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Transcript

  • 1. BARTER KIA Fixed Operations Non-template text © 2010 Tolhurst Communications
  • 2. What does he have that can help you?
  • 3. Flex…
  • 4. Flex + Ability =
  • 5. Flexibility!
  • 6. Flexibility For Your Sales Department = More Sales! How can you get it? Cover their fixed overhead!
  • 7. Sales Flexibility Depends on Absorption % by Fixed Ops. Absorption % target = 90+% Barter Motors Absorption % = ?? 58.5% Where can you improve?
  • 8.
    • Service
    • Parts
    • CSI
  • 9.
      • Effective Labor Rate
    • SERVICE:
    • Inspection Form Use
    • Gross Profit % • Hours & $ per RO • Additional Work Recommended • Declined Repairs Tracking & Follow Up • Dispatching • Quality Control • Customer Retention
  • 10.
    • SERVICE:
      • Receivables
    • Work in Process • Profit – YTD • Appointment Process • Work Mix: • Warranty vs. Customer Pay • Maintenance vs. Repairs • Highly Competitive work vs. Non-Competitive
  • 11.
    • PARTS:
    • Gross Profit %
      • Tires
    • Days Supply • Turns • Obsolescence • Receivables • Customer Retention • Receivables • Work in Process • Profit - YTD
  • 12.
    • CSI :
    • Fixed right the first time • Completed on time • Phone coverage • Appointment process • Consultant performance • Pick up process • Customer Retention
  • 13. Service – Take a closer look at:
      • Inspection Forms - not being used & opportunities are missed
      • Effective Labor Rate – 10% below target
      • Gross Profit % - OK at 75+ %
      • Hours & $ per RO – 1.5/RO & $95 – both low
      • Additional Work Recommended – not being done
        • Declined Repairs Tracking & Follow Up – process in place?
      • Dispatching – based on tech skill levels?
      • Quality Control – who validates the work?
      • Customer Retention – create the habit of coming to you for all their service needs
  • 14.
      • Svc & Pts Receivables – 27% of Svc & Pts sales MTD
      • Work in Process – (6,647) MTD - Open ROs?
      • Profit YTD – loss, but with more sales than LYTD
      • Appointment Process – flaws in process
      • Work Mix:
        • Warranty vs. Customer Pay – 25% vs. 52% YTD
        • Maintenance vs. Repairs
        • Highly Competitive work vs. Non-Competitive
    Service – Take a closer look at:
  • 15. Parts – Take a closer look at:
      • Tires – Are you in the tire business? Why Not?
      • Gross Profit % - CP = 29.7%, abt. 10% low
      • Days Supply – 2.6 mths. – over NADA target of 1.5 – 2.0
      • Turns? - NADA target = 6-8/year
      • Obsolescence? Should be less than 10%
      • Svc & Pts Receivables – 27% of Svc & Pts sales
      • Customer Retention - create the habit of coming to you for all their parts needs
      • Work in Process – ($6,647) MTD – Open ROs?
      • Profit YTD – loss
      • Sales YTD – less than prior year
      • Pre-Picking for appointments
  • 16. CSI – Take a closer look at:
      • Fixed right the first time – essential for satisfaction
      • Completed on time – promises need to be met
      • Phone coverage – answered within three rings?
      • Appointment process – customer convenience counts!
      • Consultant performance – courteous, knowledgeable, efficient
      • Pick up process – preparation is key for ease & speed
      • Customer Retention – keep them coming back to you!
  • 17. CSI – Take a closer look at: Is the customer always right? Yes? No? Consider this philosophy from a successful dealer: “ The customer may not always be right. But, they are always in control of where they choose to spend their money. And, I want them to spend it at my store!”
  • 18. ACTIONS For Improvement WHO CHECKS: BY WHEN: WHO: TASK:
  • 19. Implement Your Action Plan! Improve Service, Parts, & CSI! Raise Absorption % & Help Your Sales Dept!