Showroom Terms
This is what you call a customer who walks in without an appointment.
What is an Up?
This is created when a vehicle is written up for repair or maintenance.
What is an RO (Repair Order)?
This kind of protection helps if your car is stolen or totaled and you owe more than it’s worth.
What is GAP insurance?
CRM stands for this.
What is Customer Relationship Management?
This magical unicorn of a customer agrees to the first pencil, pays full doc fees, and doesn’t ask for a discount.
What is a Laydown?
A handoff from one salesperson to a manager.
What is a T.O. (Turnover)?
This is where customers pull in to get service on their vehicle.
What is the service drive?
The first presentation the F&I manager makes.
What is the menu presentation?
This is a unique 17-character code that identifies every vehicle.
What is Vehicle Identification Number? (VIN)
A customer who walks in with a printed quote from five other stores.
What is a grinder?
The phrase for contacting a lead again after no response.
What is a follow-up?
The person who explains service work and updates customers.
What is a Service Advisor?
A contract that extends repair coverage after warranty.
What is a Vehicle Service Contract (VSC)?
BDC stands for this department.
What is Business Development Center?
This mythical vehicle is said to arrive with ready-to-buy customers, often after a slow day. Reps wait for it like it's Santa.
What is the Up Bus?
A price displayed online to entice interest, often lower than final pricing.
What is an internet price?
When a vehicle is checked to make sure everything is working properly.
What is a multipoint inspection (MPI)?
This person helps customers with auto loans and sells protection products.
What is a Finance Manager (or F&I Manager)?
OEM stands for this.
What is Original Equipment Manufacturer?
This costly event happens when you leave for a quick lunch, and your customer shows up ready to buy—forcing you to hand the deal over and split the commission.
What is the Most Expensive Lunch?
This term is used when a customer comes back to the dealership after leaving.
What is a be-back?
What a customer receives at the end of service listing what was done.
What is a service invoice or final RO?
What the F&I manager runs to see if a customer qualifies for financing.
What is a credit application, credit check, or credit pull?
The system where sales or service data is stored.
What is a DMS (Dealer Management System)?
This customer isn’t worried about the make, model, or mileage—just their approval. Known by dealers as the “just get me in anything” type.
What is a "Get Me Done"?