CSR Spotlight

• Conducted on

  Date
• Location
  Address

• Personnel

GUEST GREETING

• Friendly and Smiling

  Yes

  No

• Introduces self and welcomes to VIOC

  Yes

  No

• Asks if been with us before?

  Yes

  No

• Did the CSR adequately explain SERVICE EXPECTATION and INTRODUCE TEAM?

  BOTH

  Team Only

  Service Expectation Only

  None

• Explain how we check the following:

• Safety Items

  Yes

  No

• Efficiency of the Vehicle

  Yes

  No

• Systems and Fluids

  Yes

  No

• Did the CSR explain the Callouts?

  Yes

  No

• Was Guest Information verified including:

• Mobile Phone

• E-mail

• Cabin list verified?

  Yes

  No

  N/A

• After light / wiper check, did the CSR ask for the sale?

  No lights out

  Did not ask for sale.

  Asked for sale

• Did CSR have guest turn off lights?

  Yes

  No

  N/A

• Foot off brake after keys in box?

  Yes

  No

  N/A

• Did the CSR call out VO/VA/ft.lbs before oil presentation?

  Yes

  No

  N/A

Oil Presentation

• Did CSR explain three oils to choose from on correct screen?

  Yes

  No

• Did CSR make personal recommendation?

  Yes

  No

  N/A

• Small talk before battery tested?

  Yes

  No

  N/A

Service Recommendations

• Set up presentation correctly? Explain process, mention CarFax, ask to update records manually.

  Yes

  No

• Present good items first?

  Yes

  No

  N/A

• Was "NO" from guest followed up?

  Yes

  No

• Systems and Fluids: Did CSR explain that recommendations are from OEM?

  Yes

  No

• Prioritize on mileage? Ask for sale now?

  Yes

  No

  N/A

Effeciency

• Filters side by side, 12-month 'in hand?'

  Yes

  No

  N/A

• Mention performance guarantee on 2-part?

  Yes

  No

Finalize Invoice

• Review services selected, fluids filled, tire pressure?

  Yes

  No

  N/A

• Ask if there is anything else we may perform?

  Yes

  No

• Highly satisfied with visit?

  Yes

  No

• Point out phone and SMG survey?

  Yes

  No

• Group Goodbye?

  Yes

  No

GEMSS

• Gestures with hands?

  Yes

  No

• Eye contact; not talking to computer.

  Yes

  No

• Proper posture? Faces guest, does not lean/slouch?

  Yes

  No

• Enthusiastic, friendly, confident?

  Yes

  No

• Always smiles when interacting with the guest?

  Yes

  No

Performance

• Ticket total?

• New or Returning guest?

  Select NEW RETURNING

  • NEW
  • RETURNING