Manager Station
What are the steps to selling a monthly plan in the office? & What button should be pressed to add commission before swiping the card?
Scan, select, swipe.
First scan a new fast-pass & Add License Plate (if they already have a sticker look their account up), next select the wash package they want, Add employee ARM sales, lastly swipe their credit card and collect customer information. (CANNOT ACCEPT CASH FOR MONTHLY PLANS!)
What type of bills and coins do we accept at the XPTs?
Bills: Ones, fives, tens, twenty's.
Coins: Quarters
Which wash packages get brake dust remover?
Select and Above
Where do vehicles need to be pass after giving a thumbs up? & how many rollers should be behind each vehicle?
Yellow Line on driver side, Pass the trap door
3 Rollers
Who gets Dash Wipes and Air Freshners?
How much are they for everyone else?
GO BIG members and new sign ups!
$1 each for everyone else
What club plans do we offer? What is the difference between an ARM plan and a Club plan?
6 months and a 1 year ( DO NOT OFFER 1 or 3 Months; No Commission )
ARM Plans are reoccurring Monthly Plans. Club plans are Prepaid up front and cannot be paused or refunded.
What is the most common reason the XPT screen will go red with the message "NOT IN SERVICE"
The XPT is out of receipt paper. This is the most common reason but it is not the only reason! If this happens get a manager.
What are the benefits of ceramic? What wash gets this?
Ceramic sealant is offered with our GO Premier wash. Ceramic will create a protective coating on your vehicles paint and glass, it will make all surfaces hydrophobic, and give the car a nice shine.
What is the yellow piece of equipment that guides cars into the track and what is the beginning section of that track at the entrance called?
Banana Rails and A cow catcher
When do we give refunds?
How do you cancel an Account?
NEVER!! (If cust wants refund refer to GM) but almost never. We discontinue.
Through customer portal, Scan QR code and walk customer through filling out info.
After selling a plan in the office what should be pressed to ensure the gate will open and not be an I-PW? And what should you always do to finalize/end and save what you've done in the office?
Go to Queue and Mark wash done (Changing it to C-PW)
To Save and End; Press Red X & Release Sale
How are rewash guarantees redeemed? When would a rewash get printed?
Guarantees are typically attached right to the customers LP when they purchase a wash, If the system does not scan a LP it will print a rewash barcode. To redeem the rewash on a LP the customer simply pulls up to the XPT and selects if they want a receipt or not on the screen. If they have a barcode on a ticket they can scan it at the XPT.
What is a guarantee? What guarantee does each wash get? Start with the basic.
Guarantees are rewashes that come only with the purchase of a single car wash. The basic has no guarantee, the select has a 24 hour, the premiere has a 5 day, and the GO BIG has a 10 day!
What type of vehicle is not allowed to go through our washes due to its width? & how can we measure the width of the vehicle in the tunnel?
Ford Raptors, Sometimes Hummers
There's a rectangle tire switch on passenger side that tells us how wide the vehicle is and if it will make it.
Demonstrate how to switch a member from one membership package to another.
Look up account, red x to clear box, select ARM lookup, select switch arm plan, select new membership package, if total is anything other than zero select tender to plan to use card on file, if total is zero select cash to complete.
NEVER hit cash on if there is a total. Ask for help if there is a cash amount.
What are the 5 ways to find someone in manager station?
* Name
* Phone #
* Fast pass Sticker
* License Plate
* Credit card #
What are 3 things you would use your site watch card for?
* Entering A LP
* Finding a customer by CC#
* Selling a 6 month / Yearly Club Plan
What is a good selling point for the GO Premiere as opposed to the GO Select?
The GO Premiere comes with ceramic. Ceramic will bind to your clear coat giving it a great shine and protective barrier! The Premiere also comes with Double the brake dust remover and a 5 day rewash guarantee for single washes!
TIP: Use the 5 day guarantee to your advantage with rain days throughout the week!
What is the pad outside the exit called and what does it do? If the conveyor stops when should you start it backup and who should start it?
EMX pad; Magnetic pad that detects when a car is sitting there
The conveyor should only be started back up once all issues are cleared and by the person who stopped it first.
IF we had shut down for any reasons what are the steps to take?
Manager on duty should assign CSTs to guide cars out and cone off while manager on duty puts in priority 1 work order.
Once tunnel is clear CSTs should be outside at cones redirecting customers to the nearest site. While manager assesses the issue.
If nothing can be done while maintenance is on the way, we should be cleaning!
What type of gift cards do we offer? & How do you sell them?
We offer Cash amounts, 5 or 3 Packs and the seasonal Club Gift Cards
Select a cash amount OR 5+1, 3+1, or Club Gift Cards, next scan a gift card, then the customer can pay with cash or card.
Sell Me on A GO BIG! single wash and then convince me to sign up on the promo!
After role playing walk me through ensuring someone is signed up properly at the gates (Steps we take to bill them and collect LP and FP sticker, Cust Info, Etc)
After selling the membership:
*Collect cust phone #
*Ensure Customer Understands Monthly Charges
*LP should have been read and showing on final pay screen (If not grab sticker instead)
*Swipe card
*(If LP was read first) Grab sticker AFTER you swipe and place inside windshield
*Write down vehicle make and model and LP# on back of sticker
*Enter info at manager station
What is the price of each wash package? Single wash and monthly price? Include the total price with tax for single washes!
GO Basic: Single $11.88, Monthly $23.99
GO Select: Single $ 16.20, Monthly $27.99
GO Premiere: Single $20.52, Monthly $31.99
GO BIG!: Single $27, Monthly $41.99
What are the 7 reasons the conveyor might stop?
1.) Is there a car in Queue?
2.) Was a stop button pressed?
3.) Is there air in the compressor?
4.) Roller Jam?
5.) is there a car on the EMX pad?
6.) is there hydro oil in the powerpacks?
7.) Check TM for errors.
Name GOs 6 pillars of excellence
1.) Fit For Purpose
2.) Clean Car + Clean Site
3.) Winning Teams
4.) Delighted Customers
5.) Own Your Business
6.) Marketing Effectiveness