signature classes
Service Advisor Training Signature Courses
These four courses are just a few of over 50 offered by Shaw Dealer Training. They are built for service advisors, managers, and technicians, each class teaches a specific skill on the drive — presenting factory maintenance as fact, running the Pass/Fail inspection, overcoming objections with the customer’s own words, and using technician video to earn the yes before the advisor ever quotes a price. Taught live, on your lane, by a Steve Shaw-certified trainer.
FACTORY MAINTENANCE AND DRIVEWAY SALES
The auto manufacturer has maintenance requirements — and that is a fact. It is important in your dealership that your service advisors learn how to present the factory-required maintenance as exactly that: a requirement, not an option — and how to present the additional items your dealership needs to be highly profitable. We work with your team on the service lane and teach them the proper way to position the factory maintenance to the customer as fact, and to give customers the option to buy the dealership’s best care services as well as the additional items — or the fries, as we like to call them.
THE PASS/FAIL MULTI-POINT INSPECTION
Your advisors have one job: reveal the need to the customer that is already present. That happens by utilizing the Shaw approach — Pass or Fail. The outdated technique of presenting recommended items gets left behind; yellow is seen as green, and customers move on without ever considering a purchase. The new approach — Pass/Fail — takes the gray out of the inspection: an item passes or an item fails, and the customer understands exactly their course of action. No “may need attention.” No “watch it.” Customers buy failed items 76% of the time — and your inspection finally becomes the most honest document in the dealership.
OVERCOMING OBJECTIONS USING PASS OR FAIL
An objection is not a no — it is a request for more information. Built on The Art of Pass or Fail book by Steve Shaw, this class gives your advisors the exact words for the moments that decide the ticket: “I can’t afford it today.” “I’ll take care of it next time.” “Let me think about it.” They learn the consequence conversation — what waiting costs the customer — delivered with the authority of a failed inspection behind it, not a guess. No pressure and no tricks: the need is real, the words are rehearsed, and every decline is documented with the customer’s initials, setting up the next visit.
THE HIGH-IMPACT TECHNICIAN VIDEO MPI
TikTok-style technician videos — 90 seconds or less, shot in the bay, sent to the customer’s phone before the advisor quotes a dollar. Customers buy exponentially more when the technician — the expert — reveals the need, because seeing is believing: the worn pad, the failed battery, the leaking gasket, on camera, on their own vehicle. Your technicians learn the three-beat storyboard — their name and the vehicle, the pass and fail items shown on screen, the consequence and one clear call to action — and your advisors learn to present the video face to face. The video earns the attention. The human earns the yes.
These four courses are just the starting point. Shaw Dealer Training offers more than 50 classes covering every role on the drive — service advisors, technicians, managers, and BDC teams — each one built to move a specific number on your statement. What’s above is a sample of the system; a full conversation about your store will show you the rest.
Over 50 classes. One system. Built for your drive.
Find out more about the full course library and find out which classes move the numbers you’re watching most.