Terminology
What is Fixed Operations
Departments in the dealership that generate NON SALES activities (Service, Parts, Body shop)
English and Spanish ONLY
Who moves cars around the lot
Porter
How long does it take Cari to book appointments?
Under 2 minutes, many cases in under a minute.
I call in and want to sell my car, what department would she transfer to
Purchasing - BIG Sell point for KBB dealers
What is an Op Code
An Operation Code is used to tag a specific service and has hours and pricing attached to each code. (Not OpS code:-)
What are Fixed Expenses
Cost that the dealership incurs regardless of how many vehicles they sell or service. Rent, salaries, insurance, marketing
Can I change the CARI hold Music
No. You will hear it in your sleep!
Who works on more complicated service needs
Master Technician
How many calls can CARI answer at one time
Over 100 without duplication
I received a recall notice and want to book an appt to have it fixed. What happens?
Transfers to a person.
How much Profit is in a RO
50% on Labor
5-20% on parts
Where do customers pull their cars into for service?
Drive
What happens when a customer asks for wholesale parts
She transfers to parts unless the wholesale department is provisioned with a DID
Junior Technicians are placed on this lane
Quick Lane
Will Cari Recommend Services
No
Can Cari replace the receptionist
No, you always need a fallback when a customer wants to transfer. It is up to the dealer on how they would like to allocate their employees
What is the definition of a abandoned call
Call that drops after 30 seconds
What does Cari push to the scheduler
Appointments with Op Codes
Can you transfer calls to a cell phone
Yes!
Who is paid for upselling and writing ROs
Service Advisor
I want to book a mobile service appointment. What happens
Transfer to a person
I saw a car on Autotrader! Is it available?
Transfers to Sales, she does not provide info
How do Service Directors make commissions and or bonus'
Upselling customers by adding additional OP Codes to a RO
This is where all the customer's repair request(s) are listed and the customer signs when dropping off
RO
What happens when you ask for hours of operations for parts
When configured correctly Cari will provide hours per department requested
Who is responsible for the most SKUs in the dealership
Parts Director
What does Cari do after hours
Same as what she does during the day!
Customer calls to book a transmission diagnostic, oil change and tire rotation. Can Cari book all on the same RO?
YES
Why is our 2 mins and under to book a important message?
Shows AI understanding and adoption of clients
These are on Repair Orders and contain numbers and pricing
Operation Code OP Code
Can Cari have different names and voices
No BUT with Lots of Money anything is possible
Who is responsible for securing funds on warranty repairs?
Warranty Administrator
Can Cari answer questions about service intervals and general maintenance questions
YES!
This person is most likely to be threatened by Cari at the dealership
BDC Personnel
Can you book more than 8 labor hours in an eight hour day per technician
Yes! Hours are assigned to the amount of time a job will take, not the scheduled time a vehicle will be in the bay.
This can be purchased to cover damages to wheels
Wheel and Tire Warranty
When Cari tries to transfer and no one answers, what happens?
Searches for the next available employee and informs them - Customer has been on hold, who they are, what they want
Who collects money from customers after service
Cashier
How many Op Codes can Cari handle on one call
Limited up to 5
I have a Ford and I call the local Toyota dealership to book my appointment. What happens?
Cari books appt and will alert the dealer via email that a off make service has been scheduled.
What is the difference between Quick Lane and General Lane
Quick is for Oil, lube, filter
General is for all others!
This raises a car to be worked on underneath
Lift
What's Cari's Last Name
Money - Cari saves and makes the dealer Money!
Who oversees service, parts and the body shop
Fixed Op Director
What are the three types of ROs
Warranty, customer pay, internal
I have 3 OEMs on one campus, How many Car Wars Service accounts would I need and how many Cari contracts?
1 Cari per Scheduler and One Car Wars Scheduler per a Cari!
Why do dealers prefer Drop Offs over Waiters
Customer experience, Upsell Potential and better shop performance
This is where a car is kept while being worked on by a technician
BAY
Cari answering the phone does not fix WHAT problem?
The dealership staff picking up on their end. She can route and answer FAQs but ultimately the staff needs to answer the phone!
Who collects customer concerns & writes a RO but has limited technical knowledge
Service Writer
What is a MPI
Multi Point Inspection
I am a customer at the dealership and my profile is under # ending 1960. I am calling from # ending 2020. Will it duplicate my profile?
If the customer wants to book under the new number it will generate a new profile. If they book under their listed number it will not!
How many Op Codes can be placed on a RO
Unlimited
What is Fixed Absorption
This is where fixed operating expenses (Rent, utilities, coffee, salaries) are cover by....Fixed Operations departments (Service, Parts and Body Shop)
How does Cari identify Spam Calls
If there is no response in the first 30 secs and the call disconnects this is tagged as a spam call.
Who is the highest-ranking Manager overseeing Operations and ensuring Profitability
General Manager
Can Cari give directions to the dealership
If configured she will be able to give general instruction
I bought my car there and want a loaner when I drop my car off for service.. Can Cari Book?
No - she will transfer to a person
Can Cari Replace the dealership Bridge
No. Cari Optimizes the bridge for a better customer experience and to improve connection rates