By Elite Worldwide Inc.
Elite’s industry acclaimed Online Phone Skills Training, sponsored by Jasper Engines & Transmissions, has been proven to not only help shops bring in more new customers, but do so in a way that demonstrates your professionalism, your ethics, and shows your customers and callers that you truly care about them.
Here are just a few of the topics that will be covered during the three 45-minute modules (Weds, 7/17 through Weds, 7/31):
- Winning the confidence of those difficult first-time callers
- Effectively handling tough, persistent price shoppers
- Handling the most common and most difficult sales objections
- Understanding your callers and their emotional minds
- Using several proven techniques and tips to close more repair and service sales
- Converting your priceless callers into rock-solid appointments
It's only $179 to enroll, and availability is limited, so visit or Online Phone Skills page to learn more or reserve your seat today: https://www.eliteworldwide.com/phone-skills-training-for-auto-repair-shops.html
By Elite Worldwide Inc.
If you’re running (or have run) a world class auto repair shop, and would like to spend as little as 4-5 hours per week giving back to the industry that has given you so much, while earning a great income at the same time, then this is the perfect opportunity. Elite is looking for business development coaches who would like to share their knowledge so that other shop owners can have the opportunity to walk in their shoes and become more successful.
All Elite coaches must meet the following qualifications:
At least 5 years experience as a successful owner operator
A track record of verifiable business success that includes a 5-star reputation in the community
A strong commitment to ethics
A positive attitude
Great communication skills
A great personality A + references
A willingness to submit to a background investigation
A willingness to embrace and live by our mission statement
If you qualify, we would love to work with you to change the lives of shop owners facing challenges that you’ve already overcome. Please send an email that communicates your specific accomplishments as a shop owner and any statistics on the shop(s) that you’ve run to [email protected], or visit https://www.eliteworldwide.com/careers-that-change-lives.ht… to learn more.
By Elite Worldwide Inc.
BY Bob Cooper
If your shop’s not generating the sales you need, you may very well need more customers, but before you start pumping more of your hard-earned money into your advertising campaigns, you may want to take advantage of this easy-to-use Elite checklist to see where you may be losing valuable sales.
The Proper Goals in Place – As a shop owner you need to ensure you set daily sales and car count goals. These can be easily created by simply breaking down your monthly goals. In addition to car count and sales goals, you need to ensure you have a closing ratio goal in place for bringing in those first-time callers.
A Competent Team that Believes – You’ll need to have a team of superstars who are gifted at what they do. Beyond that, they’ll need to believe in proper, professional and ethical inspections of every vehicle. Your advisors will need to believe in your technicians and their recommendations, in the services you offer, and that the prices you charge are a good value for your customers.
The Right Customers – You’ll need to ensure you have the right customers on the other side of your service counter. With the wrong customers you will inevitably lose sales at the point of sale, your ARO (and efficiencies) will drop, the sales process with each customer will take more time (and subsequently cost you more), your comeback rate will increase, and you will get less favorable reviews. If that’s not all damaging enough, when the wrong customers decide to decline all the services you’ve recommended, your techs (and advisors) will become frustrated, which leads to poor morale, a decline in productivity and higher employee turnover.
The Right Telephone Procedures - Putting first things first, you need to make sure that everyone who picks up your phone is properly trained. Also bear in mind that what you hear when you are at your shop may not be what the callers are hearing when you’re not around. Accordingly, you may want to records all calls, or have mystery calls made to your shop on a random basis. It’s senseless to keep pumping money into advertising campaigns if the leads are being lost when they call your shop.
The Right Procedures for Handing Web Leads – When someone reaches out to you over the web, time is of the essence. In addition, you need to have a clear policy in place for how those leads are going to be followed up with, by whom, and when. Remember, the primary objective with every web lead is to get them on the phone as soon as possible so you can start building the relationship you need for the ensuing sales.
Proper Vehicle Inspections – You need to ensure that every vehicle is properly inspected every time, and that all discoveries are properly documented. Ideally the inspections will be performed digitally so that your techs can be more efficient with their time, and your advisors can communicate with your customers more effectively. In today’s age of technology, there is no longer any valid reason for a shop to still be performing handwritten inspections. In addition to all the efficiencies, digital inspections will build customer confidence that is so desperately needed in today’s competitive environment.
The Right Pricing Structure – In all cases you need to ensure your prices are competitive for the value delivered. By no means does this mean you need to be the cheapest shop in town. What I am suggesting is that your prices need to be competitive with other top shops in your community that offer similar value. The right pricing structure also mandates that you have a clear policy in place for when you will begin charging for your time and services. In essence, to what extent will you help, or provide service to a customer, before they will be required to pay? Lastly, in order to maximize your sales you need to ensure your advisors are charging the appropriate prices for all of your diagnostic services.
Proper Estimating – There is no question that your sales will be dependent on every job being properly estimated. At any given time you should be able to review reports that reflect what we at Elite refer to as the “Total Discovered Services”. In essence, this is a report that shows the true sales potential of your shop, not only for the past year, but for the past month, week and any given day as well. Remember, your advisors can’t sell it if it’s not on the estimate.
Complete & Proper Disclosure – In order to provide exceptional service to your customers, and maximize your sales, your advisors need to ensure they never pre-judge or pre-qualify any customer. To pre-judge simply means the advisor feels the customer won’t authorize the repairs, and to pre-qualify means the advisor feels the customer does not have the financial wherewithal to pay for the necessary services. We have also found over the years that there are many advisors who hold back on their disclosures to their first-time customers because they’re afraid to scare the customer away. Unfortunately, this practice not only leads to a decline in sales, but when the customer later discovers that there is something your advisor did not disclose to them, your reputation with that customer will be irreparably damaged.
Utilizing the Proper Sales Procedures – In all cases, your advisors need to be properly trained how to sell. Beyond having the necessary knowledge of automobiles, your products, and your services, they need to know how to help your customers make the right decisions. If you find your advisors are closing less than 50% of the total discovered services, you need to look for the failures, and you need to do so immediately.
Advisors Monitoring & Measuring Their Own Performance – Each morning your advisors need to create a daily goal sheet that reflects both their daily sales and car count goals at the top. When a repair order is written, they should then strike a line through the current car count goal, and write the revised goal beneath. They’ll need to use this same procedure in tracking their sales performance. By taking this approach, at any given moment they will know exactly how many cars they still need to bring in that day in order to reach their daily car count goal, and they’ll know what they have left to sell that day as well. By reaching either of these daily goals by the end of their day, they’ll be able to go home feeling great about what they were able to achieve. In addition to the goal sheet, your advisors need to have a call log by their phone to keep track of their lost calls.
For those of you who feel having daily sales goals in place may cause your advisors to sell services that don’t need to be sold, consider that if this occurs, the problem isn’t with the system, but with the advisor. When you have the right people with the right principles, they understand that reaching their sales goals doesn’t include selling services that don’t need to be sold. They can reach their goals by being more efficient with the vehicles they have in the shop, and when necessary, bringing in more customers. As an added note, I used this daily goal setting strategy at the shops that I owned, and it enabled me to generate outstanding sales. I have also noticed that as soon as our clients start using this procedure, it is not uncommon for their sales to increase 10-15%, with no other changes.
The Shop Owner Doing Their Job – It is the responsibility of the shop owner to not only ensure all the above policies and procedures are in place, but to ensure they have the right people, that their techs and advisors are properly trained by the best trainers, and that they’re monitoring, measuring and praising the positive performance of all their employees. This responsibility also includes performing mystery calls (or recording all calls), spot checking vehicle inspections, watching for trends, doing repair order reviews with their advisors, and performing role-plays.
A Companywide Commitment to Principles – To maximize your sales and build a really great business at the same time, you need to create a list of Guiding Principles, you need to share them with your entire team on a consistent basis, and you need to ensure everyone on your team lives by them each and every day. If you do, and apply the procedures listed above, then not only will you reach your sales goals, but you’ll do so in a way that makes you and your entire team proud.
“Since 1990, Bob Cooper has been the president of Elite (www.EliteWorldwide.com), a company that strives to help shop owners reach their goals and live happier lives, while elevating the industry at the same time. The company offers coaching and training from the industry’s top shop owners, service advisor training, peer groups, along with online and in-class sales, marketing and shop management courses. You can contact Elite at [email protected], or by calling 800-204-3548."
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By Elite Worldwide Inc.
Elite Pro Service is a peer group made up of 90 of the most successful shop owners in North America, and is always full, but as of 11/14 we have a couple of rare openings! "Rare" isn't an exaggeration, as well over half of the 90 shop owners in this peer group have been members since Pro Service was started over 10 years ago.
In a world where information is everywhere, it is the quality of the information you have access to that will separate you from the competition, and at Elite we feel there's no equal to the quality of real-time data and best practices that come directly from 90 of the industry's top shop owners.
Pro Service is more than a “20 Group” process; it is a community. Not only do our Colleagues believe that 90 minds are better than the standard 10-20 that are most groups, but just about every colleague will tell you that Pro Service has connected them with lifelong friends. There have been several occasions where a Colleague was in trouble with their business, and other Colleagues would “jump on a plane” to help them in any way they could.
Pro Service is a caring culture. It’s not only about increasing profits, but about becoming better leaders who create better lives for their employees, take better care of their customers, and make more meaningful impacts on their communities. It’s about achieving personal and business success, but also about elevating our great industry and every life it touches. It is worth your time to visit the Pro Service web page to learn more.
Pro Service Benefits
90 successful, business savvy shop owners working with you to improve your shop’s performance One-on-one coaching from a nationally recognized business coach with over 20 years of coaching experience and over 40 years spent in the Automotive industry Comprehensive host shop meetings performed twice a year, including onsite shop visits, collaboration and training to provide immediate solutions to current issues Yearly Pro Service Conference with training from outside the industry addressing leadership, marketing, recruiting, employee retention, succession planning and more! Monthly online meetings to keep you tuned up Information-rich financial Dashboard with charting, trending and analytics to benchmark performance Extensive library of information resources developed for owners, service advisors, managers and technical staff Support 24/7 To learn more or to find out if you qualify, visit the Elite Pro Service web page: https://www.eliteworldwide.com/20-group.html
By Elite Worldwide Inc.
Elite is proud to announce that we are partnering with BOLT ON TECHNOLOGY to help auto repair shop owners become more successful. When choosing to partner with a company we always take a careful look at their principles, at their ability to help shop owners, and at the impact they're having on the industry. BOLT ON has been able to exceed our most optimistic expectations in all of these categories, so it's truly an honor to be able to partner with them.
BOLT ON and Elite will elevate the auto repair industry by making it more sophisticated, attractive to a new generation of shop owners, perpetuating ethics-based business practices, and overall creating better opportunities for success. The valuable technology and education provided by the companies will give shop owners the critical tools needed to improve car counts, AROs and customer trust.
BOLT ON provides an award-winning suite of shop management products that makes shops more attractive to prospective employees and customers. Each tool helps shops operate efficiently by streamlining scheduling and updating customer information, producing more accurate reporting, strengthening customer communication through digital inspection capabilities and allowing managers to stay on top of business performance. Elite provides shop owners premium training in business practices such as recruiting courses, marketing courses, phone skills and sales training, peer group meetings and comprehensive coaching programs where every Elite coach is the past or present owner of a very successful auto repair business.
“We’re proud of our partnership with BOLT ON TECHNOLOGY because of all the synergy between the two companies both in our cultures and overall goals,” says Bob Cooper, founder and President of Elite. “Our belief is that every shop owner needs both the right people and the right systems to reach their potential, and this partnership helps them achieve both objectives.”
“The key to fulfilling our mission is making every resource available to our customers that will improve their business,” says Mike Risich, founder and CEO of BOLT ON TECHNOLOGY. “We’re extremely excited about our partnership with Elite because the best solution for a shop that wants to grow is not just to train management or implement new technology, but to utilize both.”
About BOLT ON TECHNOLOGY
BOLT ON TECHNOLOGY equips the automotive repair and maintenance aftermarket with award-winning technology tools to improve customer communication. The company's technology instantly transmits photos, videos and text messages to communicate automotive repair details, thereby increasing customer trust, boosting sales and empowering shops to build long-term customer relationships. Along with ongoing training and support, BOLT ON's mobile and digital tools also reduce problems inherent in the service process, while increasing shop productivity, revenue, and customer satisfaction.
For more information, visit www.boltontechnology.com or call 610-400-1019.
Elite was founded in 1990 with two primary goals in mind: To help shop owners build more profitable, successful businesses, and to give back to an industry we love. Elite’s services help shops identify business challenges, and improve in the areas of sales, marketing, employee management, recruiting and all facets of shop management so that they may reach their full potential.
Elite hires only coaches and trainers with extraordinary track records of success, who share these goals and have the same passion for making this industry a better place by improving the lives of shop owners, their employees, their customers and their communities.
For more information, visit www.eliteworldwide.com or call 1-800-204-3548.