Lesson 5 · Customer Decision · 8 min read
Menus, Approvals, and Declines
Suite should hold the customer's decision clearly: what was recommended, what was approved, what was declined, what was sent, and what follow-up is needed.
Lesson Objective
Build and update the Suite/CDK menu so approvals become approved work, declined items become declined repair ops, and the RO tells the same story the customer heard.
Before the Call
- Watch the video.
- Verify Parts pricing.
- Verify warranty/coverage if needed.
- Build Good / Better / Best where appropriate.
- Make sure prices and tier logic make sense.
- Send or prepare the customer-facing menu if the customer needs it in writing.
During the Call
Do not read every line like a receipt. Use the Suite menu to keep the conversation organized:
- Start with the headline finding.
- Confirm the customer received or can view the MPI video.
- Present the three choices in plain language.
- Pause and let the customer choose.
- Customize the menu if they approve part of a tier.
After the Call
| Customer decision | Suite action |
|---|---|
| Approves full tier | Update approved work, notes, and status immediately. |
| Approves partial work | Adjust menu/RO lines so the approved work is exact. |
| Declines work | Create or confirm declined repair op with reason and follow-up note. |
| Needs time | Send video/menu, document follow-up time, and set the next touch. |
Do Not Leave "Verbal Approval" Floating
If the customer approved it, Suite should show it. If the customer declined it, Suite should show it. If the customer is thinking about it, Suite should show the follow-up promise.
The Dyer Standard
The RO should match the conversation before you move on to the next customer.