Lesson 1Pre-inspection walkaround: visible leaks, tire condition, fluid levels, obvious wiring or harness damageGuides a systematic exterior and underhood walkaround before moving the vehicle. Covers checking for leaks, tire wear, glass damage, fluid levels, loose components, and obvious wiring or harness issues, documenting all findings on the RO.
Exterior body, glass, and lighting reviewChecking tires, wheels, and tread wearInspecting for visible fluid leaksUnderhood fluid level and belt checksIdentifying wiring and harness damageLesson 2Vehicle security and key handling policies during inspection and test drive preparationExplains how to control keys, remotes, and keyless fobs to prevent loss or theft. Details secure storage, sign-out logs, valet tags, and rules for test drives, including who may drive, route planning, and documenting mileage before and after.
Key tag coding and identification rulesSecure key storage and access controlKey sign-out logs and accountabilityTest drive authorization and routingPost–test drive mileage and fuel checksLesson 3Recording and storing customer consent for diagnostic time and potential chargesDescribes how to explain diagnostic procedures, rates, and possible additional charges. Shows how to obtain written or digital consent, set dollar or time limits, and store approvals in the RO system to avoid disputes and ensure legal compliance.
Explaining diagnostic process and estimatesSetting time and dollar authorization limitsWritten, digital, and recorded approvalsUpdating consent when scope expandsStoring consent records in RO systemLesson 4Photos and initial evidence gathering: where to photograph and how to label images for the ROCovers best practices for photographing vehicles at intake, including exterior, interior, underhood, and damage areas. Explains file naming, RO linking, time stamps, and how to label images so they are clear, traceable, and legally defensible.
Required intake photo angles and viewsDocumenting pre-existing damage and wearUnderhood and underbody photo guidelinesFile naming and RO number conventionsTime stamps, metadata, and chain of custodyLesson 5Structured symptom interview: clarifying when, how often, and conditions of CEL, rough idle, hesitation, and fuel economy changeProvides a structured method to interview customers about drivability issues. Focuses on clarifying when symptoms occur, frequency, operating conditions, fuel quality, and recent changes, improving diagnostic accuracy and reducing comebacks.
Clarifying concern: CEL, idle, hesitationTime, frequency, and duration of symptomsOperating conditions and load factorsFuel quality, recent fill-ups, and additivesRecent repairs, events, or modificationsLesson 6Documenting initial odometer, VIN, fuel level, and any customer-provided observations or prior repairsTeaches how to accurately record odometer, VIN, fuel level, and customer notes at intake. Emphasizes verifying VIN plate and labels, noting warning stickers, and capturing prior repairs or add-on equipment that may affect diagnosis or warranty.
Reading and recording odometer accuratelyLocating and verifying VIN and labelsDocumenting fuel level and fuel typeRecording prior repairs and modificationsCapturing customer notes and concernsLesson 7Receiving the vehicle and confirming customer complaints on a repair orderFocuses on receiving the vehicle, verifying identity, and matching the customer’s concerns to the repair order. Covers confirming contact data, complaint wording, symptoms versus diagnoses, and documenting any warning lights or noises at drop-off.
Verifying customer and vehicle identityTranslating concerns into clear complaintsSeparating symptoms from customer diagnosesConfirming contact and authorization detailsDocumenting warning lights, noises, and smellsLesson 8Lift and jacking procedures, wheel chock placement, and vehicle stability verificationDetails safe lifting and jacking procedures for various vehicle types. Includes selecting lift points, using jack stands, placing wheel chocks, verifying stability before work, and following manufacturer and shop safety guidelines every time.
Identifying approved lift and jack pointsSetting arms and pads correctlyWheel chock placement for lifts and jacksVerifying vehicle stability before workLowering procedures and post-lift checksLesson 9Required safety checks before work: PPE, parking brake, wheel chocks, keys, immobilizer, battery disconnect policyOutlines mandatory safety checks before any work begins. Includes PPE selection, verifying parking brake and gear position, wheel chock placement, shop ventilation, immobilizer use, and when and how to disconnect or reconnect the battery safely.
Selecting and using required PPEParking brake and transmission checksWheel chock placement best practicesImmobilizer and anti-theft precautionsBattery disconnect and reconnect stepsLesson 10Using the dealership repair order system: fields to populate (complaints, visual findings, advised authorizations)Explains how to navigate the dealership RO system and correctly fill required fields. Covers complaint, cause, and correction structure, attaching photos and estimates, adding technician notes, and entering recommended services and approvals.
Mandatory RO header and vehicle fieldsEntering complaints, causes, correctionsAttaching photos and documents to ROsRecording estimates and authorizationsAdding notes for parts and warranty staff
