Two Tyre Callbacks in a Year: Why Your Amber Work Goes Quiet

Think about every amber tyre your department advised on last year. Now count the customers who rang back and booked in purely to have them done. It fits on one hand. Colin McAllister spotted two in a single day across John Clark Motor Group recently and it was unusual enough that he noticed, in a group with a site running 40 retail ramps. In this episode Simon Bowkett, Colin McAllister and Darren Bedford of Symco Training work through how red and amber work actually gets communicated, from the drop off conversation to the phone call that decides whether the customer says yes or drives to a fast fit. The line that kills your update calls. The rule that settles whether an item is red or amber. And why quoting your competitor's tyre price yourself is the fastest way to keep the job in house.

•    Separating the customer appointment from the car appointment so the golden hour survives a full drop off rush
•    The drop off agenda: payment method, VHC explanation, best number for the advisor, email for the technician's video
•    "If you don't hear from me, that's good news, and I'll see you at four o'clock", and what it does to your inbound calls
•    Why the health check should wait until the diagnostic the customer actually paid for is finished
•    The grandma rule for settling red or amber, and the version technicians should be using on themselves
•    Quoting the fast fit price yourself, and why a five pound gap per tyre closes on convenience
•    "Did you need to get back to me about the price, or about when we could fit it?"
•    The tyre card John Clark hand to customers, printed 1.6mm thick because that is the legal limit

Colin McAllister runs group training and development at John Clark Motor Group and brings the tools they put in advisors' hands, including the percentage worn tyre card and the Tyre Safe link that takes the argument off the dealer. Darren Bedford is sales director at Symco Training and spends his weeks inside service departments, which is why he keeps pulling this back to language rather than effort.
If your amber work goes quiet after the phone call, play this to your service advisors before Monday's drop offs.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk