Book more service appointments and sell more parts on the phone

Questions

Service & parts training FAQ

What is service and parts phone training?

Service and parts phone training is coaching for the people who answer your service drive and parts counter phones — service advisors, service BDC agents, and parts staff. It teaches them to book more service appointments, capture declined work, upsell parts and accessories naturally, and handle every caller in a way that protects retention. At C&M Coaching we coach it from your real recorded calls, not generic scripts.

How can we book more service appointments over the phone?

By training advisors to control the call, ask the right diagnostic questions, offer specific appointment times instead of "whenever works," and confirm the booking so it actually shows. Most service departments lose appointments not because they're busy, but because the call is handled reactively. We score real service calls and coach each advisor on exactly where the appointment slipped.

Do you train parts departments on upsells?

Yes. We coach parts staff to move beyond order-taking — recommending the related parts, kits, fluids, and accessories that a job actually needs, and capturing the customer's information instead of just quoting a price and hanging up. Done naturally, parts upselling raises ticket size and customer satisfaction at the same time.

Do you train independent service and repair shops, not just dealerships?

Absolutely. Independent auto repair shops, quick-lube and oil-change bays, muffler and brake shops, tire stores, and specialty service shops all live or die by how the phone is handled — and most have never been trained on it. We coach standalone service shops on proper inbound and outbound call handling, service upsells, and turning price-shoppers into booked appointments, using the same real-call method we use for dealerships.

What is a service BDC?

A service BDC (Business Development Center) is a team dedicated to handling service department calls — booking appointments, following up on declined work, and running outbound service reminders — so advisors on the drive aren't juggling phones and customers at once. We train both service advisors and service BDC agents on the calls that drive fixed-ops revenue.

How is the training delivered?

Through live one-on-one coaching, recorded service and parts call reviews with feedback, custom WordTracks, and on-demand video modules. We score calls against a rubric built for fixed ops and track scores over time, so managers can see appointment-setting and upsell performance improve month over month.