The CDK Menu Tool
Before we get into menu strategy, you need to know the tool. CDK has built-in menu functionality — once you know where to click, you can build a clean Good / Better / Best menu in under 90 seconds.
Build, present, and document a three-tier menu in CDK without fumbling. This lesson is the mechanics. The next lesson is the strategy.
The Workflow
- Open the RO in CDK after the tech finishes the MPI.
- Open the Menu tab / module within the RO.
- Drag or assign each recommended line item into one of three tiers: Good / Better / Best.
- Verify pricing pulled from Parts is correct.
- Save the menu — this generates a customer-facing summary you can reference on the call.
- Call the customer within 15 minutes (per SOP) and walk them through the menu.
- Update the menu based on their selection.
- Anything they decline becomes a Declined Repair Op automatically.
CDK's menu tool does three things automatically that you'd otherwise have to do manually: (1) pulls live parts pricing from the Parts section, (2) generates a clean customer-facing version with proper formatting, and (3) auto-creates Declined Repair Ops on what the customer didn't pick. That's why the SOP says to use it — it removes 80% of the busywork around menus.
Anatomy of a Clean CDK Menu
| Tier | What goes in it | Approximate % of customer base picking this |
|---|---|---|
| Good | The safety-critical / non-negotiable items only. Pads, immediate leaks, anything red. | ~25% |
| Better | Good + the yellow items that are wearing now. Fluid flushes, filters, items 30–60 days out. | ~50% (the sweet spot) |
| Best | Better + the full preventive picture. Anything that extends the vehicle's life or saves a future visit. | ~20% |
(~5% will pick none / defer entirely. That's fine — those get Declined Repair Ops too.)
Items NEVER to Put in the "Best" Tier
- Random upsells the tech didn't flag.
- Vague "courtesy" items with no clear value to the customer.
- Anything you wouldn't recommend if it were your dad's car.
"Best" should mean comprehensive, not padded. If a customer picks Best and later realizes it included filler, they don't trust the next menu they see from you.
Pre-Call Setup Checklist
Before you pick up the phone, the menu should already be built in CDK.
After the Call
Whichever tier the customer picks, the menu in CDK does the cleanup:
- The selected tier becomes the approved work on the RO.
- The unselected items become Declined Repair Ops (per SOP requirement).
- SDL notes get updated to reflect the customer contact and decision.
- The customer gets a confirmation via CDK Engage with the selected services.
Common Mistakes
- Skipping CDK and freelancing the menu on a sticky note.
- Building the menu DURING the customer call — fumbling on the phone.
- Quoting all three tiers as a "your total is $1,180" line-item, defeating the menu format.
- Forgetting to update the menu after the customer picks (Declined Repair Ops don't get created).
- Padding the "Best" tier with stuff that doesn't belong.
Manager Coaching Tip
Pull 5 random ROs from yesterday. For each, check: (1) was a menu built in CDK before the customer call, (2) does the Good tier contain only safety items, (3) are Declined Repair Ops created for unselected items. If all three are present consistently, you've got menu-discipline. If not, that's your coaching focus.