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First Hour:
Phone skills and role play
Quick Close
Is now a good time…?
Oil change calls
Anytime
Tie Down
How much…?
Cause question
“Need need need”, not “suggest” and / or “recommend”
exploring PARP
Second Hour: Starts 1:20:00
PARP
Super deep dive into the Accountability Checklist
Item-by-item – all of the first column and partial of the second column, down to discounts given
Pictures used to show good and bad items
Advantage US – we are the seller and buyer
Downloads
Front Counter Workshop Booklet – May 2020
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Learn this and your car count will GO UP and revenue will GO UP!
Three Types of incoming phone calls:
Oil Change
Price Shopper
Inquiry about services you provide
Other items:
Hair Cut Story
A true story about a $43,500 ticket
Ask, verify and then share location
TIE DOWN
“I do know the answer…”
Downloads
Front Counter Workshop Booklet – May 2020
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First Hour:Brian jumps in very quickly today! Topics discussed:
Mood Diagram Review
Language items: Board Manager, SOU, OCP, BCP, BBP, CBP, Sorting, Great Coupon Script, Gotta Have
Great Role Play
Second Hour
Front Counter Language items discussed:
FIVE Pack
Professional Obligation
Huddles
PARP
Black Dot
Downloads
Front Counter Workshop Booklet – May 2020
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Front Counter Workshop Six Series, Part 6: FAB-FIVE Repetitive Service
Topics covered in the last installment of our free Six Series for your front counter staff:
FAB-FIVE Repetitive Service
Written Presentation Scripts
Make a list of your FIVE write a script and practice, practice, practice!
Use analogies
Price tag of component if maintenance service are not done
Use Oil Change as a comparison
FAB-FIVE Sample List
Check Engine Light Test Service
Induction Cleaning Service
Coolant Flush Service
Power Steering Service
Brake Flush Service
Documents
Powerpoint PDF
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In this workshop, we discuss some selections from Gary Gunn’s book Turnaround Point .
Recipe for going broke (page 14)
The Yes Process (page 15)
The SOS Process (page 17)
The 10/10/10 Process (page 17)
Takeaways (page 19)
Documents
Front Counter Support and Review Process
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Front Counter Six Series, Part 5: FAIL Large or FAIL Small…
FAIL Large or FAIL Small…
Structured Conversation Pathways
Isolate and PMI Scripts fill in the blanks
These are your Front Counter Checklist items:
The more you present the more they buy
The less you present the less they buy
Documents
Powerpoint PDF
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Front Counter Six Series, Part 4: Prepare, Audit, Rehearse, Present
What is PARP? Discover what you need to know! Brian delivers a great message,
Setting Yourself up for Success:
P repare: What do you do to get the facts?A udit: What do you do to account for items?R ehearse: Do your rehearse? If not why not?P resent: When you are prepared, audited, and rehearsed, you can present with conviction!
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Front Counter Six Series, Part 3: Call Backs
In this FREE Front Counter meeting event, we talk about a pivotal component in our chain – Call Backs! A few points we covered:
Always ask for updating their email address to fill the sales funnel
There are NO Slow days – Just Low Car Count Days
Three Day Courtesy Call
State Inspection Call
Oil Change Reminder
“Haven’t seen you in ____ …”
“We are open”
Bag Review
Missed sales
“Buy 1, Get Three Free” offer
Warranty call – midway through / running out
Downloads
Powerpoint PDF
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Front Counter Six Series, Part 2: Go for NO!
In this session, we discuss the book “Go for No!”, specifically
Chapter 11: “Then How Did You Know He was Done?”. Also, we talk about Go for No Concept #15: “Never make decisions for others as to what they’ll decide, do, or spend”. Concept #6 “Your reaction to YES or NO should be of equal emotional intensity” also comes to the table.
Downloads
“Go For No” Chapter 11, Page 5 “Go For No” Concept #15, Page 35 Front Counter 6 Series – Session 2 Powerpoint PDF “Go For No” Concept #6
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Front Counter Six Series, Part 1: Thrive Not Survive
The team discusses incoming phone call scripts. Why do we do it this way? Why practice phone skills? We talk about four reasons and eight rules for answering the phone, and three types of phone calls. Proper word usage is mission critical, and we talk about why!
Quotes from Brian
Perfect practice makes perfect
Hearing the smile in your voice
Motion creates emotion
Downloads
Anytime Script – Instant Close – Why Phone Skills – 8 Rules – Oil Change Powerpoint PDF
