VIOCT CSR Score SuperPro

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CSR Team Member

Guide In

Ensure the bay door is open enough to clear the top of the vehicle.
Look to see that the catwalk is clear before guiding the guest into the bay and over the pit opening: CALL OUT: “Clear for guest, Bay #!” If bottomside responds “Standby!” wait until clear before guiding the guest in
Stand outside the yellow lines and use clear hand signals to guide the vehicle into the bay and over the floor opening.
Stop the vehicle when the front bumper is within the blue stripe or beyond. Never go past the blue line and always ensure you pull the vehicle up to the blue line never leaving a big open gap. NOTE: This step is optional for franchise systems
Once the vehicle is in the proper position, look the guest in the eye, smile, give thumbs up, and make a positive comment to the guest like: “Good job, nice job, excellent, perfect, etc.”

Greeting in the Bay

Welcome the guest to Valvoline (or Great Canadian Oil Change) by: • Offering assistance • Introducing yourself • Thanking them for choosing us. EXAMPLE CONVERSATION: Good afternoon! How are you doing today? Guest: “I’m doing wonderful thank you.” What can we do for you today? Guest: “I’d like an oil change please.” Awesome! We are happy to take care of that for you today! My name is (Jose). If you need anything throughout your service just let me know
Ask the guest to place the vehicle in park (automatic transmission) or neutral (manual transmission) and to engage the emergency brake and take their foot off the brake. EXAMPLE CONVERSATION: To get started would you please leave it running for me, place your vehicle in park, and take your foot off the brake for safety?
Ask the guest to open the hood. EXAMPLE CONVERSATION: Would you mind popping the hood?
Ask the guest to open the door to scan the VIN, get the guest’s mileage and check for the tire pressure (order may vary depending on POS equipment). EXAMPLE CONVERSATION: Do you mind if I open your door to scan your VIN number, get your mileage and check for the recommended tire pressure?

Light and Wiper Check

Check the lights and wiper blades in the order designated in the diagram. Make sure wipers are off before checking to avoid potential injury. ☺ If the guest is not present or does not wish to assist, the CSR will perform the light check from inside the vehicle. • Driver side wiper • Headlights and high beams (and fog lights if applicable) o If mirrors are not available, check front turn signals here. o Check side markers and corner lights. • Passenger side wiper • All turn signals – check from rear using mirrors. • Brake lights and license plate lights o Check side markers and corner lights. • Rear wiper (if applicable) • Return to the driver side of the vehicle
Review light inspection with the Guest. • If bulb is out determine if it can be replaced. • Present bulb to Guest and ask for the sale.
Ask the guest to turn off the lights (including daytime running lights).

Oil Evac

Inform topside technician if vehicle is oil evac approved.

Guest Info

Obtain/verify the guest’s first and last name. If fleet guest Confirm/Enter the into the POS. • If fleet guest, obtain fleet card or booklet.• Use driver information for Name and Address. ☺ Be polite when asking for the guest’s personal information and refer to the guest by name once they tell you. Be courteous when speaking to the guest and use ‘Please’ and ‘Thank You.’ EXAMPLE CONVERSATION: Are you (Mr. Smith)? Thank you for choosing us!

Oil Presentation

It is extremely important that you are knowledgeable about all of Valvoline oils so you can confidently explain the benefits and why it will work for them. Use the oil graphics to assist in presenting oil options to the guest.
Note the proper weight of oil for the vehicle.
Confirm that you have the correct viscosity in stock for the oils you are going to recommend.
Use the proper oil graphic when presenting oils to the guest. ☺ It is important to have a thorough understanding of all oils and their benefits when presenting to guests and be able to answer guests’ questions.
Oil Presentation type:
- Previous Premium User
- Previous Conventional User/New Customer
- Single Oil Option Guests
Confirm their oil quality and price and ask for confirmation. Conversation Example: “Mr. Smith, I see you have been using our (Full Synthetic) oil. That will be ($xx.xx) plus tax. Would you like to continue using that oil today?” a. If the guest chooses not to stay with a premium oil, proceed to ‘Good, Better, Best’ oil presentation.
Confirm Choice. "Great choice! We will use (Valvoline Full Synthetic) at (Toyota's) recommended weight of (5W30)."
Enter the desired oil option into the POS.
Present the different oil options available for the vehicle following a `Good, Better, Best' order. Present all available oil options before asking for the sale on any oil.
Present the different oil options available for the vehicle following a ‘Good, Better, Best’ order. • If the vehicle requires more than 5 quarts/litres of oil or a specialty filter, inform the guest that the prices quoted will reflect these additional charges. Conversation Example: “We have three levels of Valvoline oil for you to choose from. They are all great options!” • GOOD- Conventional “First, we have Conventional. This oil is great for everyday driving. It’s ($XX.XX) plus tax.” • BETTER- MaxLife “MaxLife is a step up from the Conventional. It is a synthetic blend that is specially designed to protect against wear, friction, heat, and deposits. It’s ($XX.XX) plus tax.” • BEST- Valvoline Full Synthetic “Our best oil is Valvoline Full Synthetic. It provides the greatest protection for your engine. It’s ($XX.XX) plus tax.”
Confirm choice. “ Great choice! We’ll use (Valvoline Full Synthetic) at (Toyota’s) recommended weight of (5W30).”
Enter the desired option into the POS
Present the oil option recommended and ask for confirmation
"Based on (manufacturer)'s oil specifications, we'd recommend the (Valvoline Full Synthetic/European oil), and it comes in the weight that your vehicle requires. It is (XX.XX) plus tax. Would you like us to go ahead and get that started today?"
Confirm Choice. "Perfect! We will use (Valvoline Full Synthetic) at (Toyotas') recommended weight of (5W30)."
Enter the desired oil option into the POS

Oil Light Reset

Review Chek-Chart to see if the vehicle is equipped with an Oil Service Indicator Light and guide the guest through resetting the light.
Ask the guest to turn the engine off. EXAMPLE CONVERSATION: Would you please go ahead and turn your vehicle off for me?”

Specifications and Filters

Communicate with topside that the engine is off.
Review TSB’s if present and communicate any actions to the technicians. NOTE: TSB’s are critical action items that pertain to an oil change, a service for a vehicle or ways to avoid potential claims
Inform/verify with topside technician using their name: • Recommended tire pressure from the door placard or the Chek-Chart. • Communicate weight, amount, and type of oil. • Obtain CCA (Including if AGM) or if the battery cannot be tested. • Obtain what fluids were sealed, added to, or low. If the guest’s battery cannot be tested inform the guest: Unfortunately, your battery is one that we don’t test. Do you know the last time you had it replaced? The average life of a battery is 3-5 years, in our climate it is (X) years (refer to the temperature chart on the service graphic). I would recommend having it inspected by a mechanic of your choice if it has been (X) years since replacement.
Complete the prompts on the tablet for battery inspection. (Canada: VCA locations only) • Select Test • Enter Invoice # • Select Battery Criteria (Type, Rating, & CCA) For all other battery testers, topside will be responsible for checking the battery and saying the callout.
When the results are displayed: CALL OUT: “Battery checked, Bay #!” • Review results with the guest during the Present Service Recommendations step.
If bottomside monitors are not applicable: CALL OUT: “(Oil filter #, Air filter #, Bay #!” “(# Foot pounds, Bay_!)” NOTE: If the Chek-Chart does not list an oil, air, or cabin filter number, DO NOT guess. Call the filter hotline. NOTE: If no torque specification is available, call for 20-foot pounds of torque on the drain plug.
Checking cabin air filters (CAF) as part of our service will be performed on certain vehicles. Review the Chek-Chart and Approved Cabin Service List to determine which vehicles can be serviced.
There are two different accesses to cabin air filters: (1) behind the glove box, and (2) under the hood on the passenger side near the firewall.
Determine location of cabin air filter. • If the CAF is in the glove box – CSR is to remove. o If there is a guest in the passenger seat – escort them to the lobby before removing CAF. o Put on a clean pair of nitrile gloves. o With guest’s permission, neatly remove contents of glove box and place neatly on floorboard away from any falling debris. o DO NOT handle any weapon or sharp object. o Lower glove box and open cabin air filter access door. o Remove cabin air filter. o Replace or install new cabin air filter at any point. o Remove any visual handprints with a clean towel. • If CAF is located under the engine hood – topside technician is to remove.
Check to see if the vehicle is equipped with a (CAF). Confirm the CAF is in stock before presenting the service to the guest. If the CAF is not in stock, inform the guest upfront and still offer to inspect the CAF. Check the Chek-Chart and Approved Cabin Service List to determine which vehicles can be serviced. EXAMPLE CONVERSATION: Unfortunately, we are out of stock of your CAF. It is part of our inspection to check it for you. We do have to enter your vehicle on the passenger side, would you still like us to check that for you today?
If the CAF is located in the glove box, ask the guest to access the cabin air filter. If the guest answers: • YES: CSR should remove the CAF if located in the glove box. • NO: Respect the guest’s response. EXAMPLE CONVERSATION: YES: Your vehicle is equipped with a CAF located behind the glove box. It is part of our service to check that for you. We do have to enter your vehicle on the passenger side, are you okay with us checking that for you today? NO: If you would like us to ever check your CAF in the future, we would be happy to do so.
If the CAF is located in the glove box ,present the CAF to the guest and ask for the sale. EXAMPLE CONVERSATION: Would you like us to replace that for you today?
Once the visual items have been inspected input the status of each item into the Vehicle Inspection screen. • Select the appropriate status for each item. The options are: o GOOD: The item is in good condition and does not need to be replaced o RECOMMENDED: The item is not in good condition and needs to be replaced o N/A: The item is not part of the vehicle NOTE: It is important to make sure the inspection status of each item is correct and accurate.
If the CAF is located under the engine hood, present both air filters if applicable and available. • Present engine air filter, ask for the sale. EXAMPLE CONVERSATION: Here is your air filter. We recommend that you have it replaced. Over time it gets clogged and can restrict airflow. This is what a new one looks like, and replacing it helps to maximize performance. It doesn’t take any additional time to replace and it’s ($XX.XX). • Present cabin air filter, ask for the sale. EXAMPLE CONVERSATION: Would you like us to replace that for you today? NOTE: Cabin filters can be reinstalled at any point after its been presented and before zoom. NOTE: The CSR should remove the cabin if located in the glove box. It can be reinstalled at any point after it’s been presented and before zoom.
Explain the presentation process to the guest. If the guest has never been to Valvoline before, add the sentences that are underlined. Include the following points: • We inspected their vehicle • We will provide information about our services • It is always the guest’s choice to decide what to buy New Guest I know that you have never been here before so you may have already had some of these services done. If you have had any of these done, let me know as we go through this and I will update your history. Returning Guest I am going to review the items that we checked on your vehicle today. As you can see, you have a few that are recommended. I will give you the information you need about those services and then you can decide, and I will try to help you prioritize them along the way

Present Safety Items (Battery, Tire Rotation, Wiper Blades)

Use the service graphics (when applicable) to present Safety Items first.• Battery • Tire Rotation• Wiper Blades ☺ Safety Items are presented first because they are generally of the greatest importance to the guest and it is a good way to help us build trust with the guest. **Canadian locations will use the service graphics provided in the Automotive Services Guide.**
Review the items that are still in good condition with the guest. EXAMPLE CONVERSATION: For your safety, (Tech’s Name) checked your battery and it tested right where it should be, and your wiper blades still look good.
Recommend items needing service. • Inform the guest that all of these are important for safety, and it is up to them which ones they would like to replace, if more than one item is due. • Inform the guest of price and time of service. • Ask for the sale after each item. • When available incorporate dealership pricing or cost savings into the presentation. EXAMPLE CONVERSATION: It’s also time to have your tires rotated, (Toyota) recommends tire rotation every (X,XXX) miles/kms. Keeping your tires rotated helps to extend the life of the tires and improve performance. The average dealership price is ($XX.XX), and we can rotate them for you for ($XX.XX) in about 15 minutes. Would you like for us to rotate the tires for you today? (Yes) Great, we’ll get started right away

Present Systems and Fluids Items (Transmission, Radiator, Gearbox, Serpentine Belt)

Use the service graphics and present Systems/Fluids.
Explain how the Manufacturer Recommendations are created. • Ask if the services were done elsewhere and update external service history if applicable. EXAMPLE CONVERSATION: When I scanned your VIN number, it pulled up (Make) maintenance recommendations for your (Model). They recommend that you have the fluid changed in your other systems just like the oil in your engine to help prevent breakdown. If you have had any of these serviced elsewhere just let me know and I will update your history in our system.
Capture external service history if applicable.
Review the items that are still in good condition with the guest. EXAMPLE CONVERSATION: Looks like your Rear Differential has already been serviced.
Recommend items needing service. • Inform the guest of any mileage recommendations or time recommendations for these items only if applicable. • Inform the guest of price, time of service, and ask for the sale after each item. • When available incorporate dealership pricing or cost savings into the presentation. NOTE: If all gearboxes are due, present as a bundle separately and ask for the sale. EXAMPLE CONVERSATION: (Make of Vehicle) recommends that your transmission be serviced every (XX,XXX) miles/kms. Over time, deposits build up on critical parts inside the transmission. Without proper lubrication, gears can grind leaving behind metal shavings and debris. Replacing the fluid helps to keep your vehicle shifting smoothly. The average dealership price is ($XXX.XX). With us it takes about 15 minutes to service and it’s ($XXX.XX). Would you like for us to service that today? You are also due to have the coolant changed in your radiator. This is recommended every (XX,XXX) miles/km. New coolant helps to restore your protection level for the entire system protecting the engine from freezing and overheating. The average dealership price is ($XXX.XX) and with us it takes 15 minutes to service and it’s ($XX.XX). Would you like for us to service that today? (Make of Vehicle) recommends your serpentine belt be replaced every (XX,XXX) miles/km. This belt runs systems like your power steering, alternator, and water pump. The slightest loss of belt material can cause loss of power to these systems. Replacing it can help prevent breakdown. The average dealership price is ($XXX.XX) and with us it takes about 15 minutes to replace and it’s ($XX.XX). Would you like for us to service that today?

Present Efficiency Items (Air Filter, CAF, AC, Entire Fuel System Service, Fuel Cleaner, DEF, DFF)

Use the service graphic to present Efficiency items. NOTE: Canadian locations will use the service graphics provided in the Automotive Services Guide.
Review the items that are still in good condition with the guest. EXAMPLE CONVERSATION: I see you had your A/C serviced recently, so you don’t need that today
Recommend items needing service. • Ask for the sale after each item. • Present both air filters first (if applicable, and not previously presented). • If both fuel services are due, they need to be presented as options. • Inform the guest of any mileage recommendations for any remaining items (if applicable) and state: o When the service is recommended o How the service benefits the guest o How long the service will take o Price • When available incorporate dealership pricing or cost savings into the presentation. EXAMPLE CONVERSATION: We offer two fuel system services. Our entire fuel system cleaning is recommended every (XX,XXX) miles/km. This service helps to remove dirt and deposits that build up. It also helps to restore power and efficiency. The average dealership price is ($XXX.XX) and with us it takes 15 minutes to service and it’s ($XX.XX). The other option is our fuel treatment; it’s a fuel additive that’s recommended every (XX,XXX miles/km). This helps to clean and protect the fuel system and improve fuel economy. It only takes a few minutes to install and it’s ($XX.XX).
Enter any service to be performed into the POS.
Inform the technician which services the guest has selected so work can begin.
Give an approximate time for completion of all work to be performed. EXAMPLE CONVERSATION: Mr./Ms. _______, we’ll finish your service in about (X) minutes. NOTE: If services are taking longer than expected, give the guest an updated estimate.

Presenting to Diesel Vehicles

If the vehicle is not a diesel engine or you do not offer this service, skip to the Finalize Invoice & Bring Them Back Section.
If the vehicle is a diesel engine 2010 or newer, and it is equipped with a Selective Catalytic Reduction (SCR) System, present the Diesel Exhaust Fluid to the guest. EXAMPLE CONVERSATION: Your vehicle is equipped with a diesel exhaust fluid tank. The fluid in that tank converts your exhaust into water vapor so it’s better for the environment. When this fluid runs low your vehicle will not run properly. We offer this fluid in a (input size) container for ($XX.XX).
If the vehicle is a diesel engine, and it is equipped with one or more diesel fuel filters, present the service to the guest. EXAMPLE CONVERSATION: “Over time your diesel fuel filter becomes clogged reducing engine performance. “(Manufacturer), recommends this filter to be changed every (XX,XXX) miles/km to help protect fuel system components from wear and restore engine performance.”

Finalize the Invoice

Consult with topside technician to complete maintenance checks: • A/C R-1234yf Service Only: Gather the amount of R-1234yr refrigerant added during the A/C service and enter on the invoice. NOTE: Make sure the Today’s Services screen is complete and accurate. NOTE: The technician performing A/C Service may not be the same technician completing maintenance checks
Review/verify the guest information with the guest: • Address (street, city, state/province, zip code/postal code) • Email address • Phone number and phone type
On the Review Invoice screen (Work Order screen in Canadian locations), explain services performed and anything additional we did for the guest. EXAMPLE CONVERSATION: (Mr. Smith), we are almost finished with your oil change. We changed your oil and oil filter. We used 4.5 quarts/litres of 5W30 green MaxLife.
Summarize maintenance checks with the guest. EXAMPLE CONVERSATION: (Tech’s Name) checked that your fluids were full and tires were set correctly.
Ask guest if there is anything else we can do for them. EXAMPLE CONVERSATION: Is there anything else we can do for you today?
Inform the guest of the amount due. EXAMPLE CONVERSATION: Mr. Smith that will be ($XX.XX) today. **Ensure tax exempt guests are entered into the POS correctly. See Section D (Cash and Payments) of the Operations Manual for additional information**
Process Payment. **All credit card payments must be completed by the guest at the POS podium.**
Inform the guest that their invoice will be emailed and explain the invoice. • Explain the invoice to the guest. • If the guest requests a printed copy that is still allowed. • Fleet guests ONLY: Print invoice for the guest. DO NOT email invoices to national fleets. Emailed EXAMPLE CONVERSATION: Your receipt will be emailed to you shortly. At the top is our manager’s name and our store’s phone number. If you have any questions or comments, please feel free to call us. Printed EXAMPLE CONVERSATION: Here is your copy of the receipt. (Bob) is our manager, if you have any questions or comments, please feel free to call us. Printed Invoice Exceptions • Fleet guest • If the guest requests a printed copy.
Finalize the receipt in the POS. • You may bill the guest after all checks are complete. • If service is completed before you can finalize the invoice, have the technician guide the vehicle out; you will complete the process on the lot. This allows you to get another vehicle in the Service Center and begin working.
Ask the guest if they would like their window sticker installed. EXAMPLE CONVERSATION: Would you like me to put a reminder sticker on your windshield? • Install the window sticker (if applicable).
Genuinely thank the guest for coming in and invite them back. EXAMPLE CONVERSATION: Thank you for coming in today! Have a great day. Come back and see us!
Ask the guest to watch carefully as the technician guides them out. EXAMPLE CONVERSATION: Just watch (Tech’s Name), she’ll guide you out. **Stand clear of the vehicle and out of its path.**
Comments:
Time

VIOCT CSR Score SuperPro

Go digital today!

Convert your paper checklists into digital forms

Guide In

Greeting in the Bay

Light and Wiper Check

Oil Evac

Guest Info

Oil Presentation

Oil Light Reset

Specifications and Filters

Present Safety Items (Battery, Tire Rotation, Wiper Blades)

Present Systems and Fluids Items (Transmission, Radiator, Gearbox, Serpentine Belt)

Present Efficiency Items (Air Filter, CAF, AC, Entire Fuel System Service, Fuel Cleaner, DEF, DFF)

Presenting to Diesel Vehicles

Finalize the Invoice

Related checklists

VIOCT CSR Score SuperPro

Free VIOCT CSR Score SuperPro Checklist

Go digital today!

Convert your paper checklists into digital forms

Guide In

Greeting in the Bay

Light and Wiper Check

Oil Evac

Guest Info

Oil Presentation

Oil Light Reset

Specifications and Filters

Present Safety Items (Battery, Tire Rotation, Wiper Blades)

Present Systems and Fluids Items (Transmission, Radiator, Gearbox, Serpentine Belt)

Present Efficiency Items (Air Filter, CAF, AC, Entire Fuel System Service, Fuel Cleaner, DEF, DFF)

Presenting to Diesel Vehicles

Finalize the Invoice

Related checklists