Auto Care Insider Volume 102 - 18

ASSOCIATION NEWS PRACTICE MAKES PERFECT Recommended Best Practices: Sales Contact and Communication Repair Shop - First Initial Contact - Repair Shops Dislike Cold Calls THE Car Care Professionals Network (CCPN), an Auto Care Association advisory committee of repair shop owners and managers, has released a series of recommended best practices for warehouse distributors, manufacturers, manufacturers' representatives and more to understand what works best for repair shops and their staff. The concept for the best practices document developed from a forum of association member warehouse distributors, manufacturers, manufacturers' representatives and CCPN. CCPN members note that while they rely on their supplier sales personnel for information and support, these recommended practices could enhance the efficiency of their communications and meetings. The best practices were submitted and discussed by CCPN members, then reviewed and approved by the combined forum. Following are excerpts from the best practices on the topics of sales contact/communication and training. 18 AUTO CARE INSIDER | VOL. 102 For sales and manufacturers' representatives who have never contacted a particular repair shop before, it is acceptable to reach out to/ contact the repair shop; however, the purpose of this initial contact is only to learn the shop's "rules of engagement." In other words, the salesperson should only collect information on: Who the right person is with whom to set up an appointment; How that person likes to be contacted (email, phone); When would be a good time to reach out to that person to set up a future appointment; and Learn how receptive the shop will be to you and your product(s)/service(s). Sales representatives could have a short questionnaire/survey available to leave with the shop that asks for this information and provides instructions on how to submit the information. Contacting a Repair Shop if the Shop is an Existing Customer The first line of communication should be from an established distributor sales and/or manufacturers' representative when making an appointment. Recommended Best Practices: Training Role of Shop Owner/Manager The shop (owner/manager) should: Know the experience level of and career expectations for each technician (or other staff member) in order to determine the best type of training to meet the needs of the technician and the shop. Meet with technicians, service advisors and other staff to outline their training requirements/ expectations at the beginning of each calendar year. Find, research and assess the training that best meets the needs of each staff person and create a schedule for the year. This allows the training calendar to be developed and distributed to all employees. Drop-in classes and other opportunities can be added and attended as permitted.

Table of Contents for the Digital Edition of Auto Care Insider Volume 102