Today, it makes no sense for a dealership to maintain a large parts inventory, or stock ten of the same item, because manufacturers have greatly improved their ability to get you the parts you need when you need them. Twenty years ago, it took almost 30 days to get a part, and now you can get a part delivered to you in one to four days. Think how that changes your approach to deciding on [...]
When I hear people talk about the parts department in dealerships, I am always amazed at how simple they believe it would be to work behind the counter. Most people think that parts people just hang out, look things up, and hand parts to customers. Nice, simple, and easy. If you are in the parts department, you know that is not what happens. During season, there may be eight people waiting by the locked [...]
Years ago, all stores looked about the same, and customers didn’t have much of an opportunity to compare one to the other. In today's world, like it or not, the days of being just "okay" are over. Potential customers immediately make a decision to do business with you based upon the exterior of your dealership. From the very beginning, it is important to make the experience with your dealership as painless as possible. This includes making sure your customers can see [...]
During the triage process and for most outdoor power equipment, a technician allows himself 10-15 minutes to look over a piece of equipment to see if he can figure out why it is not working properly. He will also determine what parts he will need to complete the job. In our dealership process, the Service Coordinator does a “pre-triage” before passing the piece of equipment on to the technician. The Service Coordinator looks over and [...]
Looking for a Service Coordinator, but unsure where to start because you don't know what the job truly entails? Do you have a Service Coordinator, but do not know what responsibilities (s)he should have? Here is a comprehensive list of things to keep in mind when hiring or appointing a Service Coordinator: Target Responsibilities Stage equipment for service techs throughout the day. Prepare the triage process for both morning and afternoon. Check in equipment, and [...]
Every day, we visit with dealers who have questions about our Ribbon Process. How does it work? What do the colors mean? Our process is simple. Place the correct ribbon color on the machine you are working on to signify to yourself and others in the dealership, what stage the machine is in for its repair or service. So what do these colors mean? Red- The tech has not yet looked at the piece of [...]
Unfortunately, there is no magic formula to attract new service customers. With the possible exception of first-time buyers, owners of equipment who are not your customers are either using another servicing dealer to take care of their equipment, or in many cases, handling the basic services themselves. In today’s world, with margins consistently dropping on whole goods, and the internet pulling parts sales out of many stores, it’s more important than ever to make your [...]
Your price is too high!” “It costs too much!” “I can get a better price from a dealership down the road.” “You’re going to have to do better than that.” Objections are a natural part of the selling process. Do not be terrified of objections; embrace them. As you work with a prospect, understand that as he begins to move from thinking about a purchase to having a genuine interest in buying, it is only [...]
It doesn’t take a rocket scientist to see that men and women are different. Women make or influence, over 80% of all consumer purchases, and spend about $5 trillion annually! So, how do you close these sales? You must first understand the factors that play into a woman spending her money with your business. The biggest factor? Trust. Within the first 8 seconds of meeting someone, a woman will know if she is or isn’t going to [...]
When selling, I have always found it useful to have a process in place to help determine if a prospect is someone I can truly turn into a customer. Every prospect I meet must seriously qualify me enough to invest my time. While you will find situations where a prospect doesn’t meet all your qualifying criteria, that doesn’t mean you simply blow off the prospect as being unimportant. In those situations, continue to spend a little [...]
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