Knowledge Check

Question 1

What's the Dyer ring standard for answering calls?

As soon as you can — no fixed standard
3 rings, every call, no exceptions
5 rings
Whenever you're not with another customer

Correct: 3 rings. Every call. Skipping calls or letting them ring out costs bookings, customers, and reputation.

Question 2

Which is the complete Dyer greeting?

"Service. How can I help?"
"Dyer."
"Thanks for calling Dyer Service, this is Mike. How can I help you today?"
"Service, hold please."

Correct: Full greeting. Thanks + dealership + name + open question. Memorize it. Deliver warm. Every call.

Question 3

Customer calls asking what times you have available. Strongest response?

"What time works for you?"
"Pretty much any time this week."
"Let me transfer you to scheduling."
"I've got tomorrow at 9 a.m. or Thursday at 2 p.m. — which works better?"

Correct: Offer two specifics. Open-ended answers make the customer do the work. Two specific times turn "I'm calling around" into "okay, tomorrow at 9."

Question 4

Customer calls asking how much a brake job costs. Best response?

Quote them $499 (your standard pad price)
Explain it depends on what the tech finds, offer a free inspection that includes video, and book it
Tell them you can't quote it over the phone and to call back later
Transfer them to the service manager

Correct: Inspection + book. Blind quoting brake jobs either undersells (bait-and-switch later) or overshoots (lose the appointment). The inspection-then-quote path lands consistently.

Question 5

Most effective way to REDUCE status calls?

Let them go to voicemail more often
Train customers not to call
Use shorter answers when they call
Send proactive updates: first within 15 min of MPI, every 2 hours, immediate on delays, 30 min before pickup

Correct: Proactive updates. Status calls happen because customers don't know what's going on. The Dyer SOP standards exist to prevent them. 15 min/2 hr/delay/30 min — hit those and inbound status calls drop dramatically.

Question 6

What's the right move on a status call when you don't yet have a current update?

Tell them it's still being worked on
Promise to call back, then forget
Ask to call back in 15-20 minutes with the real status, then actually do it
Transfer them to the tech

Correct: Promise a specific callback and deliver. "I'll call you back" is meaningless unless you actually do it. Set a timer. Keep the word.

Question 7

Customer asks a parts availability question that you genuinely need parts to answer. What's the right transfer move?

Warm-transfer: brief Mark in parts with the customer's situation, then hand off cleanly
Cold-transfer immediately to the parts line
Tell them to call parts directly
Take a message and never deliver it

Correct: Warm transfer. The customer arrives at the next person already understood. No re-explaining. No bouncing.

Question 8

An angry caller is yelling about nobody calling them back. What's the FIRST thing you should do?

Defend the dealership and explain why
Listen all the way through, then acknowledge: "You're right to be frustrated."
Tell them to calm down
Transfer to the manager immediately

Correct: Listen + acknowledge. Acknowledgment is the de-escalation magic. "Calm down" escalates. Defending escalates. Transferring without trying first escalates.

Question 9

If you absolutely can't answer in 3 rings and a call goes to voicemail, when should you call back?

By end of day
Within 1 hour
Within 5 minutes
When you have time

Correct: 5 minutes. The voicemail isn't permission to ignore — it's a 5-minute deferral. Anything longer and the customer has moved on or called elsewhere.

Question 10

Which is the BEST way for an advisor to protect their daily productivity?

Skip the phone when busy
Tell customers to call back later
Send most calls to voicemail
Front-load 30 min of proactive updates each morning so inbound status calls drop

Correct: Front-load proactive updates. 30 minutes of texts in the morning saves 2+ hours of inbound status calls during the day. The math is real.