Adesa ACE Knowledge Coaching Operations Questionnaire

Match the positive (red cable +) to positive and the negative ( black cable - ) to the other negative.

Match the positive (red cable +) to negative (black cable - ) and the negative (black cable -) to the positive (red cable +)

Its not important to know how to boost a vehicle as you can always ask someone that does know how to boost a vehicle to do it for you

All of the above

Under the hood

Under the rear seat

In the trunk

Passenger side fender

All of the above

Burning out the main electrical fuse

Burning out the main onboard computer and/or the vehicle charging system

The battery exploding resulting in a possible fire and physical harm to ADESA’s valued employees and customers

All of the above

Yes

No

Looking under the front end of the vehicle where you should see front differential or constant velocity joints connected to the front wheels.

Differential or constant velocity joints at the rear also indicate (AWD) or 4X4

A 4x4 button on the front console

All of the above

Yes

No

Confirm the actual 6A/C compressor exists under the hood

A/C sticker under the hood that reads ‘R 134 Freon’

Heater controls / Air Conditioning button

All of the above

Erosion of trust from the customer to ADESA as we are the ‘eyes and ears’ for customers buying online

Significant cost of a cancelled sale

Major cost adjustment in lost revenue and time to the company, employees and customers

All of the above

Air Conditioning & 4-Wheel Drive versus 2-Wheel Drive

Engine size / type – ie.) gas vs diesel & tire wear (tread depth)

Incorrect options

Pre-existing or existing accident repaired/body or structural damage disclosures on a unit

All of the above

True

False

It doesn’t matter because all units are sold ‘as is’ at ADESA

Customer dissatisfaction

Auction is exposed to financial losses which may include cancelled sale, transportation reconditioning ie) the average cost to unwind a sale is $1500.00 per incident

B & c

All of the above

Corporate lease returns

Financial repossessions

Dealer vehicles

A and B

The personal items from the vehicle should always be automatically itemized and logged for the customer and then placed in a secure locked storage box.

The information should be forwarded to the account representative for them to contact the lessee or repo regarding the items.

If there is no time to itemize the items they should still be placed in a secure locked storage box.

The items should only be itemized if the value amount appears to be under $100.00

The keys for the storage box should then be given to the yard administration office until the property can be handled properly

Leaves the auction vulnerable and liable for the missing property

Compromises the integrity of the auction and its employees

Adds stress onto employees who have to spend a lot of time dealing with the upset customer.

All of the above

Yes

No

Fleet Accounts

Factory Accounts

General public

All of the above

Stock Number & Arrival Date

Run Number & Sale Date

Year & Mileage

ADW, Detail & Liveblock

All of the above

Allows employees to process the vehicles efficiently manner

Makes it easier for customers to quickly identify the vehicles they are interested in purchasing – e.g.) mileage, year, etc. as they are going through the auction lanes

The chalk markings signify the vehicle has been officially checked into the next auction

A & b

All of the above

Vehicles can be parked in an incorrect spot

Could result in a cancelled sale

Loss of revenue for the company

Lost employee time searching for the vehicle

All of the above

2000

3500

9000

6500

It is not important the model will be announced by the auctioneer

Allows the buyer to establish value in the purchasing process

In the event that the vehicle model is posted incorrectly the buyer’s decision is impaired and may result in a cancelled sale and loss of revenue to the company.

B&c

All of the above

It isn’t important because all units are sold ‘as is’ at ADESA

It can be arbitrated. In some provinces it is law to disclose the previous damages to a customer

Not disclosing pre-existing damage exposes the auction to financial loss

B & c

All of the above

Paint lines

Mis-alignment of body panels

History search

Poor paint finish

All of the above

Permanently damaging the tire and the rim

Cost to the auction

Accident & jeopardizing the safety of someone driving the vehicle at a later date

All of the above

An unnecessary negative expense to the auction i.e.) approximately $26 in administrative time per incident & the cost has the capacity to escalate into hundreds of dollars if the vehicle does not make it into the auction

Erodes the integrity and trust of the customer towards the auction

It isn’t an issue because all of the information is kept within the auction’s computer system

A & B

Provide the transport department with the last six numbers of the vehicles VIN to track the vehicles origin.

Once the originator has been determined, the vehicle should be removed from the system.

The vehicle should be parked to the side and we wait for the owner to call looking for their vehicle.

Administration to re-enter the vehicle into the sale with the proper seller.

Advise the Yard to re-number the vehicle and ensure it is parked in its correct spot.

Glass Shop Department

Transportation Department

Mechanical Department

Administrative Department (Accounting / Data Entry)

All of the above

Trust and integrity of the customer to the auction, lost revenue & wasted employee time fixing the error

Errors are not a big deal, mistakes happen

Money takes longer to collect because everything is re-billed and re-invoiced and most people pay by statement

Potential of exposing the auction to financial loss and/or it may result in the auction not collecting the receivable as some companies are unable to pay receivables at a later date once the account is closed

A, c, d

Drive-away

Rail

Auto carrier

Towing

All of the above

Public & Dealer transfers

Internet purchases & Direct customer deliveries

Off site sales

Fleet relocations

All of the above

Yes

No

Transport department can’t forecast as effectively which compromises the department’s ability to process the logistics (‘moves’) as efficiently and effectively as possible

Drivers and customers having to wait for vehicle pick-ups

Longer it takes to for ADESA to receive the units the more backed up ADESA becomes internally – e.g.) condition reports, posting for liveblock, reconditioning, etc.

All of the above

Longer that the carrier sits idle the longer it is taking to service ADESA’s customers

Sooner the customer receives their purchases the sooner they are back purchasing more vehicles

Minimizing downtime greatly enhances the company’s ability to grow the transportation business

All of the above

Be aware of all the services available by transport and help to inform customers.

Inform transport of any opportunities for more business (customers using other transport providers, customers picking up their own units, negative comments regarding transport that can be turned into positives)

There is no need to tell others about ADESA’s transport services as people will figure it out on their own if they want transport services

Increase communication - e.g.) providing as much advance notice as possible and being specific on detailed requirements

At customer check out, ask for Transport services (in-person or internet)

Is ready for an oil change

The customer is now not sure if they want the vehicle placed into the auction

Identifies a unit is numbered for the sale and to be parked In the sale lineup

All of the above

Run number

Sale week

Stock numbers front and back

All of the above

Stock Number & Run Number

Sale Date & ADW

Detail

Liveblock

All of the above

Wasted time searching for vehicles

Added expense searching for vehicles

Potentially dissatisfied customers and employees experiencing unnecessarily wait time

All of the above

Potentially dissatisfied customer who cannot register their vehicle which costs them money because they cannot sell the vehicle until it is registered.

The Seller is only paid for the vehicle once they provide the ownership is at the Auction.

It’s not an issue as Dealer’s need to understand that the TOD is not always available at the time that they purchase the vehicle

A & B

Check the glove compartment and visors when booking in the vehicles.

Be on the lookout for ownerships/ registrations when reconditioning a vehicle.

Collect the TODs and try to not lose them. Hand them into the TOD department as you remember.

Ask the dealer to provide the Auction with the ownership prior to the Auction or request that they bring the ownership with them at the time of the Auction.

Yes

No

Cash

Debit & Company authorized cheques

Major Credit Cards

Goodwill

B & c

Retrieve the nearest fire extinguisher or radio for someone to bring a fire extinguisher to the location (this would depend on the proximity of the fire extinguisher to the location).

Stand and watch the scene unfold and watch to see how others will react and take care of the situation. Someone else should now how to manage the situation.

Clear the area of people and any adjacent vehicles to minimize extent of loss and make sure there are no employees or customers in danger.

Start screaming so people would know something must be wrong

Simultaneously engage the brake and turn the engine off immediately

Pump the gas peddle to release it

A & b

All of the above

The vehicle should always be in park when stopped and Drivers should be alert to Dealers who may try to approach the vehicle with this intent.

Get out of the car immediately

Yell at the Dealer for trying to rev the engine

Let the Dealer do whatever they’d like to the car and ask if you can assist them

3 Million

14 Million

650,000

2 Million

Yes

No

500

300

100

900

65 acres and 7 lanes

100 acres and 12 lanes

20 acres and 3 lanes

200 acres and 20 lanes

Yes

No

- To facilitate the auction’s success through direct efforts to sell the auction’s many services. The sales function is divided into two roles: outside sales and telesales. There are also national account managers who manage accounts on a national scale.

- To help Dealers sell their units throughout the week and if the units don’t sell the sales department then encourages the Dealers to put the units through the auction on sale day.

To create marketing programs for the Dealers to use in advertising their units.

To communicate with existing and potential customers on a broad scale to help bring Dealers and vehicles to the auction.

– Human Resources acts as a liaison between management and employees. The department is responsible for many areas including: recruitment, employee relations, benefits administration, workers compensation, safety, training and payroll.

– To give the Dealers advice regarding the types of employees they should be hiring or releasing within their organizations.

Ensure revenue and expenses are being recorded accurately and timely and provide support for other departments in understanding the revenue and expenses for individual departments

- To help the Dealers with any accounting questions they have relative to the purchase and sale of their unit(s).

- To protect the people, assets and operations at ADESA. Security operates 24-hours a day, 7days a week.

- The security department operates only on sale day to ensure that only registered Dealers are allowed to enter the Yard.

- To help Dealers with the day to day maintenance of their units.

- To make sure everything at ADESA stays in good working order.

- To approve Dealers to be able to buy and sell at the auction.

- To assist Dealers in registering the units they’ve purchased from the auction.

- To service the auction cycle of vehicles that have been previously leased or repossessed by banks and finance companies.

- To manage a fleet of units owned by the auction that ADESA employees have the option to lease.

- To service the auction cycle of a ‘factory’ or ‘program’ vehicles. These are vehicles that are sold back to the manufacturers from the rental companies.

- To assist the factories in purchasing units from the auction.

- To make sure the title received from sellers are valid, negotiable, and ready for buying customers. The titles department also serves non-auction customers.

- To help the Dealers with the proper brand name of the unit they are purchasing.

- To get vehicles from their owners to the auction and from the auction to their new owners.

- To conduct a complimentary shuttle for the Dealers who want or need to retrieve their unit from the Yard.

- To manage the inventory of vehicles brought into the auction and waiting to be sold through the auction or picked up by their new owners.

- To oversee the Dealers as they come in and out of the yard dropping off or picking up their units.

- To conduct repairs on vehicles for both auction and non-auction customers.

- To conduct mechanical repairs on every unit that enters the auction so that all units that pass through the auction are in A+ working condition.

- To conduct vehicle glass work on both auction and non-auction vehicles.

- To clean all of the glass on the units to help them present well when they run through the auction.

- To conduct the cleaning of vehicles on both auction and non-auction vehicles.

- To conduct a complimentary cleaning of all vehicles that will run through the auction.

- It is the price that is paid for the vehicle on auction day

- It is a vehicle that doesn’t sell on sale day

- It is the minimum asking price that the seller needs in order to sell the vehicle

- It is the price that buyers are willing to pay for a vehicle.

Possible cancellation of the sale resulting in revenue lost to the auction

Inability to sell the unit off the auction block

Possible buyer / seller dissatisfaction

All of the above

A series of negotiations to get the best price for the seller

A series of negotiations to get the best price for the buyer

A complaint department favoring the best resolution for the arbitrator

A conflict resolution performed by an impartial person or group predetermined by the parties involved.

Allows buyers to purchase vehicles with complete confidence

Dealers can have mechanical work done on the vehicle

Dealers can change their mind easier if they have buyers remorse

The sellers can use the arbitration process to find out possible malfunctions in the vehicle they are selling

All of the above

Allows buyers to have their purchases inspected for potential arbitratable items prior to leaving the auction

It allows the buyer to have 2-weeks to decide if they like and want to keep the unit

A & b

All of the above

Canada & United States of America

Australia

United Kingdom

Mexico

A & d

60+

110

48

250

Liveblock is an online simulcast system that allows virtual buyers to participate in a live auction from any location via the internet.

When the block is being used during the auction

Signifies when a unit is sold

Both b & c

Sales are moving upward

Units offered on internet that are still at dealership

Describes units being moved to the back of the Yard

All of the above

Sales are steady but not growing

It describes units to be parked in the middle rows of the yard

Units offered on internet that have been dispatched to auction but maybe still in transit

All of the above

Dealerblock is ADESA’s online custom selling platform website where vehicles are posted. The tool allows customers to buy and sell vehicles 24 hours a day 7 days a week via the internet.

An area during the auction where dealers can get together to converse.

An auction held by Dealers

A term used to describe dealer’s purchasing a block of vehicles

48-hours following delivery on internet purchases

Extended arbitration may be available for up to 7 days to cover items such as odometer discrepancy, hidden structural damage, previous total loss vehicle

Same day for major mechanical items – i.e.) drive train engine, drive train rear end

All of the above

Integrity & Employee Commitment

Innovation, Teamwork & Profitability

Customer Care, Employee Welfare & Safety

Community Involvement & Fun

All of the above

The ADESA, Inc. Salvage Auction Company.

The ADESA, Inc. Finance Company that primarily offers car loans to customers on dealer lots.

The ADESA, Inc. Finance Company that primarily offers floor-planning loans to help dealers purchase cars.

The ADESA, Inc. Company that primarily offers condition report services.

Guaranteed funds to pay the auction; no concerns over NSF's.

More money on the floor means more sales & higher bids; Higher sales result in increased trades which lead to higher consignment numbers.

AFC creates instant convenience for internet buyers as they can finance online.

Timely auction payment means quicker delivery times.

All of the above

Only acknowledge the customer if you have the time

Maybe it was your fault

I’ll tell my manager

Always make sure that you acknowledge the customer and listen. Bring the customer to the appropriate manager/department relative to their issue so that the issue can be resolved immediately.

Don’t respond

Empathize with them that being the smaller dealer is definitely the short end of the stick

A&b

Apologize for the perceived inequity and provide the customer with an explanation that all ADESA customers are equally valued. Ask the customer to explain the situation to you and assure them that it will be looked into. Then, be certain that the issue is looked into and that the customer is contacted for follow-up regarding their issue.

Accept it if only it was under $100.00

Take it only if you like the gift

Take it but keep it to yourself

As outlined in the corporate employee handbook, any gifts and courtesies should be open, above-board and known to customers and prospective customers and the manager.

They indicate when the auction will begin and end.

They indicate the status of the car being sold.

They protect the coating on the vehicles.

They highlight the vehicle’s flaws.

Registered dealers can get bid badges at the kiosk.

Non-registered Dealers can get temporary bid badges anytime.

All Dealers must stop at the front office to pick up bid badges.

Bid badges are issued through registered mail.

Magic

The buyer writes up an invoice

The Auctioneer posts them

A posting clerk posts them

Call, phone, fax or email Security and arrange to the have the cars ready for pick up at the gate.

Call, phone, fax, or email the auction’s transportation or sales departments with the pertinent information (customer name, address, vehicle info including vin).

Customers cannot pick up or deliver cars. They must use ADESA.

The customer can contact reception 15 minutes before they are ready to pickup or deliver the vehicle and reception will notify the proper department of their intentions.

Red

Yellow

Orange

Green

White

Red

Yellow

Orange

Blue

Green

Paintless Dent Repair

Pretty Darned Rough

Possible Damage Report

Pending Damage Report

Redemption is the act of returning a vehicle to a customer that was repossessed. When a customer pays current his/her creditor for back payments, the creditor will notify the auction in writing to release the vehicle to the customer. Normally this requires the customer to pay the auction for any charges accrued such as towing and storage.

Redemption is the act of the customer apologizing for any late payment problems in a notarized letter sent to the creditor. This act immediately starts the customer on a new payment plan with increases in percentages of loan rates and other terms.

Redemption is the act of repossessing a vehicle from a customer who has not made timely payments on the vehicle. The repossession cancels all future dealings with the customer and invalidates their Auction ACCESS card.

Redemption is the act of bribing a creditor to remove all traces of bad credit for a customer or client in return for the ability to continue to do business on a daily basis. The act is illegal. However, it is overlooked in the automobile industry and is considered business as usual.

Printing a bid badge

Obtaining a list of their consignment

Obtaining a list of their sale results

Printing gate passes for their unsold units

Send in security immediately

Confront the suspected trespasser and be prepared to escort them yourself from the property

There are never any trespassers due to the safeguards built into the auction security

Ask if you can assist the person and then ask for identification in the form of an Auction Access card or auction-authorized identification. If no proper identification is produced, call security.

Too Many unknowns

True Miles Unknown

Tires Missing Uniformity

Tachometer Missing Unknown

Prior to sale

On sale day or the next day

One week after the sale

One month after the sale

True

False

Upon receipt of the vehicle at the auction

Always on sale day

One day after the Buyer pays

Once the vehicle has cleared arbitration and lien searches and we’ve received ownership

Insurance Auto Auctions (IAA) and Automotive Finance Corporation (AFC)

Automotive Finance Consumer Division (AFCD) and PAR North America (PNA)

ADESA Motor Company

AutoVIN and Dent Demon

ADESA Inc

Comes to ADESA and registers

By completing all required forms and meeting legal requirements

Buying a dealership license from Autopac

Selling more than 10 cars a year makes you automatically a dealer

By grabbing a hold of the deck of cards first

Drive it anyway, nothing too bad can happen

Drive it as fast as possible back to the auction

Try to fix the car, if you cant, call the Mechanical department

Phone our designated safe vehicle personnel and they will instruct the driver

Get it towed back to the auction

A type of shark

A new Ford truck model

A handheld computer device

An extra large hammer

A small label printer

A program to reward emplyees for increasing business and awareness of the auction

A program that keeps track of how fast a car travels

Rotations per minute

A mechanical shop program to keep track of tire rotations

A Regional Provincial Management program that insures that ADESA adheres to the safety standards

A method where we make up "fake" vehicles to make our inventory look bigger

The name we use to refer to all vehicles posted online

Cars that you cant see

Computer generated cars used by computer "drivers"

A marketing initiative where a dealer's inventory is virtually expanded by everything located at ADESA

A person who is in charge of the lane during the auction, most of the time it is the auctioneer

The ringmen on the floor

A person assigned to a lane in the yard who verifies the vehicles in their lane are functioning and orgranized appropriately for the auction.

The sales person who is in charge of a lane and makes sure all of the cars are in good running order. They also communicate with the consigners for the order they run in.

Donkey Kong if he is present.

They are in charge of taking the bids from the floor and putting them into the computer and putting the sale information into AMS

They change the floor prices for the dealers and take in all the IF bids

They communicate with the auctioneer to make sure all announcements are made as well as given the auctioneer the floor prices on the vehicles

A and B

A and C

A vehicle that has been bought back from the auction by a dealer

A car that comes off of lease and doesnt meet the quality control for the maker that goes into the auction

A type of vehicle that has a 60 day time period where the auction can buy the car back from the dealers

A type of vehicle that has a 60 day time period where the dealer can buy the car back from the auction

A type of vehicle that has a 30 day time period where the auction can buy the car back from the dealers

The place at the auction block where the dealers stand

A list of vehciles that show which dealer is running on which block

The internet program that blocks dealers from bidding online who have not paid their bills

An online inventory of vehicles listed for sale that can be bid on anytime.

The area where dealers park their vehicles

The online tool that lets a dealer view and bid on a live auction that is running anywhere in North America

The term for an active auction block

The online tool that lets you update your car inventory online

The term for a section of dealer cars currently running through the auction

The act of building an auction block for a public sale

Anyone in the world who has a computer and an internet connection

Any dealer registered with ADESA

Any dealer with a dealer license

Anyone with an ADESA login

Only people with last names starting with the letters S and H

Yes

No

Only if they also have a dealer license registered in Canada

Only if they get special approval from ADESA

Yes, but they get charged an extra 20% per vehicle purchased