Jack Allman, Co-founder and Chief Commercial Officer of Bumper, shares insights on maximizing results in automotive service departments. He discusses the key differences between good and great after-sales service, emphasizing the importance of being proactive with customers. Jack highlights strategies for dealing with distressed customers, building confidence in service advisors, and navigating shifting customer expectations. He also explores the integration of digital tools with personal interactions and the evolution of automotive payment options to enhance customer satisfaction.
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volunteer_activism ADVICE
Clicks and Bricks in Aftersales
Combine digital and physical processes in aftersales.
Don't rely solely on digital or physical interaction.
insights INSIGHT
Service Advisors vs. Machines
Service advisors often preemptively decide what customers will buy.
Machines or automated systems offer upsells to every customer equally.
volunteer_activism ADVICE
Confident Upselling
Present all necessary work confidently without apology.
Highlight the positive aspects of vehicle health and address required repairs transparently.
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This week we are joined by Jack Allman who is the co founder and the Chief Commercial Officer for Bumper - a company that's really helping service departments maximise every single result.
I think this is so important because everyone knows we're going into tough economic times.
So we will be chatting all about how to maximise upsell and everything in the after sales department.
Here are the highlights:
(03:29) What separates the good from the great in after sales? (10:08) Dealing with distressed customers. (13:45) Don’t assume the customer will say yes. (25:47) How to build confidence in a service advisor. (41:14) The shifting landscape of customer expectations.
About Symco Training:
Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only inspiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.
Selling In The Motor Trade