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

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

For service departments implementing AI voice roleplay, DealSpeak integrates naturally into the onboarding process at weeks two and three — giving new advisors structured scenario practice before they're fully on their own. Start your free trial.