Coaching Tool · SOP Compliance Scorecard
Advisor SOP Scorecard
Use during ride-alongs or audit ROs to score an advisor's adherence to the Dyer Customer Service Flow SOP. 1–5 scale, total updates automatically, prints clean. Tied directly to the SOP — what gets measured gets coached.
How to use: Observe a complete drive-through-to-handoff cycle, or audit a closed RO. Score each category. Use notes for specific coaching. Review with the advisor within 48 hours.
SOP Compliance Categories
1. Pre-Arrival Preparation
RO/history reviewed, recalls checked, declined work noted, customer name and tools ready
2. UVeye Greeting
Met customer at UVeye, used official greeting line, customer's name, tagged properly (mileage + VIN), Savvy Dongle for GM
3. UVeye Scan Review
Reviewed scan with customer on iPad, confirmed pre-existing damage out loud, asked "anything else?", emailed report to customer
4. Write-Up Quality (CDK)
RO clean, VIS/recalls pulled, customer concerns detailed and verbatim, history reviewed, aftermarket coverage asked about
5. Authorization & Signatures
Each line reviewed with customer, MPI video expectation set, dollar authorization entered, completion time recorded, both signatures captured
6. MPI Handoff & Review
Tech briefed if needed, completed MPI video watched before calling customer, pricing/warranty verified, MPI video sent via CDK
7. 15-Minute Callback
Customer called within 15 minutes of MPI being sent, menu selling used, declined work documented with Declined Repair Op
8. Ongoing Communication
Updates every 2 hours, immediate contact on delays/changes, completion notice 30 min before pickup, daily updates if down for parts
9. SDL Notes Discipline
Notes entered every contact, every status change, overnight stays flagged, notes clear and useful
10. Language & Trust
Calm, professional, plain English, no fear language, used customer's name, confidence statement on close
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets SOP standard ·
2 = below SOP, needs coaching · 1 = not meeting SOP — structured retraining required