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- T.O.
- TURN OVER It means to turn over something i.e. a customer complaint; a deal; a phone call.
Usage: "I'm going to T.O. this customer to you for follow-up"
- UP
- An UP is someone walking in to a showroom looking for a car. A fresh prospect.
- QUALIFY
- Finding out if the UP you are taking to has the ability to pay, or your general impression on his ability to buy.
Usage: "I've QUALIFIED this UP and it looks good!"
- NTF
- NO TROUBLE FOUND When the described trouble the customer reported cannot be duplicated.
Usage: "I NPF'd this car."
- NPF
- NO PROBLEM FOUND Same as NTF
- BLOWER
- The phone
- BEAT UP
- The term we used when a customer takes all of his frustrations out on us.. i.e. "getting beat up" by the customer.
- CHASING GHOSTS
- Trying to find a problem a customer describes that you have NTF'd many times.
- CRIMINAL CREDIT
- Someone who has credit so bad, they'll have to borrow from some criminal element!
- BURNING GAS
- When a vehicle is finally fixed.
Usage: "Is that car BURNING GAS YET?"
- HIT THE BRICKS
- Same as burning gas.
Usage: "Has that car HIT THE BRICKS" yet?
- OVER THE CURB
- A reference to a sold car.
Usage: "We put 10 vehicles over the curb this Saturday!"
- TAIL LIGHTS
- Same as OVER THE CURB
- LAUNDRY LISTER
- Someone who brings in a long list of problems, when most of the time there are only one or two items on the list that the dealer can duplicate or address
- SOP
- SPECIAL ORDER PART - when a part that is not in stock, is ordered and the dealer is waiting for it to come in.
- BO
- BACK ORDER part.
- SKINNY DEAL
- When the dealer makes little or no profit on a car sale. Useage: "That was SKINNY DEAL but we got it OVER THE CURB at least.
- F&I
- FINANCE AND INSURANCE - Either referred to as a Department of the Manager of the Department. The F&I Manager generally works out the financing for the car deal.
- CAB
- CUSTOMER ARBITRATION BOARD
- CRYER
- A customer who whines about everything, and never can be satisfied.
Usage: "Boy, this guy is a real CRYER!"
- MOANER
- Same thing as a CRYER
- SPOT
- A sale AND delivery of a vehicle right on the SPOT (hoping that the finance will be approved on the next business day.
Usage: "We SPOTTED that car Saturday and I think it will fly."
- STRAW PURCHASE
- A sale where a person with good credit buys a vehicle for someone with bad credit and the person with bad credit pays the monthly payments.. This is a DANGEROUS transaction for the person with good credit!
- WALK-IN
- A customer who WALKS IN to the service department for service without a service appointment.
- WAITER
- A service customer who is WAITING in the waiting room while his car is being worked on.
- HEAT CASE
- An angry customer.
- WARRANTYITIS
- A customer who brings in his vehicle just a few miles before it expires to have any warranty work performed. Also, someone who "wears out" his warranty by bringing his vehicle in for every minor thing that happens.
- UPSIDE DOWN
- When a customer, who is wanting to buy a vehicle, owes more on his car than what it is worth.
Usage: "This guy is upside down and I don't think I can get it financed"
- DOWNSTROKE
- The money put down on a car.
Usage: "That guy was so UPSIDEDOWN in that car that he had to come up with a good DOWNSTROKE to finance the car."
- WASH OUT
- The final net profit the dealer made when combining the profit he made on the new car and the profit he made on the customers trade in when it was finally sold.
- CSI
- CUSTOMER SATISFACTION INDEX - This comes from the surveys customers send back to the manufacturer rating the dealer. Dealers live an die on these surveys.. so they are important they are sent back.
- CR
- CUSTOMER RELATIONS - Either refered to as a department or manager.
Usage: "I T.O.'d that customer to the CR department to handle his complaint.
- SLAM DUNK
- When an UP comes in, the car is SPOTTED, and the customer has purchased this vehicle before he even knows what hit him. Generally, a large profit is also made on deals like this.
Usage: "That guy was really SLAM DUNKED into that car."
- BAD PAPER
- Generally referred to someone who has a history of bad credit.
- LAY DOWN
- A No Brainer when it comes to Lemon Law when the vehicle clearly qualifies for the Lemon Law.
Usage: "This is a LAY DOWN so we might as well buy the car back now."
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