Glossary

Dealership Terms,
Plainly Explained.

The shorthand every dealership uses, defined without the jargon — for new hires, and for anyone researching the industry from outside it.

Business Development Center — the team that handles internet leads and phone-ups before they reach the sales floor.

T.O. (Turn Over)

Handing a customer off to another salesperson or manager, usually to save a stalling deal.

What a dealership actually makes on a deal — split into front-end (the vehicle) and back-end (F&I products).

The back-and-forth of numbers written down and revised during price negotiation, often on a four-square worksheet.

The first 30–60 seconds of a walk-in interaction, before any needs analysis begins.

A low-pressure question that tests buying temperature before attempting the actual close.

Customer Satisfaction Index — the manufacturer survey score tied to a dealership's standing and incentives.

Objection Handling

Responding to a customer's stated reason for hesitating, without dismissing it or caving to it.

An "up" is a new walk-in customer; a "be-back" is one who's already visited and returned.

Per Vehicle Retailed — average gross profit per unit sold, one of the core dealership performance metrics.

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