Mixed Inspection Consultation
This is a customer consultation, not a sales contest. The evaluator scores observable CARE and bedside-manner behavior—not whether the customer approves everything.
Scenario
Jordan brought in a vehicle for an intermittent no-start after sitting overnight. Testing found a weak battery, but the technician also documented front brake pads at 2 mm and fresh oil residue whose source is not yet verified. The total proposed work is more than Jordan expected, and Jordan can authorize only the first priority today. Pickup was originally promised for 3:00 p.m., but current timing is uncertain.
Your assignment
- Connect with empathy, identify what Jordan needs today, and confirm the preferred update method.
- Ask permission to explain the technician's findings.
- Separate verified battery and brake evidence from the unverified oil source.
- Explain one finding at a time, pause, and respond to Jordan's reaction.
- Recommend and rank every item as now, soon, or monitor/diagnose.
- Discuss real choices, cost, consequence, and timing without pressure.
- Use an open question or teach-back to confirm understanding and informed authorization.
- Give the technician an accurate handoff, document deferred work, and safety-net the plan with an owned update time.
Manufactured urgency or fear, knowingly misstated evidence, an unauthorized promise or option, disrespect for the customer's decision, or omission of a material safety concern overrides the numeric score.
Evaluator instructions
Allow 8 minutes for the conversation and 4 minutes for feedback. Score Connect, Assess and Align, Recommend and Rank, Explain and Ensure, and Ownership and Close from 0–4. A top score requires empathy, permission, plain-language evidence, space for the customer's reaction, shared decision-making, and a clear follow-up plan. Pass is 16/20 with no critical failure.