Fixed Operations Training
Practical, dealership-ready training built for the people doing the work. Every module is grounded in our core values, follows the Dyer SOP, and ends with a knowledge check, roleplays, and a manager scorecard.
Available Modules
Service Drive Customer Flow
For Service AdvisorsThe full Dyer SOP customer flow — UVeye greeting, scan review, CDK write-up, MPI handoff, the 15-minute callback, communication standards. Built around the official Dyer Advisor SOP.
Technician Video MPVI
For TechniciansThe official Dyer MPVI script — open to close, section by section. Camera technique, green/yellow/red framing, 12-point inspection coverage, clean handoff to the advisor.
Overcoming Customer Objections
For Service AdvisorsThe LARR framework (Listen, Acknowledge, Reframe, Recommend) applied to the top 10 objections: "too expensive," "talk to my spouse," "cheaper elsewhere," "just the oil change," "why wasn't this caught last time," and more.
Menu Sales
For Service AdvisorsThe CDK menu tool + the Good/Better/Best framework. How to present three real options that make the customer's decision easy. Anchoring, sequencing, and selling preventive maintenance with cheap-insurance math.
Phone Skills
For Service AdvisorsThe 3-ring standard, the full Dyer greeting, inspection-then-book for price callers, status calls in 60 seconds, warm transfers, de-escalation, and the productivity habits that keep the phone from owning your day.
Customer Communication (Numa-Powered)
For Service AdvisorsThe Numa playbook: DMS discipline so auto-texts actually fire, the 4-touch proactive update standard, text-for-approval / call-for-empathy, click-to-call, @ tag handoffs, clean delay apologies, and the 90-second pickup CSI window.
How Every Module Lives the Values
- Positive attitude shows up in tone — calm, confident, never pushy or fear-based.
- Respect shows up in word tracks — plain English, no jargon, no talking down to customers or coworkers.
- Family treatment shows up in pacing — slow down at the drive, listen verbatim, follow through on what you said you'd do.
- Pride in the work shows up in process discipline — UVeye on every car, MPI on every visit, 15-minute callback every time.
- Win together shows up in advisor / tech / parts teamwork — no "us vs them" between departments.
- Excellent and easy means both — high standards delivered without friction for the customer.