What this checklist covers
The Accessory Product Knowledge Checklist is a 15-point scorecard for sales consultant accessory knowledge, feature explanation, compatibility, warranty, installation, and objection handling. Each criterion is scored from 1 to 5 on what the auditor sees on the day, and every gap goes into an action plan with an owner and a close date.
AutoSmart tip: Accessory product knowledge audits should include a live scenario: name a specific customer (e.g., ‘A family of four buying an SUV, two young children, dog, camping twice a year’) and ask the consultant to recommend and explain three accessories without referring to a catalogue. A consultant who can do this confidently will convert; one who cannot will default to showing the catalogue and losing the moment.
The checks
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Feature knowledge and compatibility
- Can the sales consultant accurately describe the features, materials, and specific benefits of the top-selling accessories for the models they are responsible for?
- Is the consultant able to confirm compatibility between a specific accessory and the customer's exact vehicle configuration — covering engine variant, model year, and specification level — without referring to printed compatibility charts every time?
- Is the consultant able to compare two similar accessories (e.g., standard vs. premium floor mats, rubber vs. carpet boot liner) and explain the difference clearly enough for the customer to make an informed choice?
- Is the consultant aware of which accessories require specific installation tools, programming, or calibration, and can they set that expectation with the customer at the point of enquiry?
Warranty coverage and installation process
- Can the consultant accurately explain the warranty coverage for genuine accessories — both the accessory warranty and the impact (or non-impact) on the vehicle warranty if a genuine accessory is fitted?
- Does the consultant know which accessories are self-fit (simple add-ons) and which require workshop installation, and can they explain the installation process timeline to the customer?
- Is the consultant aware of any accessories that carry regulatory restrictions in the customer's market — such as tow bar type approval, window tinting VLT limits, or lighting modifications — and does this knowledge inform their recommendation?
- Can the consultant explain what happens if an accessory fails within warranty — the claim process, the replacement timeline, and whether the vehicle would be off the road during the claim?
Pricing accuracy
- Is the consultant able to quote the current price for any displayed or commonly requested accessory without needing to look it up for every individual item?
- Is the consultant aware of current accessory promotions, bundle deals, and any fitted price offers — and can they apply these accurately in a customer conversation?
- Is pricing quoted by the consultant consistent with the current approved accessory price list, with no outdated prices quoted from memory or previous periods?
Objection handling and governance
- Has the consultant been trained on the most common accessory objections — 'I can get it cheaper online', 'I'll fit it myself', 'I'll wait until later' — with a structured, non-pressured response for each?
- Does the consultant's objection handling reinforce the value of genuine accessories and professional fitment — covering quality, warranty, and vehicle safety — rather than simply discounting as the default response?
- Is accessory product knowledge assessed on a defined schedule — with a practical knowledge check, not only a training completion record — and refreshed when the accessory catalogue is updated?
- Is accessory product knowledge training delivered for every new model launch, covering the accessories specific to that model rather than relying on generic accessory training?
How to run it
How the scoring works
Before the visit, fill in the dealer or centre, the auditor, the date and the audit cycle. Then score each of the 15 checks from 1 to 5 on what you see on the day, not on what the site aims for, and add them up out of 75.
- 1Not in place
- 2Attempted
- 3Defined
- 4Managed
- 5Fully sustained
- Green60–75 · 80–100%Compliant. Keep the standard.
- Amber38–59 · 50–79%Improvement needed: a structured action plan within 30 days.
- Red0–37 · Below 50%Priority intervention, escalated to regional management.
Then close every gap
Each gap goes into the action plan tracker and moves through four stages until the auditor closes it.
- 1PendingOwner and close date set
- 2In progressWork under way, evidence gathered
- 3CompletedEvidence submitted for review
- 4ApprovedVerified and closed by the auditor
