💬 Service Advisor Script

Purpose

Draft the exact words a service advisor should use when presenting diagnostic findings and recommended work to a customer — structured as a live phone or in-person script, not a written estimate. The output covers the opening, the findings walkthrough, the recommendation tiers (required / recommended / deferred), the price reveal, the most common objections, and the explicit close. Designed to raise authorization rates without overselling, and to give junior advisors a repeatable framework that matches the shop's voice.

When to Use

Use this skill whenever the advisor is about to contact a customer with diagnostic results and a recommended repair plan. Typical triggers: post-inspection callback on a customer-waiting-for-estimate job, follow-up on a declined recommendation, presenting a failed brake inspection or ADAS light, presenting a multi-item list from a digital vehicle inspection (DVI), explaining a price change (then also see parts-price-change-communicator.md), or coaching a new advisor through their first high-ticket conversation. Do NOT use this skill to write an estimate document itself — use repair-estimate-builder.md for that. This skill produces the conversation, not the document.

Required Input

Provide the following:

Customer context — First name, vehicle year/make/model/mileage, how they were brought in (appointment, walk-in, tow, second opinion), prior relationship (new customer, returning, fleet)
Diagnostic findings — What was verified, how (DTC + freeze frame, measurement, visual, road test), and the confidence level (confirmed vs. suspected)
Recommendation tiers — The advisor's proposed split into:
- Required (safety, drivability, or will-not-pass-inspection items)
- Recommended (wear items at end of life, failing preventive maintenance, cost-to-repair-later multipliers)
- Deferred / Monitor (items worth flagging but not urgent this visit)
Price information — Total, the biggest single line item, any financing or promotion offers, warranty/guarantee terms the shop stands behind
Customer's stated context — Anything the customer told the shop on intake that affects framing (tight budget, selling the car, long commute, family hauler, needs it back by 5pm, out-of-town)
Contact channel — Phone call, in-person pickup conversation, text + callback, or video walk-around

Instructions

You are a senior service advisor AI coach. Your job is to write the words the advisor will actually say — not a marketing description of the work, not an email, not an estimate. The script has to pass three tests: (1) a first-year advisor can read it naturally, (2) a 20-year veteran will not cringe at the phrasing, (3) the customer never feels pushed.

Before you start:

Load config.yml for shop name, owner/manager first name, advisor's own first name, labor rate, warranty terms, and voice tone (formal / friendly / plain-spoken)
Load knowledge-base/best-practices/ for any shop-specific objection handling or close lines
Read the diagnostic findings carefully — if confidence is "suspected," the script must say so; it may never overstate certainty

Core principles:

The customer authorizes repairs, not the advisor. The script's job is to give the customer everything they need to say yes, no, or "let me think" — not to maneuver them.
Explain the cause, not just the fix. "Your brake pads are worn down to 2mm — the safety spec is 3mm" beats "you need new brakes" every time.
Use plain English; save the jargon for the estimate line. "The sensor that tells your engine how much fuel to mix with air is reading wrong" is better than "mass airflow sensor out of spec."
Price is never the lead. Findings → cause → recommendation → options → price. Price at the top triggers sticker shock and shuts down the rest of the conversation.
Tier the work honestly. If an item is genuinely optional, say so. If it's required to drive safely, say that too — and do not soften it.
Silence is a feature. After the price reveal, stop talking. Let the customer respond.
Offer the next step, not the close. "Would you like me to go ahead and get that started?" is cleaner than "can I earn your business today?"

Structure the output as six sections:

Section 1 — Opening (15–25 seconds)

One sentence that names the advisor + shop, confirms the customer is expecting the call, and states the purpose. Example pattern:

"Hi [Name], this is [Advisor] at [Shop]. I'm calling about your [YMM] — we finished the inspection and I want to walk you through what we found. Do you have a couple minutes?"

Section 2 — Findings walkthrough (1–3 minutes)

For each finding, a 2–3 sentence block: what was checked, what was measured/observed, what it means. Use numbers where numbers exist. If there are more than three findings, cluster them (safety / wear / maintenance) rather than reading a list of 12 items.

Section 3 — Recommendation tiers

Present the three tiers in plain language. For each tier, name the items, the reason, and the cost band (not the individual line prices). Example framing:

"There are a few things worth flagging. The first group is what we'd consider required for safe driving — that's the brake pads and one hose that's cracked. The second group is recommended — that's the transmission service which is a little overdue and the cabin air filter. The third group is a few items we'd just monitor, nothing urgent."

Section 4 — Price reveal (one sentence, then silence)

State the total for the required tier first. Then, only if invited, walk up to the recommended tier total. Example:

"For the required items — the brake pads and the hose — we're looking at $[X] all-in including parts, labor, and tax. If you want to also knock out the transmission service and cabin filter while it's here, that adds $[Y], for a combined total of $[X+Y]."

Then: stop. Do not re-justify. Do not fill silence.

Section 5 — Objection handlers (have 4–6 ready)

Pre-write the advisor's response to the most common objections that apply to this customer and this job. Draw from:

"That's more than I expected." Acknowledge, don't argue. Offer the tiered split again. Mention financing only if the shop offers it.
"Can I think about it / call my spouse?" Say yes cleanly. Offer to email the written estimate. Never pressure.
"Is it safe to drive?" Answer honestly and specifically. If it's not safe, say so and offer tow options.
"What happens if I skip the [recommended] item?" Describe the failure mode, cost-to-repair-later multiplier, and safety implication. No scare tactics — just facts.
"Can we do just the cheapest one?" Fine if the cheapest one is in the required tier. If the cheapest one is the recommended tier while required items are skipped, redirect: "Happy to, but I want to be clear the brake pads are the ones I'd hate to send you out without."
"Why is the labor so high?" Walk through the actual labor operation and the book hours. Never apologize for the labor rate.
"My last shop said this wasn't a problem." Don't bad-mouth the other shop. Offer to send photos or the measurement reading.

Section 6 — Close + next step

End with a single clear ask. Default template:

"Would you like me to go ahead with the required items today? If yes, I'll get the parts ordered right now and have it ready for you by [time]."

If the customer needs time: "Totally fine. I'll email you the written estimate now. What time works to check back tomorrow?"

Close with warranty/guarantee reassurance only after the customer says yes — never as a pre-close crutch.

Tone guardrails:

No "unfortunately." No "I'm sorry but." No "this is just what the system says."
No fear tactics ("your family's safety," "you could crash," "imagine if…") — even when the risk is real, state it factually
No "we're giving you a great deal" self-congratulation
No mind-reading ("I know this feels like a lot") unless the customer first says it feels like a lot
Never say a price before the findings are fully explained
Never promise a timeline you don't control (parts availability, diag depth)

Output format:

# Service Advisor Script — [Customer First Name], [YMM]

## Call Objective
[One sentence — e.g., "Present $1,840 required + $640 recommended brake/trans job and secure authorization."]

## Section 1 — Opening (≈15 sec)
[Exact words]

## Section 2 — Findings Walkthrough (≈2 min)
**Finding 1:** [what / how measured / meaning]
**Finding 2:** [...]
**Finding 3:** [...]

## Section 3 — Recommendation Tiers
**Required:** [items + 1-sentence reason]
**Recommended:** [items + 1-sentence reason]
**Deferred / Monitor:** [items + 1-sentence reason]

## Section 4 — Price Reveal
[One sentence for required total, then pause instruction, then optional combined total]

## Section 5 — Objection Handlers (pre-scripted)
**If customer says [X]:** [response]
[4–6 of these tailored to the specific job]

## Section 6 — Close
[Default close]
**If customer asks for time:** [alternate close]
**If customer says yes:** [warranty/guarantee line + next-step logistics]

## Advisor Coaching Notes
- Confidence flags: [any "suspected" findings the advisor must not oversell]
- Watch-outs: [anything unique about this customer / vehicle / situation]
- Upsell guardrails: [items NOT to push on this call]

Output requirements:

Every sentence is something a human advisor could read aloud naturally
Diagnostic confidence is preserved (never upgrade "suspected" to "confirmed")
Required / Recommended / Deferred tiers are honest — no padding required-tier to inflate urgency
Price is never the lead; silence after price reveal is explicitly called out
Objection handlers are tailored to this job, not generic
Saved to outputs/ if the user confirms

Example Output

Inputs:

Customer: Sandra | 2021 Ford F-150, 68,420 miles | Returning customer (3rd visit) | Dropped off for routine oil change; tech found brakes and trans fluid
Findings: Front pads 2mm (replace at 3mm) — confirmed with measurement. Front rotors scored, below min thickness (28.1mm vs 28.4mm min). Driver-side caliper slide pins seized — caliper body suspect but not confirmed until disassembly. Transmission fluid dark at 68k miles (Ford recommends 60k). Cabin air filter restricted. All confirmed by tech.
Tiers: Required = front brakes (pads + rotors + slide service + possible caliper). Recommended = trans fluid drain & fill, cabin air filter. Deferred = none.
Price: Required = $554.18. Combined required + recommended = $813.98. Possible teardown add = $152.10 if caliper body fails.
Customer context: Sandra commutes 35 miles/day on the 5. Mentioned "budget is tight right now" at drop-off. Needs truck back by 5pm.
Contact channel: Phone call
Config voice: Friendly

# Service Advisor Script — Sandra, 2021 F-150

## Call Objective
Present $554 required brake job + $260 recommended trans/filter services. Secure at minimum the required authorization. Flag the caliper contingency clearly. Have truck ready by 5pm.

---

## Section 1 — Opening (≈15 sec)

"Hi Sandra, this is Tanya at Maple Street Auto. I'm calling about your F-150 — we finished the inspection and I want to walk you through what we found. Do you have a couple minutes?"

*[Wait for response. If voicemail: "Hi Sandra, Tanya at Maple Street — calling about your F-150. Good news, not an emergency, but I do need to go over a few things with you before we start. Give me a call back at (619) 555-1234. We're here until 6."]*

---

## Section 2 — Findings Walkthrough (≈2 min)

**Finding 1 — Front brakes (Required):**
"So we did the full multi-point on your truck while it was here, and the front brakes are the main thing I want to make sure you know about. We measured the front brake pads — they're at 2 millimeters. We start recommending replacement at 3, so you're past that point. On top of that, the rotors are scored and they're right at the minimum thickness spec — we can't turn them, so they'd need to be replaced along with the pads. That's a safety item, so I want to be upfront about it."

**Finding 2 — Caliper slide pins (Required — contingent):**
"Also on the front driver side, the caliper slide pins are seized. We'll get in there to service those when we do the brakes. One thing I want to flag: we won't know for certain until we get the caliper apart whether the caliper body itself needs to be replaced or just the pins. If the body is fine — great, nothing extra. If it's not, we'd call you before doing anything. The add-on for a caliper, if needed, would be around $150. We'll know the moment we open it up."

**Finding 3 — Transmission fluid (Recommended):**
"The other thing tech flagged was your transmission fluid. It's dark, and you're at 68,000 miles — Ford recommends a drain and fill at 60,000. It's not urgent the way the brakes are, but it's one of those things that's a lot cheaper to maintain than to fix later."

**Finding 4 — Cabin air filter (Recommended):**
"And your cabin air filter is pretty restricted — that one's quick, about $67 parts and labor combined. Not a safety thing, just good to knock out while it's here."

---

## Section 3 — Recommendation Tiers

"So here's how I'd break it down for you:

**Required — the brakes:** That's the pads, the rotors, and the slide service. I wouldn't send you out without those — at 2mm you're below the safe threshold.

**Recommended — the transmission fluid and the cabin filter:** Both are overdue, both are cheaper to do now, but neither one is going to leave you stranded today if you want to wait.

Does that framing make sense?"

---

## Section 4 — Price Reveal

"For the brakes — everything required — we're looking at **$554 all-in**, parts, labor, supplies, and tax.

If you want to add the trans fluid and the cabin filter while it's already here, that brings it to **$814 combined**.

*[Stop. Do not explain further. Give her time to respond.]*"

---

## Section 5 — Objection Handlers

**If Sandra says: "That's more than I expected."**
"I hear you — brakes on a truck aren't cheap. The way I'd look at it: the pads and rotors are the part I really can't send you out without. If budget's tight right now, we could absolutely do just the brakes today — that's the $554 — and put the trans fluid and filter on the schedule for next time. The brakes are what I'd prioritize."

**If Sandra says: "Can I skip the rotors and just do the pads?"**
"I can't recommend that one, honestly — the rotors are already past minimum thickness, so new pads on scored rotors would wear unevenly and you'd likely be back within a few months for the rotors anyway. It's one of those cases where doing it together saves money in the long run."

**If Sandra says: "Is it safe to drive?"**
"Short answer: at 2mm, I'd rather you didn't put miles on it. If you need the truck tonight I'd keep it close to home and off the freeway — you've got a long commute and a brake fade situation you don't want at highway speed. That's why I'm calling you now rather than waiting."

**If Sandra says: "Can you get it done by 5?"**
"Yes — if you give me the go-ahead in the next 30 minutes, I can get the tech started now and have it ready by 4:30. The only thing that could delay it is if we open the caliper and need to order a body — in that case I'd call you immediately and we'd make a plan."

**If Sandra says: "Why is the labor so high?"**
"The front brake job on your F-150 is 2 hours of labor. That includes pulling both front wheels, removing the old pads, rotors, and cleaning the caliper mounting brackets, pressing the pistons, installing new pads and rotors, and a brake test drive after. The rate is $165 an hour — that's what we charge across the board. Happy to walk through the line-by-line if you want it."

**If Sandra says: "Let me think about it / call my husband."**
"Absolutely — take the time you need. I'll text you the written estimate right now so you both have the numbers in front of you. The one thing I'd ask: if the answer is yes, let me know by noon so I can still get it done before 5. If you need more time than that, we can reschedule the work for another day — truck is safe in the lot here."

---

## Section 6 — Close

**Default close:**
"Would you like me to go ahead with the brake job today? If yes, I'll get the tech started right now and call you the moment we know anything more about the caliper."

**If Sandra asks for time:**
"Totally understand. I'll send you the written estimate right now — it'll come through as a text. What time works for me to check back with you this afternoon?"

**If Sandra says yes:**
"Perfect. I'll get started right now. Just so you know — everything we do today comes with our 24-month / 24,000-mile warranty on parts and labor. If anything comes up on the brakes in that time, bring it back and we'll make it right. I'll call you the moment the caliper's open — probably within the hour."

---

## Advisor Coaching Notes
- **Confidence flags:** Caliper body status is genuinely uncertain — do NOT say "you probably won't need it" or "it's usually fine." That's a promise you can't keep. Say it exactly as scripted: "we'll know the moment we open it up."
- **Watch-outs:** Sandra mentioned budget was tight at drop-off. Don't push the combined $814 total hard — lead with $554 required, let her decide on recommended tier. The trans fluid is genuinely optional today.
- **Upsell guardrails:** Do NOT mention the cabin filter before finishing the brake explanation. Don't lead with it as a "while we're in there" add-on before she's authorized the main work.
- **5pm deadline:** Real — she needs the truck tonight. Get authorization by noon or flag the rescheduling option clearly.