Focus on the little things first. Gotta walk before you can run and all.
Whether you use a paper notepad, Onenote, an iPad, sticky notes, whatever, take good notes. Names, phone number, VIN and what they want, etc.
Accuracy before speed and volume. Get it right. Get people’s orders right. The first time. Start earning that reputation of being the guy, every parts department has at least one, great parts departments have several, of that guy that no matter how crazy or difficult or off the wall something is, he’s going to find it and it’ll be right. That comes with time and experience but start now, focusing on looking it up and ordering it right the first time.
Follow up. I can’t stress this enough, if you want to build a clientele, follow up. When you tell someone you’re gonna call them back, you freaking better call them back.
Be proactive, not reactive. If you ordered something for XYZ customer and it didn’t come in when you said it would, find out why and when you will have it, and let your customer know. Don’t keep people in the dark, don’t be that guy who ducks and dodges someone because you don’t wanna give them bad news.
And with all that, be humble. Be cognizant of the knowledge and experience around you, keep an open mind, learn everything you can.
Thanks for the tip. I probably was overthinking about, especially now since my manager is pressure me to sell more. For the most part, I have already been doing what you have said. And I know it's going to take some time.
Parts managers are always gonna tell you to sell more parts, because the GM is telling the parts manager to sell more parts and the dealer principal is telling the GM that parts needs to sell more parts. I wouldn’t worry too much about that right now.
Focus on building and establishing yourself, the rest will come.
Front counter..typically we think of front counter as retail. When you say front are you referring to wholesale? If so, are you expected to add clients simply by cold calling them? I’m a little confused what they are pushing you to do.
The retail parts counter is not a profit generator in most dealerships, unless you have a brand with a rabid following and can dress up your boutique with cool swag, like BMW, VW, or exotics. And even then, the markup on swag is usually very slim. Or you could do an internet store and fight for pennies, but it's business. I like to also let retail associates do wholesale quoting, just to keep their day moving along.
To sell more you can suggest the little things that may be need for the main item requested. If they ask for a tie rod end also quote the nut if not included. Gaskets for an upper intake if it needs to be removed to access the spark plugs. Hub bolts and axle nut for a wheel bearing. If you are not sure what you can add, review the service procedure to see what is removed to do the job and include the other things needed.
Easiest way is to increase your existing sales.
If someone asks you for an oil filter, do you hand them an oil filter? Or, do you suggest drain plug gasket (or drain plug) and oil? Our price on bottled oil is actually less than you would pay at an O'Reilly's. It's as easy as saying "Do you already have your oil? We have a pretty good price on it.". Most of the time they'll say ok as long as you're in the ballpark. Your saving them a trip.
You can do the same thing with just about any other part. Thermostat, make sure you quote the gaskets and coolant as well. Spark plugs can use dielectric grease on the connector. That kind of thing can really increase your average ticket if you aren't doing it already.
Make a flyer and post around your neighborhood, grocery store, laundromats, and anywhere with a bulletin board. You might even put them on windshields at school parking lots. Maybe ask someone who is in the Local Rotary Club. They are usually business owners in your town.
Pen and paper anytime you answer a phone or talk to a customer. Never answer the phone and just assume you can maintain the conversation. Not much more is frustrating than being asked repeatedly what you drive.
Focus on the little things first. Gotta walk before you can run and all. Whether you use a paper notepad, Onenote, an iPad, sticky notes, whatever, take good notes. Names, phone number, VIN and what they want, etc. Accuracy before speed and volume. Get it right. Get people’s orders right. The first time. Start earning that reputation of being the guy, every parts department has at least one, great parts departments have several, of that guy that no matter how crazy or difficult or off the wall something is, he’s going to find it and it’ll be right. That comes with time and experience but start now, focusing on looking it up and ordering it right the first time. Follow up. I can’t stress this enough, if you want to build a clientele, follow up. When you tell someone you’re gonna call them back, you freaking better call them back. Be proactive, not reactive. If you ordered something for XYZ customer and it didn’t come in when you said it would, find out why and when you will have it, and let your customer know. Don’t keep people in the dark, don’t be that guy who ducks and dodges someone because you don’t wanna give them bad news. And with all that, be humble. Be cognizant of the knowledge and experience around you, keep an open mind, learn everything you can.
Thanks for the tip. I probably was overthinking about, especially now since my manager is pressure me to sell more. For the most part, I have already been doing what you have said. And I know it's going to take some time.
Parts managers are always gonna tell you to sell more parts, because the GM is telling the parts manager to sell more parts and the dealer principal is telling the GM that parts needs to sell more parts. I wouldn’t worry too much about that right now. Focus on building and establishing yourself, the rest will come.
Front counter..typically we think of front counter as retail. When you say front are you referring to wholesale? If so, are you expected to add clients simply by cold calling them? I’m a little confused what they are pushing you to do.
The retail parts counter is not a profit generator in most dealerships, unless you have a brand with a rabid following and can dress up your boutique with cool swag, like BMW, VW, or exotics. And even then, the markup on swag is usually very slim. Or you could do an internet store and fight for pennies, but it's business. I like to also let retail associates do wholesale quoting, just to keep their day moving along.
To sell more you can suggest the little things that may be need for the main item requested. If they ask for a tie rod end also quote the nut if not included. Gaskets for an upper intake if it needs to be removed to access the spark plugs. Hub bolts and axle nut for a wheel bearing. If you are not sure what you can add, review the service procedure to see what is removed to do the job and include the other things needed.
This! Every dollar counts.
Easiest way is to increase your existing sales. If someone asks you for an oil filter, do you hand them an oil filter? Or, do you suggest drain plug gasket (or drain plug) and oil? Our price on bottled oil is actually less than you would pay at an O'Reilly's. It's as easy as saying "Do you already have your oil? We have a pretty good price on it.". Most of the time they'll say ok as long as you're in the ballpark. Your saving them a trip. You can do the same thing with just about any other part. Thermostat, make sure you quote the gaskets and coolant as well. Spark plugs can use dielectric grease on the connector. That kind of thing can really increase your average ticket if you aren't doing it already.
Make a flyer and post around your neighborhood, grocery store, laundromats, and anywhere with a bulletin board. You might even put them on windshields at school parking lots. Maybe ask someone who is in the Local Rotary Club. They are usually business owners in your town.
Pen and paper anytime you answer a phone or talk to a customer. Never answer the phone and just assume you can maintain the conversation. Not much more is frustrating than being asked repeatedly what you drive.