Mastering the Art of Service Upselling

Upselling with Integrity: Add Value, Build Loyalty, Drive Profit

Course Overview

Upselling is not about pushing products; it’s about offering customers valuable solutions that enhance their ownership experience and protect their investment.
This course teaches Service Advisors how to increase the average invoice value by recommending additional services and products that benefit the customer.
When upselling is approached suggestively, professionally, and with a clear focus on improving the customer experience, it not only drives higher revenue, but also strengthens trust, loyalty, and satisfaction.  Participants will develop the mindset, language, and techniques needed to upsell naturally, confidently, and profitably.

Course Objectives

• Pre-qualify upsell opportunities to focus on genuine customer needs - Learn how to assess each situation professionally, ensuring that upsell recommendations are relevant, valuable, and customer-focused.
• Understand and apply the AIDA psychological buying process - Master how to move customers through Attention, Interest, Desire, and Action, using subtle techniques that enhance persuasion without pressure.
• Develop service level upgrades that add genuine customer value - Create tailored upgrade options that improve the customer's experience, extend vehicle care, and naturally increase invoice value.
• Use targeted questions as your main persuasion tool - Ask the right questions at the right time to uncover customer needs, introduce solutions, and guide the customer toward positive decisions.
• Position price in a way that amplifies perceived value - Learn how to present pricing professionally; focusing on the benefits and value, rather than cost — to make additional purchases feel like smart decisions.
• Confidently introduce and invite interest in additional products - Recommend relevant extras like service plans, air conditioning servicing, brake fluid changes, and wheel alignment in a way that feels suggestive, not pushy.
• Ask for the order; and respond professionally if the customer says "no" - Move confidently to securing agreement and use professional responses when customers hesitate, ensuring the conversation stays positive and open.

What's Included?

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