazine 2024 Vol 21-3 - 57
Fixed Ops Magazine 2024 Vol 21-3 - 58
Fixed Ops Magazine 2024 Vol 21-3 - 59
Fixed Ops Magazine 2024 Vol 21-3 - 60
Fixed Ops Magazine 2024 Vol 21-3 - 61
Fixed Ops Magazine 2024 Vol 21-3 - 62
Fixed Ops Magazine 2024 Vol 21-3 - 63
Fixed Ops Magazine 2024 Vol 21-3 - Page 64
Fixed Ops Magazine 2024 Vol 21-3 - Page 65
Fixed Ops Magazine 2024 Vol 21-3 - 66
Fixed Ops Magazine 2024 Vol 21-3 - 67
Fixed Ops Magazine 2024 Vol 21-3 - 68
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-3
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