METHODOLOGY

How It Works

PERFORMANCE SCORE

A 1–99 score measuring how well an advisor is performing against their revenue potential. Higher is better — a strong score means strong CP gross production, controlled discounting, and solid inspection habits.

80–99 ON TRACK Performing well. Regular check-ins, no urgent action.

65–79 COACH Patterns forming. Schedule a coaching session this month.

1–64 URGENT Significant gap detected. Immediate one-on-one required.

STORE SCORECARD

The store scorecard rolls up every advisor's individual score into a single picture of your department's health. Here's what drives it:

GROSS PRODUCTION — biggest factor

How much CP gross each advisor is producing per repair order compared to your store's own target. The store target is set automatically as an 8% stretch above your current monthly average — it adjusts every month so it always reflects where your store actually is, not an arbitrary industry number.

DISCOUNT DISCIPLINE — second factor

How well advisors are holding price instead of giving it away. Every dollar discounted is a dollar of gross left on the table. This factor measures each advisor's discount rate against your brand's benchmark and rewards those who close without caving.

INSPECTION THOROUGHNESS — supporting factor

Whether advisors are doing complete vehicle inspections, measured by labor hours sold per RO. Low hours per RO is usually the first sign an advisor is rushing through cars without presenting everything the vehicle needs.

COACHING TIERS — WHAT THE SCORECARD SHOWS

80+ ON TRACK Performing well — regular check-ins, no urgent action.

65–79 NEEDS COACHING Patterns forming — schedule a focused coaching session.

<65 URGENT Immediate one-on-one required — a 30-day plan is auto-generated.

The gauge on the GM and Service Manager screens shows the average score across all advisors, along with a count of how many fall into each tier. Use the tier breakdown — not just the average — to decide where to focus your coaching time.

THE SIX COACHING PILLARS

Each pillar is scored 0–100. The lowest score becomes the advisor's focus pillar for the month.

Value Framing Are they recommending enough work and presenting its value clearly?

Price Confidence Are they holding price or caving to objections with discounts?

Inspection Depth Are they doing a thorough walk-around and presenting all findings?

Repair Narrative Are they explaining why the repair matters, not just listing services?

Objection Control Are they moving hesitant customers to a decision without discounting?

RO Throughput Are they writing up the right number of vehicles? Too many CP ROs can signal rushing and hurt quality; too few CP ROs may mean cherry-picking customers and leaving gross on the table.

Scores are benchmarked against Toyota fixed-ops standards and recalibrate each month using your store's own data. Use them to direct coaching conversations — not to evaluate compensation or tenure.

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How It Works