Andy Mohr Toyota credits service adviser training program for big part of its success

For Andy Mohr Toyota in Avon, Indiana, the service adviser training program is a major component of its overall business.

“It’s huge,” Service Manager Tommy Proffer said in a telephone interview with Mega Dealer News. 

The Indianapolis-area dealership’s comprehensive service adviser training program has been an integral part of the growth of the dealership and has led to “impeccable CSI scores with Toyota," Proffer explained. 

It has also led to better employee retention

“I very rarely lose a service adviser unless they are leaving the industry," Proffer said. 

The dealership has been recognized by Toyota Corporation and is among its President’s Award winners, according to Andy Mohr Toyota’s website, The President’s Award is an honor that is given to Toyota dealerships in the country that have received the highest customer satisfaction ratings in “every single department of their dealership.” 

“Our dealership does enough business to require four service advisers at all times,” Proffer said. 

The service department always has “three very experienced service advisors,” he explained. Then, the fourth adviser is someone who is a little less experienced “but who can step in and fill in in a pinch,” he said. 

The one-year service adviser training program at Andy Mohr Toyota consists of an apprenticeship-type program, where the trainees perform hands-on work with more experienced service advisers to learn the ins and outs of the business. 

Proffer described the training as “thorough,” and said it prepares the service advisers for the many aspects of their work. 

“They do ASE training, which gets them a little more knowledge,” he said. 

The apprentice service adviser then goes through computer training systems and online scheduling systems. 

“Then they do training with Toyota, both on warranty and warranty processing along with their customer retention training," Proffer said. 

Andy Mohr’s service adviser training program has led to great feedback from its customers, as well. 

“(Customers) end up with quicker attention when they come through the door because they are going to deal with a service adviser, not a greeter," Proffer explained. "They are dealing with someone who can help them with their issues. They get a much more thorough experience."

In the future, Proffer would like to see more service adviser training from Toyota, although he maintains that the current program is “pretty solid.”