Affinia Group Unveils World Smart Strategy -

Affinia Group Unveils World Smart Strategy

Affinia said during the past six years it has taken control of its global supply chain with an innovative approach to global commerce. The World Smart direction assures consistent product quality regardless of where a product is manufactured globally.

Affinia Group Inc. has unveiled its new "World Smart" business philosophy, which the company says emphasizes a unique transformational approach to global manufacturing. Affinia said during the past six years it has taken control of its global supply chain with an innovative approach to global commerce.

The World Smart direction assures consistent product quality regardless of where a product is manufactured globally, according to the company.

"Anyone can go off-shore and source low-cost aftermarket products," said Affinia President and CEO Terry McCormack, who unveiled the strategy during the recent AAPEX trade show in Las Vegas. "As a World Smart company, Affinia not only manufactures competitively priced products off-shore, we do so in a manner that assures the highest possible quality. This is the ‘smart’ portion of "World Smart."

According to McCormack, Affinia’s World Smart business strategy is based on four key strategic elements – customer-centric focus, involved Affinia people, continual improvement and supplier relationships. The World Smart model vertically integrates manufacturing from product development to distribution. Affinia says it has invested substantially since its formation in 2004 to leverage each of these strategic elements for the benefit of Affinia customers.

"Our World Smart business model signifies to our customers, our people, our investors and our trade partners that Affinia Group is dedicated to participating in global commerce in a responsible and sustainable manner," he said. "Ultimately, the benefits are focused on our customers and the end users of our products."

When Affinia Group was formed in December 2004 from the aftermarket business units of Dana Corp., the company was largely a North American focused company. Through a comprehensive global transformation, Affinia today manufactures products in the U.S., Canada, Mexico, South America, Europe, Asia and India.

"Our World Smart model is anchored by Affinia people and based on the recognition that the next great idea for our company and our customers could originate anywhere in the world just as easily as it could in North America," McCormack said.

"Collaboration among Affinia people today is occurring across time zones and geographic borders," he continued. "With great minds working around the clock, all around the globe, continual improvement has become a way of life for us."

In addition to a focus on globally competitive, high-quality manufacturing, the Affinia World Smart business strategy also emphasizes respect for diversity of languages, cultures and ways of life. Operational sustainability and environmental stewardship are central elements in Affinia’s global approach.

"Our World Smart model is a natural extension of our commitment to being a purpose-driven company," McCormack said. "Everywhere we do business, our World Smart focus enhances how we manufacture and support our products, offer our services and enrich relationships with people in the workplace and beyond."

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Phone Shoppers Made Easy

Although there is no silver bullet that will allow you to bring in every first-time caller, there are a number of things you can do to get more appointments. In this article, I would like to share some of the best practices your advisors can use that will generate immediate results.

By Bob
Cooper of Elite

With
vehicles being built better than ever before, and with service intervals
continually being extended, you are going to see your customers less often.
This means your service advisors are going to have to be razor sharp when the
phone rings. Although there is no silver bullet that will allow you to bring in
every first-time caller, there are a number of things you can do to get more
appointments. In this article, I would like to share some of the best practices
your advisors can use that will generate immediate results.
In order for
someone to buy from you, three things need to occur: They have to like you,
they have to trust you, and they have to view you as a credible expert. So when
your phone rings, the first thing your advisors need to sell is themselves; not
the service or repair. The best way of accomplishing this goal is with a
professional, courteous and upbeat greeting, such as “Thank you for calling
Elite Auto Care, this is Bob. How can I help you this morning?” By using these
words we’re showing appreciation, by volunteering the name of our company we’re
assuring the callers that they’ve called the right number, and by providing our
name we’re beginning to build personal relationships. By asking how we can
help, we’re asking a question that will allow us to control the conversation.
By being upbeat and using the right tonality, our likeability goes up, and the
customer’s anxiety goes down.
The second
thing your advisors will need to do is slow the conversation down so the
callers don’t feel rushed, and they’ll have to become good detectives by asking
a number of questions. By having the callers talk, it will take their focus off
of the price, and it will allow them to begin to feel more comfortable with
your advisors at the same time.
When it comes
to asking for the appointment, one of the best kept secrets I can share with
you is this: With rare exception, your advisors need to offer every caller a
choice of appointment times, and whenever possible, one of those options should
be for them to bring the vehicle in now. For example; “I can squeeze you in
now, or would 2:15 be better for you?”
When it comes to auto repair, customers love finality, which is why
providing the “now” option is a powerful sales tool.
Now here’s
the absolute best-kept secret for dealing with the tough first-time callers.
Every one of your advisors needs to be aware that many “price shoppers” are
asking for price just to start the conversation, and beyond that, with rare
exception, callers don’t know the questions they should be asking. This is why
it’s a good idea to ask your service advisors to write down a list of the
questions that they think an educated caller would ask. Once they have their
lists completed, and committed to memory, then it’s easy for them to respond to
price inquiries with a statement like, “Well Larry, I know price is important
to you, and it should be, but if you call five different shops today, you’ll
more than likely get at least five different prices. Some of the other
questions you might want to ask are how long they’ve been in business, whether
or not they have certified technicians and a drug-free workplace program, and
you might want to have them walk you through their diagnostic processes as
well. You might also want to ask them if they always explore all of the options
that are available to customers when it comes to any recommended repairs, what
kind of warranties they provide, and if those warranties are in writing.”  Ladies and gentlemen, I’ve closed hundreds,
if not thousands of tough first-time “price shoppers” using this technique, so
I know it will work for you.
 If you’re still not quite sold, then consider
this. If you take my recommendations, when those price shoppers start calling
other shops, you know as well as I do that they’ll more than likely ask some of
the questions your advisors suggested to them. Not only will your competitors
be caught off guard and struggle with the answers, but in each case, the
callers will be thinking of your advisors. This is when they’ll not only realize
how well your advisors handled the call, but they’ll trust your advisors, and
you bet; they’ll now view them as credible experts as well.
For help permanently
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