Learners practise greeting and acknowledging customers, using names naturally, listening and reflecting concerns, explaining MOT and service results using plain language and visuals, presenting options without pressure, securing clear authorisation, handling objections around cost or trust, and taking ownership when delays or mistakes occur, with coaching feedback focused on empathy, clarity, tone, and confident structure.
A set of AI coaching simulations aligned to the nano tips, where learners interact with an AI customer and receive feedback from an AI coach using the Recall, Reflect, Apply framework after each response.
| CPD Type | Eligibility | Credits |
|---|---|---|
| Professional Register |  |
3 |
| TechSafe | N/A | N/A |
Service Advisors who want practise handling real customer conversations in the service lane, over the phone, and when presenting MOT and Service results, especially when customers feel uncertain, stressed, or cost-conscious.
These simulations help advisors build consistent, customer-first language that lowers tension, improves understanding, and strengthens trust, which supports higher confidence in recommendations and better long-term retention.
This course content has been provided by an IMI partner, Bridge LT
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