2. Sam Dantzler Powersports Industry Consultant

3. “I’ll Play QB This Play. You Guys Get Open.”

5. Must have SALES Process What is Step 3 of your process? Upsell & Add-On x 2 Item of the week – we don’t know Bucket One… we WANT it!

6. Pay Plans Owners - How much of your pay last year was guaranteed? Paid like salespeople or clerks Nordstrom's shoe department Paying on P&A, Svc to the house Triggers & Multipliers

7. Role of the Service Advisor Technician = NO, Salesperson = YES Bedside Manner is critical Inspect & Report critical I still pay for the Doctor to tell me what’s wrong.

8. Discounts vs. Add-Ons Profitability formulas 40-15-25 or 30-15-20? = 20% less 20-15-5, 20% off is 40% less cash! 5:1 or 1:5? 200-75-125 or 200-15-175? 47% more cash!

9. M.A.S.H. Triage Unit, all about efficiency Helpers help, Nurses nurse, Doctors Doctor

10. Support Ratios Best H-D shops are running 1.2 support for every 1 technician What’s your labor rate? Quarterbacks Selling Hot Dogs Grooming future techs

11. The Walk-Around Why do a walk-around?

12. Welcome Board

13. Thanks and Invite Back How long does it take??? 1.You are smart 2.Minimize buyer’s remorse 3.Genuine “Thank You” 4.Come back 5.Story 6.Referrals

14. Keep Score You are emotionally vested when you know the score. Hawthorne Effect When do we make behavioral changes? Daily scorecards

15. How can you make the decision without the data?

18. Priority Maintenance Tool for RETENTION, not PROFIT Selling at Service Writer position Discount, Free, Priority Great tool for unit sales department

20. Sales sells #1, SVC sells 2&3 Loyalty is 100% tied to having an EMOTIONAL experience – Franklin Covey Nordstrom’s Blind Date Philosophy

21. Summary Have a sales process – Pay like sales All about efficiency Cute baby! Keep score Retention, retention, retention Loyalty is a FEELING

22. How to find me! Sam Dantzler www.samdantzler.com sdantzler@samdantzler.comsdantzler@samdantzler.com, OR www.samspowersportsgarage.com sam@samspowersportsgarage.com