Episoder
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In this episode, I dial into tackling one of the most overlooked yet powerful tools in your sales and service conversations: risk. Knowing how to talk about risk with your customers isnât just a nice-to-haveâitâs essential for showing value, solving problems, and closing deals.
Weâll cover:
Why identifying and explaining risk is crucial in every customer interaction. Real-life examples for sales and service teams that showcase exactly what to say and how to say it. How to use risk to connect the dots between problems and solutions, making your presentations stronger and your conversions higher.For service teams, you can set yourself up to explain the benefits of acting now.
For sales teams, weâll look at how to uncover risks tied to hesitation, making it easier to guide your clients toward the right decision.
Risk isnât just a one-time topicâitâs an everyday conversation that drives results. If youâre ready to build trust, sell with confidence, and see more approvals, this episode is for you.
Tune in now and start making risk work for you!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535
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. NADA Show Booth #4451
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921
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So grateful to share time with Rita Case, a prominent figure in the automotive industry, best known for her leadership in the Rick Case Automotive Group, which she co-founded with her late husband, Rick Case. Together, they built a successful dealership network recognized for its commitment to customer service and community involvement.
Rita shares her history as a pioneer in bringing brands like Honda into the US car market. She's been a dealer for 48 years! Find out an interesting story about her views on being the only women in the room especially in a leadership role. She shares her viewpoints on how she makes an impact in business and community while gaining so much respect. Learn a neat story about bicycles and how simple acts of kindness parlayed into a lifelong career!
In recent years, Rita has continued to honor Rick's legacy through various philanthropic initiatives. The Rick Case Automotive Group is actively involved in supporting local charities and community organizations, focusing on causes such as education, health care, and animal welfare. Rita has emphasized the importance of giving back, believing that strong community ties not only benefit those in need but also enhance the dealership's reputation and foster loyalty among customers and employees.
We talk leadership, her passions for philanthropic work in the community, team building and the importance of career paths. We dial into education initiatives and so much more! Hearing your values and how she approaches her culture and mission! You can pick up her book for free by just reaching out to her - she opens the door on this episode - Our Customers, Our Friends: What 50 Years in Business Has Taught Rita and Rick Case About Sales Success and Community Service. Get a copy from her - she gives her contact info!
My favorite quote from Rita:
If you have procedures in place that show respect, appreciation and commitment to others achieving their goals, then they will give you a chance. People want to work for businesses where the owner wants to show them a career with processes in place to prove it. - Rita Case
If you're not having fun, get out of the business! - Rita Case
This is an inspiring episode that will give some meaning to being part of an enormous opportunity to grow in automotive!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921
automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535
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. NADA Show Booth #4451
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921 -
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Welcome back listeners! This is a quick yet impactful class tailored for everyone working in dealershipsâboth in sales and service. As competition heats up, creating a standout customer experience is more critical than ever, and I'm here to share actionable tactics that you can implement immediately to enhance relationships and drive loyalty! Letâs get it!
Listen in as I explore the power of client history and its role in nurturing loyalty while boosting your bottom line. Iâll reveal key strategies for Service Advisors to connect with customers effectively, ensuring they feel appreciated and valued from the moment they walk in. For our sales teams, these tactics can transform your approach, leading to improved appointment rates and increased sales.
I discuss the importance of knowing who is coming in tomorrowâwhether theyâre new or returning clientsâand how this knowledge can set the tone for a warm, welcoming experience. Acknowledging customer loyalty through personalized greetings and CRM history not only makes customers feel special but also creates lasting connections.
I provide real-world scenarios for both sales and service teams, making it easy for you to understand and implement these strategies right away. This episode is mission-critical for anyone in the dealership looking to elevate customer interactions and stand apart from the crowd.
Tune in to learn how to make every customer feel like they truly matter, and discover how simple, personalized actions can transform your dealershipâs culture and customer experience. Letâs get started on creating memorable moments that lead to lasting loyalty!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535
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. NADA Show Booth #4451
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921
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Join us for an cool episode featuring two industry game-changers: Dave Sperau, Founder and Chief Revenue Officer of Autosled and Alex Snyder, CEO of FRIKINtech and President of Dealer Refresh.
In this episode, we dive into the revolutionary world of transportation in the automotive industry, led by Autosled's remarkable growth. Dave shares his inspiring journey from car dealer to innovator, driven by his frustrations with inefficiencies in the vehicle transport process. Discover how he developed an app that streamlines billing, vets drivers, and provides real-time trackingâakin to the Uber experience for cars.
Alex, a recent Autosled user, recounts his seamless vehicle purchasing experience, highlighting the app's efficiency and transparency. He shares how easy it was to get a quote, contract a driver, and have his unique vehicle delivered sooner than expected, all while maintaining communication with the driver.
We explore how Autosled has become a trusted partner for dealers and manufacturers across the country, transforming the way vehicles are delivered. With a vast network of vetted drivers and quick payment processes, the days of waiting for transporters to gather multiple cars are gone.
Listeners will learn about the upcoming NADA show conference in New Orleans, where you can connect with Autosled and discover how their services can benefit both dealers and consumers. If you're considering buying a car from another market, this episode highlights a tool that puts affordable transportation right at your fingertips!
Tune in to hear how Autosled is not just changing the game for dealers but also empowering consumers to make smarter, faster decisions when it comes to vehicle transport!
Dave Sperau - [email protected] | autosled.com
Alex Snyder - [email protected]
Autosled is ranked #9 in the Deloitte Technology 2024 Fast 500. The awards recognize innovative companies across technology, life sciences, fintech and energy tech sectors. https://bit.ly/3DjaSoT
NADA 2025 - Autosled will be exhibiting at Booth# 7921. Autosled will also be running a special during the show for any dealers that sign up at NADA to use Autosled & ship their first vehicle before the end of February 2025. Dealers that sign up and move their first car before the end of Feb 2025 get their first vehicle move for FREE (up to 500 miles)! We're confident that dealers will love the Autosled experience and want as many as possible to have the opportunity to give it a try at NADA.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
Autosled.com is the next-generation automotive transportation logistics platform and marketplace.
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, I get into the power of evaluating recorded sales callsâan often overlooked yet incredibly effective tool for driving more deals in automotive sales. Iâll share my personal journey into car sales, where I learned that phone calls were the true goldmine for lead generation, not just waiting for walk-ins. As the founder of the first internet sales training company, Iâve seen firsthand how dialing in on your phone process can make all the difference. Sales calls is how I built my business selling cars!
You'll learn how listening to and evaluating calls can directly impact your sales goals and why this is the lowest hanging fruit in your dealership's growth strategy. Iâll explain why many managers fail to listen to recorded calls, and how taking the initiative to evaluate and coach on call processes will give you a competitive edge.
This episode breaks down how to identify key issues like low energy, poor engagement, and lack of control in calls. Iâll walk you through how to engage your team with specific, actionable questions that foster self-reflection and improvementâwithout creating a negative atmosphere. After all, coaching is about building people up, not tearing them down!
Whether youâre a manager or a sales rep, youâll come away with concrete techniques to evaluate calls, lead more effective coaching sessions, and improve the overall sales process. Plus, Iâll share some tips for making call evaluations a fun, engaging team activity that drives progress.
Tune in to learn how you can turn every incoming call into an opportunity to close more deals and develop your team's skills for long-term success.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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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Showroom traffic may be down, but the deals are still thereâif you know where to look.
In this episode, Lindsey Shaker, Marketing Director at Shaker Automotive Group, reveals her problem-solving mindset and the hacks she uses to uncover hidden opportunities that many dealers miss. If youâre wondering why your dealership isnât seeing the foot traffic you expect, this conversation is for you.
Lindsey dives into the often-overlooked areas in dealership marketing, from phone systems to call tracking, and explains how small gaps in these processes can have a big impact on your sales. She shares her unique approach to tracking ROI and shows how digital marketing, when optimized, can drive phone calls and appointments that close faster and more effectively than traditional leads.
We talk: phone systems, tracking ROI and sourcing, phone lines, reporting, call transcripts and keywords + so much more! Talk about learning work hacks - here ya go!! ANd thank you Lindsey!
With the right systems in place, Lindsey reveals how she helps her GM's tie marketing efforts directly to sales, even when showroom traffic is weak. She explains how she audits every 45 days to ensure call tracking and reporting are spot-on, and how sheâs solved issues related to missed opportunities, inaccurate reporting, and inconsistent CRM logs.
If you're struggling with where to spend your marketing dollars or why your leads arenât converting as expected, Lindseyâs insights will help you uncover the root causesâand show you that the sales are already waiting for you, right under your nose. Tune in to discover how to fix the gaps and start closing more deals today!Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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 sa
les, service (fixed ops) and marketing. -
In this episode, I sit down with Rob Cochran, Chairman & CEO of Cochran Automotive Group, 39th largest dealer group in the nation, to dive into the future of the automotive industry and the critical changes dealers must embrace. Rob has also been on the NADA board since 2020 and is the upcoming 2025 Vice Chairman and 2026 Group Chairman.
Rob sheds light on the government mandates, OEM conformity, and digitalization that are reshaping the landscape. From ADAS and autonomous driving to the impact of China on global OEMs, Rob explains how the industry is evolving and why the focus must remain on the customer.
We discuss the importance of building strong, long-term relationships with customers, as dealers must adapt to new technologies and changing shopping behaviors. Rob emphasizes the need for dealerships to shift from short-term targets to a customer-centric, experience-driven approach that nurtures loyalty and supports sustainable growth.
As we explore the rise of AI, Rob highlights how itâs revolutionizing both sales and service processes, and how dealers must rethink traditional methods to stay ahead. With a deep dive into leadership philosophy, culture, and growth strategies, Rob offers valuable insights into leading a dealership through these changing times.
Donât miss this compelling conversation about navigating change, fostering loyalty, and driving the future of the automotive retail industry
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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, I dive deep into a crucial yet often overlooked aspect of the sales process: the importance of teaching salespeople how to sell their own credibility. When engaging with potential buyers, establishing trust and demonstrating expertise is paramount. Many sales professionals struggle with this, but itâs essential for building meaningful connections and fostering a customer-centric approach.
Join me as I explore strategies for establishing credibility, highlighting your expertise, and forging personal connections that resonate with buyers. Weâll discuss the power of a confident introduction and the importance of bringing genuine value to the tableâoften in the form of saving your customers time.
Iâll share insights on how to effectively communicate your credibility, especially in todayâs remote sales landscape where words carry more weight than ever. With the right credibility statements woven into your sales conversations, you can inspire trust and confidence in your potential clients.
Drawing from my daily experiences working with salespeople in dealerships, Iâll provide practical examples and techniques to help you set yourself up as a respectable professional. Whether youâre meeting buyers face-to-face or through a screen, the skills you develop in selling your credibility will make all the difference in your sales success.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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 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. Weâll 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.
Iâll outline specific goals for managers to embrace, empowering them to support their salespeople and BDC teams effectively. Youâll walk away with a step-by-step role-playing activity that engages GMâs in the sales process, helping them set clear expectations that can be practiced repeatedly. By incorporating customer notes into this warm welcome, youâll 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, donât 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
đ„Check out our sponsors!đ„
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. Iâll share how to tie this essential skill into your interview process, ensuring everyone is aligned from day one.
Throughout the episode, Iâll 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, youâll 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. ActivEngageâs 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 dealershipâs 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 outâcheck 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
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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 todayâs 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 todayâs automotive market and harness the power of Lotlinxâs expertise to reclaim your time and boost your bottom line!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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. âTrain your people,â she says repeatedly making the point that you must âlove on people.â
Liz shares her approach to training, addressing the common excuse of being âtoo busy.â 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
đ„Check out our sponsors!đ„
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. Weâll 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 Iâm 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. Donât 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
đ„Check out our sponsors!đ„
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
đ„Check out our sponsors!đ„
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. Weâll 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.
Weâll 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 helloâbecause the first impression truly makes all the difference!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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
đ„Check out our sponsors!đ„
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 todayâs 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 #âs 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, youâll 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 boundlessâwatch as everyone thrives!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
đ„Check out our sponsors!đ„
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! đ°
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
đ„Check out our sponsors!đ„
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 networkingââalways take the meeting.â 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 wealthâinheritance, exit strategies, and self-driven initiativesâand 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
đ„Check out our sponsors!đ„
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.
- Se mer
