Free tool
Service Walk-Around Checklist
The 17 key elements of CPI’s service walk-around, in the order CPI teaches them. Check them off at the vehicle, time the write-up, or print a blank sheet for the drive.
CPI’s published walk-around process averages less than 3 minutes. The timer stops on its own when all 17 steps are checked.
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“Our CSI has risen seven percentage points and we’ve added .61 hours per customer pay R.O. in just three months. It’s definitely working for us.”
A printable sheet for the drive
One page, black and white, with every step, the advisor, the RO and start and finish times. Use Print a blank checklist.
From CPI’s on-site training
This tool is one piece of a program CPI teaches in the dealership.
Instructor-led, on your drive or sales floor, with role-play and a metric-driven sustainment process after the training so the results last.
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Service Walk-Around Checklist
Before the customer arrives
- 1.Being prepared Use the pre-work order information: history and open campaigns.
At the vehicle
- 2.Greeting the customer on the drive with “We’ve been expecting you!”
- 3.Introducing the multi-point inspection sheet Explain the complimentary multi-point inspection.
- 4.Introducing the Service & Accessories Menu Use the menu based on current mileage and needs.
Inside the car
- 5.Confirming VIN
- 6.Confirming mileage out loud
- 7.Popping hood and turning on the lights
Around the vehicle
- 8.Obtaining permission to perform the walk around
- 9.Inspecting the tires Inspect the tires with the customer.
- 10.Complimenting the vehicle
- 11.Offering accessories when applicable
- 12.Noting damage or wear items
- 13.Inspecting fluids and belts
Closing the write-up
- 14.Making service recommendations Make recommendations and ask for the sale.
- 15.Completing the R.O.
- 16.Confirming follow up and completion times
- 17.Obtaining customer authorization “Is it alright with you if we take care of those concerns today?”
CPI’s published walk-around process averages less than 3 minutes. From the Center for Performance Improvement Service Walk-Around Training. ted@centerforperformanceimprovement.com