Dealer Talk With Jen Suzuki Jennifer Suzuki, eDealer Solutions

In this episode, I get into a crucial aspect of sales conversations that can transform your approach to engaging customers effectively. For both service and sales teams, the question "What's in it for me?" takes center stage as we explore how to reframe this inquiry into "How will this benefit me?" to emphasize the specific advantages and benefits customers can expect from your product or service.
Service advisors, BDC advisors, and sales consultants will discover actionable strategies to enhance their value proposition by consistently addressing the customer-centric query of "What's in it for me?" Understanding and articulating the unique value proposition is essential for maximizing revenue and gaining top-notch reviews.
Listeners will gain insights on navigating customer inquiries about pricing, learning to address the WIFM question before resorting to discounts. Through real-world examples and practical advice, I illustrate how focusing on the benefits and value customers receive for their investment can build trust and confidence in your offerings.
Moreover, I underscore the significance of showcasing the quality work and products offered by dealerships to distinguish them from competitors. Communicating the benefits effectively is crucial to positioning your brand as the best choice for customers, especially in a competitive market.
For sales BDC professionals handling internet leads dispersed among various dealerships, addressing the WIFM question becomes paramount in standing out and securing customer interest. We explore the importance of crafting compelling intros and videos that clearly communicate the value customers can expect, going beyond basic sales pitches to create lasting impressions and drive conversions.
Tune in to this episode for a wealth of examples, techniques, and expert insights aimed at empowering your sales and service teams to elevate their customer interactions, boost confidence in their offerings, and ultimately drive business success.
Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com
 🔥Check out our sponsors!🔥
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

📍Meet Guests at upcoming Reynolds Retail Summit Amplify24  ReyRey.com/Amplify 
Join us as we delve into the intricacies of the Federal Trade Commission's controversial Vehicle Shopping Rule in the automotive industry. In this episode, representing Reynolds and Reynolds legal expert Matt Chacey, Product Development Attorney and Sales Director for Compliance Team, Jason Gaskill, shed light on the implications of this new regulation for car buyers and dealers alike.
Critics of the Vehicle Shopping Rule argue that it may lead to increased costs, more paperwork, and a longer sales process, potentially making the car buying experience more cumbersome for consumers. With members of Congress closely monitoring the situation, concerns are being raised about the rule's impact and the need for legislative action to address perceived shortcomings.
FTC enforcement actions, resulting in significant settlements, have put every dealer under the regulatory radar. From transparency in consumer transactions to the prohibition of misrepresentations, the importance of clarity and honesty in sales practices cannot be overstated.
Matt and Jason discuss the complexities of compliance, highlighting issues such as conflicting language in documents, the inclusion of arbitration clauses, and the presentation of optional products to customers. They emphasize the need for transparency and strategic redundancy in conveying information to customers, ensuring that they understand the terms and conditions of each product offered.
Tune in to gain valuable insights into navigating the evolving regulatory landscape, protecting dealerships, and promoting transparency in auto sales. Learn how to ensure that customers are well-informed about their options and rights, empowering them to make informed decisions with confidence.
Status:
On Jan. 18, the FTC postponed the VSR’s effective date of July 30, 2024 pending judicial review in response to a petition for review filed by NADA in the U.S. Court of Appeals for the Fifth Circuit. (See NADA’s opening brief.) NADA-supported language to deny FTC funding to enforce the VSR was included in the FY25 FSGG appropriations bill that passed the House FSGG subcommittee on June 5.         
NADA also supports the “FTC REDO Act” (H.R. 7101/S. 3014) which would stop the VSR and require the FTC to follow certain procedures to ensure the rule is the result of an informed process if it chooses to “REDO” the rule. The bill requires the FTC to 1) issue an Advance Notice of Proposed Rulemaking; 2) conduct a quantitative study on auto retailing; 3) undertake consumer testing; and 4) publish a cost benefit analysis based on actual data. The FTC failed to perform these essential steps before finalizing its rule. Members of Congress are urged to cosponsor the “FTC REDO Act” to stop the flawed VSR and prevent the FTC from needlessly imposing significant burdens and costs on consumers and small business dealers.
Main Points:
✔️This FTC rule will add time, costs, and complexity for car-buyers and make it harder to conduct online sales. Vehicle sales are already extensively regulated with a document-intensive process, yet the FTC finalized these mandates without testing whether they enhance consumer understanding, education or protection. Under the rule, every time a consumer asks about a specific vehicle or monthly payments, it would involve new written forms harming the industry’s ability to streamline and modernize the car buying process.  
✔️The VSR is duplicative as all the harms the rule is aimed at addressing are already against the law, and the agency presently has sufficient enforcement authority to police any alleged wrongdoing. The rule will duplicate and, in some cases, conflict with, extensive state and federal laws that protect consumers (e.g., the Federal Truth-in-Lending Act). The rule introduces ambiguous terms such as “express informed consent” and states that a custo

Meet Jessica Colon @jcolon@citykia.com | City Kia of Greater Orlando has raced to the top 3 Kia stores in the country! She's amazing! A top performer! 🥇💯
In this episode, we delve into the extraordinary journey of a remarkable individual who has ascended to the pinnacle of the automotive world as the best Business Development Center (BDC) manager, in my opinion. With a track record of orchestrating the seamless collaboration between sales and BDC teams, she effortlessly drives an astonishing 450 to 500 units per month, with BDC accounting for 50% of sales ignition.
From the bustling streets of New York to the sunny shores of Florida, she has spearheaded a phenomenal growth spurt of over 120% in business. Through her candid narrative, she reveals the challenges of navigating the BDC landscape without prior experience, shedding light on her mindset for fostering growth and nurturing a fresh team that has flourished into management positions and even ownership.
She shares insights on leveraging CRM tools to enhance customer experiences, the importance of modernizing pay plans to optimize results, and the pivotal role of team bonuses in fueling motivation for both sales and BDC members. By fostering a culture of collaboration and communication, she has bridged the gap between the two teams, emphasizing the significance of precise processes and sales examples in driving success.
With a keen focus on the sales process and key aspects that catalyze successful transactions, she underscores the importance of equity mining tools and leveraging service opportunities to bolster sales and forge lasting customer relationships. By involving BDC in sales meetings and weekend spiffs, she ensures that every team member plays a pivotal role in the collective success of the dealership.
Through her leadership and unwavering dedication to excellence, she has earned the respect of the sales desk, emphasizing the value of patience over discounts to improve gross margins and enhance the overall sales experience.
Join us as we unravel the secrets behind building a championship team, the importance of consistent communication, and the art of transforming service opportunities into loyal customer relationships. Leadership lessons abound as we dissect the playbook for success in the competitive world of automotive sales.
Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com
 🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, I dive into the world of inbound sales calls, I say are the low-hanging fruit for increasing income and maximizing conversions in the car sales! Learn how to craft a sales process tailored to address common challenges encountered during inbound sales calls, such as customers rushing for out-the-door (OTD) pricing, seeking trade values upfront, or inquiring about rates and availability before committing.
Join me as I explore the art of mitigating problems on your sales calls and devising a proactive strategy to preempt and resolve issues that may hinder your sales success. Learn actionable techniques to shift the odds in your favor, ensuring more favorable outcomes aligned with your desired results.
Many sales professionals face the challenge of being derailed right from the initial greeting, making it difficult to secure appointments when customers press for information upfront or hesitate to visit the dealership. Gain insights into different approaches to handling sales calls effectively, presented through diverse scenarios and examples aimed at positioning you as a trusted advisor rather than a mere seller, fostering a sense of confidence and rapport with potential customers.
Uncover a blueprint for structuring a refined call process that minimizes common pitfalls and enhances your overall call performance. Embrace the notion that persistent problems indicate a need for process improvement, and explore specific strategies and methodologies to elevate your call outcomes consistently.
To succeed in inbound sales calls, it's crucial to convey confidence, expertise, and genuine care through your interactions. Let's embark on this journey together to redefine your communication style, refine your questions, and reshape your statements to establish yourself as a valuable resource and guide for customers.
Commit to adopting new processes and embracing change to propel your sales performance to new heights. Embrace the challenge of mastering inbound sales calls, and unlock your full potential as a top-tier sales professional. Are you ready to elevate your sales game and achieve greatness in every call? Tune in now and take the first step towards sales excellence!
Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com
 🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

In this episode, I help you with a plan to address common objections and challenges encountered when attempting to schedule appointments with customers. Whether you're in Service BDC, a Service Advisor, or a Salesperson, this episode provides valuable insights applicable to both sides of the business, highlighting parallels in the appointment-setting process that lead to successful outcomes.
Many times, people may attempt to avoid committing to an appointment, citing the need to check their schedule or get back to you later. Instead of accepting this as a dead-end, why not take another swing at securing the appointment? Discover a range of techniques and strategies to navigate these scenarios effectively, empowering you to persist and engage prospects in a meaningful way.
Drawing from real-world examples and practical advice, I tackle the nuances of reengaging prospects who show resistance to booking appointments. By emphasizing the importance of understanding the customer's needs, articulating the urgency of addressing their concerns, and presenting your solution as the best-fit option, you can compel prospects to take the next step and commit to an appointment.
Uncover actionable solutions to address customers' interest in servicing their vehicles, focusing on highlighting their concerns, demonstrating your understanding, and presenting a compelling case for why they should choose your dealership. By reframing your approach and proactively addressing objections, you can propel conversations forward, increase appointment rates, and drive higher conversions.
Challenge yourself to rethink your strategies for overcoming objections and pushing towards securing appointments, knowing that each interaction presents an opportunity to improve your odds and elevate your success rate. With the right mindset and techniques at your disposal, you can confidently navigate appointment-setting challenges and achieve remarkable results in both service and sales. Tune in to this episode and unlock the secrets to mastering appointment setting – your success awaits!
Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com
 🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

In this episode, we will explore valuable tips and techniques for service advisors looking to boost their bottom line by increasing line items during service interactions when writing service in a car dealership.
 
The Power of Personal Connection
As a service advisor, the check-in process is your first opportunity to connect with customers and set the stage for a successful service experience. We discuss the importance of slowing down, making genuine connections, and building trust with customers during the check-in process. By incorporating simple gestures and personalized touches, you can establish yourself as a trusted advisor and enhance the overall customer experience. 
 
The Post-It Note Technique
Discover the power of the post-it note technique and how it can help you increase line items and generate more revenue. We delve into the details of this effective strategy and explore real-world examples of how service advisors have successfully implemented it to drive results. Learn how a small note can make a big impact on your service interactions and improve customer satisfaction. 
 
Mastering the MPI Call
Gain valuable insights into the art of conducting Multi-Point Inspection (MPI) calls to propose additional work and secure customer approvals. We compare a standard call to an enhanced "2.0" call, highlighting the importance of communication skills, active listening, and building rapport with customers. By mastering the MPI call process, you can increase line items and drive profitability for your dealership.
 
Demonstrating Your Value
We explore practical strategies for reminding customers of your unique value as a service advisor. From sharing success stories to highlighting your expertise and dedication, we discuss ways to differentiate yourself and strengthen customer relationships. By focusing on building trust and showcasing your worth, you can set yourself apart and enhance customer loyalty.
 
Thank you for tuning in to this episode of Dealer Talk with Jen Suzuki! We hope you found these tips and techniques valuable for improving your performance as a service advisor in a car dealership. By mastering the art of personal connection, leveraging the post-it note technique, refining your MPI calls, and demonstrating your value to customers, you can elevate your service interactions and drive success in your role. Stay tuned for more insights and strategies to help you thrive in the dynamic world of automotive service advising.
 
Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  
 
🔥Check out our sponsors!🔥
 
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
 
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
 
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.