exactly!!!!This. Service departments make way more profit than new car sales. Or used car sales. Or financing. The ideal SA, from management perspective, is one who can sell lots of unnecessary service. "Look at this! Your transmission fluid. Notice how it smells bad. You need to take care of it now!" (It always smells bad) Pushing out warranty service pumps the profit margin because warranty pays the least. Lying to delay warranty work makes the dealership more money sooner. If the customer gets frustrated and avoids bringing other warranty work in, even better. Most SAs are on commission. The honest ones get pushed out or make so little money they leave. It's one place where you want the FNG on your team. The greenest kid around.