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
Auto Care Insider Volume 102 - Intro
Auto Care Insider Volume 102 - Cover1
Auto Care Insider Volume 102 - Cover2
Auto Care Insider Volume 102 - 1
Auto Care Insider Volume 102 - 2
Auto Care Insider Volume 102 - 3
Auto Care Insider Volume 102 - 4
Auto Care Insider Volume 102 - 5
Auto Care Insider Volume 102 - 6
Auto Care Insider Volume 102 - 7
Auto Care Insider Volume 102 - 8
Auto Care Insider Volume 102 - 9
Auto Care Insider Volume 102 - 10
Auto Care Insider Volume 102 - 11
Auto Care Insider Volume 102 - 12
Auto Care Insider Volume 102 - 13
Auto Care Insider Volume 102 - 14
Auto Care Insider Volume 102 - 15
Auto Care Insider Volume 102 - 16
Auto Care Insider Volume 102 - 17
Auto Care Insider Volume 102 - 18
Auto Care Insider Volume 102 - 19
Auto Care Insider Volume 102 - 20
Auto Care Insider Volume 102 - 21
Auto Care Insider Volume 102 - 22
Auto Care Insider Volume 102 - 23
Auto Care Insider Volume 102 - 24
Auto Care Insider Volume 102 - 25
Auto Care Insider Volume 102 - 26
Auto Care Insider Volume 102 - 27
Auto Care Insider Volume 102 - 28
Auto Care Insider Volume 102 - Cover3
Auto Care Insider Volume 102 - Cover4
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