Her stature may be small, but her sales and service skills are mighty.

Becky Merlini, service advisor of Adams Autoworx in Castro Valley, Calif., was named this year's Best Shop Worker for a reason. While she came to work for owner Bill Adams with no automotive experience whatsoever, her ability to form trust and intimacy with customers made her stand out.

Listen to her backstory [1:24], what makes her stand out from the rest [4:26], and how she was dubbed the "Shop Mom" of the auto repair business [14:57].