ACV
Actual Cash Value
The fair market value of a used vehicle before any dealer markup. Used to determine trade-in offers. ACV is based on condition, mileage, market demand, and comparable sales.
BDC
Business Development Center
A dedicated team (or department) that handles inbound and outbound customer communications — calls, texts, emails, chats — to set appointments. Eve AI functions as a 24/7 BDC.
CPO
Certified Pre-Owned
A used vehicle that has passed a manufacturer-defined inspection checklist and comes with an extended warranty. CPO vehicles command a price premium over standard used.
CRM
Customer Relationship Management
Software that tracks customer interactions, leads, follow-ups, and sales history. DealerAutoPilot integrates as a CRM layer on top of Eve's AI call and conversation data.
CSI
Customer Satisfaction Index
A score from manufacturer surveys measuring how satisfied customers are with their sales and service experience. High CSI scores affect dealer allocations and bonuses from OEMs.
DMS
Dealer Management System
The core software platform that manages all dealership operations — inventory, accounting, CRM, service scheduling. Common DMS providers: CDK, Reynolds & Reynolds, DealerSocket.
F&I
Finance & Insurance
The dealership department (and business office) that handles financing arrangements, extended warranties, GAP insurance, and other add-on products after a vehicle sale is agreed upon.
GAP
Guaranteed Asset Protection
Insurance that covers the "gap" between what you owe on a vehicle and what your insurance company pays if it's totaled. Sold primarily through F&I departments.
GP
Gross Profit
The profit made on a vehicle sale before overhead expenses. Front-end GP is the difference between invoice and sale price. Back-end GP comes from F&I products.
MSRP
Manufacturer's Suggested Retail Price
The sticker price set by the manufacturer. Dealers can sell above (ADM) or below MSRP. High-demand vehicles often sell over sticker; less-popular models go below.
NADA
National Automobile Dealers Association
The trade association representing franchised new-car dealers in the US. Also publishes NADA Guides — widely-used vehicle valuation guides for used car pricing.
OEM
Original Equipment Manufacturer
The vehicle manufacturer (Ford, Toyota, BMW, etc.). When someone says "OEM parts" they mean factory-made parts, as opposed to aftermarket. OEM also sets warranty terms and CSI programs.
PDI
Pre-Delivery Inspection
A multi-point inspection performed on a new vehicle before it's delivered to a customer. Ensures the vehicle arrived from the manufacturer in proper working condition.
RO
Repair Order
The work order created when a vehicle is brought in for service. An RO tracks what work was requested, what was done, parts used, labor time, and the total cost charged.
VIN
Vehicle Identification Number
A unique 17-character code that identifies a specific vehicle. Used for service history, recalls, Carfax reports, and registration. Every vehicle has exactly one VIN.
ADM
Additional Dealer Markup
A price added above MSRP on high-demand vehicles. Often seen on new model launches or limited-supply vehicles. Also called "market adjustment."
BE / FE
Back-End / Front-End
Front-end profit comes from the vehicle sale itself. Back-end profit comes from F&I products (warranties, GAP, accessories) added after the deal is made.
CDK
CDK Global
One of the largest DMS providers in North America. Many large dealership groups run CDK as their core operating system for inventory, sales, and service operations.
CVR
Customer Visit Record
A log of every interaction a customer has had with the dealership — calls, visits, service history, purchases. Helps sales staff pick up conversations with context.
ILM
Internet Lead Management
The process and tools for capturing, tracking, and responding to leads from digital sources (website forms, third-party lead providers, social media). Eve automates ILM for inbound calls/texts.
LOT
Inventory / The Lot
The vehicles physically on the dealership's property available for sale. "What's on the lot?" means what's available today. Eve can search your live lot inventory in real time.
SPIFF
Sales Performance Incentive Fund
Bonus payments offered by manufacturers or dealership management to salespeople for selling specific models, meeting targets, or moving aged inventory.
T.O.
Turn Over
When a salesperson passes a customer to a manager (or Eve passes to a human) for a "second look" — often used to close a deal or handle objections.
TCPA
Telephone Consumer Protection Act
Federal law governing automated calls and texts. Requires prior written consent before sending automated marketing messages. Violations carry fines up to $1,500 per message.
CARFAX
Vehicle History Report
A report showing a used vehicle's history: accidents, previous owners, service records, title issues. Most buyers expect to see CARFAX on used vehicles. DealerAutoPilot integrates CARFAX.
CSI Score
Manufacturer Survey Score
Score 0–1000 (varies by OEM) from post-purchase manufacturer surveys. High CSI affects vehicle allocations, holdbacks, and dealer bonuses. Service CSI and Sales CSI are tracked separately.
Eve AI
AI Voice Receptionist
DealerAutoPilot's AI assistant who handles inbound calls, SMS, and web chats. Eve understands natural language, knows your inventory, books appointments, and routes calls intelligently — 24/7.
Master Control
Eve's Configuration Dashboard
The admin panel where dealers configure Eve's behavior: business hours, departments, team routing, promotions, and response scripts. Think of it as Eve's "brain settings."
Appointment Booking
Eve's Scheduling Feature
Eve checks real-time availability and books appointments directly into your calendar — no human required. Works for test drives, service appointments, and management consultations.
CSV Feed Pipeline
Inventory Sync
The process by which your live inventory data is imported into DealerAutoPilot via CSV export from your DMS. Eve searches this data in real time when customers ask about vehicles.
Multi-Language Support
Bilingual AI Capability
Eve automatically detects whether a customer is speaking English or Spanish and responds in their language — no setup required. Expands your serviceable market without extra staff.
Department Buffers
Appointment Buffer Zones
Configurable time gaps between appointments per department. Prevents Eve from double-booking and gives your team breathing room between customer arrivals. Set per-day in Master Control.
Business Hours Config
Operating Hours Settings
Per-department hours configured in Master Control. Eve uses these to tell customers when they can visit or book appointments. Separate hours can be set for Sales, Service, and Parts.
Service Promotions
Eve's Promo Engine
Active promotions and specials configured in Master Control that Eve surfaces during relevant conversations. Eve proactively mentions the right offer based on what the customer is calling about.
Warm Transfer
Intelligent Call Handoff
When Eve passes a call to a human sales associate, she provides a full summary of the conversation, the customer's name, their vehicle interest, and any appointments created — so you pick up mid-conversation.
Inventory Search
Real-Time Lot Browse
Eve's ability to search your dealership's live inventory based on a customer's stated preferences (make, model, year, color, price range). Pulls from your synced CSV feed.
Eve University
Team Training Platform
The video training platform (you're using it now) with role-specific modules for Sales Associates, Service Managers, and Managers. Sequential modules, progress tracking, certificates.
Team Workspace
Staff Management Portal
The portal where sales associates and service managers access their assigned leads, view Eve's call summaries, manage their appointments, and track their own performance metrics.
Call Log
Eve's Conversation History
Full transcribed record of every call Eve handled — what the customer said, what Eve said, what was booked, and outcome. Accessible from the DealerAutoPilot dashboard.
Lead Capture
Automated Prospect Creation
Every inbound call where a customer expresses interest automatically creates a lead record with contact info, vehicle interest, and a conversation summary. Zero manual entry required.
Carfax Integration
Vehicle History via Eve
Eve can pull and reference Carfax data for specific VINs when customers ask about a vehicle's history. Helps customers make informed decisions without involving a salesperson.
Per-Day Scheduling
Day-Specific Availability
The ability to set different appointment availability per day of the week (e.g., tighter slots on Saturday, longer availability on Tuesday). Configured via Master Control's scheduling settings.