Service Consultant Coaching

Service Consultant 1-1 Onboarding

Elevate Your Service Team with Tailored Excellence

Your service consultants are the frontline of your business—they define customer experience, build trust, and drive revenue. OnTrack Automotive Solutions presents the 1-to-1 Service Consultant Onboarding Program, a comprehensive 12-week training initiative designed to equip your team with the skills, knowledge, and confidence needed to excel in today’s dynamic market.

This personalized coaching program provides real-world training, role-playing, and hands-on development, ensuring that your service consultants master essential skills to enhance both customer satisfaction and business performance.

Why Choose “1-to-1 Service Consultant Onboarding”?

Build expert-level customer service and communication skills that drive client loyalty.
Implement best practices in work order analysis, scheduling, and dispatching to improve shop efficiency.
Learn sales techniques for maintenance plans and diagnostics that increase revenue.
Develop confident, knowledgeable service consultants who become trusted advisors to your clients.
Gain hands-on coaching with real-world application and role-playing exercises.

What’s Included in the Program?

Handling Change Effectively
Train your service consultants to navigate industry shifts, new systems, and process updates with confidence.
Booking the Next Customer Appointment
Learn strategies to increase repeat business, enhance client retention, and optimize scheduling for shop efficiency.
Mastering Invoice Presentation
Develop clear, transparent, and professional invoice presentation skills that build client trust.
Work Order Analysis & Technician Accountability
Understand how to assess work orders for accuracy, profitability, and efficiency, while ensuring technician accountability for quality service.
Service Consultant Language & Communication Techniques
Learn how to speak the client’s language—enhancing communication, trust, and service understanding.
Scheduling & Dispatching Optimization
Implement efficient scheduling and work dispatching methods to improve technician productivity and customer satisfaction.
Inspection Review & Service Advisor Metrics
Gain insights into service advisor KPIs and best practices for reviewing inspections and ensuring client transparency.
Handling Client Stalls & Objections (Includes Role-Playing)
Learn how to address common objections with confidence and professionalism through real-world practice scenarios.
Advanced Sales Training for Maintenance Services
Equip your service consultants with the skills to recommend and sell maintenance services effectively—boosting both customer satisfaction and shop profitability.
Implementing a Maintenance Plan
Develop structured vehicle maintenance plans that meet client needs and encourage long-term shop loyalty.
Selling Diagnostics with Confidence
Teach your team how to present diagnostic services in a way that increases client trust and ensures profitable service recommendations.

Why Choose OnTrack Automotive Solutions?

At OnTrack Automotive Solutions, we don’t just offer training—we offer a path to excellence. With industry-leading coaching, real-world application, and proven success strategies, we empower service consultants to excel in their roles, elevate the customer experience, and drive business growth.

Secure Your Team’s Spot Today

Ready to transform your service consultants into your biggest asset? The OnTrack 1-to-1 Service Consultant Onboarding Program provides the tools, training, and real-world coaching your team needs to succeed in today’s competitive automotive industry.

Service Consultant Mastery Program

OnTrack Service Consultant Mastery Program

Advanced Training & Support for High-Performing Service Consultants

The OnTrack Service Consultant Mastery Program is a 6-month advanced training and support system designed to build on the foundation established in the OnTrack 1-on-1 Consultant Onboarding Program. This program provides a deeper dive into the essential skills, strategies, and best practices introduced during onboarding, but in a group setting, where service consultants can learn, collaborate, and refine their approach through real-world application and expert coaching.

This structured bi-monthly coaching program focuses on advanced client communication, sales techniques, workflow efficiency, and leadership skills to help service consultants maximize customer satisfaction, increase revenue, and build lifelong client relationships.

Prerequisite: Service consultants must complete the OnTrack 1-on-1 Consultant Onboarding Program before enrolling in this program.

Why Join the OnTrack Service Consultant Mastery Program?

Deeper Dive Into Key Concepts – Expands on the knowledge from 1-on-1 onboarding with real-world case studies, role-playing, and advanced strategies.
Group-Based Learning Environment – Service consultants collaborate, share experiences, and gain insights from fellow professionals.
Ongoing Training & Development – Structured, expert-led bi-monthly training sessions focused on refining skills and overcoming real-world challenges.
Follow-Up & Accountability – Service consultants receive regular feedback and actionable steps to implement best practices in their shop.
6-Month Learning Cycle – Service consultants cycle through the program every six months to reinforce skills, track progress, and introduce new strategies.

Program Structure & Course Outline

1. Prerequisite: Personalized 1-on-1 Consultant Onboarding

Introduction to OnTrack Service Consultant Best Practices
Understanding shop workflow and client experience
Goal setting for success (individual & team)
Hands-on management system training
Mastering service consultant responsibilities
Once the 1-on-1 onboarding is completed, participants move into the Service Consultant Mastery Program.

The 6-Month Mastery Program: Bi-Monthly Training Focus Areas

Month 1: The Core Foundations of a High-Performance Service Consultant

Deep dive into the role and responsibilities of a service consultant
Creating exceptional customer experiences through expert-level communication
The 70/30 Rule –Enhancing listening skills for better sales effectiveness
The Four C’s of Client Communication: Concern, Cause, Correction, Confirmation – refining and improving application

Month 2: The Art of Selling Maintenance & Repair Services

Advanced techniques for presenting inspections & estimates
Handling and overcoming complex objections with confidence
Selling maintenance services proactively vs. reactive repairs – improving client education
Strategies for increasing customer retention, referrals, and long-term revenue growth

Month 3: Workflow Management & Shop Efficiency

Advanced scheduling techniques and workload balancing for maximum efficiency
Strengthening collaboration between service consultants and technicians for seamless execution
Time and workflow management strategies to reduce stress and improve daily operations
Key Performance Indicators (KPIs) every service consultant should track and improve upon

Month 4: Advanced Sales & Communication Techniques

Building trust and rapport with clients to increase average repair orders
Leveraging digital vehicle inspections to create transparency and engagement
Presenting financing options effectively to remove financial objections
The psychology of sales – How to ethically guide clients toward the best decisions for their vehicles

Month 5: Follow-Up, Retention, and Long-Term Success

Perfecting follow-up strategies to turn one-time clients into lifelong customers
Mastering post-service calls to increase return visits and referrals
Developing a system for tracking deferred work and ensuring clients return for scheduled services
Long-term strategies for maintaining high service consultant performance

Month 6: The Service Consultant Performance Review & Certification

Who Is This Program For?

Service consultants who have completed the OnTrack 1-on-1 Consultant Onboarding Program and want to refine and master their skills.
Experienced service consultants looking to increase their effectiveness, confidence, and sales skills.
Shop owners and managers who want a structured system for ongoing training and professional development.
Any service consultant looking to enhance their ability to build trust, sell services effectively, and increase client retention.

What’s Included in the OnTrack Service Consultant Mastery Program?

6 months of structured bi-monthly training and coaching
Deep dive into advanced sales, workflow, and client communication techniques
Exclusive access to OnTrack training materials & templates
Direct coaching from industry experts
Ongoing support, progress tracking, and feedback
Final assessment and certification upon program completion
A proven process for success that drives shop profitability and long-term customer relationships

Start Your Service Consultants on the Path to Mastery

Take your service consultants from good to great! Prerequisite: Completion of the OnTrack 1-on-1 Consultant Onboarding Program is required before entry into the Mastery Program.

Monday – Friday	8:00am – 4:00pm
Saturday	Closed
Sunday	Closed