Fixed Operations Training

Operational training for service and parts teams focused on process, consistency, and long-term performance — from the fundamentals of the service walk-around through advanced conflict resolution and team leadership.

Best Practices

Understanding your role
Digital touch points and strategies
The buying process — Like, Listen, Believe
The selling processes

37.5 Hours · For New Staff

Levels 1 & 2

Built for new or potential hires, parts people, and service writers — the fundamentals of the service walk-around, the customer interview, and the digital tools that make both work.

The service walk-around — introduction, confirming the work, and walking the vehicle using a tablet
The customer interview — recommending service and explaining pricing quote versus estimate
Permission to proceed — getting clear authorization and keeping in contact through the process
Closing the loop — payment, vehicle collection, and increasing sales and hours per CRO

Best Practices

Priority management is time management
Conflict resolution — and when to elevate a dispute
Measuring your performance
Under-promise and over-deliver

37.5 Hours · Must Hold Levels 1 & 2

Levels 3 & 4

Built for service and parts staff ready to move past fundamentals into the harder conversations — overcoming fear-based objections, understanding what’s actually driving a customer’s hesitation, and leading a team rather than just working the counter.

Overcoming fear-based objections — understanding the client’s fears, your own, and the perception of value behind both
Active listening — avoiding the pitfalls of poor communication and collaborating through the process
Calendar & workflow — better use of scheduling, remuneration opportunities, and booking efficiencies
Closing discipline — reviewing the work order before requesting payment

Follow-Up & Course Objectives

Built to Compound

Training doesn’t end when the trainer leaves. Follow-up in-store days bring KPI review, one-on-one coaching into the gaps, and live floor training that turns a workshop into a habit.

Service or Parts Advisor PRO — Level 1

Client Support Specialist. Demonstrated competency in understanding the process and the digital tools behind it.

Service or Parts Advisor PRO — Level 2

Client Engagement Specialist. Meeting set KPIs, including manufacturer-defined customer satisfaction scores.

Service or Parts PRO — Level 3

Team Leader. Demonstrating competency in the process, with the ability to convey and teach coworkers.

Service or Parts PRO — Level 4

Production Leader. Demonstrating implementation, increased productivity, and consistent achievement of KPI objectives.

Evaluation & Grading

Progress ReportsA written report from the trainer after every visit, reviewed in person with the General Manager.

Hours CompletedA minimum of 20–22 hours, depending on level, to reach the next stage of competency.

Practical EvaluationInstructor-evaluated competency based on live in-store observation and a practical test.

Ready to Strengthen Your Fixed Operations Team?

Whether you’re onboarding new service and parts staff or developing your next team leader, training begins with a practical conversation about your dealership’s current structure and goals.