Knowledge Check

Question 1

What does the "A" in LARR stand for, and what should it sound like?

Argue — "Actually, our prices are competitive..."
Address — jump into the reframe immediately
Acknowledge — "I hear you. That makes sense."
Agree — concede the customer is right and discount

Correct: Acknowledge. Name their concern out loud. It's the most-skipped step and the one that determines whether the customer feels heard.

Question 2

A customer says "too expensive." What's the right first move?

Immediately offer a discount
Listen, then acknowledge the number is real before explaining what's in the price
Tell them our prices are competitive with the market
Drop the recommendation entirely

Correct: Listen + acknowledge. Then reframe with what's in the price (parts, labor, warranty, what waiting would cost). Caving signals you weren't confident in the recommendation; arguing kills the conversation.

Question 3

Customer says "I can get this cheaper elsewhere." What's the SOP-aligned response?

Match the cheaper price on the spot
Tell them the other shop uses bad parts
Tell them they get what they pay for
Acknowledge that's true, then explain what's different about Dyer (factory-trained techs, OEM parts, 24-month warranty, MPI documentation)

Correct: Acknowledge + explain the differences. Sell on what we offer, not on smearing competitors. Confidence to let them go elsewhere if price is the only factor is what builds long-term trust.

Question 4

A customer says "I need to talk to my spouse." What should you do?

Ask if they really need to or if they're just buying time
Push for the approval — "what's there to talk about?"
Acknowledge it, send them the tech video + estimate, set a follow-up time
Say "no problem" and let them walk with no next step

Correct: Acknowledge + send the assets + set a follow-up. Honor the request, but never let them walk with nothing concrete. The video and estimate make the home conversation easier.

Question 5

A customer says "just the oil change" — but the tech caught brake pads at 2mm. What's the right move?

Don't mention the brakes — honor the boundary
Acknowledge "just the oil change," then transparently share what was found, with no pressure to act today
Insist they fix the brakes before driving home
Add the brake work without telling them, then explain at pickup

Correct: Honor the scope + share what was found. "Just the oil change" is a boundary on selling, not on transparency. They deserve to know about the brakes — and they get to decide what to do about it.

Question 6

"I don't believe I need that." What's the strongest reframe?

"Trust me, I've been doing this for 20 years."
"Your car's going to fail if you don't."
"Most customers do this work — you should too."
Pull up the tech video and show them exactly what we saw

Correct: Show them the video. Skeptical customers don't believe authority claims. They believe visual evidence. The MPI video is your most powerful reframe tool.

Question 7

Customer asks "Why wasn't this caught last time?" What's the FIRST thing you should do?

Pull their visit history before answering
Blame the previous advisor or tech
Say "cars are complicated, things change fast"
Offer a discount immediately to avoid the question

Correct: Pull the history. There are three honest answers (it wasn't there yet, it was flagged and you declined, or it was genuinely missed). Pulling the record tells you which one fits.

Question 8

You realize the previous advisor genuinely missed an issue. What should you say?

"The advisor who was here last time doesn't work here anymore."
"It might have been borderline before."
"You're right to ask — this should've been flagged last time. That's on us. Let me talk to my manager about how it affects today's price."
"Cars are unpredictable, these things happen."

Correct: Take ownership. Use "we" not "they." Real ownership beats clever deflection. Then actually go talk to the manager — don't fake the recovery.

Question 9

The customer says the work is covered under warranty. Per the SOP, what must the advisor do BEFORE quoting?

Quote the work and tell them to call the warranty company themselves
Assume it's not covered and tell them they'll have to pay
Estimate based on past warranty experience
Call in to the extended warranty company or use their online portal to confirm coverage and collect payment authorization

Correct: Call the warranty company first. Per the Dyer SOP — "Before calling the customer: Advisor must call in any extended warranty company or use the company's online portal to confirm coverage and collect payment authorization."

Question 10

Customer says "I'm trading the car next week." Recommended brake work is $1,200. What's the right call?

Insist on doing the brakes anyway — safety
Recommend skipping the brakes if they're trading that fast — let the new owner handle it
Push that the trade might fall through
Quietly add the work and figure it out at pickup

Correct: Recommend skipping it if trade is imminent. Costs Dyer the sale today, builds a customer for life. The strongest trust-builder in this module — the advisor who tells the customer not to spend the money.