Technical Training for Non-Technical People

Technical Confidence for Service Advisors: Clear Conversations, Better Results

Course Overview

Knowledge is the foundation of confidence, authority, and trust.  Yet many Service Advisors struggle to explain maintenance and repair needs clearly, simply because they lack a strong technical foundation.
This course bridges that gap by providing easy-to-understand explanations of key vehicle components, what happens when they wear or fail, and how to communicate these issues to customers in a way that is simple, professional, and persuasive.
Participants will develop the confidence to hold informed conversations, answer customer questions with authority, and guide well-informed maintenance and repair decisions; strengthening trust, satisfaction, and sales performance.

Course Objectives

• Understand the operation of key vehicle systems and components - Gain a working knowledge of major vehicle parts, including the engine, braking systems, tyres, suspension, drive train, oil, clutch, water pump, timing belt, brake fluid, and air conditioning, to explain their function clearly to customers.
• Recognise how and why consequential damage occurs - Learn how component failure can lead to further vehicle damage, and how to explain these risks to customers in a way that builds urgency and trust.
• Build value into every VHC video using subtle brand reinforcement - Use "brand sparks" and professional presentation to highlight dealership quality, care, and service standards, without needing a hard sell.
• Communicate technical information in simple, customer-friendly language - Develop techniques to translate technical faults into clear, relatable explanations that customers understand and act upon.
• Strengthen your knowledge of common wear patterns, failure points, and service needs - Build deeper confidence by understanding typical signs of wear and failure in key vehicle systems; helping you answer customer questions with authority.
• Build credibility and trust through confident, knowledgeable dialogue - Position yourself as a professional advisor customers can trust — even without an engineering background — by using accurate, clear, and reassuring language.
• Support higher maintenance and repair approvals through informed conversations - Use technical understanding not to "sell" repairs, but to empower customers to make timely, confident decisions that protect their vehicle and safety.hem to approve recommended work with confidence.

What's Included?

• Event leadership by an expert facilitator
• Delegate workbook and course materials