Team Parts Performance Phase 4 Level 1 Building Relationships

2 Relationship Selling In this session, you will learn how to build relationships with fellow employees in all departments and then use those relationship to aggressively sell to ALL customers!

3 PPST “Who Moved My Cheese?” By Spencer Johnson, M.D. Lets Discuss:

4 What is the Opportunity? Now for the new cheese! How will you go grow your parts business?

5 Perception Does the rest of the Dealership perceive the Parts Department as part of a sales organization? How does the Parts Department see the rest of the Dealership?

Copyright © Automotive Dealer Management, Inc. All Rights Reserved 6 Building Customer Relationships  “ The Seven Habits of Highly Effective People ”by Steven Covey  What did you get out of the first habit?

7 Building Relationships Winning in business depends less on transactions and more on the quality relationships that you create and sustain.

8 Building Relationships  We all have a relationship with our Workshop  Do we use these relationships to drive sales?

9 Building Relationships Know your internal customer  Personalize it  Use their name  Understand their likes and dislikes  Put yourself in their shoes  Positive attitudes  Eye contact  The cheapest, most effective way to connect with people is to look them in the eye

10 Building Relationships Technology  You can use very simple tools such as keeping a record of key dates, birthdays, employment dates in Outlook, Plaxo etc. to give your internal customer a quick call or send them a card  Keeping a record of special interests can also have its benefits.

11 Building Relationships Building Trust  Mutual trust is a shared belief that you can depend on each other to get the job done  People sense how you feel about them. If you want to change their attitudes toward you, change the negative attitudes you have toward them.

12 Building Relationships Building Trust  Effective Listening: The Bottom Line of Trust  If you listen well people will trust you. "You cannot establish trust if you cannot listen  The first skill that you can practice to be a good listener is to act like a good listener  A second skill is to be a better listener by looking at the other person.

13 Building Relationships Barriers to Effective Listening  Often we have too much difficulty listening to other people because:  Being preoccupied and not listening  Being so interested in what you have to say that you listen mainly to find an opening to get the floor  Thinking and listening to your own rebuttal to what the speaker is saying

14 Building Relationships Listen and then listen some more….. Ask Open Ended Questions  Get all of the info needed to understand their needs  Listen Carefully

15 Building Relationships Do we ever get ourselves in trouble from not listening effectively? Wrong Parts Ordered… Causes of wrong parts ordered Miscommunication Misinformation No accountability

Copyright © Automotive Dealer Management, Inc. All Rights Reserved 16 Working with the Service Department The Workshop represents our ultimate customer “The vehicle owner” Do we always treat them like that?

The most common question asked by the Workshop is “What is the price and availability?” What does that mean to you? Building Relationships

The most common question asked by the Workshop is “What is the price and availability?” What does that mean to you?  In stock? If not, when could all the parts be here? Give the tech All of the info they need in ONE trip!  Make it easy to sell the job! Make it easy for your “customer” to do business with you! Building Relationships

Copyright © Automotive Dealer Management, Inc. All Rights Reserved 19 Working with the Workshop  A retail customer asks for a water-pump for their 2006 Ford Ranger with a 4 cylinder  The counter sales person looks up a pump, o-ring and coolant  What else could they do?

Copyright © Automotive Dealer Management, Inc. All Rights Reserved 20 Working with the Workshop  A retail customer asks for a water-pump for their 2006 Ford Ranger with a 4 cylinder engine  The counter sales person looks up a pump, o-ring and coolant  What else could they do?  Do you do the SAME thing for your technicians?

Copyright © Automotive Dealer Management, Inc. All Rights Reserved 21 Working with the Workshop  Suggest additional needed services  Look up additional part and provide price and availability  Ask questions to the technician or advisors  Create a sense of urgency  Parts should contribute to the sale and NOT be passive!

In all transactions…. Everyone must win!  Parts  Workshop  Sales  Dealership Win/Win Transactions

Tips for Relationship Selling  Always be honest, open and consistent.  Listen. And then listen some more.  Follow-up - deliver accurately and on time.  Take pride in what you have to sell.  Principles before personalities.

 Care about your internal customers. Respect their time  Never make a internal customer feel like "just a sale"  Show Appreciation  Stay focused and have fun! Tips for Relationship Selling

25 Opportunity Worksheet Opportunity Sell more parts to workshop customers Weaknesses High aging parts inventory Strengths Service advisor or mechanics to upsell more parts Obstacles Aftermarket parts are cheaper and outside workshop sale cheaper labor rate

26 Summary  Looked at opportunities to grow the business  The importance of building and sustaining relationships with your internal customers  Strategies for relationship building  Working with the Workshop

27 Next Steps  Work with the staff to facilitate the “Relationship Selling” Level 1  Pass out the “Best Practices for Relationship Selling” Handouts  Fill out your Opportunity Worksheet and Fax to  Lead by Example and use these skills to motivate your employees

28 Contact / Survey Your feedback is important to us. A survey will be included in the . Please fax it back to Thank you! Feel free to contact me at any time for help or assistance :   Let’s Schedule Level 2 – Quality Customer Service!