The Greeting
First 30 seconds. No second chances. The greeting sets whether the customer relaxes or stays on guard for the rest of the visit.
Greet every customer at the car — not at the desk — with confidence, eye contact, and language that earns trust without sounding scripted.
Where the Greeting Happens
At the car. Not at the desk. Not from behind a counter. Not on the phone confirming arrival.
When the customer pulls in, you walk to them. You stop next to the driver's door — not in front of it, not behind it — and you greet them as they're getting out. This is the standard.
Greeting at the car does three things instantly: it shows the customer they were expected, it puts the conversation on their turf instead of across a counter, and it gives you a natural reason to start the walk-around. The greeting and the walk-around are one motion, not two events.
The First 30 Seconds
Step 1 — Make eye contact and smile before you speak
You're not selling yet. You're making sure they feel seen. A nod and a smile beat any opening line.
Step 2 — Use their name
You pulled the RO. You know their name. Use it. "Mr. Carter" or "Sarah" — whatever fits the relationship. If you're not sure, lead with their first name and watch how they respond.
Step 3 — Confirm the reason for the visit
Not interrogate. Confirm. Show them you already know why they're here, and give them the chance to add anything else.
Step 4 — Set the stage for the walk-around
This is the bridge. You don't ask permission. You tell them what you're about to do and why — and you start moving.
Word Tracks
These are not scripts to read. They're starting points. Take what works, change what doesn't, but keep the structure.
"Morning, Mr. Carter — welcome back to Dyer. I've got you here for the oil change and the check engine light. Before we pull her in, I'm going to walk around the car with you real quick so we're both on the same page about its condition. Anything else come up since you scheduled?"
"Hi, I'm [your name], I'll be your advisor today. You must be [customer name] — appreciate you coming in. Let me walk around the car with you so we get everything documented up front, and then I'll get you taken care of inside."
"Hey John, good to see you again. I saw you're in for the oil change and we'd talked about those rear brakes last time. I'm going to walk around the car real quick — habit, but it keeps us honest — and then we'll get you inside."
"Mr. Carter, I know you've got places to be. Give me 60 seconds to walk around the car with you, and then I'll get you out of here. It actually saves us time later. Sound good?"
What Not to Say
No name. No warmth. Sounds like a drive-through.
You should already know. Asking this tells the customer the dealership doesn't have its act together.
You just made the customer wait at the desk. The greeting happens at the car, not on their watch.
Don't ask permission for the walk-around. State that you're going to do it. Customers expect it from a professional shop.
Body Language Cues
| Do | Don't |
|---|---|
| Walk briskly to the car — purposeful, not rushed | Walk slowly with hands in pockets |
| Stand at a slight angle to the customer, not square | Stand directly in front blocking their path |
| Tablet/clipboard relaxed at your side | Holding the clipboard like a shield |
| Open posture, hands visible | Arms crossed, hands hidden |
| Look at the car and the customer in equal measure | Stare only at the paperwork |
Manager Coaching Tip
Stand on the drive during the morning rush. Score advisors on three things only: (1) did they walk out to the car, (2) did they use the customer's name, (3) did they transition naturally into the walk-around. If any of the three is missing, coach it on the spot — short, specific, no public correction. Save the longer feedback for the one-on-one.