Page 27 - Agent Handbook 9.14.21

Appointments – Manual Adjustments

From time to time, there are appointments shown or sold that are not reported on the ESO
report. GEC Agents can request manual adjustments for errors and omissions in the ESO
report. A manual is defined as “credit for an appointment show/sold that is added into the agent’s
total shows/solds at the end of the month:

▪ It is the GEC Agent’s responsibility to determine if a manual adjustment is needed and if so,
to provide the needed documentation to warrant the adjustment

▪ GEC management is not responsible for identifying needed manual adjustments, however,
will be involved in approving all requested adjustments

▪ All manual adjustments should be submitted to the GEC Production Agent each month by
the required deadline. Adjustments not meeting the deadline will be processed in the next
pay period.

The following lists the various scenarios that are candidates for manual adjustments

▪ Guest shows but the store does not check them in:
o First, the guest must have been assisted by a sales associate

o Guests who show, then must immediately leave prior to assistance are not eligible for
an adjustment
o The GEC agent will need to submit the following for review:

• Name of the sales associate the customer worked with

• Clear evidence the customer came in (e.g., confirmation from the sales
associate, confirmation from the guest they came in). A GEC agent adding a note
saying someone said they came in will not suffice for an adjustment.

▪ GEC agent completes a reasonable amount of work to communicate with the guest, invite
them in for an appointment and the dealership sales associates takes over and makes the
appointment. If the GEC agent feels they did enough work to get credit for this
appointment, they should not set another appointment but provide documentation to the GEC
Production agent for a manual adjustment

▪ When a guest orders a vehicle, and the GEC agent was active in assisting the guest and the
store in this process - when the car is delivered, the agent is eligible for one show and the
sold. And will have to request a manual adjustment if there is no appointment set (either by the
store or the agent)

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