Free Updated Vehicle Inspection Form

vin update

Today, I am posting an updated inspection form based on feedback that I received from several dealers.  We fixed a typo in the Brake section, changed the color scheme and added numbers to the Vin Code section for easier reference when building estimates.  You can download the updated inspection form here. Or click here for our Inspection Form Package, which includes 10 Vehicle Inspection Forms, 1 Tire Inspection Form, 2 Estimate Forms and 1 Work Order. … [Read more...]

Reality Check – How effective are your Team’s Phone Skills?

tire phone skills pic

Problem: Hundreds of Tire Sales are lost every day as a result of improper phone techniques.  Some Tire Sales Associates (or whomever answers the phone) fail to understand that the entire objective of the phone quote is to get the customer to the store. A good place to start to improve your phone skills is to ask yourself: How effective are your people on the phone? What is the main objective when the phone rings with someone asking for a price on tires? Do you have a strategy?  ie. quote lowest, price match, financing? Do you practice?  ie. role play, part of training program Do you have a phone script?  ie. written standard script posted near the phone I work with Tire Dealers that have opted to pay for a service that "phone shops" their store a couple of times per month.  The "phone shopper" company records the call, then emails the recording to the dealer.  The goal of the telephone phone shop program is to assist the dealer in improving telephone sales … [Read more...]

Tool Day – Free Payroll Productivity Worksheet

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Starting today, and every Friday (fingers crossed), I will work on posting another retail tire and service tool.  Today I am posting a Daily Payroll Productivity Worksheet that I put together and it seems to work really well.  The Worksheet is pretty straight forward, enter your Total Sales, Service Sales, Technician & Sales Associate payroll information daily and in turn the Worksheet will produce: Vehicle Service Associate Payroll percent to Sales Customer Service Associate Payroll percent to Sales Total Payroll percent to Sales Effective hourly rate of pay for Flat Rate Technicians and your Sales Team There is even an area to adjust for Fringe (taxes, benefits, etc) and spiffs for your sales team. Benchmarks are listed at the top of the page.  Most Retail Tire Stores shoot for: 20% Vehicle Service Payroll/Service Sales   10% Customer Service Payroll/Total Sales 30% Total Payroll/Total Sales You can find further posts covering additional tools that … [Read more...]

Is it Time it Rethink your Retail Strategy?

longview tire

Independent Tire Dealers face new challenges every day!  Fact is that selling and installing only tires is increasingly becoming a recipe for failure.  Faced with shrinking margins and fierce competition from large chains, clubs and internet wholesales, the Independent Tire Dealers must focus on strategies that provide "one stop" vehicle maintenance services as well as tires just to keep their current customers.  "We do it all, if we let our customers go anywhere else for automotive related services, we may lose them for ever." says John Marino from Marino's Auto Service in Sun City AZ.  "We recently just started stocking tires, because we don't even want our customers to buy tires from anyone else.  Our tag line is "Customers for Life", and we mean it!" National Chains will do whatever they can to put tires on your vehicle, even to the point of losing money.  A Regional Director for a large National Tire & Service Chain recently explained it like this, "It costs us $350 to get … [Read more...]

A Day in the Life of Retail Tire & Service

Roles - Chart

  It all starts with a Plan - Here is Mine - What's yours? ;-)     … [Read more...]

Tis the Season! Why Not Offer Your Customer’s a 5 Pack?

oilchangepack

I am a fan of (almost) anything that builds gross and improves customer retention.  Thats why I like the Oil Change Pack program. The program is pretty straight forward, offer your customers the option of pre-purchasing five oil changes for a discounted price.  The customer gets a break on the average oil change price and you get to collect a lot more from your customer for the current visit.  In addition, you also get an opportunity to inspect your customer's vehicle at least four more times. When you consider that customer retention rates in the automotive repair industry average just over 30%, insuring that you have future customers is a beautiful thing. I have included an example from one of my dealers.  If you would like information on  customizing an Oil Change Pack program for your business, please contact me. Good Selling! Pat … [Read more...]