Assessment · 10 questions · 80% to pass

Knowledge Check

Pick the best answer for each scenario. You'll see your score and explanations once you submit. 80% or better is required to be signed off on the Dyer Customer Service Flow SOP.

Question 1

Where should the customer be greeted on the service drive?

At the service desk after they walk inside
Wherever the advisor is when they notice the customer
At the UVeye machine as they arrive
By the cashier so paperwork can be confirmed first

Correct answer: At the UVeye machine. Per the Dyer SOP, the advisor or concierge greets the customer immediately at the UVeye scanner. That's where the trust-building and the check-in flow start.

Question 2

What is the official Dyer greeting line?

"Welcome to Dyer — what brings you in today?"
"Welcome back, we'll take great care of your vehicle today."
"How can I help you?"
"You here for the oil change?"

Correct answer: "Welcome back, we'll take great care of your vehicle today." This is the official greeting per the SOP. Use it, smile, and use the customer's name when known.

Question 3

For a GM vehicle, what additional step happens at check-in?

Customer must complete a paper warranty form
Vehicle skips the UVeye scan
Customer must pre-pay diagnostic fees
Insert the Savvy Dongle into the OBDII port and wait for a solid green light

Correct answer: Savvy Dongle in OBDII, wait for solid green light. This is a Dyer SOP step for any GM vehicle. Don't skip it.

Question 4

Which information goes on the third piece of the key tag?

Customer phone number and license plate
RO number and advisor name
Mileage and the last 8 digits of the VIN
Appointment time and bay number

Correct answer: Mileage and last 8 digits of the VIN. Per the SOP tagging process. Get it right at the drive — the rest of the day depends on it.

Question 5

How is the UVeye scan report shared with the customer?

Advisor or Concierge emails the report directly to the customer
Customer can request a paper copy at pickup if they want one
Only sent if the scan flags damage
Posted to a customer portal they sign into later

Correct answer: Email the report directly to the customer. This is the SOP transparency standard — every customer, every visit.

Question 6

A customer says "noise while driving." What's the right move?

Write "noise while driving" on the RO and move on
Push for detail — when, where, what type of sound, how long — and capture it verbatim
Translate it into proper technical terms before writing
Tell the customer to demonstrate the noise on a test drive

Correct answer: Push for detail, capture verbatim. Per the SOP, "noise while driving" is not sufficient. Get specific — when, where, what type, how long — in the customer's own words.

Question 7

The MPI video is sent to the customer. When must the advisor call them?

By end of day
Within 1 hour
When the advisor has time
Within 15 minutes of the MPI being sent

Correct answer: Within 15 minutes. Per the SOP. The customer is watching the video while it's still fresh — call them now, not later.

Question 8

While the vehicle is in the shop, what's the minimum update cadence to the customer?

At least every 2 hours, plus immediately when delays or changes occur
Only when the work is complete
Once at lunch and once at end of day
Only if the customer calls in first

Correct answer: Every 2 hours, immediately for delays/changes. Plus a completion notice at least 30 minutes before pickup. Silence is what creates CSI hits — these windows prevent that.

Question 9

The customer declines a recommended repair. How is it documented?

Verbal note to the tech
Leave it off the RO since the customer didn't want it
With a Declined Repair Op on the RO
Email summary to the customer

Correct answer: Declined Repair Op on the RO. Documented declined work protects the customer and the dealership — and becomes the warm lead for next visit.

Question 10

SDL Notes must be completed when:

Only when the vehicle is staying overnight
Every time the customer is contacted, when status changes, and if staying overnight
Once at write-up, once at pickup
Only when something goes wrong

Correct answer: Every contact, every status change, overnight stays. SDL notes are the dealership's memory. They make the next advisor's job possible if they pick up this RO.

Your Score

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