Service

Question 1

What is the difference between an advisor and a tech?

Answer 1

Advisor greets the customer when they enter and preps the vehicle for service, Tech actually does the work on the vehicle.

Question 2

What is a report card?

Answer 2

A digital record of typical wear and tear items on the vehicle, such as tire tread, brake pad wear, fluid levels and dents/scrapes

Question 3

What is ELR?

Answer 3

Effective Labor Rate

Question 4

How do you calculate ELR?

Answer 4

Labor sales / Tech Hours

Question 5

What is a job line?

Answer 5

The line associated with a particular op code. The information included on it is the tech, the CWI, the labor rate, bill time, bill amt and upsold information.

Question 6

What is an OP Code?

Answer 6

An Operation Code for work done on a vehicle.

Question 7

What are the different departments within service?

Answer 7

Service, Body Shop, Pre-Delivery Inspection, and Quick Service.

Question 8

What does CWI stand for?

Answer 8

Customer, Warranty, Internal.

Question 9

What does customer mean in CWI?

Answer 9

Anything that the customer pays for.

Question 10

What does warranty mean in CWI?

Answer 10

Any work on the vehicle that is covered by a warranty contract.

Question 11

What does internal mean in CWI?

Answer 11

Any work that the dealership would cover, for example: Tire special, buy 3, get one for $1.