trc-client-core/src/copy/pages/service-advisor.md

The core of the TRC Client

---
name: Service Advisor
title: Service Advisor Certification (TSA21)
---

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        <p><strong>What is the TSA21 Service Advisor Certification?</strong></p>
        <p>It's a Toyota/Lexus recognised qualification for service staff meeting TSM Foundation standards.</p>

        <p><strong>Who should complete the TSA21 Service Advisor Certification?</strong></p>
        <p>All Service Advisors, Service Administration staff and Workshop staff who interact with the customers as part of their current role. </p>

        <p><strong>When does the TSA21 Service Advisor Certification expire? </strong></p>
        <p>3 years from achievement of certification. (Successful completion of Examination and Manager Evaluation)</p> 
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            <h2 class="hug-top">More reasons to become a Certified Service Advisor.</h2>
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                <li>Receive a framed TSA21 Certificate </li>
                <li>PLUS an engraved Certification TSA21 Pen </li>
                <li>PLUS you will have the knowledge and skills to be a Certified Service Advisor TSA21</li>
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<h2 class="Bar Bar-service l-row">How do I become a Certified Service Advisor TSA21?</h2>

### <span class="t-red">STEP 1\.</span> Successfully complete the following compulsory Service Advisor Foundations and Toyota Way 4 Dealers online modules:

**Service Advisor Foundations: (eLearning Modules)**

*   SPK2801 : Service Advisor Introduction
*   SPK2901 : Service Advisor Customer Experience
*   SPK3001 : Service Advisor Concern Handling
*   SPK3101 : Service Advisor Maintenance Reminder and Appt Booking
*   SPK3201 : Service Advisor Reception and Production Booking
*   SPK3301 : Service Advisor Delivery and Post-Service Follow-up
*   SPK3401 : Service Advisor Process Control Board and Repair Order

**Toyota Way 4 Dealers: (eLearning Modules)**

*   SPK4501 : Toyota Way Foundations
*   SPK4601 : Toyota Way in Sales and Marketing
*   SPK4701 : Employee and Customer Engagement
*   SPK4801 : Toyota Production System

### <span class="t-red">STEP 2.</span> REGISTER and ATTEND the Service Advisor Foundations (SAL1) 2 day face-to-face training course.

**(Note: All online modules to be completed before attending the Service Advisor Foundations Course)**

### <span class="t-red">STEP 3.</span> Successfully complete the following post course assessment activities via the Learning Centre:

*   TSA21_L1 Service Advisor Certification Foundation Exam
*   TSA21_EVAL Service Advisor Performance Evaluation

* * *

### Upon successful completion of Steps 1, 2 & 3, the Certified TSA21 Service Advisor will be rewarded with:

*   Framed Certification TSA21 Certificate
*   Engraved Certification TSA21 Pen

**Note: Service Advisor Certification Exam**

_The exam pass rate is 90%, with 3 attempts available. If you do not qualify, and have already attended the Service Advisor Foundations 2 day face to face course, please contact our Training Team directly on 1300-842842 to discuss the next steps. If you do not qualify and have not yet attended the Service Advisor Foundations course please register for the next course available in your region._

<h2 class="Bar Bar-service l-row">Service Advisor Re-certification</h2>
### Have you previously achieved your TSA21 Service Advisor Certification?

**If yes, then the good news is, retaining your Certification simply involves completing:**

1.  Service Advisor Certification Exam (TSA21_L1)
2.  Service Advisor Performance Evaluation (SA_EVAL)

**Important:**

_The exam pass rate is 90%, with 3 attempts available. If you don't qualify, please register for the next Service Advisor Foundations training course scheduled in your region via the Learning Centre. Completion of the various e-learning modules on the Learning Centre is also required._

On successful completion of the Service Advisor Certification Exam and Performance Evaluation, you'll be re-Certified with the TSA21 Service Advisor qualification for a further 3 years post certification date, and also receive:

*   Framed Certification TSA21 Certificate
*   Engraved Certification TSA21 Pen