Three BG maintenance situations. Pick the response that follows the module standard. Read the coaching notes either way.
1
The GDI Fuel Service
Scenario: Mrs. Lawson has a 2021 GDI SUV with 47,000 miles. She mentioned reduced fuel economy. The tech notes carbon buildup concern and recommends BG fuel system service. You are calling with the menu.
Mrs. Lawson: "I thought this was just an oil change. What is this fuel service?"
Pick your response:
Too generic. Product-first language sounds like a canned upsell. Tie it to her vehicle and complaint.
Too much fear. The risk may be real long-term, but this wording damages trust.
Right move. It acknowledges the surprise, names the trigger, explains the service, and places it correctly in the menu.
2
Brake Fluid with Brake Work
Scenario: Mr. Diaz needs front pads and rotors. The brake fluid is dark and the test strip shows contamination. You included BG brake fluid service in Better.
Mr. Diaz: "If you are already doing brakes, why is the fluid extra?"
Pick your response:
Defensive. The customer asked a fair question. Explain, do not challenge.
Strong explanation. It separates friction from hydraulic, names the test result, and makes the timing logical.
Overstated. Do not say required unless it truly is. Make the recommendation honestly.
3
Declined Coolant Service
Scenario: Ms. Patel declined a BG cooling system service last visit. The prior note says coolant tested acidic and the vehicle had no coolant exchange history. She is back for tires two months later.
Ms. Patel: "I remember you guys mentioned coolant last time. Is that still a thing?"
Pick your response:
Right follow-up. You used the prior trigger, clarified it is separate from today's tire visit, and restated the benefit calmly.
Too much pressure. "You declined it" can sound accusatory. Use the note, not guilt.
Wrong standard. Waiting for overheating misses the point of preventive maintenance.
Roleplays Complete
Three patterns: tie fuel service to the customer complaint, explain brake fluid as the hydraulic side, and use declined-service notes without guilt. Run these in your next service meeting as live partner exercises.