Fixed Ops Magazine 2024 Vol 21-1 - 66

INDUSTRY INSIGHT BY NICK WILLEY
THE BI-LINGUAL
SERVICE DEPARTMENT
Being in the automotive industry for two decades has
taught me much about not only customers, but also
about the habits of dealership personnel and how
they affect revenue. As a technician, I found the MPI to
be one of the most valuable tools in the toolbox. The
multi-point inspection is one of the most critical components
to a well-oiled service department, yet it often
gets overlooked.
Recently I spoke about advisors working with customers
and selling services through education. However, sometimes
the service advisor has a tough time selling from
the MPI because they don't understand what the technician
is saying, or why. It is crucial to get your technicians
to speak the same language as your advisors, and the
advisors speaking the same language as your average
customer. Here are a couple tips for doing just that.
First off, I recommend training technicians to be
extremely descriptive when addressing a fault they've
found with the vehicle. Often, I've heard the complaint
from techs, " We always write up the MPI but the advisor
never sells anything. " Most often I've found the reason
they aren't selling that job is due to a lack of certainty.
We need those techs explaining in detail what they recommend
and why so the advisor has confidence in it.
Once those advisors feel confident, they need to speak
the language of a customer, and put those things in simple
terms. They can't assume the customer has any idea
what a throttle body does, or any other engine component
for that matter.
Get those advisors speaking both
languages and you'll certainly see
improvements in your ASR sales!
automotive direct hire
DIRECTORY OF ADVERTISERS
Page 5
Automotive Warranty Network
(AWN)
Bellavia Blatt, PC
BendPak / Autostacker
BG Products
CDK Global
CONNEXION
CUSTOMER TRAAC
DealerPRO Training
Dynatron
Fixed Ops Magazine
Fixed Performance Inc.
FrogData
GMS Dealerships
GoMoto
NICK WILLEY owns
Mammoth Training Solutions
A training company dedicated to your
Fixed Ops excellence.
Call him @ 253-844-8067
mammothtrainingsolutions.com
HӦRMANN Doors
InteliChek 1
InteliChek 2
Mile One Leadership
NitroFill
OEM Interactive
Pencilwrench
Proactive Dealer Solutions
QB Business Solutions
RepairPal
RevolutionParts
RYTEC Doors
TCC Total Customer Connect
TechForce Foundation
Ted Ings' FixedOps Roundtable
Page 3
Page 15
Page
8
Page 51
Page 7
Page 13
Page 17
Page 12
Page
59
Page 63
Page
Page
43
33
Page 4
Inside Front Cover
Page
27
Page 64
Page 65
Page 37
Page 14
Page
23
Page 11
Page
29
Page 9
Page 10
Page 55
Page 6
Page 39
Inside Back Cover
Page 47
TradePending
(formerly FIXED OPS DIGITAL)
WarrCloud Page
66
Back Cover
19

http://www.mammothtrainingsolutions.com

Fixed Ops Magazine 2024 Vol 21-1

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-1

Fixed Ops Magazine 2024 Vol 21-1 - 1
Fixed Ops Magazine 2024 Vol 21-1 - 2
Fixed Ops Magazine 2024 Vol 21-1 - 3
Fixed Ops Magazine 2024 Vol 21-1 - 4
Fixed Ops Magazine 2024 Vol 21-1 - 5
Fixed Ops Magazine 2024 Vol 21-1 - 6
Fixed Ops Magazine 2024 Vol 21-1 - 7
Fixed Ops Magazine 2024 Vol 21-1 - 8
Fixed Ops Magazine 2024 Vol 21-1 - 9
Fixed Ops Magazine 2024 Vol 21-1 - 10
Fixed Ops Magazine 2024 Vol 21-1 - 11
Fixed Ops Magazine 2024 Vol 21-1 - 12
Fixed Ops Magazine 2024 Vol 21-1 - 13
Fixed Ops Magazine 2024 Vol 21-1 - 14
Fixed Ops Magazine 2024 Vol 21-1 - 15
Fixed Ops Magazine 2024 Vol 21-1 - 16
Fixed Ops Magazine 2024 Vol 21-1 - 17
Fixed Ops Magazine 2024 Vol 21-1 - 18
Fixed Ops Magazine 2024 Vol 21-1 - 19
Fixed Ops Magazine 2024 Vol 21-1 - 20
Fixed Ops Magazine 2024 Vol 21-1 - 21
Fixed Ops Magazine 2024 Vol 21-1 - 22
Fixed Ops Magazine 2024 Vol 21-1 - 23
Fixed Ops Magazine 2024 Vol 21-1 - 24
Fixed Ops Magazine 2024 Vol 21-1 - 25
Fixed Ops Magazine 2024 Vol 21-1 - 26
Fixed Ops Magazine 2024 Vol 21-1 - 27
Fixed Ops Magazine 2024 Vol 21-1 - 28
Fixed Ops Magazine 2024 Vol 21-1 - 29
Fixed Ops Magazine 2024 Vol 21-1 - 30
Fixed Ops Magazine 2024 Vol 21-1 - 31
Fixed Ops Magazine 2024 Vol 21-1 - 32
Fixed Ops Magazine 2024 Vol 21-1 - 33
Fixed Ops Magazine 2024 Vol 21-1 - 34
Fixed Ops Magazine 2024 Vol 21-1 - 35
Fixed Ops Magazine 2024 Vol 21-1 - 36
Fixed Ops Magazine 2024 Vol 21-1 - 37
Fixed Ops Magazine 2024 Vol 21-1 - 38
Fixed Ops Magazine 2024 Vol 21-1 - 39
Fixed Ops Magazine 2024 Vol 21-1 - 40
Fixed Ops Magazine 2024 Vol 21-1 - 41
Fixed Ops Magazine 2024 Vol 21-1 - 42
Fixed Ops Magazine 2024 Vol 21-1 - 43
Fixed Ops Magazine 2024 Vol 21-1 - 44
Fixed Ops Magazine 2024 Vol 21-1 - 45
Fixed Ops Magazine 2024 Vol 21-1 - 46
Fixed Ops Magazine 2024 Vol 21-1 - 47
Fixed Ops Magazine 2024 Vol 21-1 - 48
Fixed Ops Magazine 2024 Vol 21-1 - 49
Fixed Ops Magazine 2024 Vol 21-1 - 50
Fixed Ops Magazine 2024 Vol 21-1 - 51
Fixed Ops Magazine 2024 Vol 21-1 - 52
Fixed Ops Magazine 2024 Vol 21-1 - 53
Fixed Ops Magazine 2024 Vol 21-1 - 54
Fixed Ops Magazine 2024 Vol 21-1 - 55
Fixed Ops Magazine 2024 Vol 21-1 - 56
Fixed Ops Magazine 2024 Vol 21-1 - 57
Fixed Ops Magazine 2024 Vol 21-1 - 58
Fixed Ops Magazine 2024 Vol 21-1 - 59
Fixed Ops Magazine 2024 Vol 21-1 - 60
Fixed Ops Magazine 2024 Vol 21-1 - 61
Fixed Ops Magazine 2024 Vol 21-1 - 62
Fixed Ops Magazine 2024 Vol 21-1 - 63
Fixed Ops Magazine 2024 Vol 21-1 - 64
Fixed Ops Magazine 2024 Vol 21-1 - 65
Fixed Ops Magazine 2024 Vol 21-1 - 66
Fixed Ops Magazine 2024 Vol 21-1 - 67
Fixed Ops Magazine 2024 Vol 21-1 - 68
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