By Joe Marconi
The other day, a customer asked my service advisor, if he would price match a set of tires. This customer got an online quote from the internet; a local TIre Store know for discouting tires.
My rule, I don't price match. My prices are competive and fair.
Would you price match just to get the job, and sacrifice profit? Remember, no one really knows the true cost of any service or repair until the car is in the shop. So, internet quotes are not set in stone.
RALEIGH, N.C.--(BUSINESS WIRE)--Nov. 1, 2019-- Advance Auto Parts, Inc. (NYSE: AAP), a leading automotive aftermarket parts provider, has launched a new learning management system designed to provide training programs that grow an automotive professional’s knowledge and skills throughout their entire career. Advance regularly serves more than 26,000 individuals in North America each year with training courses offered through the company’s Carquest Technical Institute (CTI) and Worldpac Training Institute (WTI) programs.
Training from Advance now combines courses available online and in the classroom from CTI+WTI into an integrated training solution, giving aftermarket professionals access to a robust library of technical training and business management education. Career Pathways, which feature a structured set of online and classroom events to establish mastery of technical and business competencies, are currently targeted to the General Service Technician and Professional Technician, with Senior Technician, Master Technician, and a number of specialist programs coming by the end of the year.
“Delivering quality training is critical to addressing the technician shortage facing the automotive industry,” said Chris Chesney, Senior Director of Customer Training at Advance. “Integrating the expertise and curriculum of CTI+WTI into a centralized, easy-to-use platform enables Advance to go to market with an unrivaled training program. No matter what stage a person is in the life of their career, training is crucial to their long-term success.”
Shop owners can track the progress of their technicians and staff through Career Pathways specific to the type of work they perform at their shop. Training participants receive certifications within the CTI+WTI platform as they complete training programs and advance in their career.
“The advancement of automotive technology requires that our industry has access to leading edge training to keep pace with modern vehicle systems,” said Rob Morrell, Senior Director of Customer Training at Worldpac. “CTI+WTI’s new learning management system enables national accounts and independent shops alike to help attract, retain and grow talent.”
CTI+WTI have hosted more than 45,000 training events in the organizations’ 20-plus year histories. For more information, visit CTIonline.com or WTIonline.com.
About Advance Auto Parts
Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers. As of July 13, 2019, Advance operated 4,912 stores and 150 Worldpac branches in the United States, Canada, Puerto Rico and the U.S. Virgin Islands. The Company also serves 1,250 independently owned Carquest branded stores across these locations in addition to Mexico, the Bahamas, Turks and Caicos and British Virgin Islands. Additional information about Advance, including employment opportunities, customer services, and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20191101005436/en/
Source: Advance Auto Parts, Inc.
T: (540) 589-8102
E: [email protected]
T: (919) 227-5466
E: [email protected]
By Jonathan Ganther
Hey guys. I'm new to the forum and was looking for this subject but couldn't find it. Sorry If I'm posted something that's already been discussed. I own a brake shop in Austin, TX. We do anywhere from 10-20 brake jobs a day. We only do brakes so I don't know how much full service auto shops deal with this problem but... Customers are constantly calling in claiming they've bought the best parts or they want to provide their own parts because they've done research and know what is best. This drives me crazy. First of all they don't know whats best. Then after being told no they get offended and act like tons of shops allow this. What is the best way to handle these customers? Just send them away? I'll quote them a price using our parts and they act as though its a rip off. What shops are doing this for their customers? I feel like I'm letting jobs get away from me. Any experience with this?
By Elite Worldwide Inc.
Elite's AMI accredited Online High Impact Course, sponsored by Jasper Engines & Transmissions, starts October 16th!
This industry acclaimed online service advisor training course is delivered by 2019 Ratchet & Wrench All-Star Award winner Jen Monclus, and has been proven to generate both happier customers and higher sales.
Here are a few of the topics that will be covered:
- Selling multiple repairs & big ticket items
- Selling diagnostic testing & maintenance
- Building powerful relationships in 60 seconds
- Overcoming the most challenging sales objections
- Generating more repeat and referral business
- Presenting service recommendations in a way that makes customers want to buy
- Note: Course will come with a workbook, homework assignments and testing to ensure accountability and lasting results
It's only $179 to enroll, and seating is limited, so call 800-204-3548 or visit our Online High Impact page to secure your advisor's spot today!
Our Service writer is paid 8% on all sales. When he is off for 2 days, we have another hourly person that service writes. My question is we pay the SW that was off for 2 days 8% on all sales, but take them as vacation days. The person filling in (he does a great job) pay him the difference if he was service writing and would be commission. Looking to see if somebody has a better solution. If the regular SW is on vacation, I can figure the sales from his last day till he comes back. That is not a problem
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How I went from an average credit card transaction of $360 in November of 2013 to $805 in October of 2019...
Everyone wants change to be easy.
Everyone wants to kill it in their craft.
How many of you are ready to put in the work? Take an inside look at the lessons we learned while transforming our business over the last 7 years. We're going to discover how we evaluated Joman in 2013 and how we designed CAR to streamline service, period.
I sat in several classes at AAPEX where I felt like everyone was talking about the things we spent the last 7 years building, so now I'm going to tell you how we did it and why our platform is the integral internal process that can replicate this machine anywhere on the planet where service is performed.
If Amazon were a store, how could it possibly look or operate.
Walk in, what level would you like to go on? Tech? Oh you just need an 'iPhone cable 6ft'? Got you, here's the one we recommend, along with a few others on the shelf. Want to see which is best rated? Lowest price? Manufacturer? How fast can you get it? Let me see this one; check some reviews, some comments... Ok, here's the one I need and it'll be at my house tomorrow? Awesome, thanks! Oh what's that, you need 2... your cord in your car looks the same? No worries! Still want it tomorrow? See you then! Now, with that frame of reference... look at your own business.
What you must remember is that even though you are not Amazon, customers have been conditioned to have a frictionless approach to transactions. That's why your largest competitor is yourself and your ability to adapt to this evolved phase of business consistency... that you are also a part of.
When a customer walks in your door, what do they see?
Must Have | HARD: Smile, let everything go that may be happening in life and get ready to deal with someone else's problem. Must Have: Counter/Desk clean and organized? Must Have: Computer ready to go? Unless you use CAR, then you can just take out your phone or the tablet we provide to every employee. Almost Must Have: A clean waiting room with available chairs? If not available for good reasons, that's a plus here. Like, there are other customers filling their space. Almost Must Have: Do you look like a disaster? *PS I did for years, still do sometimes. We all have off days.* Nice To Have:Water bottles handy? Maybe a coffee machine, if you have the space. The Hardest Goal: How clean is your shop? The internet doesn't need a smile or a clean office/shop, the internet is a place where business is done based on price or features and sometimes... both. You're in the business of service, competing against everyone from the other local guy to the large marketing firms with endless budgets. And it's evolving, faster than you've ever imagined.
If you're standing still, you're going to lose out on a great opportunity to evolve as a business and as a person, and possibly make the most money ever by providing good and honest service.
Phase 1 is to get you to think about your position in the market place. Compare yourself to the impossible, because doing so will open your mind to potential solutions to frictions that exist in your business today, by just thinking about them.
When Jeff Bezos evolved Amazon, he wasn't trying to provide the lowest price on products. He was and is trying to fulfill what his customers want, cheaper pricing on goods and near instant delivery. He's delivered on both. Your customers expectations are different, and if your service level is built on trust, price becomes much less of a barrier.
Tune in next week, where we continue this series of... How to evolve my auto repair business. I had a really great title for this series, but it was stolen and trademarked.
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