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0 of 6 Questions answered correctly

Question 1 of 6

1. Question
Are you ready to move forward?
- Yes
- No
Question 2 of 6

2. Question
What is the common perception customers have of going into a Service Department ?
- It will be a negative experience and they dread it
- That everyone is very friendly, it doesn’t take long, and they get a lot of value for their money
- It’s like going to their best friends house to watch the Super Bowl
- They will get their vehicle repaired properly
Question 3 of 6

3. Question
What does Pattern Interrupt mean?
- Distracting the customer so they don’t notice prices
- Doing something to change the preconceived expectations of customers so you can create a good experience for them and differentiate your business
- Giving the customers freebies to surprise them
- Changing around your schedule to keep things fresh
Question 4 of 6

4. Question
What is an example of a Pattern Interrupt you can use?
- Tell every customer they smell good during the walk-around
- Greet customers right away at their car, with a big compliment, before they have to walk around looking for help
- For a fun change, ask customers to drive their cars into the shop themselves
- Have a porter do the walk-around so you can spend more time selling the customer accessories
Question 5 of 6

5. Question
What is the purpose of the daily goal sheet?
- To count down how many Customer Pay hours you have sold per day
- To keep track of the total dollars sold on each Repair Order per day
- To log and track warranty work
- To track your Effective Labor Rate each day
Question 6 of 6

6. Question
How do you calculate what you are tracking for the month in Customer Pay Sales?
- Warranty divided by Customer Pay multiplied by the number of working days in the month
- Divide your Customer Pay Sales by the days you’ve worked so far and then multiply that by how many working days in the month
- Divide your Effective Labor Rate by your Total Dollars and multiply that by how many working days in the month.
- It’s Customer Pay Labor divided by number of Repair Orders divided by Effective Labor Rate and multiply that by how many working days in the month

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