Coaching Tool · BG Recommendation Review
BG Maintenance Scorecard
Use this when reviewing a BG recommendation call, live RO, or declined-service follow-up. 1-5 scale across the full workflow, from trigger quality through documentation.
How to use: Listen to the call or inspect the RO. Score each category. Use notes for exact wording and the specific service involved. Review with the advisor within 48 hours.
BG Recommendation Categories
1. Clear Trigger
Recommendation tied to mileage, time, fluid condition, symptoms, repair context, or unknown history
2. Correct Service Match
Selected BG service matches the system and finding, not a generic add-on
3. Plain-English Explanation
Explained what the service protects without jargon, fear, or overpromising
4. Customer Context
Connected recommendation to the customer's concern, visit reason, vehicle history, or usage
5. Menu Placement
BG service placed logically in Good/Better/Best and not randomly padded into the estimate
6. Value Framing
Compared maintenance cost to the protected system or downstream repair risk in a calm way
7. Protection Coverage Accuracy
Did not promise BG coverage unless eligibility and limits were verified
8. Objection Handling
Used LARR, distinguished required repairs from recommended maintenance, respected customer choice
9. RO Documentation
Declined service note includes service, trigger, reason, and follow-up path
10. Professional Tone
Calm, factual, optional, confident; no guilt, scare tactics, or "manager wants us to sell it" language
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets standard ·
2 = below standard, needs coaching · 1 = not meeting expectations