Program Education
Build a Dealer Reference Sheet for Product Questions
November 9, 2026
Customers ask practical questions about vehicle service contracts: What does this option cover? How long does it last? What happens if a repair is needed? A well-organized reference sheet can help your team find the right information and give consistent, accurate answers.
The reference sheet is a navigation aid, not a replacement for the applicable contract or current program materials. Keep it concise and make it easy to check when details change.
Program and vehicle eligibility
List where to find the current eligibility rules and which vehicle details are needed to check them. Avoid relying on memory for a vehicle’s eligibility.
Plan comparison points
Provide a quick way to locate each available option’s covered components, contract term, deductible, and key exclusions. Link to or name the official source where the complete details appear.
Repair steps
Summarize where staff can find the correct repair contact and authorization instructions. Make clear that customers should follow the process in their own contract before authorizing work.
Common questions and support
Add short prompts for questions such as “What is covered?”, “What is excluded?” and “What should I do before a repair?” Include the current internal or program support contact for questions the sheet cannot answer.
Assign someone to check the sheet against current materials on a regular schedule and whenever a program changes. Add a “last reviewed” date and remove outdated copies from shared folders, desktops, and printed binders.
When a question depends on a customer’s vehicle or contract, use the reference sheet to find the right source, then verify the answer there. That small habit helps the team stay clear, consistent, and accurate.
