Margie Seyfer - Automotive Speaker

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Lip Service Attitude is Infectious! Selling From the Inside Out

LIP SERVICE
FIRST CLASS TELEPHONE SKILLS
AMI APPROVED
For Automotive Parts or Service Businesses

This hands-on experiential workshop is tailored specifically to either parts
or service businesses. Even though this outline appears similar the differences
are vast and relative to the different call loads each experiences in their
day-to-day customer contacts.

YOUR PEOPLE WILL LEARN HOW TO:

Secret shopper taped recorded calls to ten stores— Played back and evaluated at session
Identify attitudes that foster poor customer service
a customer service survey (Parts)
Deliver a “knock your socks off” telephone greeting
Use their voice to paint a positive image
Maintain energy after the 300th call
Respond to long hold or queue times, 18 rings or coughing when answering
the phone
Properly place a caller on hold and what to say when releasing the “held” caller
Understand the way auto repair shops sell time (Parts)
Ask for the sale
Improve their vocabulary with thirteen “phrases that pay” rather than offend
Realize that words like “I’m sorry”, “ma’am” and “I’ll have to” affect people negatively. (Service)
Voicemail effectiveness (Service) Replace “I’m away from my office or…”
Reduce dropped calls by 1/2 or more
Capture the sale before you lose it (Parts)
Replace rude responses like “hang on”, “nope”, “yep”, “who’s next?” (Parts)
Call them by name—eliminating “buddy” and “partner” (Parts)
Identify words that improve customer rapport
Improve everyday statements such as “Do you mind” and “No Problem.”
Stay positive to guarantee success with customers and co-workers
Tons of tiny techniques that will WOW your customers
Follow up secret shopper calls by participants with a written report

WHO SHOULD ATTEND:
Everyone in your organization who has contact with customers

SESSION LENGTH :
Three hour accredited AMI training course
Please add 15 minutes to session length for each break

ADDITIONAL SERVICE :
Two on-site secret shopper store visits with written report detailing 12 or more
areas of customer service and perception. This service is provided based on speaker arriving at destination with ample time and a car in order to provide such service.

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ATTITUDE IS INFECTIOUS!
AMI APPROVED

The most successful small businesses are those where there is mutual
respect and input of ideas by employees. It is an environment that
supports employees as a team. Many times in the automotive business, implementing a team concept is viewed as unworkable. This workshop
will dispel that myth and show owners and employees how to implement
a team concept both with technicians and front office staff.

ACTIVITIES INCLUDE:

Attitude self assessment
How to rev up our vocabulary to energize our people as well as ourselves
Ten traits of positive people and root causes of poor attitudes
Determining the results of negativity at work
Neutralizing the US Vs THEM mindset
Managing your mouth - eliminating why, won’t, can’t, don’t, they
Managing anger effectively—visualizing how we will react in advance
Two points of view – Exploring how to find the positive beyond the negative first reaction
Recalling our best/worst boss—how we would want to be treated as employees
Learning how to conduct activity based conflict resolution exercises which open communication
Five tips for fostering team spirit in an automotive business
The under utilized power of the written thank you note
Eight ways owners can create a workplace employees will never want to leave—and not one of them is about money
Improving your attitude culture—what are you going to do about it?

Additional topics can be incorporated into this program. All of the above topics are included in a three hour program.

SESSION LENGTH :
Three hour accredited AMI training course
Please add 15 minutes to session length for each break

PURPOSE/RESULT:
Creating a healthy, supportive and productive work environment

WHO SHOULD ATTEND:
Owners and management level personnel and spouses, if desired

This training includes real life experiences from automotive shops around the country

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SELLING FROM THE INSIDE OUT
AMI APPROVED
For Automotive Parts or Service Businesses

This training helps us learn how to sell services and products based on customer personality styles. Participants will explore the four widely diverse personality
styles and come to understand what each style’s driving force is which will result
in improved customer retention and sales.

Participants will complete an electronic (on-line) profile or a Profile Preview (c) to get a whole new switched-on awareness of themselves and others. A DVD of the four personality styles speaking directly to the participants as to their needs and expectations plus a 45 minute humorous overview of the four styles enhances the learning.

YOUR PEOPLE WILL LEARN HOW TO:

Identify their own personality style
Identify ways in which their personality style complements or conflicts with other styles
Identify customer styles and how to better approach the customer based on their needs
Bridge temperaments of customers
Profile a customer who is easy to communicate with and understand why
Profile a customer who is difficult to communicate with and understand why
Listen for clues in identifying customer styles
Identify key motivators each personality style needs in order to buy from us
Understand the key fears of each personality style and what causes them
not to buy
Communicate in a style different from their own
Develop competencies in a variety of selling situations
Develop long-term relationships that lead to repeat sales

PURPOSE/RESULT:
Help automotive service and parts professionals to be more confident in
their sales approach and to create trusting, collaborative and mutually
profitable customer relationships.

SESSION LENGTH :
Three to six hour accredited AMI training course
Please add 15 minutes to session length for each break

WHO SHOULD ATTEND:
Those who desire to sell more, retain customers and reduce stress

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