Creating VALUE in Everything You Say, Do and Sell

Turn those calls into valuable conversations, ask powerful questions, solve their problems and capture new business. Be prepared to present a VALUE that nobody can compete with. Never feel pressured to discount or price match again and avoid price base selling when you:

  • Utilize Powerful Questions
  • Become a Better Listener
  • Create Presentations to Help Communicate Your Value
  • Differentiate Your Solutions

Have valuable conversations with customers and learn to ask the powerful questions. Their answers will tell you the value they are looking for. Now, you can offer solutions to their problems and meet their expectations.


 

From order taker to Sales Maker

Order takers don’t make sales. Order takers sound rushed, usually answer questions with yes or no and seldom ask questions.
A sales maker will master the art of listening, take whatever time is necessary to present a solution, be prepared to address objections and always ask for the sale.

Sales is never about price. You can only be compared on price when you fail to present a better value. A sales maker will differentiate their solutions from their competitors and provide a better value.


 

Customer Care and Communication-Deliver an Exceptional Experience

So much effort is put into getting customers to the store. Now build a process that enables everyone to focus on delivering exceptional customer service. Improve internal and external communication. Create realistic expectations. Manage your time better, increase productivity and efficiency. Deliver on time, every time for a real competitive advantage.


 

Achieving Operational Excellence

Operational excellence is a business strategy for gaining your competitive advantage. It is the execution of your processes more consistently and reliably than your competition and the ability for every employee to see the flow of value to the customer. Employees will also be able to correct the flow before the customer knows there is an issue with delivering value.

Operational excellence is the constant pursuit of improved performance and profitability in every area of your company. There are four core areas:

  • Talent acquisition and retention
  • Innovation and collaboration
  • Strategy and process alignment
  • Customer satisfaction

Focus your business on being the market leader with strategies to deliver an exceptional experience for employees and customers.


 

Strategies for Effective Leadership

Didn’t think you were the leader? If you are getting kicked from behind, you must be out front. Stop expending your energy on avoiding being the leader. Accept the fact that people are depending on you to provide direction, vision and purpose.

When leaders fail, people quit. Implement effective leadership strategies and improve the opportunities for your team to excel. A strategic approach creates alignment between individual or team objectives and values. Take away strategies for creating a culture, empowering your people, and providing positive influence.


 

Getting it Done - Strategies to Avoid Procrastination

Procrastination is a complex behavior. It is not a habit like many think. This psychological behavior effects everyone. It ranges from a minor problem for some to a serious source of stress and anxiety for others.

Contrary to what you might think procrastination is only slightly related to time management. If there is a significant period of time between the time you intend to do something and the actual time you do it. You are a procrastinator. Eliminating or even reducing procrastination leads to a less stress, better health and improved earnings.

Gain an understanding of the characteristics of procrastinators, learn the benefits of overcoming procrastination and adopt anti-procrastination strategies.

 


 

Planning and Preparing to Sell your Shop

So, you want to sell the business. It is never too soon to consider the opportunity to sell the business. Planning and preparation are the keys to maximizing the value you receive from the sale of the business. This class provides insight to what makes the sale of the business successful for the seller and the buyer. Learn the importance of the business name, the marketplace, competition, employees, financial performance and finally how to accurately make the valuation.


 

Financial Strategies for Peace of Mind

The money is what really matters. Managing the money is the difference between enjoying your role as an owner or manger and struggling to make ends meet. You don’t need to be an accountant. You need to understand the realities of what really affects your profits. Those same realities give you the ability to make decisions for your business based on current and projected financial performance.

  • Understanding the Profit and Loss statement
  • Properly pricing labor and parts sales
  • Staff efficiency and productivity
  • Key Performance Indicators – the numbers you need to monitor and the frequency they should be checked
  • Budgets for forecasting sales and managing expenses


 

Customer Acquisition and Retention Strategies

Ultimately the reason for your business to exist, customers, are the most vital, essential element to your business success and continuation. Well many factors influence the direction of your business, meeting customer expectations remains a priority above everything else. Customers become clients because of the experience your store provides and their desire to be treated better and different when compared to your competitors. Retention strategies reward loyalty and offer preferential treatment.

The business also needs customers willing to call or come in and give the business a try. The acquisition strategies are different since you need to create awareness, get their attention, earn their trust and compete in a world that fills the consumer’s day with marketing messages too numerous to count .

Create, develop and implement the strategies that differentiate your business from your competitors.


 

Strategies to Harness the POWER of the Phone

Every customer experience start with a conversation. A great conversation leads to a great experience. Even with all of the incredible communication technology available today, the most effective business tool is still the phone. The telephone is convenient, easily accessible and the lifeline for most business to be conducted. Don’t take phone callers for granted, if handled improperly the conversation can be more damaging than beneficial.

  • Make an impression that guarantees success
  • Take and maintain control of any phone call
  • Have the advantage of listening effectively
  • How to deal with difficult callers

Now make every call and every conversation count. Watch sales increase as you watch callers become clients!


 

Creating a Culture Where New Hires Succeed

Ever feel like you have a revolving door for employees? Do you fear hiring new employees because at least with your current staff, you know what you have? Not sure how to attract the right applicants? Or wonder why the quality people did not stay?

Probably one of the most important and least understood aspects of business is talent acquisition. Learn to be more successful in attracting qualified applicants when you improve your employment ads, job applications, candidate assessments, and interviews.
Good talent management extends the life cycle of an employee by creating an environment and culture that breeds success. Create expectations with job descriptions based on job activities, and implement a two way review process for employee and employer.


 

Process Management to Improve Business Performance

The goal and expected outcome for every vehicle entering the service bay is the same, fixed right the first time, all the time. Have you ever wondered how that happens? Maybe you wonder if that will ever happen or why it does not happen consistently.

Process management is the application of knowledge, skills, tools, techniques and systems to define, visualize, measure, control, report and improve processes with the goal to meet customer expectations profitably. This class will cover the critical elements successful shops use to manage the sales, diagnosis and repair processes.


 

Chemistry Lessons for a Multi-Generational Workforce

Do you ever find members of your team frustrated, tense, distracted, upset or unreasonable with other members of the team? Wonder why? Well, Gen Y thinks Gen X is a bunch of whiners. Gen X believes Gen Y is arrogant. And everyone thinks the Boomers are self-absorbed workaholics.While the younger generation’s entitled attitude is clashing with the older worker’s values, Gen Y’s presence is improving workplace policy for everyone. Once we understand their differences and learn what is important for each group we can work together effectively.


 

Marketing Automotive Service to Generations X and Y

Meeting their expectations is the easy part. Communicating a message to attract and engage them seems to be the challenge. You cannot ignore these two groups at 120 million strong — the opportunities are enormous. We will examine what makes them unique and what influences their decision making. Understanding the obstacles of reaching them beyond their incredible filters will lead your business to connecting with an extremely loyal customer.


 

ADVANCED Financial Strategies to Make a Difference

The money is what really matters. Managing the money is the difference between enjoying your role as an owner or manger and struggling to make ends meet. You don’t need to be an accountant. You need to understand the realities of what really affects your profits. Those same realities give you the ability to make decisions for your business based on current and projected financial performance.

  • Understanding the Profit and Loss statement
  • Properly pricing labor and parts sales
  • Staff efficiency and productivity
  • Key Performance Indicators – the numbers you need to monitor and the frequency they should be checked
  • Budgets for forecasting sales and managing expenses


 

Strategies for Dealing with Difficult Customers

Ever had a really great, incredible day destroyed by a customer? Yes, you know the one. These situations disrupt business, affect the work environment, and suck all the energy out of you.

It is a tough job to be helpful and provide great customer service when a guest is confrontational, unreasonable or over demanding. Let’s not overlook the impact on your store’s profits. Many times these situations result in performing work for no pay, refunds or even a lost customer. And don’t forget your reputation is at risk.

  • Learn techniques to identify the “difficult” customer early.
  • Discover creative ways to cope with guest’s demands and complaints.
  • Gain strategies to resolve complaints quickly — and to everyone's satisfaction.
  • Repair broken relationships with guests that might have been lost forever.

Handling the tough customer becomes another one of your strengths. No longer be challenged with difficult customer interactions and enjoy work with less stress and fewer frustrations.