Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Show Notes

• Watch Full Video Episode


• Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit


• Call Handling Process (00:02:14 )


• Continuous Education vs. Training (00:04:25 )


• Understanding Customer Communication (00:05:38 )


• Conversion Rates and Call Handling (00:07:42 )


• Complacency in Communication (00:09:10 )


• Sentiment Analysis (00:09:37 )


• Predictive Indicators (00:11:16 )


• Coaching Service Advisors (00:12:42 )


• Using Transcripts for Review (00:14:33 )


• Talk Time Metrics (00:15:51 )


• The Importance of Asking for Sales (00:20:08 )


• Encouraging Customer Engagement (00:20:27 )


• Shifting Mindsets to 'Say Yes' (00:21:09 )


• Client Advocate Concept (00:22:25 )


• Utilizing Coaching and Training (00:24:08 )


• Time Efficiency in Call Coaching (00:25:05 )


• First Impressions Matter (00:28:16 )


• Impact of Communication on Sales Growth (00:29:36 )


• Digital Communication Platforms (00:31:02 )


• Business Continuity Planning (00:32:39 )


• Technology's Role in Customer Relationships (00:34:31 )


• Understanding Call Handling Expectations (00:35:42 )


• Emotional Overtones in Feedback (00:36:39 )


• Creating Training Opportunities (00:36:56 )


• Defining Success in Call Handling (00:37:32 )

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX - Now more than ever. https://www.aapexshow.com/

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

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