A well-structured onboarding checklist does two things: it ensures consistent training across every new hire, and it gives the advisor and manager a shared view of where they stand in the development process. Without a checklist, training is whatever the manager or senior advisor happens to remember on a given day.

Use this checklist as a starting point and adapt it to your dealership's specific processes.

Week 1: Orientation and Systems

Administrative and HR

• Payroll and benefits setup complete
• Employee handbook reviewed and signed
• DMS login credentials issued and tested
• Email and communication tools configured
• Call recording system access (if applicable)
• Texting platform access and training

Dealership Systems and Operations

• Service department tour: service drive, write-up area, waiting room, shop, parts
• Meet service manager, service director, and team members
• Meet service technicians and parts team
• DMS basics: opening, updating, and closing repair orders
• Appointment scheduling system walkthrough
• Customer pay, warranty, and internal RO types explained
• Labor time guide basics reviewed

Service Products and Menu

• Service menu and pricing reviewed
• OEM maintenance schedule by model understood
• Common repair categories and descriptions reviewed
• Service package options reviewed

Week 2: Write-Up and Customer Interaction

The Write-Up Process

• Standard write-up structure learned (greeting, concern, contact preference, expectations)
• Walk-around process practiced and understood
• Vehicle documentation and damage notation process clear
• MPI introduction language practiced
• First two or three write-ups shadowed with senior advisor
• Write-up first attempt with senior advisor observing and providing feedback

Customer Communication Standards

• Greeting and first impression standards reviewed
• Response time standards for calls and texts clear
• Status update procedures understood
• Estimate presentation language introduced
• Delivery conversation structure reviewed

Roleplay Introduction

• First DealSpeak or manager-led roleplay scenario completed: basic write-up
• Second roleplay scenario completed: status update call
• Feedback received and noted for development plan

Week 3: Recommendations and Upsell

MPI and Recommendations

• MPI results interpretation: red/yellow/green categories understood
• CCC (Concern, Consequence, Cost) recommendation framework learned
• Translating tech language to customer language: 10 common examples
• Estimate presentation structure practiced out loud
• First MPI presentation call attempted with supervisor listening

Objection Handling Introduction

• Top five service objections reviewed with scripted responses
• "I only need an oil change" objection response practiced
• "Is that really necessary?" objection response practiced
• "Your prices are too high" objection response practiced
• One roleplay session on a declined service scenario completed

Week 4: Live Customer Interaction (Supervised)

Supervised Live Interactions

• First five write-ups completed independently with supervisor debrief after each
• First MPI presentation to a live customer completed with supervisor observing
• First estimate approval call made with supervisor monitoring
• First delivery conversation completed with supervisor debrief
• First declined service handled and documented

First Week Independent Metrics Review

• First RO accuracy review with manager (any comebacks from write-up errors?)
• First CSI survey received and reviewed (if available this early)
• First one-on-one with manager: development plan discussion

Month 2: Skill Development

• Weekly roleplay sessions established and underway
• Call recording review sessions initiated (minimum one per week)
• ASE C1 exam preparation materials provided and timeline set
• OEM certification portal access established
• Menu selling training completed and practiced in roleplay
• Declined service follow-up process understood and implemented

Month 3: Independence and Performance Baseline

• Operating fully independently on routine write-ups
• 30-day performance baseline metrics established (HPRO, upsell capture, CSI)
• Development plan updated based on 30-day data
• Peer observations: advisor observes a high-performing advisor for one shift
• Formal 90-day review scheduled

Ongoing Training Commitments (After Month 3)

• Weekly one-on-one coaching sessions
• Monthly team roleplay session
• Quarterly performance dashboard review
• Annual ASE C1 exam preparation or renewal

Having the checklist is step one. Using it consistently across every new hire is step two. Both matter.

Choose a conversation for your role and practice it by voice with AI. Review the feedback and try one suggestion in your next attempt. Start my 15-day free trial. Then $59 per user/month or $590 per user/year, billed annually. Card required; your selected subscription starts automatically unless you cancel before the trial ends.