Three real situations from the service drive. Pick the response that follows the Dyer SOP, then read the coaching notes. Run these in service meetings — one advisor plays the customer, one plays the advisor, manager scores.
1
The Rushed Customer
Scenario: It's 7:35 a.m. The drive is full. Your 7:30 just pulled up — a regular customer, Mrs. Diaz, in a 2021 Pilot for an oil change. She's already on the phone as she gets out, glances at her watch, and tells you she has a 9 a.m. meeting she can't miss.
Goal: Get her through UVeye and the write-up cleanly without making her feel held up, while still following the Dyer SOP.
Mrs. Diaz: "Mike, hey — sorry, I'm in a rush. Just the oil change today. Can I leave the keys with you? I've got a thing at 9."
Pick your response:
Not acceptable. UVeye is the SOP standard, every vehicle. Skipping it means no documented condition, no scan emailed to the customer, no transparency. The dealership eats any pre-existing damage that surfaces later.
That's the move. Official Dyer greeting, set the time expectation (about a minute), tie UVeye to her benefit (out fast), and you do the write-up while she's still there. No corners cut, no time wasted.
Avoid. "It's our policy" puts the dealership in front of her needs. UVeye is a service to her, not a bureaucratic step. Lead with her benefit, not the rule.
Coaching Notes
Time-pressured customers test the SOP. The advisor who confidently runs the process — UVeye, tag, write-up — without rushing and without apologizing, comes off as a pro. The one who cuts corners "to help" the customer is actually costing the dealership.
2
"Just the Oil Change"
Scenario: Mr. Patel comes in with a 2018 Camry for an oil change. UVeye scan flags inside-edge wear on the front tires and what looks like a small wet spot under the rear of the vehicle.
Goal: Review the scan findings honestly with the customer without overselling or oversating what you've actually confirmed.
Mr. Patel: "I'm just here for the oil change. Don't try to sell me anything else, okay?"
Pick your response:
Backed off too far. The customer asked you not to sell them, not to ignore what UVeye caught. The whole point of the scan is transparency — review it with the customer, document concerns, let the tech verify. Hiding findings is not honesty.
Too heavy. "Bad tires" and "you really need to" is fear language. You haven't even confirmed the leak source. The customer's defenses go up and the credibility of every future recommendation drops.
That's the SOP-aligned move. Honored what he asked. Showed him the scan results on the iPad. Stated findings honestly without overstating. Set up the MPI to confirm. Explicitly removed the pressure: "you don't have to do anything today." Now he can actually hear you.
Coaching Notes
When a customer pre-emptively says "don't sell me," they're responding to a bad experience somewhere else. The fix is to make sure they know you're not selling — you're sharing what UVeye caught. The transparency tool exists for exactly this kind of customer.
3
Pre-Existing Damage Caught by UVeye
Scenario: First-time customer Ms. Williams brings in a 2020 Acura RDX. UVeye scan flags a fresh-looking scrape along the rear passenger door — clearly pre-existing but recent. She hasn't mentioned it.
Goal: Document the damage and protect both parties without making her feel accused.
Ms. Williams: "First time here. My dealer back home retired and a friend recommended you guys."
Pick your response:
Avoid. "Did you know" sounds accusatory. The customer feels questioned. UVeye caught it — that's the transparency play. Don't interrogate her about it.
Almost. "So it doesn't come back on us" framing makes it sound like the dealership's concern, not her protection. It puts her on the wrong side of the table. Reframe as a service to her.
Clean. Used the official Dyer greeting, ran her through the SOP flow, then showed her the UVeye scan with the finding. Documented as standard, no accusation. UVeye made the conversation easy because the evidence is on the iPad, not just your word.
Coaching Notes
Pre-existing damage documentation is awkward for new advisors. UVeye removes the awkwardness — the scan caught it, the iPad shows it, you and the customer are looking at the same image. No accusation needed.
Roleplay Complete
The patterns you just practiced are the patterns that hold up on the drive — every time, every customer. Run these in your next service meeting. One advisor plays the customer, one plays the advisor, manager scores it. That's how the SOP becomes muscle memory.