Training Programs

Service Manager

Participants of this course will learn a step-by-step system to improve their results in increased sales and customer experience scores. Instruction for this course will be conducted remotely through Chris Collins On Demand video based training and live in person classroom facilitated training conducted by a live Chris Collins Certified Instructor.

Service managers that participate in this program will learn a system that will help them hold their employees accountable to hitting their goals. Managers will learn how to create an environment to improve their customers’ experience from the moment the customer enters the dealership to the delivery of the completed vehicle. Through this system, service managers will lean how to retain customers, sell/convert more in a relationship based sales system, build instant trust and rapport, and earn “customers for life”. In addition, each attendee will receive a service manager workbook and resource guide with step-by-step instruction, diagrams, time saving templates, and worksheets.

Fixed Ops Mental Overhaul

Service managers in this course will learn to set clear personal and department goals in this course. Success is attracted to clarity and this course is designed to have managers in the right frame of mind needed to transform their departments.

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Topics include:
• Adopting the right mindset
• An exercise on clarity
• Goals 1: How to be a heat seeking missile
• Goals 2: How do you know if you’ve won or lost

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Ops Financial Training

Service managers will learn how to read a financial statement and how to achieve maximum profit. They will learn a complex pricing strategy to increase profitability while remaining competitive in their market.

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Topics include:
• Foundation of industry – Fixed absorption
• How to make your service department profitable – Effective labor rate
• Pricing strategy 1 & 2
• Maintenance labor 1 & 2
• Repair and competitive labor

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Service Drive Judo

Managing the flow of traffic coming into a service drive is a challenge. Bottlenecks in flow must be eliminate to create the most efficient work flow. Service Drive Judo is a course designed to eliminate bottlenecks in workflow to improve the customer experience and increase shop efficiency.

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Topics include:
• The theory of constraints
• Service drive judo architecture
• Lateral support
• Managing a ‘quick lube’
• Technician and team pay plans

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Gasoline on Fire

Managers will learn how to inspect what the expect in this course with tools to hold all of their employees accountable to following a system and motivate them to increase sales through utilizing game theory, AKA Gamification. Managers will learn to maximize sales on each customer repair order by decreasing missed opportunities.

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Topics include:
• Shift Meetings,
• Spiff Tracking,
• The Inspection System,
• Creating Maintenance Intervals,
• Accountability: Service Advisors,
• Accountability: Technicians,
• Missed Opportunities.

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Service Advisor Pay Structure

Managers will learn how to create a performance based pay plan for their commissioned service advisors by following our proven formula. They will learn how to create minimum sales requirements, and to create a consistent standard of performance across the department.

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Topics include:
• Service advisor pay plan 1
• Service advisor pay plan 2
• Review of minimum requirements

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Best in Show Recruiting

Managers in this course will be given tools to implement an effective recruiting strategy for every position in their department, complete with learning how to write effective ads to recruit top talent, how to conduct and interview, and a strategy to create an applicant pool to fill positions in a growing, fast-paced environment.

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Employment ads and interview guides are included in this course for service advisors, technicians, and all support personnel.

Topics include:
• Building teams
• 3 steps to upgrading your team
• Support staff
• Your secret weapon: Group interviews
• The support in-person interview
• ‘Top Dog’ advisors – the ad and interview
• Service advisors – the in-person interview
• Technicians – the ad, phone and in-person interview

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Car Doctor Clinic

Managers will learn how to host a car doctor clinic from start to finish in this module. A car doctor clinic is a marketing event designed to drive traffic into the service department.

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Topics include:
• Clinic process overview
• Service manager overview
• Business development center appointment setting
• The sponsors gift bags
• Event logistics
• Meetings – service advisors, parts and technicians

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Gamification

Gamification is using game thinking or strategy in non-game, real world setting to problem solve or increase user contributions. It is used to drive sales, improve employee job satisfaction and increase employee morale by creating a fun working environment utilizing games and game theory…

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In this module, managers will learn the theory behind Gamification and how to implement it in their departments.

This includes:
• Football
• For Get It
• Hangman
• Jenga
• Poker
• Rat Race
• Root Beer
• Sales Olympics
• Tic Tac Pong
• Uno
• Baseball
• Card Ninja
• And many others

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Price Details

Chris Collins High Performance Service Manager Academy 101

Total Duration: 6 months.

Course Hours: 4 in-person training sessions (8 hours each, approx. 4 per Module) = 32 hours

Approx. 2 hours On-Demand training per Module = 8 hours

Total Hours: 40 Hours

Delivery Method: Training is delivered through a combination of in-person training sessions, scheduled throughout a 6-month period and delivered at client’s location, and remote On Demand training sessions.

Course Capacity: Maximum of 20 participants.

Cost: $8,000.00 CAD per participant.

Chris Collins High Performance Service Manager Academy 102

Total Duration: 6 months.

Course Hours: 4 in-person training sessions (8 hours each, approx. 4 per Module) = 32 hours

Approx. 2 hours On-Demand training per Module = 8 hours

Total Hours: 40 Hours

Delivery Method: Training is delivered through a combination of in-person training sessions, scheduled throughout a 6-month period and delivered at client’s location, and remote On Demand training sessions.

Course Capacity: Maximum of 20 participants.

Cost: $8,000.00 CAD per participant.

Service Advisor

Participants of this proprietary Chris Collins service advisor training course will learn a step-by-step system to improve their results in increased sales and customer experience scores of their automotive dealership business. Instruction for this course will be conducted remotely through Chris Collins video based training and live in person classroom facilitated training conducted by a live Chris Collins certified instructor.

This system covers service advisor and customer interaction from the moment the customer enters the dealership to the delivery of the completed vehicle. Through this system, service advisors will learn how to retain customers, sell/convert more in a relationship based sales system, build instant trust and rapport, and earn “customers for life”. In addition, each attendee will receive a workbook (at no charge) and resource guide with step-by-step instruction, diagrams, time saving templates, and worksheets.

Your personal Chris Collins Inc. coach will schedule two weeks of in-dealership training for the service department staff. Managers and their employees will get hands-on training, ongoing support, resources, and a report of their progress towards their goals. Managers will receive hands-on leadership and industry specific business training as part of our program for service managers. In this program, service department personnel will learn customer service and sales techniques in a live business setting.

Mission Possible

Service advisors will learn the value of and how to build a loyal customer following. They will be taught the role of service advisor in dealership by learning how their sales performance has a direct impact in profitability.

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Topics include:
• Hours per repair order
• Effective labor rate
• Maintenance
• Repair
• Competitive labor

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Mind Prep

Service advisors will learn the keys to successfully connecting with customers.

Topics include:
• Intro to mind prep
• Adopting the right mentality and attitude
• Dressing to impress
• Keys to success in building a loyal customer following

Circle of Trust

Service advisors will learn thirteen steps to follow with every customer from the moment they arrive in the dealership to when they leave completely satisfied.

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Topics include:
• Building instant connections
• Checking history and advising
• Inspection sheet report cards
• Two hour connection methodology
• How to be committed to excellence
• Sales calls scripts
• Decline lines
• Quality control
• Dos and don’ts and best practices

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Pet the Dog

Service advisors will learn how to conduct a proper walk around, designed to instantly connect with a customer to establish trust and build rapport.

Topics include:
• Introduction and best practices
• Dealing with pattern interruptions

Selling Maintenance

Service advisors will learn how to educate their customers on how to properly maintain their cars by learning how to present and sell maintenance items recommended during the inspection process.

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Topics include:
• Brake fluid replacement
• Power steering fluid service
• Fuel system cleaning
• Coolant service
• Selling alignments

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Handling Difficult Customers

An advanced module designed to teach service advisor how to work with difficult customers. They will learn how to diffuse stressful situations that arise when customers whose need for large repairs arise unexpectedly.

Topics include:
• Adopting the right mindset
• Dealing with pressure and tension

Five Keys to Selling Tires

A sales course designed to help service advisors increase their tire sales. They will learn how to measure tire tread, conduct a needs analysis, and present a good, better and best option for new tire purchases.

Topics include:
• Interacting with the customer (taking control, walk-around, show and tell)
• Needs analysis

Time Management

Proper time management is essential to creating a world-class customer experience. This course will train service advisors on how to stay in front of the communication cycle. They will learn how to track sales to achieve their monthly sales goal with a system that will help them follow up with customers on future repairs needed.

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Topics include:
• Fundamentals of goal setting
• Keeping and using a logbook
• The piggy bank

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Price Details

Chris Collins Service Advisor Academy 101

Total Duration: 6 months.
Course Structure and Hours:

OPTION A
2 in-person offsite classroom training sessions (8 hours each) = 16 hours
2 remote webinar training sessions (4 hours each) = 8 hours
0.5 hours online training per Module (8 modules) = 4 hours
Total: 28 hours

OPTION B
4 in-person classroom training sessions (8 hours each) = 32 hours
2 remote webinar training sessions (4 hours each) = 8 hours
0.5 hours online training per Module (8 modules) = 4 hours
Total: 44 hours

Delivery Method: Training is delivered through a combination of in-person training sessions, scheduled throughout a six-month period and delivered both in-person classroom training, and online video based training sessions.

Course Capacity: Maximum of 20 participants.

Cost:

OPTION A
2-4 trainees= $4,000 CAD per person
5-7 trainees= $3,500 CAD per person
8-11 trainees=$3,000 CAD per person
12+ trainees= $4,500 CAD per person

OPTION B
2-4 trainees= $6,000 CAD per person
5-7 trainees= $5,500 CAD per person
8-11 trainees=$5,000 CAD per person
12+ trainees= $4,500 CAD per person