1. 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!

2. 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

3. Presentation

4. Recent inter-company memo review
16-50 Collect Addresses and Add to Mitchell
Ask and Verify all Existing Clients
Add with New Client Information
Use for 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

5. Drivers do not trust auto repair shops

6. Drivers do not have a trusted auto repair shop

7. 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

8. 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

9. 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

10. 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!

11. 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

12. 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.

13. 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

15. 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 …

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

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