The Walk-Around, Step by Step
This is the lesson the whole module is built around. Every advisor at Dyer should be able to do this exact same routine — without looking — in 90 seconds.
Execute a consistent, repeatable walk-around that covers every inspection point, involves the customer at the right moments, and feeds the technician everything they need for a clean MPVI.
The Route: Counter-Clockwise, Every Time
Start at the driver's door. Move counter-clockwise around the vehicle: driver side → front → passenger side → rear → back to driver door → under hood → interior. Same direction every time. Muscle memory is what makes you fast.
You greeted the customer at the driver's door. Moving counter-clockwise keeps you and the customer on the same path, ending back where they got out. No backtracking. No "now if you'll follow me around the other way." Smooth.
The Seven Stops
Stop 1 — Driver Side Exterior
- Paint, panels, doors — look for dings, scratches, dents
- Front and rear driver-side tires — tread, sidewall damage, pressure if you have a gauge
- Wheels — curb rash, damage
- Side glass and mirror
"I see a scuff here on the rear quarter — looks like it was already there. I'll note it on the RO so we're both clear it didn't happen with us."
Stop 2 — Front of the Vehicle
- Front bumper, grille, hood for damage
- Headlights — fogging, cracks, working condition if you can check
- Windshield — chips, cracks, wiper blade condition
- License plate, registration sticker if applicable
"Got a small chip in the windshield here — sometimes insurance covers that as a no-cost repair. Want me to have someone take a closer look while you're here?"
Stop 3 — Passenger Side Exterior
- Same as driver side: paint, panels, glass, mirror
- Front and rear passenger-side tires — tread, sidewall, pressure
- Watch for uneven wear between sides — flag for tech
Stop 4 — Rear of the Vehicle
- Rear bumper, trunk/tailgate, taillights
- Exhaust tips — heavy soot, rust, hanging components
- Tow points if applicable (marine and truck customers especially)
- Visible fluid drip on the ground behind the rear tires
"I noticed a little wetness on the ground back here. Could be condensation, could be something we want to take a look at. Either way I'll have the tech check it during the inspection."
Stop 5 — Under the Hood (When Appropriate)
For maintenance visits or any concern that involves engine, cooling, or charging system. Quick visual only — the tech does the detail work.
- Obvious leaks or staining
- Belts and hoses if visible
- Battery terminals — corrosion, condition
- Fluid levels you can quickly eyeball (washer fluid, coolant overflow)
- Aftermarket additions the tech should know about
Stop 6 — Tires (Yes, Again — All Four Together)
After you've walked the perimeter, take 15 seconds to look at all four tires as a set. You're looking for:
- Tread depth — use a gauge or the penny test if needed
- Wear pattern — inside edge, outside edge, center (each tells a different story)
- Sidewall cracking, bulges, plugs from prior repairs
- Brand and size mismatch between tires (flag for tech)
- Date code — older than 6 years gets a closer look
"These fronts are getting pretty close — I'd say you've got maybe one more season on them. I'm not asking you to buy tires today, but our tech is going to measure them and we'll show you exactly where they're at."
Stop 7 — Interior + Warning Lights
- Open the driver's door, sit briefly or lean in
- Key in / ignition on — watch the dash light up
- Note every warning light: check engine, ABS, airbag, TPMS, oil, brake, battery, low fuel
- Mileage — confirm against RO
- Maintenance reminders or service interval messages
- Cabin condition — child seats, lots of personal items, pets (affects how it goes in the shop)
"I see your TPMS light is on — could be a sensor, could be one tire low. We'll get it sorted while you're here. I also notice your maintenance reminder is showing — looks like you're due for the next service. Let's talk about that inside."
The Green / Yellow / Red Filter
As you walk, sort everything you see into three buckets. This sets the customer up for the MPVI later.
Items you inspected and that are healthy. Customers love hearing about green items. It's free trust.
Tires at 4/32", brake pads getting thin, a slow leak that hasn't dropped the level yet. Mention it now so the MPVI confirmation doesn't blindside them later.
Safety items, drivability concerns, tires at 2/32" or lower, brake metal-on-metal. Don't soften these — but don't fear-sell either.
Customer Involvement Throughout
The walk-around should never feel like you're working on the customer. It should feel like you're working with them. Three habits make this happen:
- Point at what you're talking about. Not the area — the actual thing. Your finger on the tire wear. Your hand on the panel.
- Pause for them to look. Let them see it. Don't rush past.
- Ask once: "Anything else been bothering you about the car?" One open-ended question, mid-walk-around. You'll be surprised what comes out.
The 90-Second Walk-Around Checklist
Use this as a study aid or coach card. Tap items to check them off.
Common Mistakes
- Skipping the back of the vehicle because "nothing's ever wrong back there."
- Walking around with the clipboard but never writing anything down.
- Mentioning a finding once, fast, and moving on before the customer registers it.
- Inspecting silently — customers feel like they're being judged.
- Using technical jargon ("you've got camber wear on the inside edge") instead of plain English ("see how this side is worn down more than the other? That tells us something").
- Promising it can be fixed today before the tech has looked at it.
Manager Coaching Tip
Ride along during the morning shift. Time the walk-around discreetly. Under 60 seconds is rushed. Over 3 minutes is dragging. The target is 90 seconds, every car. If an advisor is consistently outside that range, the issue isn't the routine — it's that they're not using a routine. Re-coach the seven stops in the same order until it's automatic.