Accelerate Your Growth
What was the title of the session with Melanie Schambach?
Accelerate Your Growth
What is the fourth "C"?
Confirmation
What is the formula for Gross Profit Per Hour (GPH)?
Gross Profit divided by Billed Hours
An environmental act that forces the manufacturers to make the cars lighter and more fuel efficient each year is called the what?
The Cafe Act
When communicating with customers focus on what the shop ______ do, rather than what the shop _____ do.
Can/Can't (Also would accept Does/Doesn't, Will/Won't, etc.)
In her session, Melanie stated that the Superpower for Success is what?
Learning
A great way to build relationship with technicians is to ask them: "What do you _________?"
need from me?
Why is it important to track Gross Profit Per Hour?
To determine if the business is profitable per hour.
Are modern fluids getting thicker or thinner?
Thinner
Utilizing these keeps the shop's message consistent.
Scripts
What type of mindset do we want to have in order to be successful?
When you're a Yes Shop, technicians are relying on you to set customer's ________ so both the customer and the technician can win.
expectations
What is considered a GOOD target range for GPH?
$140 - $220
How many years is the average car on the road today?
13 years
Whenever possible and appropriate help your customer to see the _____ in their car and that it is worth it.
Value
Getting comfortable with the ______ is where growth happens.
Uncomfortable
A good habit to have as an advisor is to have ongoing _________ with your technicians.
Dialogue
Which of the following in NOT considered a shop supply?
Parts Cleaner.
Does not frequently idle, does not drive in stop-and-go traffic, and does not use the roof rack are exclusions for what kind of driving?
Normal Driving
Advisors should always ask for the customers _______ at the beginning of a phone conversation.
Name
Name one place Melanie has worked in her career.
BMW
S. Regis
Eurofix (also would accept Aaron's shops)
If they didn't ___ it to you, don't ___ it to the customer.
sell
What is a key question to ask when estimating vehicle repairs?
Does another part touch this part?
What can cause the seal between the piston and cylinder wall to be loose?
Low-tension piston rings
Ending in a ________ helps the advisor take control of the conversation.
Question
Melanie started out as a ______ in the Automotive industry.
Front Counter Assistant (FCA)
We are in the business of what?
(if they stop coming in, we stop making money)
Problems
How does increasing your GPH from $125 to $140 impact your commission if you sell 500 hours and get 5% commission?
It increases your commission by $375.
What's the only fluid that get's "topped off"?
Washer Fluid
When someone calls your shop there is usually some level of ________.
Buy-in