Scheduling
Information used to pull up the account in X-time.
What is phone number, Vin, Name
We search for re-calls in this system?
Oasis on FMC Dealer
What is retail labor rate?
$205 Before taxes and shop fees
Our term for a multipoint inspection is?
What is Vehicle Health Report?
INTMAIN is the Opcode for what service?
Pre-paid oil changes.
What is the second step we MUST do after pulling up account.
What is run the vin number through Oasis to check for re-calls.
We DO NOT SELL or MENTION
The number one thing that voids warranty, that upsets the guests?
Rodent damage.
The number one forgotten item to be returned to a guests vehicle?
What is a wheel lock key.
Opcode for a check engine light/Error message?
Who do we NEVER schedule for?
Internal advisors (Amber & Kyle)
If a guest calls in to schedule a Mobile oil change what do we check before transferring?
Non mobile friendly recalls
Bonus question: What is the mobile extension number we transfer to?
We offer this service to the guest if they cannot bring their vehicle in on their own?
What is PDEL
Can quick lane do sparkplugs and why?
No, because the tech dropped a sparkplug in the engine block and started it, it blew the engine!
What is the correct OP Code for Pre-Purchase inspections?
There is no Opcode we do not do Pre-Purchase inspections
What browser do we schedule retail service in and what browser do we schedule Fleet service in?
What is Chrome - Retail
Edge - Fleet
If a re-call comes back as Advanced notice what does that mean?
Ford/Lincoln is aware of the issue and working on remedy.
Bonus question: Do we add Advanced notice recalls to work orders? YES
"Your appointment time refers to the scheduled meeting with an advisor, not the time your vehicle will be worked on..." Is the verbiage for what?
What is Diag timeframe?
I bought pre-paid oil changes when I bought my vehicle from you. Can I go to any Ford dealer to have my oil change done for free?
No pre-paid maintenance is dealer specific but can be done at any of our sister stores
My car is not blowing cold air out of the vents on the passenger side but is blowing cold air out of all the other vents. What is the correct Op Code for this concern?
What is MRHVAC
Name advisors for Main Shop 1 & 2, Quick Lane, and Internal
Main Shop 1 (Charlie, Sarah C, Josh M)
Main Shop 2 (Gary, Jesse, Josh S, Sarah L)
Quick Lane (Brett, Jack, Ryan)
Bri (Rotates between lanes)
Internal Advisors (Kyle & Amber)
What tools do we check for recall updates that Oasis/FMC Dealer might not show?
NON Mobile recall list. Courtney updates with notes as often as possible
If a guest calls in to request a quote for repairs who do we send it to.
During busy season nobody we push for diag appointment. If its slow we can send to all main line advisors.
When scheduling a Non Ford Oil change what must be done?
What is the proper way to write up a SOP
Write up under the correct OP Code pertaining to parts that are being installed. Also be sure to reference RO# parts were ordered on.