Title Page
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Conducted on
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Location
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Personnel
GUEST GREETING
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Friendly and Smiling
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Introduces self and welcomes to VIOC
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Asks if been with us before?
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Did the CSR adequately explain SERVICE EXPECTATION and INTRODUCE TEAM?
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Explain how we check the following:
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Safety Items
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Efficiency of the Vehicle
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Systems and Fluids
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Did the CSR explain the Callouts?
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Was Guest Information verified including:
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Mobile Phone
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E-mail
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Cabin list verified?
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After light / wiper check, did the CSR ask for the sale?
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Did CSR have guest turn off lights?
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Foot off brake after keys in box?
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Did the CSR call out VO/VA/ft.lbs before oil presentation?
Oil Presentation
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Did CSR explain three oils to choose from on correct screen?
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Did CSR make personal recommendation?
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Small talk before battery tested?
Service Recommendations
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Set up presentation correctly? Explain process, mention CarFax, ask to update records manually.
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Present good items first?
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Was "NO" from guest followed up?
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Systems and Fluids: Did CSR explain that recommendations are from OEM?
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Prioritize on mileage? Ask for sale now?
Effeciency
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Filters side by side, 12-month 'in hand?'
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Mention performance guarantee on 2-part?
Finalize Invoice
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Review services selected, fluids filled, tire pressure?
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Ask if there is anything else we may perform?
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Highly satisfied with visit?
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Point out phone and SMG survey?
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Group Goodbye?
GEMSS
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Gestures with hands?
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Eye contact; not talking to computer.
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Proper posture? Faces guest, does not lean/slouch?
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Enthusiastic, friendly, confident?
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Always smiles when interacting with the guest?
Performance
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Ticket total?
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New or Returning guest?
- NEW
- RETURNING
