The Walk-Around
The main goal of performing a walk-around with a client
What is to build client Rapport?
What is the "Prime Item" in the service process?
What is the primary reason the client brought in the vehicle?
An active write-up should transition from what back to what?
What is transition back from human interaction to vehicle interaction?
What is the purpose of a consultation in the Service Advisor process?
What is to explain technician findings and gain client approval for repairs or services.
Where can a Service Advisor go to keep track of Special Order Parts?
What is the Fast Lane
What is 5?
What is the illuminated dashboard, and all 4 corners of the vehicle?
True or False: A vehicle can be written up, even if the prime item is not confirmed
True
Identify the minimum check in cadence with a client for someone who is waiting vs not waiting
What is every hour for a waiter and once a day for a non waiter
What are the "Top 3" color-coded priority indicators in a multi-point inspection and what do they mean?
What is
1. Green - Good condition
2. Yellow - Caution/Marginal condition
3. Red - Critical condition
What is the symbol in SDL to check a client's history?
What is the books
Name the three exterior items that must be visually inspected and documented during the walk-around.
What is tires, glass, and body condition?
This questioning technique is essential when identifying a clients prime item if it is a concern
What are the 3 tiers of Group 1 menus?
What is Recommended, Preferred, and Premium
There are 3 steps that lead to de-escalation if a client says "no" for a repair. Name 1
What is
1. Keep calm
2. Ask why
3. Follow the 3 "no" rule
When an entire RO is highlighted Green in the Xtime inspect dashboard, what does that mean?
The importance of engaging the client during the walk-around, rather than performing it alone?
What is to build trust, ensures transparency, and encourages the client to take ownership in the process?
Reasoning why Service Advisors should avoid words like "broken" and "smashed"
What is because these are emotionally charged terms that can lead to miscommunication, and they are not coverable by warranty.
The client has expectations that a Service Advisor must set with them? Name 1 of the 3
What is
1. Review the multi-point inspection
2. Review media attached (pictures/videos)
3. Prompt approval
There are 4 main reasons why a client would say no to a repair. Name all 4
What are
1. Time
2. Money
3. Value
4. You
What is the letter "B" - The quote was sent both SMS and Email sent and the letter "S" means the quote was sent SMS only
Name the 7 interior walk-around steps (assuming the vehicle is turned off)
What is
1. Start the engine
2. Turn the wheels to the right
3. Check for any dash lights
4. Take a photo of illuminated dash
5. Record the mileage
6. Turn off vehicle.
7. Tag keys and vehicle
Role Play with a teammate: Convert the clients concern into an acceptable write-up
Scenario: Car is acting weird
Where on the vehicle should the active write-up take place
What is at the front of the vehicle?
There are 8 steps to do in order to ensure a Service Advisor is ready for a consultation. 4 of them are: The estimate has parts pricing and availability, estimated time of completion from the technician, ensure there is a completely filled out MPI form, and verify labor times. What are the remaining
What are
1. Make sure there is media/images attached to the multi-point inspection
2. There are minimal to no time/mileage based services
3. Check client history
4. Watch the video yourself
In CDK's SDL screen there is a field in which Group 1 requires you to fill out when a touch point is made with a client? Name this field?
What is the client upates