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Automotive service consultants act as a liaison between vehicle owners and mechanics at auto dealerships, relaying concerns and recommendations for maintenance. They use sales tactics to encourage customers to authorize necessary repairs and offer special attention to gain loyalty. They can also save customers money by identifying potential issues and may even convince them to purchase a new vehicle.
An automotive service consultant is the liaison between the vehicle owner and the mechanic at an auto dealership. When the customer brings in a vehicle for service, the service consultant takes a list of the customer’s concerns about the vehicle and relays them to a mechanic. The mechanic assesses the condition of the vehicle and makes recommendations for maintenance. The service advisor will relay the mechanic’s advice to the customer and attempt to get the customer to authorize all necessary repairs. If a customer is unable to complete all repairs at once, the consultant will prioritize repairs and help the customer find the best starting point for completing repairs.
One of the biggest sources of revenue for a car dealership is in the service department. The dealership will typically employ an automotive service consultant to assist all customers who visit the service department. He or she should highlight the worst-case scenario for each repair suggested by the mechanic but turned down by the customer. Using sales tactics such as showing the customer how failure to complete a repair can change a warranty, the customer will sometimes rethink the repair and authorize the mechanic to do the repair.
In addition to dealing with customers who stop by the service department for unscheduled repairs or service, the automotive service consultant will place phone calls and send email messages to customers whose vehicles are arriving on their scheduled service date. Many times, the customer will be asked to make an appointment for service to avoid unwanted waiting for an unscheduled service call. All this special customer attention serves two purposes: it makes the customer feel important and concerned, and it makes the dealership money. The service consultant is usually authorized to give out coupons, such as free oil change coupons or free tire rotations, to occasional customers in an attempt to gain their loyalty.
Many customers are alerted to a potential issue only due to careful inspection of the vehicle by an automotive service consultant. This can often save the customer money rather than breaking the vehicle and damaging other components in the process. Occasionally, an astute consultant will spot a customer who is ready for a new vehicle and be able to convince them to make a purchase rather than a repair. In this case, the auto service consultant typically hands the customer over to a salesperson, and the two share the commission on the sale.
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