12 Step

Question 1

Step 1

Answer 1

🔧 Properly key WO

• Get out to the car
• Use symptom Sheet to document concerns

Question 2

Step 2

Answer 2

🔧 Arrange for follow up contact

• Get cell phone # and email
• Arrange Contact time and enter into POS

Question 3

Step 3

Answer 3

🔧 Qualify appropriate inspection, sell vehicle inspection or perform courtesy check

• Hold CVI conversation; qualify the boss
• Sell benefits of CFNA
• Print 2 copies of MSMS sheet and put in WO sleeve

Question 4

Step 4

Answer 4

• Pull vehicle into first available bay (test drive if needed)

Question 5

Step 5

Answer 5

🔧 Perform inspection, diagnostic 1st

Question 6

Step 6

Answer 6

🔧 Place completed inspection on “To Be Contacted” hook or basket

Question 7

Step 7

Answer 7

🔧 Visually review, confirm & consult inspection results with technician
* Re-inspect vehicle (tire chalk, alignment, MSMS, brakes)

Question 8

Step 8

Answer 8

• Price, prioritize estimate

Question 9

Step 9

Answer 9

🔧 Ask for order on a timely basis

* Ask for order (sell CFNA)

Question 10

Step 10

Answer 10

🔧 Perform all authorized work in the time promised.

Question 11

Step 11

Answer 11

🔧 Return keys & hard copy to “Completed” hook / basket & RTI work order, contact customer where appropriate

• Review ticket with tech for work done
• RTI ticket and call customer

Question 12

Step 12

Answer 12

🔧 Conduct customer review & appreciation

• Explain all work done
• Review warranties
• Sincerely thank boss
• BossView: Ask for 10