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Goals

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Question 1 of 6

1. Question
What factors contribute to customers wanting to come back and do business with us?
- A soft sale approach, and an experience where the customer sees us a friend
- Persistence, strong salesmanship, and quality work
- Frequent service specials, amenities in the waiting room, loaner cars
- A hard sale approach, and an experience that shows customers that we are a profitable and efficient business
Question 2 of 6

2. Question
What is the single most important motivator in purchasing decisions?
- Price
- Emotion
- Good customer service
- Perceived value
Question 3 of 6

3. Question
What is the moral of the Pet the Dog story?
- That people are irrational and that explains why they are never happy
- People do not want to feel like a transaction and prefer to do business with someone that they feel connects with the things that are important to them
- That Bulldogs have a lot of expensive health problems
- That having the best facility and competitive prices will always draw in more business
Question 4 of 6

4. Question
What’s the first thing you fill in on the Goal Sheet?
- Last month’s numbers
- Your projection for next month’s numbers
- Your goal for Customer Pay Labor Sales
- Your goals for Hours Per Repair Order and Total Dollars
Question 5 of 6

5. Question
What is the formula to figure your C/P Hours goal?
- Warranty divided by Customer Pay multiplied by the number of working days in the month
- Your Customer Pay Labor Goal divided by ELR
- Divide your Effective Labor Rate by your Total Dollars
- It’s Customer Pay Labor divided by number of Repair Orders divided by Effective Labor Rate
Question 6 of 6

6. Question
How do you calculate your daily Customer Pay sales goal?
- Customer Pay sales goal divided by Hours per Repair Order
- Customer Pay sales goal divided by number of working days in the month
- Total dollars divided by number of working days in the month
- Hours per Repair Order divided by Effective Labor Rate then divided by number of working days in the month