You're not just selling tools, you’re solving business problems. Knowing vocabulary can help you understand what your customer is saying and how his business works. Here are a few keywords and concepts to know. Particularly with the focus on insurance work for body shops, there's a number of keywords used in the body shop industry.
Body shops have to balance customer and insurer goals:
DRP - Direct Repair Program. Shops often want to be a part of an insurer's DRP to get more referrals. This requires good scores on the metrics below.
CSI - Customer Satisfaction Index. A customer survey result. Happier vehicle owners mean happier insurers and more business.
Touch Time - Time a technician is actively working on a vehicle. The goal is more touch time and less downtime or transit time.
Cycle Time - How long a car is in the shop and away from the owner. The shorter the better. This has become a leading issue for insurers.
LOR - Length of Rental. Rental vehicles cost insurers money. Lower cycle time equals lower rental costs. (Current average: 11.5 days, Insurer goal: 8 to 9 days or less)
