Service Advisor Performance Checklist
Covers appointment handling, upselling quality, estimate explanation, customer communication, job card accuracy, and CSI impact.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Does the service advisor confirm every appointment 24 hours in advance and ensure the customer's vehicle history and complaint are reviewed before arrival?;
2. Does the advisor greet the arriving customer within the defined wait time standard, making them feel expected and welcomed?;
3. Is a vehicle walkaround conducted with the customer at intake, with pre-existing damage noted and acknowledged before work begins?;
4. Does the advisor ask open-ended diagnostic questions to fully understand the customer's concern, rather than accepting a brief complaint without probing?;
5. Does the advisor proactively inform the customer of any due maintenance items (based on mileage or last service date) identified at intake?;
6. Are upsell recommendations made in a way that clearly explains the benefit to the customer, not presented as an add-on pressure sale?;
7. Is the initial estimate explained clearly — labour, parts, and any applicable taxes itemised — before the customer is asked to approve?;
8. Is additional work approval obtained from the customer verbally and confirmed in writing before work proceeds, with the advisor noting the approval method on the job card?;
9. Is the customer proactively contacted with a status update if the vehicle will not be ready by the promised time, before the customer has to chase?;
10. Is the customer informed of any findings beyond the original scope in plain language, with a clear recommendation and the customer's options explained?;
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.