Triage High Level Training Curriculum
Turn Triage from an inspection process into a consistent, measurable customer communication and sales system.
Training covers the complete workflow from vehicle arrival and inspection through to recommendation presentation, customer approval and performance measurement. Teams are trained in inspection quality, identification standards, professional scripting, recommendation presentation, objection handling, workflow discipline and identified-to-sold penetration.
A major focus is professional visual communication. Technicians and advisors learn how to produce effective vehicle walk-around and inspection videos that clearly show the customer what has been identified, explain why it matters in plain language and support the recommendation with credible visual evidence. Effective video inspections are built around “show, not just tell”: clearly showing the actual component or condition while explaining the finding and relevant measurement.
Training includes camera positioning, lighting, video structure, professional presentation, terminology, scripting and consistency, helping eliminate rushed, unclear or poorly presented videos that can undermine customer confidence.
The program also develops branded visual content to support recommendations beyond the technician video. This can include professionally presented Good / Worn / Replace comparison graphics, component condition guides, annotated images, maintenance explanations and dealership-branded educational material. These assets give advisors a consistent visual reference when explaining items such as filters, brakes, tyres, fluids and other maintenance recommendations, helping customers understand both the condition identified and the reason for the recommendation. Visual evidence and well-structured inspection information are established techniques for improving transparency and helping customers make informed approval decisions.
The curriculum can be used to retrain established teams or professionally onboard new technicians and advisors, replacing inherited habits with a documented best-practice process. Performance can then be measured through identified work, presentation rate, customer approval, identified-to-sold penetration and individual/team consistency.
The objective is not simply to identify more work — it is to identify it correctly, present it professionally, provide the customer with credible evidence, and convert more of the work already being found into approved repairs.
