Ultimate Service Advisor Pizza Night Training Meetings Stevens Point – Monday 1/09/2017 Weston - Tuesday 1/10/2017 Appleton - Monday 1/16/2017 Green Bay - Tuesday 1/17/2017 Continuing Education to be Ultimate Auto Service Advisors that sets US apart from the competition Our Goal to WOW them every visit!

Tonight’s Topics Mighty Auto Parts Presentation Sales Opportunities – Quality Inspections It’s Our Responsibility Recent Company Memo Review AAA Survey Results (Building Relationships & Trust) Read and Respond to EVERY Review Selling the Repair Must be able to Sell to be Successful Big Doors Swing on Small Hinges Small Changes can make a huge Difference Website Sales Items – Memo 16-48

Presentation

Recent inter-company memo review 16-50 Collect Email Addresses and Add to Mitchell Ask and Verify all Existing Clients Add with New Client Information Use for Email Marketing, Free “My Auto Select”, Service Reminders, and Offers 16-51 Mitchell CRM Dashboard Find Everything you need related to Mitchell CRM and Sure Critic 16-52 Competitor Calls to Our Shops Proper Reaction and Swift Responses to get the car on you lot 16-54 Website LiveChat Any Questions or Recommendations 16-55 Add Marketing Referrals to Mitchell Tracks the success of our Marketing Efforts

Drivers do not trust auto repair shops

Drivers do not have a trusted auto repair shop

Selling the repair – Must be able to sell (advise) to be successful! Selling or Advising is the Basic Core of our Business Best Facilities, Best Equipment, Talented People isn’t enough Our Style of Selling is… Advise to SATISFY THE NEEDS of the Clients – Not the Financial needs of the Business Our Highest Priority is INTEGRITY Treat every Client and Their Vehicle with RESPECT – Meet Expectations including Time – ALWAYS Work with a Sense of Urgency Provide Quality Service at Fair Prices Will Build Customer Loyalty

Organize recommendations 1, 2, 3… Helps Organize Estimate Preparation and Sales Presentation Always address the client’s initial concern(s) first – this is critical!! Safety Concerns – be prepared to show or take pictures Money Saving Concerns – repair now to void addition damage or extra labor Discretionary Concerns – Small Muffler Hole, Belt Cracking, Oil Seepage Use Manufacturer’s Specifications – It’s not Subjective and Very Professional Non-routine Repairs Always review install or repair time with technicians (we use Labor Guides 1. Maintain profitability 2. Surprises will destroy trust – Missing Deadlines, Telephone call to sell extra

Repair Order Gross Profit 101 Always Know the Shop’s GP Goal The Formula Labor to Parts Ratio - 1 to 1 1 Hour Labor = $90 1 Hour Parts = $90 Average 1 Hour Sale = $180 Cost of Sale - 50% of Parts Sold = $45 Hourly GP Goal = $135 Formula does not apply to tires $40 - $55 per GP x 4 = $160 - $220 GP

Write estimates on the work order Always List (bottom of Repair Order) The Estimates that Address the Client’s Concern First Don’t try to sell other needs before the initial concern Subtotal the different types of work – Brakes, Suspension, Safety, Maintenance, etc. Always Look at the Vehicle Yourself before calling the client Many will ask exactly where the leak is, where the hole is, etc. The Fluid Leak you asked me to look at is… The Noise that you where hearing is… The (failed part) simply wears out with usage and age If you can’t confidently Answer these type of questions…DO NOT FAKE IT or MAKE SOMETHING UP! Selling Rule “ If you Didn’t See It, You Can’t Sell It!

Sales Presentation Preparation Before you call - Run the presentation in your head Gets your thoughts is order Many Service Advisors will struggle with this Because they want to please the client they have trouble “being the Bearer of Bad News! Have trouble asking for money Empathy versus Sympathy Sympathy - “I understand how you feel and I DO feel the same way.” Empathy - “I understand how you feel, but I DON’T feel the same way.” Important Facts You did not Design It, Build It, Buy It, Drive It (wear It out), Break It, Create the Client’s Financial Position…You are simply there to Report the Condition of the Vehicle and Cost to Fix it. You should not be or sound Apologetic You’re a Teacher not a Salesman – Educate 4 Simple things What’s wrong, What caused it, How to Fix the Problem, and Cost to Fix

The Sales Call or Presentation Teacher approach will make you feel like you are EDUCATING not SELLING Never tell a client to sit down before giving an estimate You’re not calling with “Bad News” – You’re simply calling to report not a Terminal Illness, it’s just a vehicle that needs repair ASSUME the Client is going to buy Only time we should assume anything Actions, Tone of Voice and Choice of Words are different Always Ask if the Client “has a few minutes or is now a good time” By asking demonstrates Respect for you Client’s Time.

Tips to use in the presentation Always Start with initial concerns Keep explanations of Technical repairs simple Use references when available Napa Service Assistant, Pictures, Visual aids we’ve created, Actual Vehicle, Our Website Resource Avoid industry slang – Dummy Shaft Seal, Evap Core, Serp Belt, etc. Describe what the part does Don’t give Line by Line Prices, unless asked. “if we do it all today, it will be $xx Share the Labor Savings “if done today while we are …” Mention the “No Charge” things you already did…Tighten a Bolt, Lubed a Door Hinge, etc. Explain the Value, Benefits, and Labor Savings doing it all today Avoid using words “Sell or Sold”, “I have this tire in stock” – Use phrases like “I have many clients using this tire” or “I have many clients that have been very satisfied with the results” Avoid “let’s Make A Deal” if we do it all today, simply offer current promotions. Do not say “if this was my vehicle, I would…” Once Approved, let the client know when you expect to have the vehicle finished. If not, call

CRM Rank – Value of this Report Small Changes make Huge Differences – We’ll look at 3 tonight # of Repair Orders Last Month we were 11 for 11 – Everyone’s RO Count is Growing # of Visits per Client Goal Should be 3 per Vehicle – If our Goal it to be “Your Mechanic” If you increased # of Visits 10% My Sales Impact is … Average Repair Order - ARO If you increased ARO 5% My Sales Impact is …

The Biggest Communication Problem we have is… “We don’t Listen to Understand, We Listen to Reply”

Exceed their Expectations! Remember to always… Exceed their Expectations!