This document is used to track the quality of delivery of the Know Your Vehicle Report by Service Advisors. During the first month of focus it is suggested that each Service Advisor practice delivering a Know Your Vehicle Report to a customer with a manager or co-worker. The individual acting as the customer, during the exercise, will give the Service Advisor a grade as to the quality of delivery given, and offer feedback / coaching on how the delivery could be better.
Best Practice: Carry out this exercise every day, for a month, to improve delivery, solidify new habits, and increase comfort level with the word track.
Directions: Each Advisor practices presenting the Know Your Vehicle Report as if they were presenting it to a customer. Record a number 1-10 (10=Outstanding) on how well the executed the delivery.
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