Start Strong: The Greeting and Value Statement
A great Multi-Point Vehicle Inspection (MPVI) doesn’t begin in the shop. It starts the moment the customer arrives at the dealership. The Service Advisor sets the tone, not just by taking down vehicle concerns, but by explaining the value of the inspection in a professional and approachable way.
This isn’t about listing off technical features. It’s about explaining to the customer that this inspection is a courtesy, something you do to ensure their vehicle is safe, reliable, and fully checked while it’s in your care. When the customer sees the MPVI as a benefit and not just a checklist, their trust begins to grow.
Even a simple statement like, “We provide a complimentary full inspection to make sure everything looks good while you’re here” can make a big difference. It gives the customer peace of mind and shows them that you’re focused on their long-term satisfaction, not just their current visit.
This moment is also your chance to ask for permission. Getting the customer’s buy-in to perform the MPVI isn’t just polite, it makes them more likely to listen later when recommendations are made. A customer who feels respected is far more likely to return and approve future services.
When Service Advisors skip this step or treat it like a formality, they miss the opportunity to build trust and begin the visit on a positive note. And when the greeting and value statement are done well, the MPVI starts off with the credibility and personal connection it needs to succeed.
Customer Involvement: Walking the Vehicle Together
A printed MPVI form may look like a tool for internal use, but when used correctly, it becomes a bridge between the service team and the customer. The walk-around inspection is more than a visual check, it’s a shared moment with the customer that builds confidence and adds clarity.
When the Service Advisor invites the customer to participate, even passively, it shifts the interaction. You’re no longer just the dealership. You’re a trusted voice walking them through their own vehicle. Many customers don’t know what to look for under the hood or around their car. By guiding them through the process, you help them feel informed rather than uncertain.
Simple touches matter. Turning on the headlights, checking the inside dome lights, and even letting the customer help test the blinkers or wipers shows that you’re thorough. It shows that you care about the details. And when you narrate what you’re doing, “I’m checking your tire tread here” or “Let me take a look at the wipers to make sure they’re still clearing well,” you’re helping the customer connect the dots.
You’re not trying to scare them or talk them into a service. You’re walking them through what’s visible and helping them understand the condition of their vehicle. This creates a better experience for the customer and lays the groundwork for service recommendations that feel honest and helpful.
This step only takes a few minutes, but it makes a lasting impression. A customer who sees what you see is far more likely to listen when you share technician findings later. Without this early involvement, the rest of the MPVI often feels like a cold report. With it, the MPVI becomes part of a genuine conversation.
Detailed Inspection: Turning Observations into Conversations
Once the customer has given permission and the walk-around begins, the MPVI becomes a structured opportunity to find areas that need attention while still delivering value. The process should always feel transparent, not transactional.
Start by checking inside the vehicle. Look at the mileage and oil life monitor, if present. Flip on the lights. Test the turn signals and emergency flashers. Even though these may seem basic, small details matter to a customer. These checks show that you’re paying attention and doing more than just glancing at the car.
Then move to the outside. A simple method is to start at the driver’s door and move counterclockwise around the vehicle. Take note of damage. Look for chips, cracks, scuffs; anything that the customer might not have noticed. If your dealership has a body shop, this is a perfect time to offer a free estimate. You’re not pushing it. You’re offering it based on observation.
Check tire wear carefully. Use a tread depth gauge. Let the customer know what you’re seeing. If there’s uneven wear, explain what that might mean: low pressure, misalignment, or suspension issues. Helping the customer understand these signs gives them confidence that your team knows what they’re doing and cares enough to explain it in simple terms.
Ask small but effective questions: “How have your wipers been lately?” or “Do they still clear the windshield well in heavy rain?” These aren’t sales questions. They’re practical, helpful prompts. If the customer says their vision has been poor during storms, they’re giving you permission to talk about replacing the blades.
It’s not just about looking for things to fix. It’s about creating a flow where observations lead to conversations. A cracked light, a worn tire, or an old battery can all become natural talking points when they’re identified in the moment, not dropped as surprises on a printed sheet later.
The MPVI, at its best, isn’t a form. It’s a guide for a shared conversation that helps the customer feel informed and valued. This step sets the stage for meaningful recommendations once the technician completes their portion.
Tire & Wear Patterns: The Profit Hidden in Plain Sight
Tires are one of the most common and commonly missed opportunities in a service drive. According to industry data, about 15% of vehicles that come in for service need at least one tire. Even more compelling: 85% of those customers who do need tires will purchase from the first person who points it out.
This means that the Service Advisor who takes tire checks seriously during the MPVI can directly influence both safety and revenue. But it has to be done the right way.
It starts with clear, consistent measurements. Use the same tools every time. Record tread depth. Note any unusual wear patterns. Once you’ve noted the data, use it to have a real conversation with the customer not just a report drop.
When wear is uneven, explain it. Let the customer know what you see. If the inside of a tire is more worn than the outside, help them understand why that could happen. Maybe it’s an alignment issue. Maybe it’s a matter of pressure. The goal isn’t to sound technical. It’s to sound like someone who wants their vehicle to last.
Sometimes customers hesitate on tires because they’re expensive or they think they have more life left. This is why being first and being informative matters. When the customer sees the tire up close, hears the measurements, and understands what it means, they’re more likely to make a decision based on logic and care, not just fear.
Tire sales also help the shop. Replacing tires often leads to alignment checks or related services, which increase technician hours. It’s not about padding the ticket. It’s about addressing real needs before they become safety issues.
This approach requires consistency. Every vehicle. Every time. A Service Advisor who skips tire checks is walking past easy profit. A team that values this step as part of the MPVI builds trust, keeps cars safe, and adds real dollars to the bottom line all with one simple tool: observation backed by explanation.
Technician Engagement: Why It’s Not Just a Checklist
Once the Service Advisor completes their portion of the MPVI and attaches it to the repair order, the baton is passed to the technician. This step is where many service departments fall short, not because technicians don’t care, but because they may not fully understand how their inspection connects to the customer’s decision-making process.
Too often, technicians see the MPVI as just another form to fill out. A task. A distraction from the repair work they’re trained to do. But when used correctly, the MPVI is a chance for the technician to directly support the success of the shop. The findings they record carry serious weight when the advisor speaks to the customer.
It’s not just about marking boxes. A smudged, incomplete, or sloppy MPVI can damage the customer’s trust. If the form comes back with greasy fingerprints or hard-to-read writing, the message to the customer is clear even if it’s unintentional: “We don’t really care.” This ruins the credibility built during the walk-around.
On the other hand, a clean, thorough, and properly filled-out MPVI from the technician tells a different story. It says, “We looked this car over carefully. Here’s what we found. Here’s what we recommend.” When a Service Advisor presents that to the customer, they’re not just selling a service, they’re speaking on behalf of a technician who took the time to be professional.
Technicians should be trained and reminded that their role in the MPVI is not just important, it’s essential. They’re not doing paperwork for paperwork’s sake. They’re providing the evidence that supports a repair recommendation. They’re giving the advisor a tool to speak with authority. And when the customer approves the job, the technician gets more hours on the RO.
This is how everyone wins. The technician’s pride in a job well done adds to the dealership’s reputation. The customer leaves with a better understanding of their vehicle and the confidence that it was looked at by professionals. And the department runs more profitably, not through pressure, but through process.
Technician buy-in is key. When the entire team from the service drive to the bays treats the MPVI as a shared responsibility and not a formality, the results speak for themselves. Higher average RO dollars. Better approval rates. More consistent performance.
Inspection-Based Selling: The Credibility Close
One of the biggest advantages of a strong MPVI is the ability to shift the sales conversation from opinion to evidence. This isn’t about being persuasive. It’s about being credible.
When a Service Advisor calls a customer to recommend a repair, they’re often met with hesitation. The customer wonders if the service is really needed, or if it’s just a suggestion. That hesitation fades when the recommendation is based on clear, documented inspection findings from a certified technician.
This is where inspection-based selling becomes so effective. Imagine a call that sounds like this: “Mrs. Johnson, during our inspection process, Joe our certified technician found that your front brake pads are worn below minimum thickness. Based on his recommendation and what we’ve already discussed during the walk-around, we suggest replacing the pads today.”
That statement changes the tone. The customer isn’t being pressured. They’re being informed. The decision feels safer because it’s tied to a process they’ve already been part of. They remember the advisor who walked them through the vehicle. They trust the technician whose name they’ve just heard. It becomes less about sales and more about care.
This method also protects the dealership. When repairs are tied to written documentation and technician certification, there’s less room for confusion or dispute. It strengthens your reputation and reinforces the quality of your inspection process.
Inspection-based selling also supports consistency. Every advisor has access to the same process, the same tools, and the same foundation for recommendations. It removes guesswork and ensures that your team is aligned on how to present services to the customer.
The key here is clarity and preparation. The MPVI has to be filled out completely and legibly. The advisor must be able to speak to the findings with confidence. And the handoff between technician and advisor must be clean and timely. When all of this is done well, the inspection becomes the proof not just for one job, but for a lifetime of visits.
Redelivery Review: Where Most Profit Potential Is Lost
The final step in the MPVI process is the redelivery. It might seem small, but skipping it means losing the value of everything that came before.
When the customer comes back to pick up their vehicle, they’re focused on speed. They want their keys and a quick summary. But this is the exact moment when Service Advisors need to pause and bring the MPVI back into the conversation.
A brief review of the inspection reminds the customer of the care that went into their visit. It shows that the team didn’t just fix their initial concern, they looked at the vehicle as a whole. Even if no additional work was approved during the visit, walking the customer through the inspection form builds trust.
It also creates an opening to schedule future work. Maybe the technician noted that the brakes are close but not quite ready. Maybe a battery test showed signs of weakening. Sharing that information shows foresight and responsibility, not sales pressure.
Even better, it gives the customer a reason to come back. “Let’s keep an eye on this and check it again next visit” is a powerful way to create continuity. The customer leaves knowing that your team is paying attention to their needs and thinking ahead.
This review should never feel like a script. It should feel like part of the relationship. “Here’s what we found. Here’s what we did. Here’s what to watch going forward.” That’s it. Short, clear, and genuine.
Many dealerships lose thousands each year by skipping this simple step. All the technician’s effort, all the advisor’s conversation, all the inspection work it goes unmentioned. The customer never hears the final story. They just leave. And next time, they may not come back.
A strong redelivery creates a complete customer experience. It ties everything together. It closes the loop on the MPVI. And it lays the groundwork for retention, trust, and long-term revenue.
The Bottom Line: Profit, Retention, and Reputation
When executed consistently and professionally, the MPVI becomes much more than an inspection, it becomes the engine of your Fixed Operations performance.
Each step contributes to the final result. Greeting the customer sets the tone. Involving them in the walk-around builds trust. The inspection itself identifies real needs. The technician’s input adds credibility. The advisor’s presentation turns findings into approved work. And the redelivery seals the experience and encourages return visits.
This is not about squeezing more money out of each repair order. It’s about creating a process that naturally leads to higher approval rates, safer vehicles, and loyal customers. It’s about doing the right things the right way every time.
The financial benefits are real. More recommended services. More completed work. More technician hours flagged. But the long-term benefit is even stronger: a reputation for quality and care.
When customers feel that your team inspects their vehicle carefully, explains findings clearly, and respects their decision-making, they come back. They tell others. They trust your shop not just with problems, but with their maintenance needs.
MPVIs are often labeled as “value-added,” but they’re more than that. They’re foundational. A good process brings in traffic. A great process builds a business.
Make every MPVI count. From the first greeting to the final handoff, it’s a system built to grow profits, keep customers, and support your team.
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