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 walk-around standard.

Question 1

Where should the customer be greeted?

At the service desk after they walk inside
Wherever the advisor is when they notice the customer
At the car, as the customer is getting out
By the cashier so paperwork can be confirmed first

Correct answer: At the car. The greeting and the walk-around are one motion. Greeting at the car puts the conversation on the customer's turf and gives you a natural reason to inspect the vehicle together.

Question 2

What's the target time for a complete walk-around?

Under 30 seconds — keep it efficient
About 90 seconds, every car, every time
5 minutes minimum to do it right
As long as it takes — no target

Correct answer: 90 seconds. Under 60 is rushed. Over 3 minutes is dragging. Consistency at 90 seconds is what makes the routine repeatable across the team.

Question 3

Why do we document pre-existing damage on the RO?

It's a manufacturer requirement
To pad the inspection so it looks thorough
Only required for new customers
To protect the dealership and the customer if a dispute arises at pickup

Correct answer: To protect the dealership and customer. Damage not documented is damage the dealership might end up paying to repair. It also gives the customer confidence that nothing will be missed.

Question 4

How should a customer's stated concern be written on the RO?

Translated into proper technical terminology
Verbatim — using the customer's own words
Summarized as briefly as possible
Only if it sounds important to the advisor

Correct answer: Verbatim. "Sometimes makes a noise on the highway" is not the same as "vibration above 60 mph." Capture what the customer actually said. The tech can translate.

Question 5

Which finding is a "yellow" item that should be flagged for the customer?

Tires at 2/32" tread depth
Pads worn to metal-on-metal
Tires at 4/32" with visible inside-edge wear
A bald tire with cord showing

Correct answer: Tires at 4/32" with inside-edge wear. Yellow = watch item. 2/32" and metal-on-metal are red (needs attention now). Setting it up as yellow at the drive prevents the customer from being blindsided when the MPVI confirms it.

Question 6

What are the three essentials of the 30-second tech brief?

The headline, your flags, and the video focus
Customer name, RO number, and parts availability
Pricing, time estimate, and warranty status
Mileage, year, and model

Correct answer: Headline, flags, video focus. The tech needs to know why the customer is here, what you spotted that they should verify, and what to make sure shows up on the MPVI.

Question 7

A customer asks how long the inspection will take. The honest answer is "usually about an hour." What do you tell them?

"About an hour."
"Should be quick — 30 minutes or so."
"It's hard to say."
"Realistic timeframe is about an hour and a half. If it's done sooner, I'll call you right away."

Correct answer: An hour and a half. Always quote the pessimistic number. Beating an expectation is a CSI win. Missing one is a CSI hit. Same actual time, completely different customer experience.

Question 8

Which is the best way to introduce the walk-around to a customer?

"Mind if I take a quick look at the car?"
"I just need to inspect for damage real fast."
"I'm going to walk around the car with you so we're both on the same page about its condition."
"Wait here, I'll be right back after I check your car."

Correct answer: "I'm going to walk around the car with you..." You don't ask permission and you don't make it feel adversarial. State it confidently and involve the customer. The word "with" matters.

Question 9

What's the right move when you spot a windshield chip during the walk-around?

Ignore it — it's not why they came in
Point at it, document it, and mention that insurance often covers chip repair at no cost
Tell them they need a full windshield replacement
Wait to see if the tech catches it

Correct answer: Point at it, document it, mention insurance. Walk-around findings are about taking care of the customer, not just selling work. A chip surfaced honestly with a low-friction next step builds enormous trust.

Question 10

Which sentence is the right way to close the walk-around?

"We'll call you when it's ready."
"Should be done sometime today."
"Hang tight, we'll let you know."
"I'll call you within the next 90 minutes with a full review. I'm Mike — if you need to call in, ask for me directly. We'll take care of you, Mr. Carter."

Correct answer: Option D. Specific time window. Reintroduces the advisor's name for callback ease. Closes with a confidence statement and the customer's name. That's the close that lifts NPS.

Your Score

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