Words To Know

Front 1

actual hours

Back 1

the actual hours that a tech is turning a wrench on a vehicle

Front 2

advertising

Back 2

Is a national or local activity designed to generate reasons for retail customers to come into our stores this would include tv/radio, Mailers, e blast
target is: retail customer, wholesale customer, retained customers, and referred customer.

Front 3

Advertising tracking form

Back 3

Form used to track all the different types of advertising and marketing to help determine which area of advertising is working best in your area, and it will tell what your return on your investment is.

Front 4

annual recheck

Back 4

After work has been performed on a vehicle it might require having the serviced rechecked after a period of a year

Front 5

aro

Back 5

Average repair order is the amount of sales per week divided by the total of cars for the week

Front 6

Available hours as per OPR

Back 6

Actual hours that a tech is preforming income producing work and results

Front 7

average car count

Back 7

the total number cars average by week, month and year. want want an average of 50 cars per week.

Front 8

Bay scheduler

Back 8

Is a paper schedule or flow of the work where appointments for customers is kept track of during the course of the day.

Front 9

billed hours

Back 9

Are the actual hours charged by the mechanic to do work on a car.

Front 10

business to business accounts

Back 10

these are businesses that are in the automobile industry that don't specialize in drivability repairs. such as body shops, quick lubes, transmission shops, muffler shops, and towing companies

Front 11

capacity

Back 11

this is the number of billed hours a shop can produce in the course of a day

Front 12

car

Back 12

any vehicle brought in for service that had money charged to it.

Front 13

car count

Back 13

the total number of vehicles invoiced during a time period.

Front 14

CCR

Back 14

it is the customer call or walk in report. this will help with leads turned into sales. It will show how we are doing regarding customers calling in for services and how many we convert to actually coming in and buying services.

Front 15

comeback (cb)

Back 15

Is any car that was serviced and returns with problems under warranty. (dealerships goal: 96% of good customers to cbs)

Front 16

cooperative accounts

Back 16

sharing of advertising dollars with other businesses where we send them customers and they send us customers. pizza shops, car washes, dry cleaners. we would exchange POS materials at each location.

Front 17

customer authorization

Back 17

this is a form used to get a great deal of information from a customer but also has a signature spot authorizing the business to preform certain services to their automobile

Front 18

customer loyalty

Back 18

when a customer comes back to you many times for all their sevice needs and repairs
average 60%
goal 75%
average visits per year 3
goal 4

Front 19

delivered

Back 19

refers to a car that has been serviced or repaired, paid for and delivered to the customer

Front 20

efficiency percentage

Back 20

this is the billed hours divided by the available hours and it gives you an efficiency percentage that should be 85%

Front 21

employee benefit account

Back 21

an account setup for other businesses in the area so their employees can get discounts of services. they typically get a 5-10% discount

Front 22

expense hours

Back 22

Is the time techs spend doing non-income work. such as cleaning.

Front 23

Gross profit on labor

Back 23

Is the labor rate per hour minus the cost of the labor from the tech

Front 24

Gross profit on parts

Back 24

Is the price of selling a part minus the cost of the part.

Front 25

guaranteed hours/pay

Back 25

this is the amount of money paid to a tech if he does work on a single car all week in the shop. this is a guaranteed wage even if the store has no customers foe the timed pay period.

Front 26

hat tags number

Back 26

it is a tracking form associated with a specific car so the correct work is done to a car. it also helps keep track of the customers keys.

Front 27

inspection form

Back 27

this is the form used to do our 21 point inspection or any other inspections authorized by our customers

Front 28

invoices

Back 28

Is a legal contract signed by the customer that explains warrenty provisions and also serves as the description of any parts, labor and all services preformed with all the pricing for these services.

Front 29

KPI

Back 29

key performance indicators are many checkable indicators that can show growth or lack of growth in many different categories

Front 30

labor mix

Back 30

Is the % of labor sales to the gross sales. It should show a min of 50/50 mix.

Front 31

leads

Back 31

Are potential customers that may want work on their car

Front 32

left no service

Back 32

customers who came into store but left and declined all services.

Front 33

local fleet

Back 33

a company that has a large number of vehicles that they will send to our store for all their service needs. they can expect a discount of 15%.

Front 34

MSMS

Back 34

it stands for manufacturers suggested maintenance schedule. this is a schedule of preventative maintenance that is required to keep a car running g most efficiently and keep parts and systems from having costly repairs or replacement.

Front 35

no appointment made

Back 35

people who call into the center but fail to make an appointment

Front 36

no shows

Back 36

people who call for an appointment but fail to show up.

call within 30 mins or less

Front 37

on time guarantee

Back 37

if we do not perform the services promised in a timely manner the customer will receive a 10% discount on their next service.
must be used within a year
minimun discount of $5.00 max $25.00
can't be combined

Front 38

OPR

Back 38

Operations report that can be a system wide report of sales and car count it can also be a single store report used by the owner to determine sales and service efficiency it can narrow sales down to all the KPI's or key performance indicators

Front 39

Outside Sales Leads

Back 39

A sales lead that comes from any source originating from your outside sales efforts.
retail or wholesale
should be about 20-25%

Front 40

over time

Back 40

an employee who works over the normal amount of 40 hours per week. over time pay is usually 1.5 times his hourly rate.

Front 41

part time normally

Back 41

a part time employee may only have 15-16 available hours to produce work.

Front 42

phone lead conversation

Back 42

how many new customers called in and then came to the store as a customer.
goal 78% or more

walk in lead convo 95% or more

Front 43

PM

Back 43

preventive maintenance services designed to keep the customers cars systems running and working at their best.

Front 44

POS

Back 44

these are materials used at the point of sale. point of sales material can be coupkns, fliers, discounts and even the in store computer to convey messages to customers about our services and reputations.

Front 45

produced

Back 45

term related to a car that had completed repairs and is waiting for customer pickup

Front 46

production board

Back 46

Is dry erase board that is hung I the shop to help techs with work orders hung so when current jon is done they can start another car. also had the purpose of communicating any special messages to the techs during the day.

Front 47

productivity

Back 47

the number of hours a tech is clocked in relative to the number of hours thay have been performing income producing work or results the goal is 90%

Front 48

referred customer

Back 48

Is a customer who had been told we do good work and comes in because his friend referred us to them

Front 49

retail customer

Back 49

Is the customer that comes into your shop for service

Front 50

retained customer

Back 50

Is a customer that had come in many times to have repeated services done to their car

Front 51

sitter

Back 51

this is a car that has been abandoned by a customer or the customer is making extended weekly payments on. it is sitting on your lot
mechanics lein
send a certified letter within 3 days

Front 52

sold

Back 52

it is to describe the amount of money authorized by a customer to their car

Front 53

sold hours

Back 53

these are the hours that have been sold to a customer to do a certain job

Front 54

time

Back 54

this is the most valuable and perishable resource an auto shop has

Front 55

time clock hours

Back 55

the number of hours an employee is clocked in or scheduled to be working

(full time 40)
part time 20)

Front 56

used car dealership accounts

Back 56

they will subcontract out work to our store for service or safety checks and we will have no contract with the customers. this would be a wholesale account expecting a discount of up to 20%

Front 57

VVMD

Back 57

virtual vehicle medical dr. is an online resources provided by tech-net that will help you deliver presentations to your customers

Front 58

warranty

Back 58

our warranty coverage is 24 months or 24,000miles

roadside assistance 12 months 12,000 miles

Front 59

wholesale customer

Back 59

Is the business customer who comes into our shop that expects a discount for doing business with them.