Service Advisor Certification Program Curriculum
Course 1: The Mission of the Service Advisor
- Workbook
- Key Takeaways
- Additional Resources
Course 2: The Master Advisor
- Module 1: Introduction
- Module 2: What It Means to be a Master Advisor
- Module 3: Mindset
- Module 4: Tools
- Module 5: MRAA Pro Tip: Communication Tools
- Module 6: The Ultimate Tool and Visual Selling Aids
- Module 7: Habits
- Module 8: MRAA Pro Tip: Visual Aids and Implementation
Course 3: Sell Your Way to Customer Loyalty
- Module 1: Introduction
- Module 2: Sell What Makes Boating Better
- Module 3: Key Performance Indicators, Part 1
- Module 4: Key Performance Indicators, Part 2
- Module 5: Overcome Objections
- Module 6: Sell Truths
- Module 7: Implementation
Course 4: Perfect Your Process
- Module 1: Introduction
- Module 2: The Service Advisor’s Process and Write-Up
- Module 3: Scheduling, Dispatch and Workflow
- Module 4: Repair and Parts
- Module 5: Quality Control, Delivery and Follow-Up
- Module 6: Implementation
Course 5: Soft Skills for Hard Situations
- Module 1: Introduction
- Module 2: LUV
- Module 3: Conflict Resolution
- Module 4: Leadership and Coaching Up
- Module 5: MRAA Pro Tip: Phone, Email, Text, Video
- Module 6: Implementation
Course 6: Manage and Improve Yourself
- Module 1: Introduction
- Module 2: Time Management
- Module 3: Stress Management
- Module 4: Organization, Documentation and Follow-Through
- Module 5: Boats, Boaters and Boating
- Module 6: Implementation
Course 7: Where Do You Go From Here?
- Module 1: Continued Implementation
- Module 2: Keep Learning with the MRAA
- Module 3: Prepare For Your Exam
- Module 4: Commitment To Improvement and Conclusion
