In this episode, I help you with a plan to address common objections and challenges encountered when attempting to schedule appointments with customers. Whether you're in Service BDC, a Service Advisor, or a Salesperson, this episode provides valuable insights applicable to both sides of the business, highlighting parallels in the appointment-setting process that lead to successful outcomes.

Many times, people may attempt to avoid committing to an appointment, citing the need to check their schedule or get back to you later. Instead of accepting this as a dead-end, why not take another swing at securing the appointment? Discover a range of techniques and strategies to navigate these scenarios effectively, empowering you to persist and engage prospects in a meaningful way.

Drawing from real-world examples and practical advice, I tackle the nuances of reengaging prospects who show resistance to booking appointments. By emphasizing the importance of understanding the customer's needs, articulating the urgency of addressing their concerns, and presenting your solution as the best-fit option, you can compel prospects to take the next step and commit to an appointment.

Uncover actionable solutions to address customers' interest in servicing their vehicles, focusing on highlighting their concerns, demonstrating your understanding, and presenting a compelling case for why they should choose your dealership. By reframing your approach and proactively addressing objections, you can propel conversations forward, increase appointment rates, and drive higher conversions.

Challenge yourself to rethink your strategies for overcoming objections and pushing towards securing appointments, knowing that each interaction presents an opportunity to improve your odds and elevate your success rate. With the right mindset and techniques at your disposal, you can confidently navigate appointment-setting challenges and achieve remarkable results in both service and sales. Tune in to this episode and unlock the secrets to mastering appointment setting – your success awaits!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

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CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

Reynolds and Reynolds offers automotive retailers the industry's exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.

Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.

In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.

With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.

As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.

Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this fast-paced solo episode, I focus on the world of customer loyalty and the intricate strategies involved in creating and maintaining loyal clients. I share invaluable insights on the often-overlooked aspects that can make a significant impact on customer retention and satisfaction.

With a keen focus on the service department, the episode delves into the critical role that service actions play in fostering loyalty. By pinpointing small yet crucial areas that are frequently disregarded, our host sheds light on the importance of setting up robust systems and processes to ensure a seamless customer experience.

I also highlight the significance of confirmation texts or calls to mitigate no-shows and enhance customer engagement. From addressing missed appointments to defining trade appraisal processes on the service drive, she offers practical approaches to maximize client outreach and capitalize on sales opportunities.

Drawing attention to the untapped potential of contacting clients with unused maintenance plans, our host emphasizes the need for proactive communication to retain customers and drive sales. By bridging the gap between sales and service, I underscore the importance of acknowledging and rewarding loyalty to foster long-term relationships.

Through personalized contact strategies, such as reading and highlighting client history and notes, I advocate creating a tailored experience that sets your dealership apart. By demonstrating genuine interest, showing appreciation, and maintaining a high level of etiquette, I emphasize the power of building rapport and trust with customers.

The episode concludes with actionable steps to enhance customer loyalty, including consistent follow-up calls, personalized interactions, and value-driven communications. By leveraging low rates from OEMs and conducting post-visit follow-ups, I showcase how a customer-centric approach can drive satisfaction, loyalty, and ultimately, business growth.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

I sit down with Glenn Lundy, the dynamic CEO of 800% Elite Automotive Club, newly accomplished car dealer, and esteemed motivational speaker. Glenn, widely known for his impactful shows like The Morning 5 and Rise & Grind, delves into the crucial distinctions between investing versus spending and balancing, urging listeners to change their terms to change their actions.

glennlundy.com

Discover the inner workings of Glenn's revolutionary 800% Auto Elite Club, where a diverse mix of dealership DNA fosters a vibrant learning environment. Gain exclusive insights into why breaking free from the confines of a 30-day month window is essential for shattering limited thinking and embracing continuous growth through innovative approaches.

Unveil the secrets behind achieving unprecedented 800% growth as Glenn dissects why many settle for merely doubling up to 200%. Learn why sustaining long-term growth demands relentless action even after initial success, as Glenn imparts invaluable advice on viewing businesses with a forward-thinking mindset.

Explore the transformative power of fostering relationships with team members who are driven by a shared desire for growth, rather than being reduced to mere numbers on a spreadsheet. Glenn shares strategies on shifting language and narratives surrounding business expansion, emphasizing the importance of volume thinking over gross thinking and how volume can be the ultimate problem-solving tool.

Gain a deeper understanding of the significance of not solely relying on financial statements when making decisions, and discover why aligning your entire team's efforts is crucial for creating abundant opportunities. Learn how every action taken today contributes to the infinite game of business, and uncover the rewards of owning your role within your organization.

Tune in to this episode to unlock key strategies for sustainable growth, empower your team to strive for excellence, and embrace a transformative mindset that paves the way for long-lasting success in the ever-evolving business landscape.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

Reynolds and Reynolds offers automotive retailers the industry's exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

This guy is a blast to chat with! This episode is fast-paced and packed full of great info. I love this interview, Dave's energy & momentum! 🤩 He openly gives his expert advice based on what he is seeing with current dealers who are looking to sell.

Meet Dave Cantin, CEO of Dave Cantin Group, a leading Strategic Mergers and Acquisitions advisory firm that specializes in representing publicly traded companies and top 150 dealerships to protect their assets and legacy through succession planning, even if they are not considering a merger or acquisition. Dave shares valuable insights into the industry that can significantly improve dealer valuations.

Dave delves into the key strategies operators can implement right now to evaluate their infrastructure focus and unlock growth potential within their businesses. By reviewing specific expenses and tightening up areas like inventory control, managing new car supplies, optimizing fixed operations, and scrutinizing expenses, dealerships can enhance their enterprise value and prepare for a successful sale in the future.

During the interview, Dave highlights three critical areas that run parallel to improving dealer valuations. Firstly, he emphasizes the importance of inventory control, managing new car supplies, days in stock, and optimizing floor plan expenses. Secondly, he discusses the significance of fixed operations and how investing time in understanding clients can lead to tangible improvements in business performance. Lastly, Dave stresses the need for dealerships to closely examine their expenses, identify areas of overspending, and eliminate duplicate resources to boost profitability.

By implementing Dave's actionable steps and insights, operators can streamline their operations, enhance business efficiency, and ultimately increase their dealership's valuation potential. Tune in to discover how strategic planning and meticulous attention to detail can set your dealership up for long-term success and financial growth.

Succession planning, as Dave explains, is not just about exiting a business but also about acquiring and protecting assets. By having a well-thought-out plan in place, dealerships can ensure continuity and protect their legacy. Dave emphasizes the importance of revisiting and reassessing the succession plan annually, much like tax evaluations, to adapt to changing circumstances and maintain growth potential.

To navigate potential catastrophic events and ensure business continuity, Dave advocates for clear leadership structures and instant triggers for key decisions. By proactively planning for various scenarios, businesses can mitigate risks and enhance their overall valuation.

Don't miss this opportunity to learn from Dave Cantin and discover actionable strategies to improve your dealership's valuation and future prospects. Visit DaveCantinGroup.com to access the Market Research Report featured in Forbes and explore JumpIQ for additional insights and resources. Tune in to elevate your dealership's success and secure its long-term legacy.

>>> www.davecantingroup.com

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

https://www.meetlisacopeland.com

Join us for an inspiring conversation with Lisa Copeland, a top 1% real estate agent among 90,000 peers, co-founder of Cardone Mortgage, and host of *American Dream*. Lisa shares her remarkable journey from entrepreneur and car dealer to real estate powerhouse, emphasizing the importance of personal branding and the impact it can have on your career.

In this episode, Lisa discusses her partnership with Grant and Elana Cardone, revealing how she made the leap into real estate in 2020 and why she believes in the power of networking—"always take the meeting." She shares invaluable insights on what it takes to become a top performer, from self-belief to strategic investment in real estate.

Lisa says there is three ways to build wealth—inheritance, exit strategies, and self-driven initiatives—and passionately advocates for homeownership as a key to financial freedom. With her experience, she highlights the benefits of real estate as a hedge against inflation and the importance of finding a knowledgeable realtor.

We also explore the challenges posed by COVID-19, how Lisa pivoted her career, and the impressive 1,200-agent network she built globally with Elana Cardone. Drawing inspiration from her entrepreneurial father, Lisa shares lessons learned from both successes and setbacks, making this episode a must-listen for anyone looking to elevate their career and financial future.

Tune in for a wealth of knowledge and inspiration on branding, investment, and the entrepreneurial spirit!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, join me as I go hard into the world of service BDC appointments! I'm sharing 10 ways to get more service appointments and this epi is moneyyy! 💰

Dealerships are in a constant battle to secure loyalty from existing clients while also attracting new ones. At the heart of this challenge lies the crucial role of the service department, where customer relationships are nurtured and sustained. So, dealerships need a lot of appointments on the books! Those calls coming in and going out are GOLD! I share 10 things that will boost your call appointment conversions!

Every day, a barrage of phone calls floods the service department, making each interaction a potential turning point in customer loyalty. I shed light on the pivotal role of appointments in ensuring that service BDC reps can effectively engage customers into the store. Through a deep dive into the world of service Business Development Centers (BDCs), I share insights gained from conducting weekly training sessions and meticulously analyzing customer calls on a daily basis.

Discover the essential ten actions that can revolutionize outcomes in service BDC, from improving customer satisfaction to driving appointment bookings. Learn the art of identifying key customer cues and concerns during calls, enabling service teams to pivot swiftly, address issues, and secure crucial appointments. After all, it is these personalized interactions that lay the foundation for long-lasting customer loyalty and dealership success.

Tune in to this episode to unlock the secrets of nurturing loyalty through calls and empowering your service department to thrive in the competitive automotive landscape.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.