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

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Tire Tracking Incentive : Part 3. (SEPTEMBER 2016)

 

Part 3 of our Tire Tracking Incentive is here and it is AWESOME!

Want to know why?!

This month (September 2016) the grand prize that will be awarded to the Service Advisor that sells and earns the most points is an iPAD MINI 4!!!!!

Other than that SUPER exciting news, this incentive is the same as Part 1 and Part 2. You still must track your tire sales and missed opportunities (if you have any). Please use the PDFs below. Then you turn your sheets in to me at the end of the month. (Easy Peasy!!!)

By now I hope that those of you participating in these incentives have found tracking your sales and missed opportunities to be just a normal part of your day and relatively easy to do! For anyone who is just joining in on the fun visit my recent post announcing the June and July winners. The winners and runner-up from those 2 months were soooooo kind to share their best practices and tips on selling tires in that write-up! AND… for more information on why tracking and measuring is important visit this post from July.

RHD TIRE SERVICE ADVISOR INCENTIVE SEPTEMBER

SEPTEMBER 2016 MISSED OPP Tracking sheet

SEPTEMBER 2016 SALES TRACKING SHEET

Please feel free to comment or ask questions below!

P.S. Part 3 is the final installment of the Tire Tracking Incentive Series. In October I will be changing it up.

JUNE AND JULY WINNERS

 

As I mentioned in my June incentive the advisor that sells every set of tires listed on the incentive card would receive recognition on my blog.

Well I am proud and happy to say the Service Advisor that accomplished that difficult task (and it was a very difficult task!) is Bill Hardin of Varsity Lincoln in Novi, MI.

Way to go Bill!

I must also acknowledge Rachel Laskowski and Scott Daniels, both are Service Advisors at Hines Park Lincoln’s Quick Lane (Quick Lane of Canton), for their efforts. Rachel and Scott came very close to completely the Service Advisor card in June as well.

In July the tire selling momentum continued for all 3 (Rachel, Bill, and Scott), but Rachel Laskowski was a tire selling machine and ended up as the winner of the July tracking incentive! Wonderful job Rachel!

I met up with Bill, Rachel, and Scott at the end of July to ask them a few questions about how they sell tires and any advice they would give to other Service Advisors and here’s what they had to say.

 

BILL HARDIN of Varsity Lincoln (JUNE INCENTIVE WINNER)

“I find setting goalFullSizeRender (3)s is a vital thing to do, and if you are a motivated person like I am you should find it pretty thrilling and fun to meet and or exceed your goals each month.”

How long have you been a Service Advisor? 16 years

How long have you been employed by Varsity Lincoln? 9 years

On average how many tires do you sell per month? 50 tires a month is my goal. I often exceed this goal though by 4-10 tires, so I would say 50-60 tires a month. I find setting goals is a vital thing to do, and if you are a motivated person like I am you should find it pretty thrilling and fun to meet and or exceed your goals each month.

Walk me through a tire sale from the moment you discover a customer needs tires.

I often visually inspect the customer’s tires in the service lane. Then the technician brings me the multi-point inspection form after inspecting the tires as well. If there is a need for tires I look at the customer’s history… What they have purchased in the past? What price range do they tend to stay within? And then I go on the TIRE SALES TOOL and search the customers size. I also note the tire brand and model currently on the vehicle and price that tire out first. I will then add two more options for the customer to choose from which creates a GOOD, BETTER, BEST selling strategy. From there I discuss the options with the customer and help them make a selection. Then I price match that tire, apply any rebates, and ask if they are a Ford employee or know a Ford employee to see if I can help them take advantage of the Ford Employee Discount.

Do you price match every tire you sell?

Every set I price match, but typically it’s after the customer has chosen which tire they want to purchase. Usually I start with belle tire, and I do this with the customer at my desk. I actually turn the screen so the customer can see the competitor’s price and the money I can save them. Another advantage I point out to the customer is that when they buy a set of tires from Varsity Lincoln they get free tire rotations for the life of those tires, and I go on to explain how regular tire rotations help lengthen the life of their tires.

Do you register DOT codes?

I do not register DOT codes. The parts department does this task.

Do you submit price matching claims?

No, I only print them. Then I give them to the parts department and from there the parts department uploads claims.

Any advice for a new Service Advisor or any advice for a Service Advisor who is not succeeding at selling tires?

I would say you definitely need to prioritize your day… waiters are first, non-waiters are 2nd and rental car customers are 3rd. From there you just stay organized and stick to a regimen each day. I would suggest creating monthly goals for yourself as well, and make sure you tell every customer about the Low Price Tire Guarantee. Customer’s love when you can save them money, and the Ford Tire Program has made this so easy for us to do!

What is your favorite tire brand?

Michelin! I think Michelin is the best tire all-around, and most of my customers prefer Michelin tires due to their high ratings in comfort and traction. Michelin also has great mileage warranties, and for the most part my customers get the expected life out of their tires, especially when they get regular tire rotations.

Rachel Laskowski of Hines Park Lincoln Quick Lane (JULY INCENTIVE WINNER)

FullSizeRender (1)“I like to find 3 options to present to the customer… and I price match every single tire BEFORE I speak to the customer about their need for tires. I like to do the shopping for them, and then show and talk to them about all the discounts I can apply to their sale. They love to see all the money I end up saving them.”

How long have you been employed by Hines park Lincoln Quick Lane? 4 years

How long have you been a Service Advisor? 2 years

On average how many tires do you sell per month? 60-70

Walk me through a tire sale from the moment you discover a customer needs tires.

The technician brings me the multi-point inspection form and informs me that the customer has a need for tires. I then go on the TIRE SALES TOOL (through FMC Dealer) and search the customers size. I like to find 3 options to present to the customer, often times I use the Good, Better, Best selling strategy (if applicable). From there I price match all 3 of those options. I then create a quote for the customer that includes the Employee Discount (if applicable) and a quote without the employee discount, as well as the Low Price Tire Guarantee, and any rebates available. Then once all of this is done I present the customer with this information and let them choose the tire that they would like to purchase. Once the selection is made I call RHD TIRE and order the tire.

Do you ALWAYS price match before presenting the customer with the tire options?

Yes, I price match every single tire BEFORE I speak to the customer about their need for tires. I like to do the shopping for them, and then show and talk to them about all the discounts I can apply to their sale. They love to see all the money I end up saving them.

Currently what competitors do you price match most often?

Walmart would have to be number 1, followed closely by Belle Tire, and then Discount Tire.

Do you register DOT codes?

I fill out the card for DOT code registration, and then I give that to our Parts Manager.

Do you submit price matching claims?

I start the claim in Tire Sales Tool, then I print the competitors price straight for their website and I turn that into the Parts Department. From there the parts department handles the rest of the claims process.

Any advice for a new Service Advisor or any advice for a Service Advisor who is not succeeding at selling tires?

Prioritize your day, stay organized, and treat your customers like you would treat a friend.

Have you seen a correlation between selling tires and increasing customer retention?

Yes, I would say so, because we are taking care of all their vehicle’s needs, and giving them honest, straight-forward information, and by being able to go the extra mile by doing the tire shopping for them and offering them so many discounts on tires it builds trust. Customer’s who trust you return to you, and sometimes they even recommend you to their family and friends.

What is your favorite tire brand?

I love Goodyear! The price is usually right for our customers; I also find that brand to be the easiest to find and price match, and Goodyear offers great rebates. Goodyear also has really good mileage warranties on most of their tires, which is something customers really care about and want.

Scott Daniels of Hines Park Lincoln Quick Lan

(JUNE AND JULY RUNNER-UP)

FullSizeRender (2)“Talk to customers like they are your friends. Just be honest and get to the facts on whatever service products they may need. If a customer’s tires are in poor condition, I tell them that, followed immediately by here’s the retail price of the tire or tires you need, and then I start explaining all the discounts I can give them on those tires.”

How long have you been employed by Hines park Lincoln Quick Lane? 4.5 years

How long have you been a Service Advisor? 4.5 years

On average how many tires do you sell per month? 60-80 tires

Walk me through a tire sale from the moment you discover a customer needs tires.

The technician brings me the multi-point inspection form and informs me that the customer has a need for tires. I then go on TIRE SALES TOOL (through FMC Dealer) and search the customer’s tire size or sometimes I search for the tires that the customer already has on their vehicle, especially if it is a Continental Tire. I love Continental Tires! From there I usually price out 1 to 3 options and apply every incentive I can find on those tires. Then once all of this is done I present the customer with this information and let them choose the tire that would like to purchase. Once the selection is made I call RHD TIRE and order the tire. I would like to stress and advise all Service Advisors out there to be sure to present the customer with tire options before cashing them out for any other service work they received that day. For example if they have already paid for the oil change they stopped in for and then you start going over tire prices and quotes they will decline the tires.

Do you ALWAYS price match before presenting the customer with the tire options?

Yes, I always price match before presenting the customer with the tire options. ALWAYS.

Currently what competitors do you price match most often?

Walmart, followed closely by Belle Tire, and then Discount Tire.

Do you register DOT codes?

I fill out the card for DOT code registration, and then I give that to our Parts Manager.

Do you submit price matching claims?

I start the claim in Tire Sales Tool, then I print the competitors price straight for their website and I turn that into the Parts Department along with the final invoice. From there the parts department handles the rest of the claims process.

Any advice for a new Service Advisor or any advice for a Service Advisor who is not succeeding at selling tires?

I realized when I stopped putting myself in the customer’s shoes all the time, I started to sell more tires and service products. I use to feel awful having to tell a customer what I felt was “bad news” because I use to think to myself, “I would not want to hear this if I were them”. Do not do this. You will just sell yourself short and your customer. Also, talk to customers like they are your friends. Just be honest and get to the facts on whatever service products they may need. If a customer’s tires are in poor condition, I tell them that, followed immediately by here’s the retail price of the tire or tires you need, and then I start explaining all the discounts I can give them on those tires. So start with the facts keeping it straight to the point, then tell them what part or service they need, then get to the BEST part which is all the money YOU can save them.

Have you seen a correlation between selling tires and increasing customer retention?

Yes, I would say so, because we are taking care of all their vehicle’s needs, and giving them honest, straight-forward information, and by being able to go the extra mile by doing the tire shopping for them and offering them so many discounts on tires it builds trust. Customer’s who trust you return to you, and sometimes they even recommend you to their family and friends.

What is your favorite tire brand?

Hands down my favorite tire brand is Continental Tire!

Their product is solid and backed with a 1 year Road hazard Coverage, which my customers love.

I have personally driven on them; they are on my own vehicle right now, and I never get negative feedback about them. In fact my customers tell me how Continental tires grip the roads very well for an all season tire, even in the snow and ice.

A couple features I like to point out are the DWS in the ContiExtreme DWS stands for dry, wet, and snow conditions and there are markings on those tires so customers can see for themselves how much tread is left for certain conditions. Specifically there is a ‘D’, a ‘W’, and a ’S’,. The ’S’ wears away first once the tire no longer has enough tread depth for traction in the snow, then the ‘W’ wears away once the tire does not have enough tread depth for traction in the rain. The ‘D’ wears away when the tires are completely worn out and cannot perform well even on dry roads.

The Continental DW ( summer only) gets good reviews too especially during track and auto cross days. I also had the opportunity to go out to Continental’s test track in Uvalde, Texas and tested out many Continental and General tires against their competitors on dry and wet courses. The Continentals handled the best there!

Another reason I like continental tires is because the DW line up has a sporty, contemporary look to them, and the DWS model has a similar look but designed for all season driving. In my opinion they are just as good if not better than other premium brands like Michelin, and they are cheaper too.

Once again, GREAT JOB Bill, Rachel, and Scott!

If anyone has any questions or comments please feel free to post them below.

Tire Tracking Incentive : Part 2. (AUGUST 2016)

“What gets measured gets managed and what gets managed gets multiplied.” Peter Drucker

Measuring and tracking something gives you the information you need in order to make sure you actually achieve what you set out to do. This simple task can be applied to nearly everything in your day-to-day life… personal finances and budgeting, your health and diet/ exercise habits, and of course your work and career. 

So for the months of July, August, and September (2016) my request to all Ford, Lincoln, and Quick Lane stores is to track and measure tire sales, as well as, missed opportunities. 

What do I mean by missed opportunities? That would be when a customer has a need for new tires but does not purchase new tires when you recommend them. Maybe they mention not being able to afford new tires at that time; or they want to go home to discuss the purchase with their spouse… whatever the reason, make a note of this. In 1-2 weeks call that customer and simply remind them that they need new tires (as well as any other service products), and ask to schedule an appointment. And if you did not do so before… do some shopping for the customer before making the call and price out a set of tires you are confident in recommending. Inform the customer of the Low Price Tire Guarantee, as well as current rebate offers, and let the customer know how much they can save by purchasing tires from YOU!

I visit over 40 Ford, Lincoln, and Quick Lane stores and I can tell you that the best service advisors already do this. They track everything, and not just tires … they track all service products that they sell and or do not sell every single day. It’s just habit and it’s a great a habit to have! I can say that every advisor I have seen diligently track their sales and missed opportunities are successful service writers. These advisors are knowledgable, therefore they speak with confidence, they know how to demonstrate the value of their service products, and inevitably they have a loyal customer base. Before calling on a missed opportunity they take the time to do some research about the customer before they call them, review their notes about the customer, price match a set of tires (maybe even 2 or 3), and then they pick up the phone. They call with a purpose and an offer, and they ask for the customer’s business. By putting forth this effort they become more efficient, they know exactly where to go to find tires and to price match them, they increase their knowledge about a product(s) by doing some research prior to the call, and they simply practice (and eventually perfect) relationship building.

Also, by tracking their sales these advisors can see and measure the products they are great at selling and the products they are not so great at selling, and therefore work on those weaker areas while multiplying sales in their stronger areas. They know when they’ve had a great day, week, or month; they can tell you this information immediately. And they are always willing to compete with themselves… to see if they can sell more than they did last month or see if they can repeat that amazing April that they had.

success.jpgIf you manage a store, own a store, work at a store that is NOT doing this let’s change that! Start tracking TODAY! For those of you who are doing this already – keep it up!

Attached is a Tire Tracking Incentive to pass along to everyone in your service lane and or parts department that sell tires.

If you have questions let me know!

RHD TIRE SERVICE ADVISOR INCENTIVE AUGUST

AUGUST 2016 SALES TRACKING SHEET

AUGUST 2016 MISSED OPP Tracking sheet

P.S. There are no brand exclusions for this incentive. All 13 Tire brands on the ATW program count.

PART ONE (MONTH OF JULY) OF THE TRACKING INCENTIVE CAN BE FOUND HERE.

JULY TRACKING SHEETS MUST BE SENT TO JILL BY AUGUST 9TH, 2016.

GIVEAWAY

Calling all PARTS and SERVICE employees…

I think it’s time for a giveaway!

Here’s the ONE and ONLY thing you have to do to be eligible for the prize:

Follow THIS blog… which means visiting the HOME page, entering your email address, and clicking “FOLLOW RHD TIRE NEWS”FOLLOW RHD TIRE NEWS PIC**If you are already Following my blog then BRAVO! and THANK YOU SO MUCH! You do not need to do anything else.

Just make sure to follow my blog via email so you will receive an email every time I post.

Also, feel free to leave me comment below!

I will announce the winner Monday July 25th. 

As for the PRIZE::

A men’s OR A women’s Colorblock Performance Fleece Jacket.
Men’s is on the left in Navy. Women’s is on the right in white. You will pick the size.
The perfect performance jacket for your everyday activities. Reflective asymmetic piping and print flatter any shape. In navy/graphite. Moisture wicking technology. 100% polyester with brushed-back fleece. Embroidered with Michelin logo on left chest.

MICHELIN COATS

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