Knowledge Check

Question 1

Per the Dyer SOP, where are menus built and presented?

On a sticky note at the advisor desk
In a separate spreadsheet
In CDK using the menu tool
Verbally with no documentation

Correct: In CDK using the menu tool. Per the SOP — "Use menu selling in CDK to present recommendations." The tool also auto-creates Declined Repair Ops on what the customer doesn't pick.

Question 2

What should be in the GOOD tier?

A token "do almost nothing" option so Better looks better by comparison
Only the safety-critical / non-negotiable items — the minimum to be safe today
Everything — same as Best but cheaper somehow
Whatever you think the customer can't afford

Correct: Safety-critical items only. If the customer can only do one thing today, Good should be it. Not a wimpy throwaway — the actual safe minimum.

Question 3

Which approximate percentage of customers picks the middle ("Better") tier?

~10%
~25%
~35%
~50% — the sweet spot

Correct: ~50%. Most customers don't want the cheapest (feels risky) or the most expensive (feels excessive). They pick Better. Design Better as your strongest recommendation.

Question 4

When SHOULD you sequence Best → Better → Good (high to low) instead of low to high?

With long-term customers who trust the dealership
With first-time customers
When the customer has said money is tight
Always — it converts higher tiers more often

Correct: Long-term trusting customers. Starting with Best gives them the complete value frame; Better/Good become "where can I cut" options. For new or price-sensitive customers, default to Good→Better→Best.

Question 5

You're presenting the menu over the phone. What's the right move after stating all three tiers?

Immediately recommend Best — anchor high
Ask "do you want me to repeat any of those?"
Pause 2 seconds, then ask "which one works for you?"
List the parts and labor in each tier in detail

Correct: Pause, then ask open-ended. The 2-second pause is where the customer starts thinking out loud — which tells you what they're leaning toward. Then open-ended ("which works?") lets them pick.

Question 6

Selling preventive maintenance — what's the strongest framing?

"Your manufacturer recommends this."
"If you don't do this, your car will fail."
"You're way overdue."
Name the price today + the cost of NOT doing it (e.g., "$180 flush vs $900 radiator")

Correct: Cheap-insurance math. "Manufacturer recommends" means nothing to most customers. Fear language drops trust. The math — what the preventive item saves you later — is the only frame that consistently converts.

Question 7

The customer says "just do the Good one." What should you do?

Push back — explain why Better is the smarter choice
Respect the choice. Document Better/Best as Declined Repair Ops for next visit.
Ask if they're sure
Discount Better to try to match Good's price

Correct: Respect the choice + document. Good is a complete answer. Pushing back destroys trust. The Declined Repair Ops become warm leads for next visit.

Question 8

The customer says "all three are more than I can do today." Right move?

Adapt — find the safety-critical absolute minimum below Good and offer that
Tell them they really need to find a way to do Good for safety
Offer to finance it through the dealership
Stick to the menu — they need to pick one

Correct: Adapt and find the safe minimum. If $480 is too much, $480 is too much. Find $310 or wherever the actual minimum lands. Care about the customer, not the RO. They'll remember the grace.

Question 9

What should NEVER go in the Best tier?

Preventive maintenance items at the right mileage interval
Items the tech flagged as preventive in the MPI
Random upsells the tech didn't flag, or things that fail the "if this were my dad" test
Transmission service when overdue

Correct: Padded upsells. Best should mean comprehensive, not padded. If you wouldn't recommend an item if it were your dad's car, it doesn't belong in any tier.

Question 10

Customer asks "Can I do part of Better but skip the cabin filter?" How do you respond?

Explain that the tiers are set — they have to pick a complete tier
Yes — customize the menu live in CDK and adjust the price
Push back — the cabin filter is important
Tell them to just do Better as-is, it's not much more

Correct: Yes — customize live. This is an engaged customer telling you exactly what they want. Give it to them. Update CDK, adjust the price, move forward.