13. "SELL TO PROFIT' - PARTS - SELLING THE PARTS DEPARTMENT (1 day)
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
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?
Parts Enquiry FormParts Opportunity Log