Meet Mitch / Service Advisor Spiff December 2017

image1Meet Mitchel Sykes:: RHD’s newest Sales Team member, recently graduated with a Bachelors Degree in Business Management from Madonna University.

Mitch started at RHD Tire in August as a driver, so many of you may already know Mitch. In October 2017 he began his career as an RHD TIRE Auto Dealer Account Manager.

He has spent 6 weeks and counting in training as an A.D.A.M. and is well-versed in tire inventory management, warranties, tire training, tire product knowledge, and tire marketing. His newly developed and improved skill set will make a positive impact when utilized and entrusted to Ford, GM, and Chrysler Dealerships… so RHD TIRE encourages you to welcome him into your stores and put his vast business knowledge and acumen to good use! As an RHD TIRE employee, Mitch is empowered to make decisions and take appropriate actions to help your Dealership succeed.

Here are specific ways in which Mitch can assist your Parts and Service Department’s::

Inventory Management: He will identify obsolete, discontinued, non-movers & slow-movers, and will suggest removing those tires from inventory via an RHD TIRE no-hassle return. He will also identify what tires have been selling for the past 6 months to a year and examine the frequency and timelines of those sales and then determine if those are tires you should be stocking. At the end of his inventory review, he will present his recommendations. He can then set-up regular inventory reviews on a monthly, bi-monthly, or quarterly basis to help ensure your tire inventory is intelligently managed at all times. Mitch, like all RHD TIRE Sales Representatives, takes full responsibility for managing your tire inventory!

Warranties: Mitch can assist with all Program Tire Brand warranties. From simply confirming if a condition is warrantable, to providing a customer service phone number to call and assisting with completing the claim form (both online or paper)… Mitch can help!

Tire Training: Mitch is teamed up with me (Jill) to provide tire training in any GM, FORD, and or Chrysler Service lanes! We will cover a wide array of tire-related topics customized for each and every writer, as we conduct tire training on an individual basis. This will not only ensure the writer we are working with is getting the most out of the training but we will get to know one another and learn how we can be of assistance to that writer moving forward when it comes to tire related questions.

Tire Product Knowledge: Mitch has taken the majority of the tests on GYRewardsPlus.com (Goodyear’s training website) and he has earned 9 certificates and counting on michelinlearninginstitute.net (Michelin’s training website). He is in the process of learning all of the other major tire brands models and will be traveling to several off-site training events in the first quarter of 2018. If any writers are in need of tire training via online courses Mitch has you covered! Just reach out to him.

Tire Marketing: Mitch not only has an innate business sense but he is creative as well and can help identify ways to market tires to your customers. He can also come up with forward-thinking ideas to help motivate tire sales… such as this month’s spiff!

So for the month of December here is your Service Advisor Spiff brought to you by Mitch Sykes!

DECEMBER SERVICE ADVISOR SPIFF 2017:

DECEMBER will be focused on ALL Program Tire Brands! The 7 Advisors that sell the most tires will earn the following:

1st Place =  $100.00 Visa Gift Card + 2 tickets to the Hurricanes at Detroit Red Wings at Little Caesars Arena, Detroit, MI:: Sat, 01/20/2018, 7:00 p.m. EST

2nd Place = $75.00 Visa Gift Card + 2 tickets to the Hurricanes at Detroit Red Wings at Little Caesars Arena, Detroit, MI:: Sat, 01/20/2018, 7:00 p.m. EST

3RD Place = $50.00 Visa Gift Card + 2 tickets to the Oklahoma City Thunder at Detroit Pistons at Little Caesars Arena, Detroit, MI:: Sat, 01/27/2018, 7:00 p.m. EST

4th Place = $25.00 Visa Gift Card + 2 tickets to the Oklahoma City Thunder at Detroit Pistons at Little Caesars Arena, Detroit, MI:: Sat, 01/27/2018, 7:00 p.m. EST

5th Place = 1 Amazon Echo Dot.

6th Place = 1 Amazon Echo Dot.

7th Place = 1 Amazon Echo Dot.

Invoices must have YOUR name on them. You can not count fellow co-worker’s sales as your own. 

ALL PROGRAM TIRE BRANDS COUNT!

TIRES SOLD MUST BE PURCHASED FROM RHD TIRE AND SOLD ON THE FORD OR GM TIRE PROGRAM. Off-program tire sales/purchases will not count.

REQUIRED: Advisors will need to track the date of sale, invoice numbers, the type of tire and quantity sold on the tracking sheet provided. Then email or text a picture of your tracking sheet to Jill by 1-6-18. (please print tracking sheets as needed)

TRACKING SHEET

Recognition & Recap

A lot has been happening at RHD TIRE and in the Dealerships the past 2 months, and I have finally found a moment of peace to sit down and write a little bit about it.

Let’s start with September…

September was a tough month to sell tires in Ford Dealerships, specifically, with no Ford tire rebates having been offered, so I feel September’s winners deserve a lot of recognition and credit!

The September’s results were as follows:

IMG_7510
The #1 Tire Selling Advisor was Chris Dienes from Bill Brown Ford.
20171014_112903
The #2 Tire Selling Advisor was Chris Lakso from Hines Park Ford.
fullsizerender
The #3 Tire Selling Advisor was Felicia Collins from Avis Ford.
IMG_1561
The #4 Tire Selling Advisor was Alex Eklem from Bill Brown Ford.
IMG_9527
The #5 Tire Selling Advisor was Brittney Fuchs from Taylor Ford.

Collectively the 5 of them sold almost 900 tires! Which is absolutely amazing!  Not only is their effort and hard work shown through their sales numbers but it is energetically felt and conveyed through their innate ability to give great customer service to every customer, every time!

While all of them are unique individuals, all 5 of them share these common attributes, qualities, and knowledge:

  • They are always happy, smiling, courteous, and professional!
  • They have all completed various Tire Manufacturer training blocks. (Goodyear, Michelin, Bridgestone, etc).
  • All of them are Goodyear Rewards Plus Certified… So we should be seeing many of them in a new Goodyear Tire Champion coat very soon!
  • All of them have attended at least 1 off-site RHD TIRE training course this year.
  • Many of them have attended Drive and Learns.
  • Several of them have provided their best tire selling practices in previous interviews (click on their names above to read those posts).
  • They put forth a tremendous amount of effort to take care of their customers.
  • They understand the added value of selling tires.
  • All of them have an established customer base and therefore they have loyal, repeat customers.
  • They are customer retention experts… (whether they realize it or not)!!
  • And lastly, they participate in our blog contests month after month… so they are consistently tracking and measuring their tire sales monthly. They know what they are capable of and what it will take to achieve larger goals.

Again great job Chris D., Chris L., Felicia, Alex, and Brittney… thank you for all that you do!

I also want to recap October (just a tad) and say thank you to Bridgestone Tire for sending Chris Welty and Chris Lupien to Michigan and putting on an amazing training course!  Also, thank you to all of the attendees for your undivided attention and time. We know it is not easy to take time away from your Dealerships and we greatly appreciate your attendance.

For those of you who missed the training course, it was a 3-hour training block titled “Good to Great Customer Service Skills”! This course was RHD Tire’s final off-site training offering for 2017… But rest assured more training will be offered in 2018! The Good to Great CS course was held at the Rust Belt Market in Ferndale. I want to acknowledge and thank the Rust Belt Market for the use of the beautiful space and help on the set-up! -Side note… The Rust Belt Market would make for a great location for any Parts and Service Club meetings/ events.

IMG_0196

Just as the course name states Chris Welty covered many topics to help take your customer service from Good to GREAT! The training was based on Ritz-Carlton’s Customer Service teachings and practices, as well as Zingerman’s ZingTrain Customer Service recommendations. Everyone left with new information, different perspectives and ways to think about customer service, and of course tips on how to improve customer service. RHD Tire will bring this course back in early 2018, as well as several other courses presented by Chris Welty of Bridgestone Tire, so please be on the lookout for that information.

I am not sure if anyone else in attendance purchased the book Chris recommended and referenced called “Zingerman’s Guide to Giving Great Service“, but I did purchase and download it (that day) in my Audible app and have listened to it twice already. It is a great book, very helpful, and I highly recommend it… so much so, I purchased a hard copy to carry with me and reference as needed. It is an easy read packed with tons of useful insight and information!

If anyone reading this post is in need of tire training, sales training, and or customer service training, please reach out to your local RHD TIRE location and or Sales Rep! We are gearing up for another amazing year in tires and are fully staffed to help support you and your Dealership in any way that you need.

 

Service Advisor Spiff August 2017

When replacing your customers car’s tires, price shouldn’t be the first consideration… Other factors, such as safety, grip and ride quality, should top the reasons-to-buy list.

And when the time arrives to finally replace those worn tires, the majority of consumers are not very good at doing their research to find the best fit.

In reality, no single component in a car is more critical to its stability, handling and ride quality than its tires. The right tire can even improve fuel economy and save your life.

With that said, this month I urge you to go the extra mile when recommending tires to your customers… ask questions such as: What improvements would you like to see made on your car? Maybe the customer tells you that their car is noisy especially at higher speeds, so they’d like their car to be quieter. Or they tell you they have a vibration issue. Maybe these are the very reasons your customers are visiting your lane in the first place. So take note of things such as the tread depth, check for irregular wear… is the outside half the tire 7/32 of tread, but the inside is 3/32? What brand and model are the tires? Talk to your customers and find out how many miles they drive each year. Are they leasing their current vehicle or did they purchase it and how long do they plan to drive it? By asking questions you might find out your customer drives quite a bit, likes a quiet and comfortable tire more than anything else, in the past has always preferred Michelin tires, and of course they want great traction. From there use the Tire Sales Tool or GMTireBilling or call the office staff at RHD TIRE to determine the best recommendation, and then see if you can price match that tire. Your customers want and expect the BEST tire for the LOWEST price and YOU have the ability to make that happen every time… even for the price conscience consumer who is strictly after the lowest price!

Take a look at this example made specifically for the price conscience consumer.

What Would You Buy?

What Would You Buy? (blog image)

Before even getting into the features and benefits of the 3 tires listed above, take a look at the basics. Both the Firestone and the Uniroyal come with higher mileage warranties than the Kelly tire, and they both start with more tread depth, but had you just organized these tires by lowest to highest price in Tire Sales Tool or GMTireBilling the Kelly Edge would be the least expensive and would most likely be your go to option. When you make the extra effort and search for an opportunity to price match you can save your customer money and put them into a better quality tire.

So this month I once again ask that you track your sales and submit your tracking sheets to me at the end of the month… However this month I will reward the top 5 Service Advisors, and Kelly tires will be worth only 1 point, while ALL other program brands will be worth 2 points. Please see attachment for details and let me know if you have any questions. As always thank you for all that you do! Let me know if you have any questions.

AUGUST 2017 SPIFF

March Winner

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! 

IMG_9527

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.