I have another interview below with one of the TOP Service Advisors in the state… this time it is BRITTNEY FUCHS of Bill Brown Ford! I hope you can incorporate some of these tips and processes today! Thanks Brittney! -Enjoy Everyone!
Name: Brittney Fuchs
Dealership: Bill Brown Ford Quick Lane
Years at Bill Brown Ford Quick Lane: 1 year
Years as a Quick Lane Advisor: 2 years
What is your favorite tire brand and why?
Personally, I have to say my favorite brand is Pirelli because I hear a lot of positive feedback on that brand, Pirelli’s pricing is consistently awesome, and price matching is typically the best on the Pirelli tires!
If you had to choose what tire brands would you say you sell the most of and why?
Goodyear definitely seems to be our top selling tire brand. I believe it is due to their brand recognition. They also have great rebates and typically a great low price on their tires.
Do you inform your customers of the Low Price Tire Guarantee?
YES- EVERY SINGLE ONE!
Would you say you price match the majority of the tires you sell?
OH YES – about 95% of my tire sales are sold with the low price tire guarantee!
Which competitors do you price match most often?
Simple Tire is the often the best competitor to price match… they have the lowest price more often than not and we can save our customer’s so much money. The customers absolutely love this! If Simple Tire does not have the tire we are searching for then we use Walmart, Discount Tire, and Belle Tire.
When you do price match a tire what is the process?
We (the advisors) print out the competitors price for the customer, we then apply the discount/ price adjustment and close the invoice, and then we send a copy of both to the Parts Department. Parts then uploads the claim to Tire Sales Tool.
When you are informed that a customer needs tires do you research tires and or price match before speaking to the customer?
Yes, I do this beforehand if the customer is NOT waiting so I am prepared when I call them. If the customer is waiting I find there is no better sales technique than to call them up to your computer and price match right in front of them. Then they have no reason to doubt you! The sale is then made immediately.
If you had to estimate, how long does it take to complete a tire sale? Starting from the time you are informed the customer needs to tires to the customer agreeing to purchase the tires.
It varies, but I would say generally it takes about 15-20 minutes for customers who call in over the phone. Most of the time over the phone conversations are spent asking questions and looking up information, so this is somewhat time consuming but it is effective!
In person I would say it takes 5-10 min. I show them the deal and out the door price and if they agree I create their invoice and print out the price from the competitors website and begin that process.
Who handles DOT registration at your dealership?
The advisors do it. The techs write the new tire’s DOTs on the hard copy and we register the tires immediately on Tires Sales Tool. This process takes 2 minutes. Again, not a long time and we get it done right away.
Do you offer Tire Care to your customers?
I feel the situation out when it comes to Tire Care. There are some customers who you can just tell are not going to be receptive to Tire Care, as they view it as an unnecessary add-on. Then there are customers who ask for it before I can even get the words out of my mouth!
Bill Brown Ford has one of the busiest Quick Lanes that I have ever been to… what do you contribute your success to?
We get a lot of referrals and recommendations, and we are told over and over again that we are fast. We also never sell anyone something they do not need, we advise people of future purchases so they can plan ahead, and we are very aware of the how important trust is to our customer. It’s basically all about trust!
How many repair orders does your Quick Lane write on average per day? How many do you write personally?
I write about 25-30 a day. Our Quick Lane averages around 80-120 a day.