Service Advisor Role Play #7 [THA 366]

Through role playing exercises, our panel demonstrates different approaches to selling and communicating with customers. They emphasize the importance of understanding customer needs, building rapport, and being direct when necessary. The discussion covers the significance of tone, trust-building, technical knowledge, and authenticity in customer interactions. The episode concludes with a focus on continuous learning and the value of a supportive work environment.

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Matt Bellinger, Service Plus, Watertown, NY

Ali Norton, Rozema’s Car Care in Hudsonville, MI.

Lee Fleming, SA Coach with Empowered Advisor

Megan Dineff, Ervine’s Auto Repair and Grand Rapids Hybrid, Grand Rapids, MI

Show Notes:

  • Watch Full Video Episode
  • Previous Service Advisor Role Play Episodes
  • Megan’s role-play (00:03:31) Megan, as the “friendship advisor,” interacts with a customer and presents service recommendations.
  • Discussion on customer buying style (00:06:48) Analysis of Megan’s approach as a “friendship advisor” and its relevance to customer interactions.
  • Matt’s role-play (00:09:44) Matt, as the service advisor, interacts with a direct dominant customer and presents service recommendations.
  • Discussion and feedback on Matt’s role-play (00:11:37) Feedback and analysis of Matt’s role-play, focusing on adapting to the direct dominant customer’s buying style.
  • Discussion on adapting to customer style (00:13:06) Importance of reading and adapting to the customer’s communication style and preferences.
  • Ali’s role-play (00:17:50) Ali, as the service advisor, interacts with a technical customer and engages in initial conversation.
  • Technical training impact (00:21:48) Discussion on the impact of technical training on service advisors and its potential misuse.
  • Adapting to customer buying style (00:25:20) Advisors discuss the importance of adapting to the customer’s buying style and the need to gauge their interest in technical information.
  • Reading customer tone and style (00:27:26) Advisors share experiences and techniques for reading and adapting to customer tone and buying style.
  • Building trust with new clients (00:33:44) Strategies for building trust and relationships with new clients, focusing on value proposition and setting expectations.
  • Providing the Best Customer Experience (00:36:30) Tips on how to communicate to customers that they will receive the best experience at the auto repair shop.
  • Empowering Customers to Ask Questions (00:37:23) Encouragement for customers to ask questions and for service advisors to be open to asking technicians for information.
  • Being Authentic with Customers (00:38:19) The importance of being authentic with customers and ensuring that correct information is provided, even if it means putting them on hold.
  • Learning from Customers (00:40:23) The value of learning from customers and the impact of technical training on the industry.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at

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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!