Tele-selling – WP1
A new reality is approaching, by now everyone has been affected by “telemarketing”. Customers and consumers are starting to resist it. That is clear from the laws that are being presented and passed. Customers want service, they want customer service calls. As a result the rules that are set for your telemarketing program should emphasize your wish to have an effective telemarketing program to provide your customer base with high quality customer service. It can be as simple as a word. That word is tele-selling.
Each person has an aura, a reputation in the company or in the market. This presence is a function of many things; knowledge, personality, the quality of voice, the intangibles of attitude. It is the feeling of trust that the customer has in the person on the other end of the telephone. This is a condition that is earned and achieved it is not something that can be mandated.
In telephone selling the customer either has called with the need or you are calling to see if there is a need. Yet now we confront the dilemma. Rarely, if ever, has anybody provided training on tele-selling. This program will provide you with an outline, an approach, to use when selling on the telephone. This program will provide you with a plan, a structure, and with this structure your tele-selling future can get off to a successful start.
A little of the lighter side
Went to see a performance by Gary Mule Deer. Everyone should have a chance at seeing this talented man. Check him out on YouTube. There is a variety of clips available to view. Enjoy.
Friday Filosophy #2013-03
We can never make peace in the outer world until we make peace with ourselves.
Dalai Lama
You cannot depend on your eyes when your imagination is out of focus.
Mark Twain
I suppose leadership at one time meant muscles; but today it means getting along with people.
Mohandas Gandhi
The time is now…..
Friday Filosophy #2013-02
Leadership is practiced not so much in words as in attitude and in actions.
Harold S. Geneen
If you care at all, you’ll get results. If you care enough, you’ll get incredible results.
Jim Rohn
A man is a success if he gets up in the morning and gets to bed at night, and in between he does what he wants to do.
Bob Dylan
The time is now…..
CL v1.1
I was running through past comments and came across one from Christian Leboutin who contributed a quote that comes to us from Publilus Syrus “It is a very hard undertaking to seek to please everybody.”
This should have a corollary “If is everything is important then nothing is.”
The time is now.
Parts Pricing February 13th 12:00 Noon Pacific
Pricing – WP4
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. Looking into the new approach of applying a “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. 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 webinar will be beneficial for anyone in the parts business that is touching customers with the responsibility for selling or customer service.
Warehousing February 13th 9:00 AM Pacific
Warehousing – WP3
That big area in your facility stuffed with parts can and should be a showcase for your dealership. A distribution center which has been designed and developed to be space effective, productive and safe is a wondrous thing. Not many equipment dealerships have such a warehouse. Do they? A warehouse stores parts, it requires that there are aisles for people and equipment to perform the order picking and receiving functions as well as the physical counts. It also has to have packing and shipping benches as well as staging areas for inbound and outbound shipments. And finally there are the shipping and receiving docks.
This webinar will present warehouse theory from what the location number should consist of to the sizing principals to use in determining the storage space required. It will expose different picking methods and the appropriate storage media and material handling equipment for each. The metrics of picking and packing, storage efficiency, shipping and receiving and dock handling will be developed.
The overall sizing theory of cubic and square foot requirements for each part number stored and systems to utilize that will tell you which location size should be used for which part and how many of each of these location sizes are required helps with the designs and layouts of your warehouse in a manner that can be used by everyone. This is a common sense expose of a little understood area in a dealership: The warehouse.
Basic Inventory Control February 12th 12:00 Noon Pacific
Basic Inventory Control – WP2
Have we completed the transformation of the inventory from being managed by people to being controlled by systems? This webinar will reintroduce the fundamentals of Inventory Control so that everyone can understand why we have the parts we have and don’t have the parts we don’t have. In the market today customers and demanding more service from suppliers and suppliers are shrinking assets at the same time. That is quite a contradiction and one which is impossible to explain without knowledge of the subject. How do we expect the customer contact personnel to be able to serve customers without understanding Inventory Management? This webinar solves that problem.
The basics of order point and order quantity theory will be discussed and explained in a style that is simple yet clear. Lead times, order costs and carrying charges will be exposed and details given as to their content. The fundamental metrics to employ to maintain control of the performance from the inventory rules in the dealer business system will also be covered.
Finally the Backorder Analysis function will be described in detail such that the participants can proceed from the webinar to the operation and conduct this analysis and determine what it is that is causing backorders and what they should do about it. The program will provide you with the understanding and tools necessary to manage a parts inventory more effectively.
TeleSelling February 12th 9:00 AM Pacific
Tele-selling – WP1
A new reality is approaching, by now everyone has been affected by “telemarketing”. Customers and consumers are starting to resist it. That is clear from the laws that are being presented and passed. Customers want service, they want customer service calls. As a result the rules that are set for your telemarketing program should emphasize your wish to have an effective telemarketing program to provide your customer base with high quality customer service. It can be as simple as a word. That word is tele-selling.
Each person has an aura, a reputation in the company or in the market. This presence is a function of many things; knowledge, personality, the quality of voice, the intangibles of attitude. It is the feeling of trust that the customer has in the person on the other end of the telephone. This is a condition that is earned and achieved it is not something that can be mandated.
In telephone selling the customer either has called with the need or you are calling to see if there is a need. Yet now we confront the dilemma. Rarely, if ever, has anybody provided training on tele-selling. This program will provide you with an outline, an approach, to use when selling on the telephone. This program will provide you with a plan, a structure, and with this structure your tele-selling future can get off to a successful start.
Training Tidbit #3
Webinars are a terrific tool to transmit information to people doing the job. Our webinars last about an hour, are subject specific, allow more than one person in the room and are inexpensive at $95.00.
They are the usual format. It is a GoToMeeting style with slides showing bullet points related to the topic being discussed. There is a short Q&A at the end to allow for clarification or expansion on the topic at hand.
In February we are offering a series of webinars on the operations of a Parts Department as well as the operations of a Service Department in the Capital Goods Industries.
For the Parts Group
For the Service Group
Those of you that have not attended one of these informative webinars should make the time and register. You won’t be sorry. The time is now.
Management Musings 2.3
Let’s start a New Year – 2013 Practice. How about you take a process, any process and give it a fresh review?
Sit with your group and talk about the things that you do. Discuss them openly and without bias. Choose something that someone thinks might be done a little bit better. Have them take responsibility for a review of that process in the coming week with a report back to the group the following Friday. Then select a new one the following week and so on.
At the end of the year you will have had fifty two processes reviewed. The priority will have come from the group itself not you and one of your team members will have led the review and reported the findings back to the group. This should result in more engaged and motivated team members. They will all have their fingertprints all over everything that you do as a team.
The time is now.