Most service advisors stop at the first "no." But the best? They know that's just the beginning. In this episode, we're talking about taking second and third swings—the art of fighting for the business that's sitting right in front of you.

Your customers don't always need a discount; sometimes, they just need a little more information. I'll walk you through real-world analogies and proven tactics to help you:

✅ Circle back on declined work without sounding pushy
✅ Use supportive, value-driven conversations to win approvals
✅ Create urgency without pressure
✅ Overcome objections with confidence and professionalism

When you get in the right mentality before you clock in, you'll start winning more approvals, making more money, and building stronger customer relationships. I'm fired up for this one—let's make 2025 your best year yet!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

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.

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.

What does the Amazon-Hyundai partnership really mean for the future of auto retail? Is AI evolving too fast for dealerships to keep up? And why might some obstacles in car buying actually be good for dealers?

In this episode, I sit down with my long-time friend and trusted industry voice, Cliff Banks—founder of The Banks Report and AUTOVATE Conference. We break down the latest trends in automotive, from AI adoption in dealerships to digital retailing’s real impact on sales. Cliff shares insights from top automotive CEOs on the biggest challenges they face with AI, why SaaS development is a pain point for vendors, and what role data centers and computing power will play in the future of auto retail.

Plus, we talk shop about:

• The Amazon-Hyundai collaboration—is this really about selling cars, or is it a data play to fuel digital advertising?
• AI in dealerships—why being open to new tools matters & the risks of pretending AI agents are human.
• Digital retailing & the sales process—is it actually making car buying easier, or is it just another manufacturer-driven initiative?
• The dealership evolution—how AI, data reporting, and the FTC’s compliance requirements could determine Tekion’s fate.
• China’s growing automotive influence—what happens if Nissan weakens?
• EV market reality—why Cliff predicts a much smaller EV share than expected.

If you’re grinding it out in the dealership world and struggle to stay up to speed with industry shifts, this episode is a must-listen. Tune in for a casual, insightful conversation with one of the most experienced voices in auto reporting.

🤝Cliff Banks - https://autovate.org/cliff-banks-bio/

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

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, we're diving deep into how dealership owners and managers can build a more structured, efficient, and profitable business with two powerhouse guests—Daniel Govaer, Fractional COO, and Matt Haiken, Principal and President of Prestige Collection Auto Group.

Matt, who now runs six dealership locations, shares how his approach to leadership has shifted. He's moving away from making gut-based decisions to structured planning, daily forecasting, and full financial transparency. Daniel, a fractional COO, reveals key strategies he's uncovered while working inside dealerships—identifying profitability leaks, optimizing daily schedules, and improving internal efficiency.

We cover:
✅ Where dealerships are losing profitability—and how to fix it
✅ The power of total financial transparency in hitting targets
✅ Why structured daily schedules for salespeople and managers drive better results
✅ How communication impacts sales—and how AI is reshaping messaging
✅ Can a dealership succeed using a Tesla-style transactional sales model?
✅ How top-performing dealers are leveraging AI tools like ChatGPT for next-level customer interactions

Matt and Daniel share real, actionable ways to rethink dealership operations so leaders can scale with less chaos, better accountability, and stronger results.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

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.

How to Build Championship Teams with Contests & Competitions

The hardest part of training isn’t teaching the process—it’s making sure it sticks. In this episode, I break down how to sustain momentum, accountability, and energy in your dealership using fun competitions, MVP recognition, and daily challenges.

I share real-world dealership strategies that keep teams engaged, motivated, and focused on growth, even when sales get tough. From raffle ticket rewards to upsell challenges and technician video contests, I’ll walk you through simple but effective ways to reinforce training while making work fun.

If you’re a dealership manager looking to create a high-performance culture, this episode will give you practical ways to celebrate wins, build camaraderie, and keep your team focused on execution.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace

In this episode, I sit down with Dan Garces, President and COO of Automotive Capital, to break down the financial strategies that allow dealership operators to grow, scale, and even own their own store—without putting up massive amounts of personal cash. Dan has spent his career helping dealers navigate the complexities of capital, and today, he's sharing real-world insights on how funding works, how to leverage it properly, and what separates those who stay operators from those who become owners.

We dive into:

• The biggest mistakes dealers make when it comes to financing growth.
• Alternative funding options that don't drain your cash flow.
• How to position yourself for ownership even if you don't have millions in the bank.
• The mindset shift required to go from running a store to owning one.

If you've ever dreamed of owning your own dealership, expanding your operations, or simply improving your financial strategies as an operator, this episode is for you. Knowledge is the key to growth—and today, we're unlocking it.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Mastering Service Drive Walkarounds in Live Role-Play – Real Training for Real Results...COME ON NOW!!!

In this episode, I'm opening the door to run through the plays of the most important activity a amanger can do with their selling machines - the Service Advisors! The power of the service drive walkaround—one of the most effective yet underutilized tools for selling service work. I’ve been training dealership teams across the country, and I’ve seen firsthand how confidence, engagement, and real-world practice can completely transform how advisors interact with customers.

I explain how I do role-plays in Service!

Learn the break down on why role-playing is critical, how to avoid overwhelming customers with price breakdowns, and the game-changing impact of presenting financing options at the right moment. Plus, I’ll share an easy-to-implement training exercise that managers can use immediately to boost sales and customer experience on the drive.

🚗 What You’ll Learn in This Episode:

✅ How to execute a proper service walkaround to engage customers and sell more work
✅ Why live training activities (yes, role-playing!) are the fastest way to level up your skills
✅ The right way to present pricing and financing options to increase approvals
✅ How small adjustments in body language and conversation flow impact ROI & CSI

If you’re a service advisor, manager, or dealership leader, this episode is packed with real strategies you can implement today. Let’s get to work!🛠️

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Mark Queen, the visionary CEO of Skaivision and one of the original founders behind eLead CRM, joins me to dive into the future of AI-powered dealership efficiency. Skaivision is revolutionizing the way dealers view process breakdowns by layering powerful AI—specifically Convolutional Neural Networks (CNNs)—over existing dealership camera systems. This groundbreaking tech captures real-time activity in sales and service, highlights missed opportunities, and even delivers instant vehicle offers during service visits.

Mark walks us through his entrepreneurial journey, from Reynolds & Reynolds to creating the largest CRM in auto retail, to now tackling tech fatigue and inefficiencies head-on. If you're in the car business—service, sales, tech, or leadership—this episode will fuel your thinking about what's possible when innovation meets daily dealership challenges.

We talk express service friction, retention killers, service-to-sales drama, video transparency, and how real-time AI automation can make your people faster, more productive, and more profitable.

Don't miss this inspiring conversation with one of the auto industry's most respected founders!

👋 Mark.Queen@skaivision.com | skaivision.com

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!