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Service Adviser Interview Questions

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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Service Adviser interview questions and answers.

  1. How do you manage conflict with other service advisers? See answer
  2. Which software do you use to track repairs and manage payments? What is your experience with it? See answer
  3. What do you do when you have multiple tasks to handle at the same time? See answer
  4. Have you ever experienced failure in your job? See answer
  5. How would you deal with a situation when you have a difficult customer? See answer
  6. What is the most important skill for service advisers to have? See answer
  7. How do you manage high-stress situations in the workplace? See answer
  8. Why did you become a service adviser? See answer
  9. How do you navigate situations where a customer’s vehicle isn’t working?
  10. Are you comfortable answering questions about general repairs and mechanical processes?
  11. How do you inform customers of wait times, and which factors contribute to vehicle repair wait times?
  12. Which methods do you use to manage your daily workflow?
  13. Tell me about a challenge you faced as a service adviser?
  14. What skills could you work on to become a better service adviser? 
  15. What do you do in situations where you have to sell something the client doesn’t want to buy?
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Service Adviser Interview Questions and Answers

How do you navigate situations where a customer's vehicle isn't working?

Service advisers must have knowledge of the industry. Part of this involves knowing what to do when a customer's vehicle isn't working. This requires good customer service skills and, at times, good deescalation skills. Here is what to look for in an answer:

  • Problem-solving skills
  • Knowledge of company regulations and standards for discussing options with customers
  • Respectful and courteous attitude

Example:

"I do my best to empathise with them and provide them with solutions that coincide with the company's regulations and guidelines. Upset customers like to have someone to talk to while the service adviser sends someone to retrieve or fix the vehicle."

Are you comfortable asking questions about general repairs and mechanical processes?

Ask this question to determine whether a candidate is knowledgeable of the role. Service advisers focus primarily on providing customers with services, however, they also need to know the basics of the mechanic industry. Here is what to look for in an answer:

  • Knowledge of general repairs and mechanics
  • Ability to be enthusiastic when discussing automobiles
  • Ability to find solutions for problems

Example:

"I've worked in this field for several years, and I've gotten to work with many mechanics. I believe I have excellent knowledge of general repairs and mechanical processes, and I'm comfortable discussing these with customers."


How do you manage conflict with other service advisers?

Conflict happens in any business. A promising candidate will already have a strategy in place for managing conflict and will have a proven track record to support their strategy. Here is what to look for in their answer:

  • Communication skills
  • Ability to navigate difficult situations
  • Conflict resolution skills

Example: 

Example:

"I think conflict is natural in a field where we're all so passionate about what we do. Because of this, I welcome constructive criticism. It's important that my coworkers feel heard and, when we discuss our problems openly, we can develop better relationships in the future."

Which software do you use to track repairs and manage payments? What is your experience with it?

When you ask this question, you get more information about the candidate's comfort with technology. This question will identify what their experience is with a particular software. Here is what to look for in an answer:

  • Comfort working with technology
  • Understands the significance of various programmes
  • Shows knowledge of your preferred software

Example:

"I prefer to use CDK Global because it's integrated with OEM manufacturers. The support staff wasn't always helpful when I needed assistance, however, I was able to get to resolve any problems I had."

What do you do when you have multiple tasks to handle at the same time?

The answer to this question will determine whether the candidate knows how to manage several tasks at once. It also informs you of whether the candidate has good time management skills. Here is what to look for in an answer:

  • organisational skills
  • Willingness to support several customers at once
  • Good customer service skills

Example:

Example:

"The best way for me to stay organised is to keep a checklist of all the tasks I need to complete and separate them into different priority levels. I work on them one by one until all tasks are complete."

  1. How do you navigate situations where a customer's vehicle isn't working?
  2. Are you comfortable answering questions about general repairs and mechanical processes?
  3. How do you manage conflict with other service advisers?
  4. Which software do you use to track repairs and manage payments? What is your experience with it?
  5. What do you do when you have multiple tasks to handle at the same time?
  6. How do you inform customers of wait times, and which factors contribute to vehicle repair wait times?
  7. Which methods do you use to manage your daily workflow?
  8. Have you ever experienced failure in your job?
  9. How would you deal with a situation when you have a difficult customer?
  10. Tell me about a challenge you faced as a service adviser?
  11. What is the most important skill for service advisers to have?
  12. How do you manage high-stress situations in the workplace?
  13. Why did you become a service adviser?
  14. Which skills could you work on to become a better service adviser? 
  15. What do you do in situations where you have to sell something the client doesn't want to buy?

Service advisers are liaisons between customers and automobile technicians. Candidates need to have in-depth knowledge of how the automobile industry works. Here is what to look for in an answer:

  • Customer service skills while acting as a liaison
  • Knowledge of factors that could increase wait time
  • Ability to plan strategically

Example:

"The first thing I do is remember previous jobs that were similar to the one I'm being asked about. Next, I look at the auto repair shop's schedule to see how busy they are that day. I always tell the customer that the repairs will take longer than they will in case my estimate is off."

  1. How do you navigate situations where a customer's vehicle isn't working?
  2. Are you comfortable answering questions about general repairs and mechanical processes?
  3. How do you manage conflict with other service advisers?
  4. Which software do you use to track repairs and manage payments? What is your experience with it?
  5. What do you do when you have multiple tasks to handle at the same time?
  6. How do you inform customers of wait times, and which factors contribute to vehicle repair wait times?
  7. Which methods do you use to manage your daily workflow?
  8. Have you ever experienced failure in your job?
  9. How would you deal with a situation when you have a difficult customer?
  10. Tell me about a challenge you faced as a service adviser?
  11. What is the most important skill for service advisers to have?
  12. How do you manage high-stress situations in the workplace?
  13. Why did you become a service adviser?
  14. Which skills could you work on to become a better service adviser? 
  15. What do you do in situations where you have to sell something the client doesn't want to buy?

Service advisers work on multiple tasks and with customers. Because of this, they need to have a good grasp of how to manage their time. Here is what to look for in an answer:

  • Good time management skills
  • Ability to prioritise tasks
  • Ability to communicate with coworkers

Example:

"I use scheduling tools to ensure my work is always on time and is prioritised appropriately. From here, I work on tasks one at a time and make my way through the checklist."

Have you ever experienced failure in your job?

This question will tell you what the candidate considers to be a failure and what they want to avoid in future projects. Here is what to look for in an answer:

  • Real-life examples
  • Enthusiasm for the job
  • Strategies to avoid failure in the future

Example:

 "The first service adviser job I applied to denied my application, which was very disappointing. For my next applications, I put in a lot of work and did my best to make sure I had the experience necessary to work at the company I wanted. It took me a few times, but eventually, I got a job at a great company, where I gained much of my experience."

How would you deal with a situation when you have a difficult customer?

Service advisers deal with customers every day. Because of this, they need to know how to navigate conversations with particularly difficult customers. Here is what to look for in an answer:

  • prioritises customer service 
  • Navigates difficult conversations effectively
  • Sets boundaries when necessary

Example:

"My priority is being respectful. I discuss the situation with them and try to find a compromise that works for everyone."

Tell me about a challenge you faced as a service adviser.

This question is important because it tells you what the candidate finds difficult about their job, and it provides you with insight into which tasks to assign to the candidate if they're hired. Here is what to look for in an answer:

  • Knowledge of general skills 
  • Ability to rebound from difficult situations
  • Can work through challenges

Example:

"My hardest day at work was when we were given numerous clients to talk to, and they all had these incredibly complex problems. Unfortunately, that day many people also called in sick. It was very stressful, but we got through it by using time management skills and prioritizing clients."

What is the most important skill for service advisers to have?

This question provides you with insight into how the candidate perceives themselves. It also informs you of whether the candidate will fit into your team. Here is what to look for in an answer:

  • Knowledge of service adviser skills
  • Technical skills
  • Teamwork

Example:

Example:

"I'm incredibly autonomous. When I'm assigned a task, I can complete it without being supervised excessively. When I have questions, I ask my supervisor. Beyond this, I can work well in a team to complete tasks as needed."

How do you manage high-stress situations in the workplace?

There will be times when service advisers have multiple tasks to perform at once. Because of this, they need to have a good work-life balance. Here is what to look for in an answer:

  • Ability to work in high-stress situations
  • Ability to propose solutions under stress
  • Ability to work with teams to accomplish goals

Example:

Example:

"Any job has moments that are stressful. That's why I believe in self-care and relying on those around me when I need help. I don't let things build up so that I'm not an effective employee."

Why did you become a service adviser?

This question will provide you with a linear trajectory for how the candidate started working in this role. It'll also provide you with information about what drives the candidate to continue working. Here is what to look for in an answer:

  • Ability to discuss their passions
  • Experience in the field
  • General knowledge of requirements for the role

Example:

"I became a service adviser because I've always been passionate about both the automobile industry and helping people. My favourite part of my previous jobs was always when I could help and advise my customers. I was presented with the opportunity to work as a service adviser for an auto repair company and I never regretted it."

  1. How do you navigate situations where a customer's vehicle isn't working?
  2. Are you comfortable answering questions about general repairs and mechanical processes?
  3. How do you manage conflict with other service advisers?
  4. Which software do you use to track repairs and manage payments? What is your experience with it?
  5. What do you do when you have multiple tasks to handle at the same time?
  6. How do you inform customers of wait times, and which factors contribute to vehicle repair wait times?
  7. Which methods do you use to manage your daily workflow?
  8. Have you ever experienced failure in your job?
  9. How would you deal with a situation when you have a difficult customer?
  10. Tell me about a challenge you faced as a service adviser?
  11. What is the most important skill for service advisers to have?
  12. How do you manage high-stress situations in the workplace?
  13. Why did you become a service adviser?
  14. What skills could you work on to become a better service adviser? 
  15. What do you do in situations where you have to sell something the client doesn't want to buy?

This question provides you with insight into how the candidate perceives themselves. It also tells you how the candidate will fit into your team and inform you of potential conflicts down the road. Here is what to look for in an answer:

  • Knowledge of what it takes to be a good service adviser
  • Technical knowledge of the field
  • Ability to provide solutions 

Example:

"My worst quality is that I'm incredibly stubborn. When I see a problem, whether it be with an auto repair shop or with a customer, I need to solve it. While that can come in handy, it's also annoying at times for those I work with."

What do you do in situations where you have to sell something the client doesn't want to buy?

Service advisers are primarily concerned with customers' safety and ensuring that the communication between the auto repair shops and the customer is effective. Here is what to look for in an answer:

  • Ability to prioritise customer safety
  • Ability to act as a liaison between the customer and auto repair shop
  • Ability to communicate technical knowledge to customers

Example:

"An auto repair technician won't suggest a piece of equipment unless it's essential for the overall functioning of the vehicle. So, I calmly explain the situation to the customer and why they need the part for their safety. That being said, I also can't force them to buy it."

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