The Role of the Technician in Today's Marketplace
Presented by Dave Baiocchi
This is another blind spot in customer management that dealers too often overlook. Dealers have a culture that SEPARATES technicians from the sales process, when (if given the proper tools), the relationship between the technician and the customer can be much more meaningful and beneficial for the dealer, both in additional revenues, and administrative cost savings. The service menu program provides the structure for dealers to leverage every interface between customers and dealership personnel.
- Dealership culture dictates dealer practices. Change the culture and you can unlock unforeseen efficiencies and sales opportunities.
- Technicians WANT to serve the customer but many times are not equipped or authorized to do so in a way that is meaningful to both the customer and the dealership.
- The relationship that the technician has with the customer is the most dynamic, yet under-exploited customer opportunity a dealer has. Granting a technician limited autonomy to use a pre-engineered menu of repairs immediately improves both customer service and the dealership’s profitability.
Member Price: $59
Dave spent almost 40 years in the material handling industry. He founded Resonant Dealer Services to provide consultancy services across the core areas of dealership best practices and aftermarket opportunities. Prior to becoming a dedicated consultant, he served as a partner at J.M. Equipment Co. for 27 years including 10 years as a general sales manager, and 17 years as a Dealer Principal and Aftermarket Director.
Dave pasó casi 40 años en la industria del manejo de materiales. Fundó Resonant Dealer Services para brindar servicios de consultoría en las áreas centrales de las mejores prácticas de los concesionarios y las oportunidades del mercado de accesorios. Antes de convertirse en consultor dedicado, se desempeñó como socio en J.M. Equipment Co. durante 27 años, incluidos 10 años como gerente general de ventas y 17 años como director de distribuidor y director de posventa.
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Member Price: $59
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