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08/08/2012 Property of Brake Check
Learning and Performance Objectives
Review Welcome module.
Understands and can define Mission Statement,
Strategy Statement, and Core Values.
Understand the career ladder, pay scale and
bonus structure available.
Understands expectations of Store Basic Job
Qualifiers.
Understands lunch and rest periods policy.
Understands Tobacco Policy.
Meets Dress Code Policy.
Understands what is expected in the 28 day
Manager in Training Program.
Correctly identify each job role and their main
functions.
Meet all store team members.
Understands Clock in/Clock out procedure.
Understands Opening / Closing procedures
Introduction to functionality and use of
Playbook.
Verified log in access to BCI and Tool Store.
Complete online module Check-On Learning
quiz and print out results.
NOTES:
______________________________________________________
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______________________________________________________
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______________________________
Manager in Training
Property of Brake Check – Do Not Photocopy
1 Day
Welcome Module 1
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Module
define Mission Statement,
Strategy Statement, and Core Values.
Module
Understand the career ladder, pay scale and Module
Basic Job Module
and rest periods policy. Module
Module
Module
what is expected in the 28 day Module
Correctly identify each job role and their main Module
Store
procedure. Practical
Opening / Closing procedures and
Introduction to functionality and use of
Playbook
Verified log in access to BCI and Tool Store. Lobby PC
On Learning BCI
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______________________________________________________
______________________________________________________
______________________________ ___________________________
Store Director - Signature
1 | P a g e
Date
Mastered
mm/dd/yyyy
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______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Basic Procedures
Learning and Performance Objectives
Go over homework and explain in detail
Spot and full mopping of bays.
Brake Check Technician Action Words
Bay Procedure.
4-Wheel Procedure.
Wheel Torque Procedure.
Road Test Procedure.
Battery Starting Charging - Delphi Modules
passed
Complete online module Check-On Learning
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training
Property of Brake Check – Do Not Photocopy
1 Day
Basic Procedures Module 2
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail MT Folder
Delphi/Orientation
Action Words. Module
Module
Module
Module
Module
Delphi Modules BCI/Delphi
On Learning BCI
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______________________________ ___________________________
Store Director - Signature
2 | P a g e
Date
Mastered
mm/dd/yyyy
______________________________________________________
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______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Oil Change Procedure
Learning and Performance Objectives
Go over homework and explain in detail
Understand and demonstrate the Oil
Change Procedure.
Understand and demonstrate the Oil Out
Tag Procedure.
Proper use of oil related Action Words
Define Viscosity.
Define High mileage oil.
Define Synthetic-blend oil.
Define Full Synthetic oil.
Complete online module Check-
Learning quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training
Property of Brake Check – Do Not Photocopy
2 Days
Oil Change Procedure Module 3
Learning and Performance Objectives Trainer's
Resource
Corporate Director
Initials
Go over homework and explain in detail MT
Folder
Understand and demonstrate the Oil Module
Understand and demonstrate the Oil Out Module
related Action Words Practical
Module
Module
Module
Module
-On
Learning quiz and print out results.
BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Store Director - Signature
3 | P a g e
Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Alignment Procedure
Learning and Performance Objectives
Go over homework and explain in detail
Ready the Alignment Rack before and after
every alignment.
Master Alignment Target placement.
Master and operate the Alignment
Machine (OSI Instructions)
Understand what is Toe.
Understand what is Camber.
Understand what is Caster.
Master Alignment Procedure.
Completes all QuickChecks
Learn all front end inspections.
Install Alignment Shim kits and Cam
Replace all shocks.
Learn how to calibrate tire balance
machine and balance all tires.
Complete Delphi Modules - Steering /
Suspension
Complete online module Check-
Learning quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Alignment Procedure Module 4
Learning and Performance Objectives Trainer's
Resource
Corporate
Director Initials
explain in detail MT Folder
Ready the Alignment Rack before and after Practical
Master Alignment Target placement. Practical
Master and operate the Alignment Module
Hunter Video
Hunter Video
Hunter Video
Module
Practical
Practical
Install Alignment Shim kits and Cam Bolts. Practical
Practical
Learn how to calibrate tire balance Practical
Steering / BCI/Delphi
-On
results.
BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
4 | P a g e
Date Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Brake Technician Procedure
Learning and Performance Objectives
Go over homework and explain in detail
Disassemble / Reassemble Disc Brakes.
Disassemble / Reassemble Drum Brakes.
Learn Rotor / Drums specs.
Operate the on car lathe.
Maintenance Calipers.
Bleed and flush vehicles.
Replace Wheel Cylinders.
Replace Brake Hoses.
Learn Speed of Service Team Strategy
Learn Axle Grease Seals.
Learn Emergency Brakes.
Learn Master Cylinder.
Delphi Brake System Diagnosis & Repair
Delphi Drum Brake System
Delphi Disk Brake System
Brake System Total Overview
Complete online module Check-
Learning quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Brake Technician Procedure Module 5
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
homework and explain in detail MT Folder
Disassemble / Reassemble Disc Brakes. Practical, Module
Disassemble / Reassemble Drum Brakes. Practical
Practical, Module
Practical, Module
Practical, Module
Practical, Module
Practical
Practical
Learn Speed of Service Team Strategy Module
Practical
Practical
Practical
elphi Brake System Diagnosis & Repair BCI/Delphi
BCI/Delphi
BCI/Delphi
BCI/Delphi
-On
Learning quiz and print out results.
BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
5 | P a g e
Corporate Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Business Operations
Learning and Performance Objectives
Go over homework and explain in detail
Verifies the shop is properly dressed out.
Mic and reface all rotors on bench lathe.
Order all parts for the store.
Pull all parts for technicians.
Build mock schedules according to
production rates.
Prepare Blue Bins for internet appointment
customers.
Full understanding of the process of Outside
Purchasing Parts
Cross Method used on all invoices.
Scan all Invoices into the R.O. system
appropriately.
Master returning Outside Purchased Parts
End of day Processing of Parts Usage Report.
Playbook SM weekly tasked duties
SM Opening / Closing Procedure performed.
Technician's daily/weekly DBR.
Manage shop production to meet the time
expectations given to the customers.
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Business Operations - SM Role Module 6
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail MT Folder
Verifies the shop is properly dressed out. Practical, Module
on bench lathe. Practical, Module
Practical
Practical
Build mock schedules according to Practical, Module
Prepare Blue Bins for internet appointment Practical, Playbook
of the process of Outside Module
Cross Method used on all invoices. Practical, Module
Scan all Invoices into the R.O. system, file Practical, Module
Master returning Outside Purchased Parts. Practical, Module
End of day Processing of Parts Usage Report. Practical, Module
Playbook SM weekly tasked duties. Practical, Playbook
Opening / Closing Procedure performed. Practical, Playbook
Practical, Playbook
Manage shop production to meet the time
customers.
Practical,
Inspection Forms
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
6 | P a g e
Corporate
Director
Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
2 Week Review:
Strengths / Weaknesses / Notes
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_______________________________________________________________________
______________________________
Manager in Training Name – Printed
_________________________
Corporate Director Name – Printed
Property of Brake Check – Do Not Photocopy
trengths / Weaknesses / Notes
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_________________________________________________________
______________________________________________________________________________
_______________________________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
___________________________
Printed Corporate Director – Signature
7 | P a g e
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
__________
Date
__________
Date
08/08/2012 Property of Brake Check
Business Operations
Learning and Performance Objectives
Go over homework and explain in detail
Mastered "Working the Lobby".
Maintain store appearance.
Maintain employee appearance
Understand how and where to order supplies.
Understand Small Tool Purchases.
Understands and handles bank deposits.
Pricing out OP
Warranty out parts for customers.
Mastered SD Closing Procedures
Mastered Office paperwork
Opening / Closing Procedure performed.
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
1 Days
Business Operations - SD Role Module 7
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail MT Folder
Module
Module
Practical,
Playbook
Welcome
Module
Understand how and where to order supplies. Module
Understand Small Tool Purchases. Module
and handles bank deposits. Module
Practical
Warranty out parts for customers. BCI
Mastered SD Closing Procedures Practical
Practical
Opening / Closing Procedure performed. Practical,
Playbook
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
8 | P a g e
Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Oil Change Sales Strategy
Learning and Performance Objectives
Go over homework and explain in detail
Understand why Oil Changes are business critical.
Describe Brake Check's unique approach to
selling oil changes
Explain how to Under Promise and Over Deliver
Master the Oil Change Sales Strategy, and how it
works together in the Customer Life Cycle and
The Big 3.
Describe how to use the $10 off business card
promotion
Describe how to use the Period Promotion
Describe how to use the BrakeChecker Rewards
Program
Benefits of High Mileage and upgradable
position.
Benefits of Synthetic Oil and upgradable position.
Benefits Synthetic Blend and upgradable
position.
Explain what are the relevant services for an oil
change and how and when are they sold.
Learn Alignment QuickCheck cross
conversation.
Learn Oil 2-Minute Drill
Master completion of the inspection sheets
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Oil Change Sales Strategy Module 8
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail MT Folder
Understand why Oil Changes are business critical. Module
Describe Brake Check's unique approach to Module
Explain how to Under Promise and Over Deliver Module
Master the Oil Change Sales Strategy, and how it
works together in the Customer Life Cycle and Module
Describe how to use the $10 off business card Module
use the Period Promotion Module
Describe how to use the BrakeChecker Rewards Module
Benefits of High Mileage and upgradable Module
Benefits of Synthetic Oil and upgradable position. Module
upgradable Module
Explain what are the relevant services for an oil
change and how and when are they sold. Module
Learn Alignment QuickCheck cross-sell Module
Module
inspection sheets Practical
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
9 | P a g e
Corporate Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Alignment Sales Strategy Module
Learning and Performance Objectives
Go over homework and explain in detail.
Explain in detail Alignment Sales Strategy.
Explain how to Under Promise and Over Deliver
Explain Alignment Benefits.
Understand 1x Alignment and 1x Tire Balance
warranty.
Understand Lifetime Alignment warranty.
Understand Front End parts warranty.
Understand Ride Control / Shocks and Struts
warranty.
Understand Lifetime Tire Balance warranty.
Understand all Promotions & Special Offers
Role Play Customer Scenarios.
Lifetime Alignment vs. 1x Alignment script
learned.
Master completion of the inspection sheets.
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Alignment Sales Strategy Module 9
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail. MT Folder
Explain in detail Alignment Sales Strategy. Module
Explain how to Under Promise and Over Deliver Module
Module
Understand 1x Alignment and 1x Tire Balance Module
warranty. Module
warranty. Module
Understand Ride Control / Shocks and Struts Module
Understand Lifetime Tire Balance warranty. Module
Understand all Promotions & Special Offers Module
Practical,
Module
Lifetime Alignment vs. 1x Alignment script Module
Master completion of the inspection sheets. Practical
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
10 | P a g e
Date Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Brake
Learning and Performance Objectives
Go over homework and explain in detail.
Describe Brake Check's unique approach to selling
brake services.
Explain how to Under Promise and Over Deliver
Understand what is the Free Visual Brake
Inspection.
Understand Needs and Recommends.
Understand Line Item Pricing.
Understand the Visual Brake Inspection Script.
Learn of why we "Never Shortcut the Process".
Understand the Negotiation Strategy.
Understand the Brake Check Value.
Understand Customer Resistance and Sticker
Shock
Learn the Back down procedure.
Understand the Mechanical Brake
Learn Rotor / Drums Inspection Script.
Learn Caliper Maintenance script.
Learn Axle Grease Seals script.
Learn Parking Brake script.
Learn Master Cylinder script.
Role play line by line item pricing and building
value on each service.
Perform Dash Board Review (DBR) with
Complete online module Check-
and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
Brake Sales Strategy Module 10
Learning and Performance Objectives
Trainer's
Resource
Corporate
Director
Initials
explain in detail. MT Folder
Describe Brake Check's unique approach to selling Module
Explain how to Under Promise and Over Deliver Module
Understand what is the Free Visual Brake Module
Recommends. Module
Module
Understand the Visual Brake Inspection Script. Module
Learn of why we "Never Shortcut the Process". Module
Understand the Negotiation Strategy. Module
Understand the Brake Check Value. Module
Understand Customer Resistance and Sticker Module
the Back down procedure. Module,
Practical
Brake Inspection. Module
Learn Rotor / Drums Inspection Script. Module
script. Module
Module
Module
Module
Role play line by line item pricing and building Practical
Perform Dash Board Review (DBR) with SD daily.
-On Learning quiz BCI
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
11 | P a g e
Date Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
Customer Complaints and Resolution
CD will personally train the MT utilizing the
Order System. CD will train the MT on the utilization of the R.O System, sufficient
enough to operate a store by mastering the following Learning and Performance
Objectives:
Learning and Performance Objectives
Go over homework and explain in detail.
Define a GIFT.
Define Brake Check's style of customer service
management
Role Play Pitfalls of Ineffective Communication
Define Strategies for Effective Communication
Define the eight steps of the "Complaint is a
Gift" Formula
Define the steps of Complaint Resolution
Options
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
1 Day
Customer Complaints and Resolution Module 11
CD will personally train the MT utilizing the information found within FM10
Order System. CD will train the MT on the utilization of the R.O System, sufficient
enough to operate a store by mastering the following Learning and Performance
Learning and Performance Objectives Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail. MT Folder
Module
Define Brake Check's style of customer service Module
Communication Practical
Define Strategies for Effective Communication Module
Define the eight steps of the "Complaint is a Module
Define the steps of Complaint Resolution Module
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
12 | P a g e
information found within FM10 - Repair
Order System. CD will train the MT on the utilization of the R.O System, sufficient
enough to operate a store by mastering the following Learning and Performance
Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
08/08/2012 Property of Brake Check
First and Last Impressions
CD will personally train the MT utilizing
Drill & Comebacks. MT will process all 2
to handle and service a comeback customer by utilizing the Learning and Performance
Objectives below:
Learning and Performance Objectives
Go over homework and explain in detail
Learn how to start a new R.O.
Learn how to look up a repeat customer in
the R.O.
Learn the Phone Procedure.
Role play how to avoid Phone Etiquette
Mistakes.
Role play Customer Contact Scenarios
Learn how to avoid pricing over the phone.
Phone shop stores using Phone Procedure
Grading Rubic
Learn the Meet and Greet Procedure.
Explain how to Under Promise and Over
Deliver
Learn the 2-Minute Drill
Learn how to close and R.O.
Complete online module Check-
quiz and print out results.
NOTES:
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________
Manager in Training Name – Printed
Property of Brake Check – Do Not Photocopy
2 Days
First and Last Impressions Module 12
CD will personally train the MT utilizing the information found within FM11
MT will process all 2-Min Drills and gain a full understanding on how
to handle and service a comeback customer by utilizing the Learning and Performance
Learning and Performance Objectives
Trainer's
Resource
Corporate
Director
Initials
Go over homework and explain in detail MT Folder
Practical
Learn how to look up a repeat customer in Practical
Module,
Homework
Role play how to avoid Phone Etiquette Module,
Practical
Role play Customer Contact Scenarios. Module,
Practical
Learn how to avoid pricing over the phone. Module
ing Phone Procedure MT Folder,
Practical
Learn the Meet and Greet Procedure. Module
Explain how to Under Promise and Over Module
Module
Module
-On Learning BCI
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________ ___________________________
Printed Manager in Training – Signature
13 | P a g e
nd within FM11 - 2-Minute
Min Drills and gain a full understanding on how
to handle and service a comeback customer by utilizing the Learning and Performance
Date
Mastered
mm/dd/yyyy
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
__________
Date
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