Car Parts And Wrench Wizardy
This part spins faster than the techs after three coffees.
What is the turbo charger?
The first thing you should do when a customer pulls up.
What is smile and greet them?
Before lifting a car, you should probably check this.
What is arm placement?
The customer who says “I know cars” usually...
What is a shade tree mechanic ?
The Penske Automotive Mission Statement
What is "We deliver excellence to our customers, value to our stakeholders, and opportunity to our team members everywhere we operate."
It stops your car, and your heart when it doesn't
What are brakes?
What customers really mean when they say, “It just started doing that.”
What is a long time?
This tool is the universal key to every repair.
What is a hammer?
The proper response to “My car was fine before I brought it in!”
What is ‘I’m sure it was!’ (said politely)?
The real MVP of every day in the shop.
What is coffee?
This part filters air-not attitudes
What is an air filter?
This magical phrase makes customers instantly calm.
What is ‘We’ll take care of it for you’?
This is what happens when you forget to reconnect a sensor.
What is a Christmas tree of dash lights?
When a customer asks for a free diagnostic, you offer...
What is a smile and a service estimate?
The “touchless” in Touchless Service refers to this.
What is no physical payment/contact?
You check this fluid so your engine doesn't explode.
What is engine oil?
Advisors fear this phrase more than a Monday morning.
What is ‘My my mechanic’?
The smell of burnt clutch usually means this.
What is somebody’s having a bad day? (or bad drivers)
The fastest way to lose CSI points.
What is not calling the customer back?
The unofficial measurement of productivity on Fridays.
What is cars out vs. donuts in?
This connects the piston to the crankshaft-no, not with duct tape
What is a connecting rod?
The secret to a 5-star survey.
What is communication and donuts?
The most accurate diagnostic tool in the shop.
What is the tech’s gut feeling? (or the HDS)
This type of customer remembers your name and brings cookies.
What is a service advisor’s favorite customer?
The difference between a Penske shop and everyone else.
What is consistency and pride in excellence?