
Appendix B ◾ 279
I3—Minimize operational
problems
Close ratio per
salesman
30% No. service walkthrough 100% (of customers
who demo drive)
I4—Deliver responsive
service
% repeat customers >75% Vehicle delivery
checklists:
new and used
100%
Accessories upsale $ (as
part of vehicle gross $)
$200/vehicle
Turnover to F&I business 100%
Learning
L1—Develop strategic
skills
Revenue per
employee
Strategic job coverage
ratio
100%
L2—Provide strategic
information
Average sales per
salesman
86 new
100 used Strategic information
availability ratio
>90%
L3—Align personal goals Employee satisfaction