Assuming that a service department has a high effective
labor rate, consistently high C.S.I. scores, high customer
retention and high monthly sales, I believe the Customer
Paid Repair Order Average (C.P.R.O.A.) is a highly effective
way to measure true sales ability and skill level. Keeping in mind that the current national C.P.R.O.A. is 1.68 and that I have yet to visit any service drive that is not fully capable of delivering 2.5 customer paid hours per repair order, including oil changes, the following is a quick assessment of what the various sales levels or averages represent and how to reach them:
 

Level 1 -     0.0– 1.5  = Hire “Order Takers”.

Level 2 -     1.6 – 1.7 = Hire Professional Clerks And Allow
                                     Them To Sit Behind A Desk.

Level 3 -     1.8 – 2.2 = Implement A Sales Process And Hire
                                     Sales People That Get Out From
                                     Behind Their Desks.

Level 4 -     2.3 – 2.5 = Is arrived at by Process Execution,
                                     Proficiency, true Minimum Standards
                                     and Accountability.

Level 5 -     2.6 – 3.5 = Is Determined By Individual Service
                                     Manager And Service Advisor Skill
                                     Level And Desire (Not All Drives Are
                                     Capable Of Exceeding 3.0
                                     C.P.R.O.A’s.). Arrived At With A
                                     Production Based Pay Plan.

I have discovered that most Service Departments can get to levels 1 and 2 without any help.  If you truly desire to get to levels 3 through 5 we can and will get you there.