Allow me to introduce you to Nick Welch from Imlay City Ford.
Nick took 3rd place in April’s Service Advisor Incentive! Congrats Nick! I want to recognize him because he does something that so far I have not witnessed any other advisors doing and I think it is worth sharing.
At the beginning of each month, Nick shops his competitors for price matching deals on his lane’s most popular selling tire sizes and brands. He knows his customer base very well and can easily identify the tires they most frequently need.
He then prints out the BEST deals he can find and places the competitor’s quotes in a folder labeled by wheel size.
When customers stop in and Nick identifies they need tires he first locates the best tire option for their needs in the Tire Sales Tool, once a tire brand and model are selected he then accesses the “price matching folders” at his desk, locates the best price match offering, and then hand-writes the savings onto his customer’s tire quote.
Nick sold 125 tires in April, which is phenomenal, and he has consistently sold 100+ tires per month throughout his career at Imlay City Ford.
Nick says this method of shopping at the start of each month for the best price matching deals and printing them out has helped save him a tremendous amount of time during his customer interactions. Now he can spend more time talking to his customers, getting to know them, and building a longterm relationship with them, which is where Nick truly shines and excels! His customer interactions are very thorough, he listens and processes that information to make the appropriate suggestions that suit the customer’s needs. His customers do not mind waiting in line to speak to him. They know he is detail-oriented, very knowledgeable, and that he cares. They trust him and they come back again and again to see him.
Nick’s printout method could also be done electronically by creating a folder on your computer’s desktop and storing jpg’s or pdf’s of the competitor’s quotes each month there, this would be especially helpful for any writer’s who have to upload and submit their price matching claims themselves.
If anyone has great Tires Selling Tips like this one please reach out! I would love to hear from you. Email: Jill@RHDTIRE.com
(e.d. = Employee Discount, P/M = Price Matching)
Meet 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)
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:
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.
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.