Episodit
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In this episode, we're diving into effective appointment-show techniques specifically designed for general managers and sales managers in the dealership environment. This is a highly successful activity that can transform your approach to customer interactions and drive next-level success.
Join me as I share powerful training and coaching techniques that high-performing managers use to break barriers every day. We’ll reflect on concepts from a previous episode on Reverse T.O./E.M.I., identifying three key strategies that bridge the gap between BDC and Sales. You'll learn how to create a VIP experience for every customer with an appointment, ensuring they feel welcomed and valued.
I’ll outline specific goals for managers to embrace, empowering them to support their salespeople and BDC teams effectively. You’ll walk away with a step-by-step role-playing activity that engages GM’s in the sales process, helping them set clear expectations that can be practiced repeatedly. By incorporating customer notes into this warm welcome, you’ll find that write-ups become smoother, communication improves, and deals are made and delivered more efficiently.
Sales managers can also adopt this activity to help their teams master the improved sales process, reinforcing the importance of practice within your organization. Plus, don’t forget to grab some flip chart paper for this engaging exercise!
Tune in to elevate your appointment-show game and foster a culture of continuous improvement in your dealership!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, we're exploring innovative strategies for interviewing and onboarding new salespeople in your dealership for 2024. As the sales process continues to evolve, it's crucial that our interview and onboarding practices keep pace. Join me as I discuss how setting clear expectations from the outset can empower new team members to understand their roles and what it takes to succeed in your organization.
With the majority of car buyers engaging through calls, texts, and emails before they even step foot in the dealership, the importance of strong phone skills cannot be overstated. As inbound calls continue to rise, we need to communicate to new hires that making calls is a key expectation. I’ll share how to tie this essential skill into your interview process, ensuring everyone is aligned from day one.
Throughout the episode, I’ll cover effective interview questions, streamlined processes, and actionable onboarding steps that will inspire you to elevate this critical aspect of your business. Whether you're a seasoned manager or new to the hiring process, you’ll gain valuable insights to enhance your team's performance and drive success in the coming year.
Tune in to revamp your approach to onboarding and prepare your dealership for success in 2024!
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Join us for an insightful episode where I sit down with Bill Reidy, VP of Sales, and Carol Marshall, COO at ActivEngage, a leader in people-powered messaging solutions for car dealerships. We delve into how personalized engagement transforms the car-buying experience, ensuring online shoppers feel valued and cared for.
Discover the evolution of customer engagement through digital interactions, including chat and SMS, and learn why these channels deserve the same attention as in-person conversations. We'll explore the critical differences between actively engaged and fully engaged customers, emphasizing the importance of relationship-building in the sales process.
We highlight the art of engagement that uncovers customers' needs and pain points, accelerating the sales funnel. ActivEngage’s innovative approach helps dealerships harness the power of digital retailing, driving higher-quality leads and faster closing rates.
This episode is packed with strategies to avoid outdated methods and enhance your dealership’s online presence. Learn how to maximize your marketing spend, track chat data for insights, and ensure your team is prepared to engage customers at every opportunity.
Tune in to discover how to leverage value-based conversations to boost your conversion rates. Don't miss out—check out ActivEngage now or visit them at the NADA Show this January!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
ActivEngage is your digital messaging driver with more then 14,000 satisfied customers in automotive chat.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Join us for an insightful episode with Carla Wade, Chief Revenue Officer at Lotlinx, to discuss the current challenges facing car dealerships in our "State of the Union" segment. With dealers scrambling to offload bloated inventories, we delve into the evolving landscape of automotive sales where traditional advertising methods are becoming obsolete.
As consumers spend 13-15 hours making vehicle decisions over a span of 1-3 months, inflation and rising interest rates have made buyers more cautious, often driving them over 50 miles to find the right deal. Carla highlights the pressing need for dealers to enhance their online presence, emphasizing the importance of VIN-level marketing and effective dealership website management.
In this episode, Carla breaks down the critical differences between AI and machine learning, explaining how each can be leveraged to make smarter inventory management decisions. She discusses how Lotlinx stands at the forefront of this technological evolution, guiding dealerships to choose the right tools that not only streamline operations but also provide valuable insights into market dynamics.
Discover how improved vehicle descriptions, competitive pricing, and high-quality photos can attract buyers in today’s market. Carla shares insights on using AI and machine learning to optimize pricing strategies and enhance inventory visibility, allowing dealerships to make informed decisions without the overwhelming manual effort.
Learn how technology can help pinpoint low-funnel buyers and ensure that vehicles are seen by the right customers at the right time. Carla emphasizes the importance of understanding specific dealership needs to effectively harness data, leading to better decision-making and increased profitability.
With practical metrics and a simple checklist, she breaks down how dealers can maximize efficiency and profitability while reducing the need for discounts. Tune in to learn how to navigate the complexities of today’s automotive market and harness the power of Lotlinx’s expertise to reclaim your time and boost your bottom line!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Join my interview with Liz Hernandez, a powerhouse in dealership growth and training with the Morgan Automotive Group. With passion and energy at an all-time high, Liz discusses her tireless efforts to uplift numerous dealerships under her guidance. She highlights the crucial role of culture and leadership in driving success, emphasizing that when General Managers (GMs) and managers actively engage with salespeople, everyone benefits. “Train your people,” she says repeatedly making the point that you must “love on people.”
Liz shares her approach to training, addressing the common excuse of being “too busy.” She believes that when the entire team is in sync, more appointments are made, leading to increased sales. Her unique ability to encourage salespeople to seek feedback on their calls reflects a growing confidence and commitment to improvement.
Delving into the dynamics of leadership, Liz outlines how successful GMs set the tone for the day by prioritizing collaborative training sessions. She emphasizes that building a strong culture requires GMs to actively participate in daily training on product knowledge, rapport building, and phone skills, ensuring that every salesperson has the tools to succeed.
Liz also confronts the challenges faced by service departments, stressing the need for ongoing training. She points out that service advisors, as the frontline of the brand, often struggle with difficult customer interactions. By investing time in training, managers can empower their teams to handle calls effectively, leading to greater customer loyalty and satisfaction.
Throughout the episode, Liz advocates for a culture where complacency is absent, and training is embraced as a vital part of daily operations. She shares strategies to celebrate successes and recognize efforts, reinforcing the idea that investing in people leads to better results.
Tune in to discover how to cultivate a thriving dealership environment through dedicated training, strong leadership, and a focus on nurturing your team!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, we dive deep into a crucial yet often overlooked aspect of the sales process: documenting notes. Whether you're a manager, a BDC representative, or a sales rep, this episode is tailored for you.
I explore why documenting customer interactions is essential for improving sales performance and enhancing customer relationships. We’ll discuss how thorough note-taking can help each team member make more personalized connections with customers, ultimately leading to more successful car deals.
I pull up my worksheet on what to document that I use in dealerships when I’m training and coaching. Ask me for a copy!
Discover how consistent documentation fosters unity within the team, ensuring everyone is on the same page and that every customer feels valued. Just like putting cars back on the lot, this practice requires ongoing attention and commitment. Don’t miss this opportunity to elevate your customer service and sales strategies! Tune in and learn how to turn your notes into a powerful tool for success.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, we sit down with Denise Leleux, CEO of Curbee, a pioneering mobile service tech platform designed specifically for dealerships. After their successful time deploying mobile with Tesla, Denise and her team gained invaluable insights that led to the creation of playbooks and standards to help dealers seamlessly deploy mobile service solutions.
Join us as Denise shares her expertise on setting up mobile service initiatives, tackling some of the biggest challenges dealers face, and the transformative benefits of adopting mobile service. Discover how this innovative approach not only enhances customer service but also builds trust through transparency and retains clients even after their warranties expire.
We dive into the future of mobile service, the lessons learned from working with Tesla, and how dealers can leverage this knowledge to improve sales and customer relationships. Whether you're a dealership owner or a sales professional, this episode highlights the many advantages mobile service brings to the table and offers actionable insights that can elevate your sales strategy. Tune in for an enlightening conversation that could change the way you think about mobile service in the automotive industry!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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General Managers, Desk Managers and Sales Teams! Learn how to execute the reverse T.O. and set the tone for a car deal, a solid review and a repeat client!
In this episode, I teach the art of creating a warm and welcoming atmosphere for car buyers through the innovative concept of the reverse T.O. General managers and sales managers this is the vital act that first impressions play in the sales process.
Discover how to make every customer feel like a VIP from the moment they step into the dealership. We’ll discuss the importance of personal connections, immediate engagement, and how to effectively represent your dealership and brand. Learn actionable strategies to ensure that customers feel anticipated and valued, transforming their experience into one that feels tailored just for them.
We’ll explore the power of prior customer research and how it allows managers to initiate meaningful conversations that make customers feel like gold. When sales managers introduce customers to their salespeople while sharing insights about the preparation that went into their visit, it not only boosts the credibility of the salesperson but also enhances the overall value of the team.
This episode is packed with practical tips and real-world examples that will empower managers to kick off every car deal in the most favorable way. By mastering the greeting, managers can set a positive tone for the entire sales process and demonstrate their commitment to the success of each salesperson on their team.
Listen in to level up your skills in customer engagement and learn how to build value at hello—because the first impression truly makes all the difference!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Quotes from guest, Mike Lucente. "Speed of the leader is the speed of the team", "Be more of a coach then a manager" and "Unrelenting in your vision."
In an insightful interview with Mike, a seasoned manager at Alabama's largest Kia dealership, he emphasizes the importance of nurturing team members' success and fostering an environment of continuous learning. With over 30 years of experience at the dealership and a history of achieving the prestigious President's Award, Mike believes that effective leadership requires a deep commitment and hard work, especially in today's fast-paced automotive landscape.
Mike notes that many of his team members are millennials and Gen Z, who joined during the challenging times of COVID-19. This shift has brought new energy to the dealership, and Mike is dedicated to ensuring that onboarding for both sales and Business Development Center (BDC) teams is consistent and thorough. He highlights the value of structured, process-driven training that every team member undergoes, reinforcing the importance of maintaining focus and adherence to established protocols.
Rebuilding the sales department and refining processes are critical objectives for Mike. He understands that training extends beyond video modules; it requires a hands-on approach where managers actively engage with their teams. "The speed of the leader is the speed of the team," he asserts, stressing that an interactive leadership style can significantly boost energy and enthusiasm within the team.
To facilitate collaboration, Mike champions a strong team concept that fosters interdependency between BDC and sales personnel. This synergy is vital to providing a seamless customer experience, ensuring that guests do not have to repeat their interests upon arrival, after already discussing them with the BDC.
Mike's approach to training is both consistent and interactive. He insists that when customer engagement falters, managers must step in immediately to guide the process. He advocates for managers' involvement in sales calls, particularly when complex customer questions arise, allowing BDC representatives and salespeople to observe and learn from the strategies employed.
By adopting a "you do one, I do one" training methodology, Mike cultivates a supportive environment where team members feel comfortable and empowered to improve. He underscores the importance of nurturing frontline skills through live sales calls, asserting that managers, with their wealth of experience, are ideally positioned to demonstrate effective techniques in real-time.
In Mike's perspective, the key to success lies in active involvement, continuous training, and fostering strong relationships within the team. His commitment to these principles not only enhances team cohesion but also drives the dealership's overall performance.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this power punched episode, I tackle the critical need for change in today’s fast-paced business environment! And this motivating epiisode is quick to the point and provides many examples to dial into for process improvement in your business.
In example, salespeople lead customers through the sales process vs customer immediately all over you demanding #’s quickly leading to no deal.
Soooo, change in sales process is necessary. Learn a process to structure a change initiative to execute. Be aware though, people start thinking about this change and under pressure they can crack and get discouraged even abandoning the change. Be ready for this! Here's another example. Service MPI call includes value, risk and reward vs price drop only. Change is necessary. I share ways to zoom into this and have a strategy to change the outcomes! ANDDDDD, another one: Long winded meetings that can go 1.5 hours vs 10-minute power meeting. Learn a simple strategy to conduct shorter meetings that includes a quick activity to implement right away to reinforce your meeting focus.Discover how to structure a change initiative that empowers your team, preventing the pitfalls of pressure and discouragement.
Change is a collaborative effort that demands reinforcement and commitment. I provide practical performance measurement strategies to ensure that new practices become the norm. By the end of this episode, you’ll be equipped to not only manage change but to thrive in it, unlocking new possibilities for your organization.
Tune in to learn how to elevate your business practices, foster professional development, and set your teams up for success. Change may require determination, but the rewards are boundless—watch as everyone thrives!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, join me as I go hard into the world of service BDC appointments! I'm sharing 10 ways to get more service appointments and this epi is moneyyy! 💰
Dealerships are in a constant battle to secure loyalty from existing clients while also attracting new ones. At the heart of this challenge lies the crucial role of the service department, where customer relationships are nurtured and sustained. So, dealerships need a lot of appointments on the books! Those calls coming in and going out are GOLD! I share 10 things that will boost your call appointment conversions!
Every day, a barrage of phone calls floods the service department, making each interaction a potential turning point in customer loyalty. I shed light on the pivotal role of appointments in ensuring that service BDC reps can effectively engage customers into the store. Through a deep dive into the world of service Business Development Centers (BDCs), I share insights gained from conducting weekly training sessions and meticulously analyzing customer calls on a daily basis.
Discover the essential ten actions that can revolutionize outcomes in service BDC, from improving customer satisfaction to driving appointment bookings. Learn the art of identifying key customer cues and concerns during calls, enabling service teams to pivot swiftly, address issues, and secure crucial appointments. After all, it is these personalized interactions that lay the foundation for long-lasting customer loyalty and dealership success.
Tune in to this episode to unlock the secrets of nurturing loyalty through calls and empowering your service department to thrive in the competitive automotive landscape.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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https://www.meetlisacopeland.com
Join us for an inspiring conversation with Lisa Copeland, a top 1% real estate agent among 90,000 peers, co-founder of Cardone Mortgage, and host of *American Dream*. Lisa shares her remarkable journey from entrepreneur and car dealer to real estate powerhouse, emphasizing the importance of personal branding and the impact it can have on your career.
In this episode, Lisa discusses her partnership with Grant and Elana Cardone, revealing how she made the leap into real estate in 2020 and why she believes in the power of networking—“always take the meeting.” She shares invaluable insights on what it takes to become a top performer, from self-belief to strategic investment in real estate.
Lisa says there is three ways to build wealth—inheritance, exit strategies, and self-driven initiatives—and passionately advocates for homeownership as a key to financial freedom. With her experience, she highlights the benefits of real estate as a hedge against inflation and the importance of finding a knowledgeable realtor.
We also explore the challenges posed by COVID-19, how Lisa pivoted her career, and the impressive 1,200-agent network she built globally with Elana Cardone. Drawing inspiration from her entrepreneurial father, Lisa shares lessons learned from both successes and setbacks, making this episode a must-listen for anyone looking to elevate their career and financial future.
Tune in for a wealth of knowledge and inspiration on branding, investment, and the entrepreneurial spirit!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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This guy is a blast to chat with! This episode is fast-paced and packed full of great info. I love this interview, Dave's energy & momentum! 🤩 He openly gives his expert advice based on what he is seeing with current dealers who are looking to sell.
Meet Dave Cantin, CEO of Dave Cantin Group, a leading Strategic Mergers and Acquisitions advisory firm that specializes in representing publicly traded companies and top 150 dealerships to protect their assets and legacy through succession planning, even if they are not considering a merger or acquisition. Dave shares valuable insights into the industry that can significantly improve dealer valuations.
Dave delves into the key strategies operators can implement right now to evaluate their infrastructure focus and unlock growth potential within their businesses. By reviewing specific expenses and tightening up areas like inventory control, managing new car supplies, optimizing fixed operations, and scrutinizing expenses, dealerships can enhance their enterprise value and prepare for a successful sale in the future.
During the interview, Dave highlights three critical areas that run parallel to improving dealer valuations. Firstly, he emphasizes the importance of inventory control, managing new car supplies, days in stock, and optimizing floor plan expenses. Secondly, he discusses the significance of fixed operations and how investing time in understanding clients can lead to tangible improvements in business performance. Lastly, Dave stresses the need for dealerships to closely examine their expenses, identify areas of overspending, and eliminate duplicate resources to boost profitability.
By implementing Dave's actionable steps and insights, operators can streamline their operations, enhance business efficiency, and ultimately increase their dealership's valuation potential. Tune in to discover how strategic planning and meticulous attention to detail can set your dealership up for long-term success and financial growth.
Succession planning, as Dave explains, is not just about exiting a business but also about acquiring and protecting assets. By having a well-thought-out plan in place, dealerships can ensure continuity and protect their legacy. Dave emphasizes the importance of revisiting and reassessing the succession plan annually, much like tax evaluations, to adapt to changing circumstances and maintain growth potential.
To navigate potential catastrophic events and ensure business continuity, Dave advocates for clear leadership structures and instant triggers for key decisions. By proactively planning for various scenarios, businesses can mitigate risks and enhance their overall valuation.
Don't miss this opportunity to learn from Dave Cantin and discover actionable strategies to improve your dealership's valuation and future prospects. Visit DaveCantinGroup.com to access the Market Research Report featured in Forbes and explore JumpIQ for additional insights and resources. Tune in to elevate your dealership's success and secure its long-term legacy.
>>> www.davecantingroup.com
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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I sit down with Glenn Lundy, the dynamic CEO of 800% Elite Automotive Club, newly accomplished car dealer, and esteemed motivational speaker. Glenn, widely known for his impactful shows like The Morning 5 and Rise & Grind, delves into the crucial distinctions between investing versus spending and balancing, urging listeners to change their terms to change their actions.
glennlundy.com
Discover the inner workings of Glenn's revolutionary 800% Auto Elite Club, where a diverse mix of dealership DNA fosters a vibrant learning environment. Gain exclusive insights into why breaking free from the confines of a 30-day month window is essential for shattering limited thinking and embracing continuous growth through innovative approaches.
Unveil the secrets behind achieving unprecedented 800% growth as Glenn dissects why many settle for merely doubling up to 200%. Learn why sustaining long-term growth demands relentless action even after initial success, as Glenn imparts invaluable advice on viewing businesses with a forward-thinking mindset.
Explore the transformative power of fostering relationships with team members who are driven by a shared desire for growth, rather than being reduced to mere numbers on a spreadsheet. Glenn shares strategies on shifting language and narratives surrounding business expansion, emphasizing the importance of volume thinking over gross thinking and how volume can be the ultimate problem-solving tool.
Gain a deeper understanding of the significance of not solely relying on financial statements when making decisions, and discover why aligning your entire team's efforts is crucial for creating abundant opportunities. Learn how every action taken today contributes to the infinite game of business, and uncover the rewards of owning your role within your organization.
Tune in to this episode to unlock key strategies for sustainable growth, empower your team to strive for excellence, and embrace a transformative mindset that paves the way for long-lasting success in the ever-evolving business landscape.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this fast-paced solo episode, I focus on the world of customer loyalty and the intricate strategies involved in creating and maintaining loyal clients. I share invaluable insights on the often-overlooked aspects that can make a significant impact on customer retention and satisfaction.
With a keen focus on the service department, the episode delves into the critical role that service actions play in fostering loyalty. By pinpointing small yet crucial areas that are frequently disregarded, our host sheds light on the importance of setting up robust systems and processes to ensure a seamless customer experience.
I also highlight the significance of confirmation texts or calls to mitigate no-shows and enhance customer engagement. From addressing missed appointments to defining trade appraisal processes on the service drive, she offers practical approaches to maximize client outreach and capitalize on sales opportunities.
Drawing attention to the untapped potential of contacting clients with unused maintenance plans, our host emphasizes the need for proactive communication to retain customers and drive sales. By bridging the gap between sales and service, I underscore the importance of acknowledging and rewarding loyalty to foster long-term relationships.
Through personalized contact strategies, such as reading and highlighting client history and notes, I advocate creating a tailored experience that sets your dealership apart. By demonstrating genuine interest, showing appreciation, and maintaining a high level of etiquette, I emphasize the power of building rapport and trust with customers.
The episode concludes with actionable steps to enhance customer loyalty, including consistent follow-up calls, personalized interactions, and value-driven communications. By leveraging low rates from OEMs and conducting post-visit follow-ups, I showcase how a customer-centric approach can drive satisfaction, loyalty, and ultimately, business growth.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, we will explore valuable tips and techniques for service advisors looking to boost their bottom line by increasing line items during service interactions when writing service in a car dealership. The Power of Personal Connection As a service advisor, the check-in process is your first opportunity to connect with customers and set the stage for a successful service experience. We discuss the importance of slowing down, making genuine connections, and building trust with customers during the check-in process. By incorporating simple gestures and personalized touches, you can establish yourself as a trusted advisor and enhance the overall customer experience. The Post-It Note Technique Discover the power of the post-it note technique and how it can help you increase line items and generate more revenue. We delve into the details of this effective strategy and explore real-world examples of how service advisors have successfully implemented it to drive results. Learn how a small note can make a big impact on your service interactions and improve customer satisfaction. Mastering the MPI Call Gain valuable insights into the art of conducting Multi-Point Inspection (MPI) calls to propose additional work and secure customer approvals. We compare a standard call to an enhanced "2.0" call, highlighting the importance of communication skills, active listening, and building rapport with customers. By mastering the MPI call process, you can increase line items and drive profitability for your dealership. Demonstrating Your Value We explore practical strategies for reminding customers of your unique value as a service advisor. From sharing success stories to highlighting your expertise and dedication, we discuss ways to differentiate yourself and strengthen customer relationships. By focusing on building trust and showcasing your worth, you can set yourself apart and enhance customer loyalty. Thank you for tuning in to this episode of Dealer Talk with Jen Suzuki! We hope you found these tips and techniques valuable for improving your performance as a service advisor in a car dealership. By mastering the art of personal connection, leveraging the post-it note technique, refining your MPI calls, and demonstrating your value to customers, you can elevate your service interactions and drive success in your role. Stay tuned for more insights and strategies to help you thrive in the dynamic world of automotive service advising. Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com 🔥Check out our sponsors!🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, I help you with a plan to address common objections and challenges encountered when attempting to schedule appointments with customers. Whether you're in Service BDC, a Service Advisor, or a Salesperson, this episode provides valuable insights applicable to both sides of the business, highlighting parallels in the appointment-setting process that lead to successful outcomes.
Many times, people may attempt to avoid committing to an appointment, citing the need to check their schedule or get back to you later. Instead of accepting this as a dead-end, why not take another swing at securing the appointment? Discover a range of techniques and strategies to navigate these scenarios effectively, empowering you to persist and engage prospects in a meaningful way.
Drawing from real-world examples and practical advice, I tackle the nuances of reengaging prospects who show resistance to booking appointments. By emphasizing the importance of understanding the customer's needs, articulating the urgency of addressing their concerns, and presenting your solution as the best-fit option, you can compel prospects to take the next step and commit to an appointment.
Uncover actionable solutions to address customers' interest in servicing their vehicles, focusing on highlighting their concerns, demonstrating your understanding, and presenting a compelling case for why they should choose your dealership. By reframing your approach and proactively addressing objections, you can propel conversations forward, increase appointment rates, and drive higher conversions.
Challenge yourself to rethink your strategies for overcoming objections and pushing towards securing appointments, knowing that each interaction presents an opportunity to improve your odds and elevate your success rate. With the right mindset and techniques at your disposal, you can confidently navigate appointment-setting challenges and achieve remarkable results in both service and sales. Tune in to this episode and unlock the secrets to mastering appointment setting – your success awaits!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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Meet Jessica Colon @[email protected] | City Kia of Greater Orlando has raced to the top 3 Kia stores in the country! She's amazing! A top performer! 🥇💯
In this episode, we delve into the extraordinary journey of a remarkable individual who has ascended to the pinnacle of the automotive world as the best Business Development Center (BDC) manager, in my opinion. With a track record of orchestrating the seamless collaboration between sales and BDC teams, she effortlessly drives an astonishing 450 to 500 units per month, with BDC accounting for 50% of sales ignition.
From the bustling streets of New York to the sunny shores of Florida, she has spearheaded a phenomenal growth spurt of over 120% in business. Through her candid narrative, she reveals the challenges of navigating the BDC landscape without prior experience, shedding light on her mindset for fostering growth and nurturing a fresh team that has flourished into management positions and even ownership.
She shares insights on leveraging CRM tools to enhance customer experiences, the importance of modernizing pay plans to optimize results, and the pivotal role of team bonuses in fueling motivation for both sales and BDC members. By fostering a culture of collaboration and communication, she has bridged the gap between the two teams, emphasizing the significance of precise processes and sales examples in driving success.
With a keen focus on the sales process and key aspects that catalyze successful transactions, she underscores the importance of equity mining tools and leveraging service opportunities to bolster sales and forge lasting customer relationships. By involving BDC in sales meetings and weekend spiffs, she ensures that every team member plays a pivotal role in the collective success of the dealership.
Through her leadership and unwavering dedication to excellence, she has earned the respect of the sales desk, emphasizing the value of patience over discounts to improve gross margins and enhance the overall sales experience.
Join us as we unravel the secrets behind building a championship team, the importance of consistent communication, and the art of transforming service opportunities into loyal customer relationships. Leadership lessons abound as we dissect the playbook for success in the competitive world of automotive sales.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, I dive into the world of inbound sales calls, I say are the low-hanging fruit for increasing income and maximizing conversions in the car sales! Learn how to craft a sales process tailored to address common challenges encountered during inbound sales calls, such as customers rushing for out-the-door (OTD) pricing, seeking trade values upfront, or inquiring about rates and availability before committing.
Join me as I explore the art of mitigating problems on your sales calls and devising a proactive strategy to preempt and resolve issues that may hinder your sales success. Learn actionable techniques to shift the odds in your favor, ensuring more favorable outcomes aligned with your desired results.
Many sales professionals face the challenge of being derailed right from the initial greeting, making it difficult to secure appointments when customers press for information upfront or hesitate to visit the dealership. Gain insights into different approaches to handling sales calls effectively, presented through diverse scenarios and examples aimed at positioning you as a trusted advisor rather than a mere seller, fostering a sense of confidence and rapport with potential customers.
Uncover a blueprint for structuring a refined call process that minimizes common pitfalls and enhances your overall call performance. Embrace the notion that persistent problems indicate a need for process improvement, and explore specific strategies and methodologies to elevate your call outcomes consistently.
To succeed in inbound sales calls, it's crucial to convey confidence, expertise, and genuine care through your interactions. Let's embark on this journey together to redefine your communication style, refine your questions, and reshape your statements to establish yourself as a valuable resource and guide for customers.
Commit to adopting new processes and embracing change to propel your sales performance to new heights. Embrace the challenge of mastering inbound sales calls, and unlock your full potential as a top-tier sales professional. Are you ready to elevate your sales game and achieve greatness in every call? Tune in now and take the first step towards sales excellence!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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📍Meet Guests at upcoming Reynolds Retail Summit Amplify24 ReyRey.com/Amplify
Join us as we delve into the intricacies of the Federal Trade Commission's controversial Vehicle Shopping Rule in the automotive industry. In this episode, representing Reynolds and Reynolds legal expert Matt Chacey, Product Development Attorney and Sales Director for Compliance Team, Jason Gaskill, shed light on the implications of this new regulation for car buyers and dealers alike.
Critics of the Vehicle Shopping Rule argue that it may lead to increased costs, more paperwork, and a longer sales process, potentially making the car buying experience more cumbersome for consumers. With members of Congress closely monitoring the situation, concerns are being raised about the rule's impact and the need for legislative action to address perceived shortcomings.
FTC enforcement actions, resulting in significant settlements, have put every dealer under the regulatory radar. From transparency in consumer transactions to the prohibition of misrepresentations, the importance of clarity and honesty in sales practices cannot be overstated.
Matt and Jason discuss the complexities of compliance, highlighting issues such as conflicting language in documents, the inclusion of arbitration clauses, and the presentation of optional products to customers. They emphasize the need for transparency and strategic redundancy in conveying information to customers, ensuring that they understand the terms and conditions of each product offered.
Tune in to gain valuable insights into navigating the evolving regulatory landscape, protecting dealerships, and promoting transparency in auto sales. Learn how to ensure that customers are well-informed about their options and rights, empowering them to make informed decisions with confidence.
Status:
On Jan. 18, the FTC postponed the VSR’s effective date of July 30, 2024 pending judicial review in response to a petition for review filed by NADA in the U.S. Court of Appeals for the Fifth Circuit. (See NADA’s opening brief.) NADA-supported language to deny FTC funding to enforce the VSR was included in the FY25 FSGG appropriations bill that passed the House FSGG subcommittee on June 5.
NADA also supports the “FTC REDO Act” (H.R. 7101/S. 3014) which would stop the VSR and require the FTC to follow certain procedures to ensure the rule is the result of an informed process if it chooses to “REDO” the rule. The bill requires the FTC to 1) issue an Advance Notice of Proposed Rulemaking; 2) conduct a quantitative study on auto retailing; 3) undertake consumer testing; and 4) publish a cost benefit analysis based on actual data. The FTC failed to perform these essential steps before finalizing its rule. Members of Congress are urged to cosponsor the “FTC REDO Act” to stop the flawed VSR and prevent the FTC from needlessly imposing significant burdens and costs on consumers and small business dealers.
Main Points:
✔️This FTC rule will add time, costs, and complexity for car-buyers and make it harder to conduct online sales. Vehicle sales are already extensively regulated with a document-intensive process, yet the FTC finalized these mandates without testing whether they enhance consumer understanding, education or protection. Under the rule, every time a consumer asks about a specific vehicle or monthly payments, it would involve new written forms harming the industry’s ability to streamline and modernize the car buying process.
✔️The VSR is duplicative as all the harms the rule is aimed at addressing are already against the law, and the agency presently has sufficient enforcement authority to police any alleged wrongdoing. The rule will duplicate and, in some cases, conflict with, extensive state and federal laws that protect consumers (e.g., the Federal Truth-in-Lending Act). The rule introduces ambiguous terms such as “express informed consent” and states that a customer signature by itself will NOT suffice, contrary to many state laws.
✔️The FTC’s rule dramatically increases the agency’s power without an informed regulatory process and will severely harm small businesses. The rule empowers the FTC to issue $51,744 per violation fines against dealers for unnecessary and vague requirements. The rule also imposes new recordkeeping burdens that more closely resemble retention requirements for supervised financial institutions, such as forcing dealers to capture every written communication, including texts.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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