Accounting & Financial Topics
Who signs for certified mail? What do you do if someone does?
No one; call your DM ASAP
Society of Automotive Engineers which is the organization that tests the viscosity in motor oils at different temperatures.
What does SAE stand for & what do they do?
As many as possible even if it is brief; Meeting & exceeding the customers' expectations.
How many customers a day do you interact with? Describe superior customer service.
Listen, Apologize, Solve, Thank
What is L.A.S.T.?
Have that employee follow the instructions on Paycom. If the employee has issues logging into Paycom, email payroll@synpower.net to have them reset the employee's password.
What do you do if HR contacts you about an employee eligible for health insurance?
Count all the cash in the store, enter the amount into POS, remove the amount the cash recon states for the depot, fill out cash log, always be in view of the camera & bring to the bank
What is the cash recon policy & how to properly reconcile the drawer?
International Lubricant Standardization Approval Committee, which is a committee, formed by US vehicles & Japanese vehicles manufactured in the US. They are controlled by APU and set standards for motor oil.
What is ILSAC?
Open doors, manager intro, smile, happy to help, and team goodbye.
It's your Monthly Tank Log used for thorough inspection of all tanks. It's posted and found on MyVito in the VIOC page under VIOC documents.
What is a PBS or Tank Inspection Report & how do you use it?
On the 1st of the month following 90 days of employment. FT=30 hours.
When is a new employee eligible for Health & Dental Insurance?
As per the cash handling policy, when opening or closing, how much of a dollar amount variance requires you to notify your DM?
Polymers that are designed to control wax crystals from formulating in lubricants, resulting in a lower a pour point and improved low temperature performance.
What are pour point depressants?
A trip for the managers. They get points monthly based on COI, Service of the Month, Ticket, Claims, & Oil changes vs Budget. You need 135 points to go.
What is the current contest?
Tend to them immediately tell them you are not authorized to answer any questions on behalf of the company. They may contact mediainquiries@synpower.net or contact someone authorized to speak to the press. Once they leave call DM immediately.
Someone from the media shows up and starts to ask questions, what do you do?
Have the employee log into Paycom and decline insurance. The SCM;s role is to relay the information to the employee in a timely manner. By law, we need proof we offered insurance.
If an employee decided to decline Health or Dental, then what should you do? Why is this important and what is your role as manager?
Include customer invoice numbers for parts purchased, classify everything correctly, description.
What are some key points to follow when doing a payout?
None, we follow the vehicle manufacturer's severe driving recommendation of 3,000 miles for best protection of the vehicle.
Inform DM who adds it to the maintenance list on MyVito
When something in the shop needs repairs what do we do?
Contain spill, prevent from leaving building or entering storm drains. Contact DM and/or Glenn.
What would you do if you have a large spill of 5 gallons or more?
Mediate the situation and ensure everyone acts professionally. Remind them of our zero-tolerance policy. Schedule different shifts if the problem continues. Last resort, transfer one.
What do you do with employees who do not get along with each other, but the situation does not escalate to harassment?
Never for retail guests. Some fleet exceptions may apply.
When is it acceptable to process a credit card that isn't present?
American Petroleum Institute and it sets the standards for motor oils.
What does API stand for and what do they do?
It is on MyVito on the Store Information page and hanging in the service center.
Where can you find the do not service list?
Find out of they need medical attention, complete the Customer Incident Report on what happened, get statements from any witnesses, inform the DM
What should you do if you have an injured customer?
Separate both parties and get a statement. Contact DM/HR ASAP
In the event an employee claims harassment (of any kind), what are the steps you take to correct the problem?