Wheels - Leadership Responsibility

Benefits to Business

Wheels are units as well! Wheel sales help drive the Dream and our ability to build more stores. When we meet Our Customers' wheel needs, we will Sell More (increased UPI), Sell Better (increased PPU), and Manage Expenses (increased UPI leading to increased UPMH).

Wheels are a part of your business! The more customers know that we sell wheels, the more opportunities we will have to meet the wants and needs of Our Customers.

Standards and Targets

Review the following reports to measure progress toward the targets outlined in Expected Outcomes:

• BI Wheel-to-Tire Ratio – click “Units” tab, then “Details” and scroll right to “W/T%”

• Daily Sales (in POS)

The Manager and Senior need to be aligned on the goals as well as the actions needed to accomplish them! Alignment on the goals allows for high consistency and focus on execution/improvement.

• Store Business Review (CTA)

Cadence for Accountability

Follow up with your team daily by shadowing and listening in on customer conversations.

Identify opportunities in CES or VTV to model, teach, coach, and create plans to improve actions and behaviors.

Working Through Your People

Morning Huddle

Assessing Our Gauges: What's the score?

• Example: 4.3% wheel-to-ratio as found in the BI/Micro Strategy

What We Do: Best Practice and Brand Dimension to work from during coaching and observations.

• Example: CES and VTV Best Practices

Who We Are: Why is this so important to work on and win?

• Example: Wheels are part of our business!

Setting Up the WIN: State your specific plan to drive improvement, including who, action (Best Practice/Visual Standard), cadence (how often), and follow-up (accountability).

• Example: I am going to observe Billy sharing and educating about wheels with customers 2 times this morning so that we can identify strengths and areas for improvement and develop a new plan if needed.

Sales Team: During CES/VTV Observations, identify wheel opportunities.

• Was there a need for wheels due to bends or scratches?

• Did we learn if the customer was interested in appearance or new wheels?

• Did we share/educate the customer that we sell wheels?

Service Coordinator: Visually inspects the vehicle's wheels / assemblies and discusses issues discovered during service at the midpoint benediction.

• Observe assemblies while on the balancer and inspect beads when tires are off the wheel.

• See related Task Timing Checklist steps.

Crew Chiefs: Ensure that the Crew Chief visually inspects the vehicle's wheels / assemblies and discusses any issues with the Service Coordinator.

• See related Task Timing Checklist steps.

Service Tech: Do Service Techs understand the connection to SQDC?

• Look at every wheel as it’s spinning to better recognize wheel issues.

• Notify Service Coordinator on EVERY assembly with an issue.

Disciplined Action

A culture of alignment between Manager and Senior are critical for success. Here are actions you can take to improve results:

Lead by example. If you do it, your team will follow.

Role-Play. Develop your own style of offering or asking about wheels by role-playing how you would:

• Learn about the customer’s feeling about their wheels.

• Educate the customer about our wheels in stock and wheels we can get if they have a particular style.

• Educate the customer about our low-price promise on wheels.

Educate Customers. Every customer has the right to know we have wheels. Share things you notice about their wheels during the VTV and point them out in the moment.

• If a customer declines looking at wheels, we still owe the customer information.

• Part of overcoming this objection in the future is education now.

• Focus on educating, not being a high-pressure salesperson.

Connect With Customers. Learn if there have been any issues in the past like leaking from corrosion or vibrations due to bends.

• Connect wheels to a customer’s IMMEDIATE Needs:

• If a customer with 19s is ridesharing, 17s might be a more cost-effective option in the long run.

• If a vehicle with 22s keeps finding potholes and bending the wheels, we can go to a 20.

• Always follow Fitment Rules Best Practice.

Coach Your People. Use coaching during CES/ VTV observations. Identify what’s getting in the way of perfect, develop a plan, execute again, and observe results.