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• Sam Dantzler• Powersports Industry Consultant
“I’ll Play QB This Play. You Guys Get Open.”
Must have SALES Process• What is Step 3 of your process?• Upsell & Add-On x 2• Item of the week – we don’t know• Bucket One… we WANT it!
Pay Plans• Owners - How much of your pay
last year was guaranteed?• Paid like salespeople or clerks• Nordstrom's shoe department• Paying on P&A, Svc to the house• Triggers & Multipliers
Role of the Service Advisor• Technician = NO, Salesperson = YES• Bedside Manner is critical• Inspect & Report critical• I still pay for the Doctor to tell me
what’s wrong.
Discounts vs. Add-Ons• Profitability formulas• 40-15-25 or 30-15-20? = 20% less• 20-15-5, 20% off is 40% less cash!• 5:1 or 1:5?• 200-75-125 or 200-15-175?• 47% more cash!
M.A.S.H.• Triage Unit, all about efficiency• Helpers help, Nurses nurse, Doctors
Doctor
Support Ratios• Best H-D shops are running 1.2
support for every 1 technician• What’s your labor rate?• Quarterbacks Selling Hot Dogs• Grooming future techs
The Walk-Around• Why do a walk-around?
Welcome Board
Thanks and Invite BackHow long does it take???
1. You are smart2. Minimize buyer’s remorse
3. Genuine “Thank You”4. Come back
5. Story6. Referrals
Keep Score• You are emotionally vested when
you know the score.• Hawthorne Effect• When do we make behavioral
changes?• Daily scorecards
How can you make the decision without the data?
Priority Maintenance• Tool for RETENTION, not PROFIT• Selling at Service Writer position• Discount, Free, Priority• Great tool for unit sales
department
Sales sells #1, SVC sells 2&3 • Loyalty is 100% tied to having an
EMOTIONAL experience – Franklin Covey• Nordstrom’s Blind
Date Philosophy
Summary
• Have a sales process – Pay like sales• All about efficiency• Cute baby!• Keep score• Retention, retention, retention• Loyalty is a FEELING
How to find me!
• Sam Dantzler
