MCE: Parts Standards of Performance (ENG)

What does it looks like when it is right? Performance in a Parts Department must maximize productivity, manage assets, and satisfy customers.  The first step to understanding and accepting what needs to be done is to have meaningful, measureable and achievable standards. How to develop your own standards and yet continue to reach for excellence is the theme in this class.

Individual employees want to do a good job, yet many do not know what doing a good job entails. This is a fundamental requirement of good management: communicating performance expectations and measures to the employees. In this webinar we will cover the fundamentals exposed by Patrick Lencioni in his important book “The Three Signs of a Miserable Job.”  Anonymity, Irrelevance and Immeasureability are the three symptoms of this disease which leads to the “Sunday Blues.”

Each employee can also deliver more than they think they can, yet each is fundamentally lazy. Leadership methods to entice or motivate employees to deliver good performance for coworkers, customers and the Company will be discussed in this extremely important program.

MCE: Parts Segmentation WDC (ENG)

Marketing is the process of identifying and satisfying customer needs. That process becomes impossible with the thousands and thousands of customers that you have in your assigned area of responsibility (AOR). As a result of that truth, it becomes important to be able to find out what the customer needs and wants, and then to be able to find common elements of their business that will allow you to group them with other customers of common needs and wants.

That is the aim of market segmentation. Market segmentation is the process by which marketeers divide potential customers into smaller groups that are looking for similar benefits from a product or service. The goal is to isolate a group that prefers these features and benefits, and to develop a sustainable differential advantage that satisfies their needs. All of the methods and processes that are required to perform this are covered in the class.

We cover the industrial focus, the individual demographics, and the psychographics. We also have to assess the dealer strengths and weaknesses, as well as reviewing the same strengths and weaknesses in the competition. All of this and much more is covered in this comprehensive program.

MCE: Parts Segmentation (ENG)

Marketing is the process of identifying and satisfying customer needs. That process becomes impossible with the thousands and thousands of customers that you have in your assigned area of responsibility (AOR). As a result of that truth, it becomes important to be able to find out what the customer needs and wants, and then to be able to find common elements of their business that will allow you to group them with other customers of common needs and wants.

That is the aim of market segmentation. Market segmentation is the process by which marketeers divide potential customers into smaller groups that are looking for similar benefits from a product or service. The goal is to isolate a group that prefers these features and benefits, and to develop a sustainable differential advantage that satisfies their needs. All of the methods and processes that are required to perform this are covered in the class.

We cover the industrial focus, the individual demographics, and the psychographics. We also have to assess the dealer strengths and weaknesses, as well as reviewing the same strengths and weaknesses in the competition. All of this and much more is covered in this comprehensive program.

MCE: Parts Purchasing and Expediting WDC (ENG)

When you have the part in stock you are the same as everyone else. The only part that matters is the one you don’t have in stock. The equipment and parts suppliers have made the ordering process so simple that we have lost sight of expediting and the purchasing function. If a machine is down, the customer wants the part now.

The first rule for a successful parts business is that the employees will not go home until every part that every customer or mechanic has ordered is either supplied, or the location from which it can be shipped is located. That doesn’t mean leaving it with a supplier that does not have the part on hand. This is expediting with a purpose, and we deal with what to do and how to do it to satisfy “Rule #1.”

Purchasing becomes the last resort in satisfying customer’s needs, as we will deal with the prospect that the part is not available in your supply chain. Finding alternate sources is not easy. Communicating with the customer on their options and penalties is even more challenging. All of the “in’s and out’s” of purchasing and the liabilities associated with supplying a part which is not from your original equipment manufacturer is discussed in detail.

Learn new methods to solve this age-old problem of finding every part that every customer or mechanic wants to have – the same day they want it – and doing that before you go home EVERY night: that is what is at stake in this important class.

MCE: Parts Purchasing and Expediting (ENG)

When you have the part in stock you are the same as everyone else. The only part that matters is the one you don’t have in stock. The equipment and parts suppliers have made the ordering process so simple that we have lost sight of expediting and the purchasing function. If a machine is down, the customer wants the part now.

The first rule for a successful parts business is that the employees will not go home until every part that every customer or mechanic has ordered is either supplied, or the location from which it can be shipped is located. That doesn’t mean leaving it with a supplier that does not have the part on hand. This is expediting with a purpose, and we deal with what to do and how to do it to satisfy “Rule #1.”

Purchasing becomes the last resort in satisfying customer’s needs, as we will deal with the prospect that the part is not available in your supply chain. Finding alternate sources is not easy. Communicating with the customer on their options and penalties is even more challenging. All of the “in’s and out’s” of purchasing and the liabilities associated with supplying a part which is not from your original equipment manufacturer is discussed in detail.

Learn new methods to solve this age-old problem of finding every part that every customer or mechanic wants to have – the same day they want it – and doing that before you go home EVERY night: that is what is at stake in this important class.

MCE: Parts Pricing WDC (ENG)

Your price is a marketing tool, but most of you don’t use it that way. How often have we heard that “your price is too high” or “I can get it down the street for less?” How well customer contact personnel respond to these and other comments about your prices is critically important to your success. The price points you use should be a product of your need to make money and the competitive nature of your marketplace.

Over the years dealers have applied a methodology called “matrix pricing.” This approach started in the 1970’s and it still continues today, well beyond its useful life. We will explain how it works and we will also expose the “new” realities in price theory for the parts business.  We will look into the new approach of applying an “array” of variables to develop a selling price: activity, price, competitiveness, and inventory risk. This four element array leads to several thousand mark ups designed to allow the dealer to attach a price that will be competitive, while at the same time produce an overall gross profit that allows the Company to maintain the profit required to sustain itself.

Learning the impact of a discount on your business is a critical aspect of defending your price. This class will teach you how to see the impact on gross profit and net profit. Learning how to respond to price objections and overcome them is a principle that is important to understand, and is discussed in this webinar. This program will be beneficial for anyone in the parts business that is touching customers with the responsibility for selling or customer service.

MCE: Parts Pricing (ENG)

Your price is a marketing tool, but most of you don’t use it that way. How often have we heard that “your price is too high” or “I can get it down the street for less?” How well customer contact personnel respond to these and other comments about your prices is critically important to your success. The price points you use should be a product of your need to make money and the competitive nature of your marketplace.

Over the years dealers have applied a methodology called “matrix pricing.” This approach started in the 1970’s and it still continues today, well beyond its useful life. We will explain how it works and we will also expose the “new” realities in price theory for the parts business.  We will look into the new approach of applying an “array” of variables to develop a selling price: activity, price, competitiveness, and inventory risk. This four element array leads to several thousand mark ups designed to allow the dealer to attach a price that will be competitive, while at the same time produce an overall gross profit that allows the Company to maintain the profit required to sustain itself.

Learning the impact of a discount on your business is a critical aspect of defending your price. This class will teach you how to see the impact on gross profit and net profit. Learning how to respond to price objections and overcome them is a principle that is important to understand, and is discussed in this webinar. This program will be beneficial for anyone in the parts business that is touching customers with the responsibility for selling or customer service.

MCE: Parts Overcoming Objections WDC (ENG)

The sales process is complicated. With professional selling, we know the methods and the processes. We have an assigned sales territory, and we are responsible for market penetration and market share. But all of that is put in jeopardy if the salesman does not know how to handle the objections that the customer might present.

This is an element of the presentation class. However, because of the importance of overcoming objections, we are going to deal with them exclusively in this program. How these objections are handled can make the difference between a sales success and a failure. This program deals with the methods to employ: the “how to” of overcoming objections. In the sales process, typically you are looking for an order, or at least a positive outcome of the sales call. In order to achieve that outcome it has to be understood that the customer has to learn about what it is that you are selling. In many cases, an objection is simply an indication that the customer does not have enough information yet to make an informed decision.

From keeping your cool, to making the objection specific, and providing compensating factors, everything about the “how to” overcome an objection is exposed. You can’t afford to run the risk of losing a sale by missing this important program.

MCE: Parts Overcoming Objections (ENG)

The sales process is complicated. With professional selling, we know the methods and the processes. We have an assigned sales territory, and we are responsible for market penetration and market share. But all of that is put in jeopardy if the salesman does not know how to handle the objections that the customer might present.

This is an element of the presentation class. However, because of the importance of overcoming objections, we are going to deal with them exclusively in this program. How these objections are handled can make the difference between a sales success and a failure. This program deals with the methods to employ: the “how to” of overcoming objections. In the sales process, typically you are looking for an order, or at least a positive outcome of the sales call. In order to achieve that outcome it has to be understood that the customer has to learn about what it is that you are selling. In many cases, an objection is simply an indication that the customer does not have enough information yet to make an informed decision.

From keeping your cool, to making the objection specific, and providing compensating factors, everything about the “how to” overcome an objection is exposed. You can’t afford to run the risk of losing a sale by missing this important program.

MCE: Parts Marketing WDC (ENG)

In this Basic Marketing class, we explore a broadly misunderstood sector of business. It is much more than mailings, promotions, and tradeshows. It is all of the aspects involved in influencing the customer to purchase your products or services.

Marketing is the science of choosing target markets through the use of market analysis and segmentation. This class exposes all aspects of marketing: Relationship Marketing, Business Marketing, Social Marketing and Internal Marketing. In Relationship Marketing, we focus on suppliers and customers, and the goal is to build loyalty. The Business Marketing is all aspects of the traditional marketing functions: advertising, promotion and communications. Social Marketing looks at everything that impacts society. For instance, the impact on the environment from the use of clean engine technology. Internal Marketing, is the broad communications to all employees of everything that we are doing in the business.

This program covers all the basics of marketing: from the four P’s to the more current addition of SIVA. We expose you to everything involved in basic marketing theory today. Without creating the environment where your product or service is understood, you make the job of selling much more difficult. This program aims to provide you with the tools to use to make selling more successful.