Booth/Customer Service
Prep/Tunnel
Backroom
Situational
Misc.
100

List 4 different ways you could give great customer service (Prep or SC)

Smile and wave

Small talk with customer

Thank customer for coming in

Ask to spray off mats

Ask customer if they had any issues with their wash

Assist handing out towels in members lane

Offer to wipe down car/wipe in tire shine

Offer air fresheners to members

100

What are the 6 main areas of a car we focus on cleaning while prepping?

Front/grill (bugs)

Side Mirrors (bugs)

Rims/tires (mud/dirt and brake dust)

Wheel wells (mud/dirt)

Bottom 6 inches (mud/dirt)

Back (film/dirt)


100

How do you shut down backroom? (after close)

Turn off MCC cabinet (big red button) -> close ball valve for air compressor -> turn off backroom lights
100

If a customer complains about scratches on their car, what should we check?

Check our mitters for debris or sharp items.

Examples:

Rocks

Fishing hooks

Barb wire

100

What are the 3 oldest locations in Club Car Wash?

Providence, Grindstone, Sandman

200
How many members do you need to have in order to make commission?

67 members; you need at least $50.00 on your commission check to make commission. Each membership is worth $0.75 

(50 / 0.75 = 67)

200

Why is bug goo important and what does it do? 

BONUS 50 PTS: why should you be careful when using bug goo in sunny/hot weather?

It helps remove bugs and film off of the car

BONUS: It can damage/stain paint if left on cars for too long while exposed to sun

200

How do you properly clean and store an empty chemical barrel?

Rinse barrel out with prep gun -> make sure correct bungs (2 types) are on tight -> put initials on top of barrel with sharpie -> store on side of building or in dumpster corral for it to be returned to warehouse; out of customers sight

200

What is the 2-step process to Tire Shire?

Application (in tunnel)

Wiping it in with a towel

200

How man states is Club Car Wash located in?

10 states

300

How do you effectively switch an ARM plan?

Pull up membership -> verify customer has an active plan -> press "red X" to clear items from sale -> CCW ARM Lookup -> Switch ARM Plan -> CCW ARM Lookup -> Select ARM Plan -> explain proration to customer -> tender by ARM CC

300

How many E-Stops do we have located in the tunnel and where are they?

7

300

What are the 6 types of water Club uses

Reclaim, Reject, Hard (City), Cold (Soft), RO, Hot (Soft)

300

How do you properly handle a situation with a customer who is hopping rollers? (foot on brake, car in park, etc.)

Passenger side: 

Thumbs down/up


Driver side:

Hops 1 roller - Press foot pad, walk to sign and point at instructions

Hops 2 rollers - Hit E-Stop and assist customer

300

What is ticket price?

Average price of each retail sale (not counting memberships)

400

What does it mean if a member has a "welcome member" status with no wash package tied to their account?

Their Credit Card on file failed to recharge which puts them in a 7-Day grace period. This is to give them a chance to update their card before their membership expires.

400

List every retract we have and 1 reason why we use it/what it does

Hitch

Grill

Full Wrap

Open bed

Sienna

Tirebrush

No Tire Shine

400

Name 4 different types of backroom equipment

Hydropacks

Arimitzu Pump

Water Heater

Boiler

Water softener

WEG Motor

Berkley pump

Reject pump

Booster pump (city water)

G57 Smart Chambers

Air compressor

Air dryer

400

3 main/most common reasons a wash doesn't fire

BONUS 100 PTS: Explain how to resolve each issue

Gate malfunction

Transaction Manager down

Missing a wash in the queue

400
What are at least 3 ways we can guarantee a Bug-Free prepped vehicle?

- More bug goo application

- Close the distance between the tip of the barrel and the car

- Let the bug goo sit (marinate) on the car for 30 seconds prior to spraying

- Don-t wear sunglasses

500

How many chemicals are included in our MVP wash?

BONUS 100 PTS: Name every chemical in our MVP wash.

10 Chemicals:

Mop soap (foaminator)

Foamy one step (Presoak 1 and CTA 1)

Grape scent (scent shot)

Low PH-Suds (wrap foam)

AC-4 Foam cleaner (Presoak 2)

Tri-Foam Red

Tri-Foam Blue

Wheel magic (CTA 2)

Ceramic

Tire Shine

500

What are 3 things that could be wrong in our tunnel if cars come out too wet?

Dryers

Drying agent

Ceramic

500

What are the 4 main sources that are important to running our car wash

(Bonus) 50pts if you list a 5th


Electricity

Water

Air

Hydraulics

(Bonus) Chemical

500

Explain what to do if a chain falls of the sprocket

Hit E-Stop -> Turn off air -> grab come-along -> disconnect chain -> reattach chain to sprocket -> reconnect chain -> turn air back on -> pull E-Stop

500
What are two main sources of revenue and how to improve them?

1st: Single washes, gift cards, wash cards. Improve by upselling single washes.

2nd: Memberships. Improve by upgrading memberships.