13. "SELL TO PROFIT' - PARTS - SELLING THE PARTS DEPARTMENT (1 day)
WHO FOR
For Parts Managers and Parts staff who are front facing or who will deal with customers on the telephone. For Parts Managers and Advisers who wish to increase their OTDB and revenue from both existing and lapsed customers.
AIMS OF THE PROGRAMME
• To Increase Direct And Indirect Part Sales
• To Maximize The Conversion Of All Telephone Parts Inquiries Into Otdb (Opportunities To Do Business)
• To Create More Opportunities To Sell Further Add-On's Such As Extra Parts, Extended Warranty And Mot Insurance
• To Maximise Additional Opportunities To Sell Service And Bodyshop Labour And Material
• To Maximize Sales And Profit From Parts Departments From Parts, Service And Car Sales Parts Selling
• To Build Better Internal And External Business Relationships
• To Achieve And Sustain The Highest Degree Of Customer Satisfaction By Projecting The Professional Image Of Customer Facing Staff
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• Where And Who From Do Parts Departments Make Their Sales And Profits?
• The Roles Of The Parts Manager And Parts Adviser - Job Descriptions
• How Do Most Parts Get Sold - The Telephone?
• Selling Parts To The Public, Service And Sales Departments
• Handling Incoming Calls
• 1 st Impressions On The Telephone
• Telephone Message Procedure
• What Is Service?
• Introducing The Parts Department Service Standards
• What Is Selling?
• How Would You Like To Be Seen By Customers
• The Seven Golden Rules Of Salesmanship
• What Will Determine Whether A Telephone Customer Will Visit You To Buy A Part
• Understanding What Triggers A Buying Reaction
• What You Believe- Attitudes & Beliefs
• Parts Dept. Inbound Telephone Call Handling Retail/Trade Parts Enquiry
• Likely Objections/Concerns In Buying The Part
• Vehicle Problem Enquiries And Selling The Service Appointment
• Selling The Fitted Part
• Parts Dept. Inbound Tel. Calls
• Parts Dept. Retail/Trade Parts Enquiry
• Closes To Commit The Customer
• Handling Objections
• Negotiation Variables To Play With
• Add -Ons & Sell-Ups
• Reasons To Choose Your Dealership For Parts
• Fully Synthetic Oil - Economy & Performance
• Handling Trade Sales
• Key Negotiation Principles To Use When Selling To The Trade
• Handling Customer Complaints
• What Do Customers Really Want?
• What Do I Gain When I Apply Selling Skills?
• Sales Tools
• Parts Enquiry Form
Parts Opportunity Log