Template

CSR Spotlight Checklist

by Eric Majority, from the Community

20+

This CSR Spotlight checklist supports customer service reps in automotive service shops, especially quick-lube and oil change centers. It covers greeting and welcoming guests, confirming if they are new or returning, setting service expectations, and explaining safety, efficiency, systems, and fluids checks. It guides oil presentation choices with personal recommendations, battery testing, and service recommendations aligned with OEM guidance. The checklist emphasizes verifying guest contact details, presenting good items first, handling objections, prioritizing by mileage, and asking for the sale. It includes steps to finalize invoices, review completed services, and encourage survey participation. Behavioral standards (GEMSS) highlight eye contact, posture, enthusiasm, and consistent smiling to improve satisfaction and sales.

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Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

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CSR Spotlight Checklist

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