Welcome, Consultant

Transition from "Order Taker" to "Proactive Advisor" using the 5-module framework built on Unshakable Facts.

Core Mission

"Every decision grounded in data. Every interaction rooted in service."

ACADEMY PROGRESS 0%

Quick Overview

MODULE 1

Foundations

MODULE 2

Communication

MODULE 3

RIM Framework

MODULE 4

Workflow

MODULE 5

Management

AI Training Dojo

Sharpen your skills with Gemini-powered role-playing and script polishing.

Role-Play Simulator

Practice handling objections in a safe environment.

Select a scenario above and click "Start" to begin your training session.

Script Polisher

Draft a message to a customer, and the AI will rewrite it to be professional, empathetic, and grounded in "Unshakable Facts".

The "Unshakable Facts" Communication Journey

Transforming the service process from transactions into a data-driven relationship built on transparency and professional ownership.

I

Phase I: The Data-Driven Handshake

Setting the foundation for a trust-based interaction through meticulous preparation.

10-Step Pre-Write Routine

"Good morning! I’ve reviewed your vehicle’s history and prepared your paperwork... based on your mileage, we should also look at [Maintenance Item]. Does that sound right?"

Active Listening during Write-Up

"You mentioned a 'grinding' noise specifically when you turn right at slow speeds, correct? I'm documenting that now to pinpoint the cause."

The Diagnostic Fee Dialogue

"Our standard fee is $100. This allows our technicians to pinpoint the exact problem so we only repair what is necessary. Does that sound good?"

Defining Promise Times

"I’ll call you by 10:30 AM with the findings and a full plan of action. Is that a good time for you?"

II

Phase II: The Consultative Advisory

Transitioning from "order takers" to "proactive advisors" using the RIM framework.

RIM Framework Strategy

R

Related: "The technician confirmed it is related to your [Part]. This is exactly what was causing the symptom."

I

Immediate: "We measured brakes at 2mm. These require immediate attention for safe stopping power."

M

Maintenance: "Based on history, you are due for [Item]. It’s key for long-term performance."

Handling the Unexpected

Transparency

"We discovered [Unexpected Issue]. I’m sorry for the delay, but I’ve already [Solution] to minimize the impact."

Selling the Green

"I have great news! Your tires/brakes are in excellent condition. It's clear you've been maintaining the vehicle well."

III

Phase III: The Ownership Pivot

Assuming full responsibility for every inquiry to ensure no customer feels neglected.

The 15-Minute Rule

"Your advisor is away, but I’d be happy to take ownership. I will call you back personally within 15 minutes with an update."

The "No-Update" Update

"I don't have a final result yet, but I wanted to keep my promise. Your vehicle is currently on the lift."

Grounding in Verified Facts

"Let me look at our production log... the technician is currently performing the final quality check."

Curriculum Modules

Click a module to explore details and specific training tracks.

MODULE 1

Foundations of Service Excellence

  • Fact-Based Approach & KPIs
  • The Six Pillars of Mastery
  • resort-style Greeting Mastery
MODULE 2

Inbound & Objection Handling

  • 8 Distinct Call Types
  • Script Proficiency Flow
  • Absolute Ownership Mindset
MODULE 3

Outbound Strategy & RIM

  • Proactive Status Updates
  • Selling the Green (Trust)
  • Related/Immediate/Maintenance
MODULE 4

Technical Workflow & Diagnostics

  • "Medical" Diagnostic Training
  • 10-Step Pre-Write Protocol
  • Dispatch & Production Logs
MODULE 5

Management & Systems

  • Dealertrack & VinSolutions
  • Shop Loading & Productivity
  • Hyundai Service Systems

Service Advisor Interactive Tools

The RIM Framework Explorer

Structure your outbound calls for maximum transparency and conversion.

Objection Handling Simulator

Standardized Word Track

"I completely understand your schedule is tight. We can set up a specific 15-minute window for your arrival, or I can check our next available opening on a Saturday to better suit your needs."

Efficiency & Productivity Calculator

Productivity Score 125%

The 10-Step Pre-Write Checklist

Review the evening before to prepare for the "Day of Service".

Management Dashboard

Tools for coaching, call review, and operational alignment.

Service Manager’s Call Review & Coaching Tool

Live Coaching

Use this checklist during call reviews to ensure team members are delivering service grounded in Unshakable Facts.

STAGE I: GREETING & INITIAL QUESTIONS Section Score: 0/3
OBJECTION HANDLING (FACT-BASED) Section Score: 0/2
Manager's Coaching Note
TOTAL SCORE: 0/5

Coaching Focus

  • Empathy First: Ensure advisor acknowledges the customer's inconvenience before pivoting to business.
  • No "Checking": Advisors should not say "let me check"; they should say "let me verify that information for you."
  • Promise Times: Did they set a specific time for the next contact?

Morning Meeting Ritual

Clark Hyundai Standardized Word Track Library

Grounded in Unshakable Facts and the RIM Framework

This library is a comprehensive reference for every stage of the customer journey. By using these scripts, you ensure that every interaction is professional, transparent, and focused on building long-term trust through verified data.

Section 1: Inbound

The Handshake

Establish professional control and gather accurate data immediately.

1.1 New Customer Scheduling

Greeting: "Service Center, this is [Your Name], how may I help you today?"

Identification: "Certainly, I can help you with that. May I ask for your name and the vehicle's make and model to better assist you?"

The Discovery: "I see you haven't serviced with us before—welcome! To ensure we have everything ready for the technician, may I have the year and the approximate mileage on the vehicle?"

Scheduling: "Let me check our availability. Looking at the next day or two, would [Day 1] or [Day 2] work better for you? I have an opening at [Time] or [Time]. Which works best for your schedule?"

Closing: "[Customer Name], you're all set. I'll see you at the service drive entrance at [Time] on [Day]. Ask for me when you arrive!"

1.2 Returning (Personalized)

"Welcome back, [Customer Name]! I’m pulling up your history now. Are we looking to handle your routine maintenance today, or have you noticed a new concern?"

1.3 The Towed-In Emergency

"We just received your vehicle. Our standard diagnostic process is [Fee], which ensures we pinpoint the exact issue. I will have an update for you by [Time]."

Section 2: Outbound

The Consultation

Transition from "order taker" to "proactive advisor" using the RIM Framework.

2.1 The RIM Recommendation Call

Introduction: "Hello [Customer Name], this is [Your Name] from Clark Hyundai. Our technician has completed the multi-point inspection. Is now a good time to review those findings?"

RELATED: "Regarding the check engine light: The technician found a faulty oxygen sensor. This directly relates to the performance issue you noticed."

IMMEDIATE: "We also found that your front brakes are at 2 millimeters. Based on our safety guidelines, these require immediate attention to ensure proper stopping power."

MAINTENANCE: "Lastly, the vehicle is due for a spark plug replacement. This isn't urgent today, but is recommended to maintain your fuel efficiency."

The Close: "To recap, we’ll handle the oxygen sensor and brakes today, and I recommend the spark plugs as well. The total investment is $[Amount]. Is it okay to proceed?"

2.2 "Selling the Green" (Trust Building)

"[Customer Name], I have some great news. We performed a full inspection, and your tires and brakes are in excellent condition. It’s clear you’ve been taking great care of your vehicle!"

Section 3: Updates

Meeting Promise Times

Maintain transparency and meet all "Promise Times".

3.1

Proactive Status Update

"Hi [Customer Name], I’m calling as promised. We are still on track for your 4:00 PM completion time. I will call you again the moment the paperwork is finalized."

3.2

The "No-Update" Update

"Hi [Customer Name], I promised to call by 10:30 AM. I don't have the final results yet as the technician is still performing tests, but I wanted to let you know we are actively working on it."

3.3

Handling the Unexpected

"While performing service, we discovered [New Issue]. I apologize for the change. To minimize impact, I have already [Solution]. We now expect you back on the road by [Time]."

Section 4: Objections

Fact-Based Reassurance

Use empathy and data to reassure the customer.

4.1 Cost / Diagnostic Fee

"I respect that concern. The diagnostic fee ensures we pinpoint the exact issue. This ensures we aren't just 'guessing', which actually saves you money in the long run. Does that clarify the value?"

4.2 Time / Scheduling Conflict

"I know your schedule is tight. We offer a 7:30 AM drop-off slot or late pickup. We also have a complimentary shuttle and loaners to make sure your day isn't interrupted."

4.3 Shop Comparison (Price)

"At Clark Hyundai, our repairs include certified parts and a nationwide labor warranty. You’re getting double the protection and peace of mind. Isn't that protection important to you?"

Section 5: Pivot

Ownership Transition

Assume full responsibility if the primary advisor is unavailable.

5.1 The 15-Minute Rule

"Your advisor, [Name], is away from their desk right now, but I would be happy to take ownership of this for you. I will check the production log and call you back personally within 15 minutes with a full update."

5.2 Grounding in the Production Log

"Let me look at our Dealertrack production log for the most accurate information. It shows here that the technician has finished the repair and the vehicle is in the final quality inspection. It should be ready in about 20 minutes."

Progress Saved!