Sign-In
Cart
The Service Advisor's Professional Handbook
Paperback
ISBN13: 9781065947806
Publisher: Morrison Leadership Press
Published: Nov 3 2026
Pages: 100
Weight: 0.32
Height: 0.21 Width: 6.00 Depth: 9.00
Language: English
The service advisor connects the customer, technician, parts department, and dealership. Every conversation, recommendation, authorization, and update influences customer trust and the performance of the service department.
In The Service Advisor's Professional Handbook, automotive fixed operations consultant Larry Morrison provides a practical guide to managing the complete service visit-from appointment preparation to vehicle delivery and customer follow-up.
This handbook helps service advisors:
- Prepare appointments and organize the day before customers arrive.
- Ask better questions and write clear, accurate repair orders.
- Conduct professional vehicle walk-arounds and establish authorization.
- Present inspections and recommendations clearly, without pressure.
- Coordinate with technicians, dispatch, the shop foreman, and parts.
- Communicate progress, delays, costs, and changing expectations.
- Handle objections and document approved and declined work.
- Review completed repairs, explain invoices, and deliver vehicles confidently.
- Build customer retention, professional accountability, and career skills.
Written for new and experienced service advisors, as well as managers responsible for advisor development, this handbook connects customer care with disciplined daily execution.
Also in
Business General
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Patterson, Kerry
Switzler, Al
Grenny, Joseph
Paperback
The Pig and I: The Tale of Our Relationship with a Beast We Eat
Endresen, Kristoffer Hattleland
Hardcover
Inspired: Understanding Creativity: A Journey Through Art, Science, and the Soul
Richtel, Matt
Hardcover
Quiet Girls Can Run the World: Owning Your Power When You're Not the Alpha in the Room
Holman, Rebecca
Paperback
Inclusive Conversations: Fostering Equity, Empathy, and Belonging Across Differences
Winters, Mary-Frances
Paperback
Disney's Land: Walt Disney and the Invention of the Amusement Park That Changed the World
Richard Snow
Hardcover
Climb: Taking Every Step with Conviction, Courage, and Calculated Risk to Achieve a Thriving Career and a Successful Life
Brown, Carolyn M.
Gadsden-Williams, Michelle
Paperback
The Token: Common Sense Ideas for Increasing Diversity in Your Organization
Farmer, Crystal Byrd
Paperback
Paris Chic & Trendy: Designers' Studios, Hip Boutiques, Vintage Shops
Ribes-Tiphaine, Adrienne
Paperback
The Reverse Centaur's Guide to Life After AI: How to Think about Artificial Intelligence--Before It's Too Late
Doctorow, Cory
Paperback
The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking about
Robbins, Mel
Robbins, Sawyer
Hardcover
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Review, Harvard Business
Drucker, Peter F.
Gallo, Amy
Paperback
The Risk Worth Taking: A Story of Breaking Free and Trading for a Life You Love
Ijeoma, Teri
Hardcover
Focused & Fearless Leadership: Preventing the Crisis Before It Starts
Overton, Melissa Godwin
Paperback
1873: The Rothschilds, the First Great Depression, and the Making of the Modern World
Ahamed, Liaquat
Hardcover
The Retire Sooner Method: The 5 Secrets Behind America's Happiest (and Unhappiest) Retirees
Moss, Wes
Hardcover
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Review, Harvard Business
Gervais, Michael
Duckworth, Angela L.
Paperback
The Goal: 40th Anniversary Edition: A Process of Ongoing Improvement
Cox, Jeff
Goldratt, Eliyahu M.
Paperback
Crucial Conversations: Tools for Talking When Stakes Are High
Grenny, Joseph
McMillan, Ron
Patterson, Kerry
Paperback
Take Breaks, Work Better: Measure Impact, Not Hours, and Transform Your Profitability
Briggs, John
Paperback
How to Be a Rich Old Lady: Your Guide to Easy Investing, Building Wealth, and Creating the Wild, Beautiful Life You Want
Holden, Amanda
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Review, Harvard Business
Edmondson, Amy C.
Ibarra, Herminia
Paperback
How We Could: The Framework to Lead Without Drama, Build Alignment, and Call Teams to Greatness
Dorr, Alex
Hardcover
The Everywhere Millionaire: Who Is Really Rich in America and How They Got There
Zwick, Eric
Zidar, Owen
Hardcover
Money Unlocked: How to Make It, Keep It and Multiply It: The New York Times Bestseller
Lee, John
Paperback
The Freedom-Based Business Method: Reset, Systemize, and Realign Your Business to Live a Life of Harmony
Ellis, Natalie
Hardcover
The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living
Holiday, Ryan
Hanselman, Stephen
Hardcover
A Guide to the Project Management Body of Knowledge (Pmbok(r) Guide) -- Eighth Edition and the Standard for Project Management
Project Management Institute
Paperback
Conversation: How to Connect with Anyone & Make Every Interaction Count
Van Edwards, Vanessa
Hardcover
The Courage to Commit: Embrace the Radical Power of Sticking with Something
Johnson, Shawn
East, Andrew
Hardcover
Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life
Johnson, Spencer
Hardcover
Surrender to Lead: The Counterintuitive Approach to Driving Extraordinary Results
Kriegel, Jessica
Terry, Joe
Hardcover
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
The Infinity Machine: Demis Hassabis, Deepmind, and the Quest for Superintelligence
Mallaby, Sebastian
Hardcover
The Millionaire Next Door: The Surprising Secrets of America's Wealthy
Danko, William D., PH. D.
Stanley, Thomas J., PH. D.
Paperback
Dummies Guide to Starting Your Own Business: Essential Steps to Launching and Scaling a Successful Small Business Venture
Press, Essywrites
Paperback
7-Figure Educator: Turn Your Experience as an Educator Into Income, Impact, and Freedom
Jordan-Thomas, Erica
Paperback
Confidence (HBR Emotional Intelligence Series)
Chamorro-Premuzic, Tomas
Review, Harvard Business
Kanter, Rosabeth Moss
Paperback
Get Scalable: The Operating System Your Business Needs To Run and Scale Without You
Deiss, Ryan
Paperback
Never Split the Difference: Negotiating as If Your Life Depended on It
Raz, Tahl
Voss, Chris
Hardcover
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Bouwer, Tom
Wickman, Gino
Hardcover
I Will Teach You to Be Rich: No Guilt. No Excuses. Just a 6-Week Program That Works (Second Edition)
Sethi, Ramit
Paperback
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Twenty Minutes Is the New Hour: The Ambitious Woman's Guide to Doing Less and Achieving More
Hauser, Fran
Hardcover
The Overthinker's Guide to Making Decisions: How to Make Decisions Without Losing Your Mind
Nguyen, Joseph
Hardcover
Stop Asking for Referrals: Build a Magnetic Business Through Intentional Care & Real Relationships
McNally, Flor de Maria
Paperback
Mindful Listening (HBR Emotional Intelligence Series)
Review, Harvard Business
Hougaard, Rasmus
Zenger, Jack
Paperback
Hábitos Atómicos: Cambios Pequeños, Resultados Extraordinarios / Atomic Habits
Clear, James
Paperback
The Eureka Machine: Why AI Is the Key to Unlocking a New Era of Scientific Discoveries
Socher, Richard
Hardcover
Expecting Better: Why the Conventional Pregnancy Wisdom Is Wrong--and What You Really Need to Know
Oster, Emily
Paperback
How to Work with Complicated People: Strategies for Effective Collaboration with (Nearly) Anyone
Leak, Ryan
Hardcover
Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience
Brown, Brené
Hardcover
A Little More Social: How Small Choices Create Unexpected Happiness, Health, and Connection
Epley, Nicholas
Hardcover
Influence and Persuasion (HBR Emotional Intelligence Series)
Cialdini, Robert B.
Review, Harvard Business
Morgan, Nick
Paperback
Money to Burn: The Unvarnished Truth about Leon Black, Apollo, and the Rise of a New Wall Street
Cohan, William D.
Hardcover
Building Great Businesses: Create Momentum, Overcome Setbacks, and Scale with Confidence
Becker, Scott
Hardcover
Crucial Accountability: Proven Skills to Build Trust, Address Disappointment, and Get Results, Third Edition
Hale, Justin
Patterson, Kerry
Grenny, Joseph
Hardcover
Happiness (HBR Emotional Intelligence Series)
Review, Harvard Business
McKee, Annie
Gilbert, Daniel
Paperback
Power and Impact (HBR Emotional Intelligence Series)
Bregman, Peter
Review, Harvard Business
Cable, Dan
Paperback
Getting to Yes: Negotiating Agreement Without Giving in
Ury, William
Patton, Bruce
Fisher, Roger
Paperback
Mindfulness (HBR Emotional Intelligence Series)
Review, Harvard Business
Langer, Ellen
Goleman, Daniel
Paperback
No Experience Necessary: Why Betting on Yourself in Your Twenties Is the Best Decision You'll Ever Make
Harary, Ronnen
Hardcover
The Algorithm: The Hypergrowth Formula That Transformed Tesla, Lululemon, General Motors, and Spacex
McNeill, Jon
Hardcover
From Operator to Owner: The Entrepreneur's Guide to Running a Business That Doesn't Run You
Landry, Liz
Hardcover
Hbr's 10 Must Reads on Strategy, Updated and Expanded (Featuring the Five Competitive Forces That Shape Strategy by Michael E. Porter)
Review, Harvard Business
Porter, Michael E.
Kim, W. Chan
Paperback
The Way of Excellence: A Guide to True Greatness and Deep Satisfaction in a Chaotic World
Stulberg, Brad
Hardcover
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Review, Harvard Business
Grant, Heidi
Goleman, Daniel
Paperback
The Phoenix Project: A Novel about It, Devops, and Helping Your Business Win
Kim, Gene
Behr, Kevin
Spafford, George
Paperback