Federated Member Hovis Auto & Truck Supply Opens New Technical Training Facility -

Federated Member Hovis Auto & Truck Supply Opens New Technical Training Facility

Federated member Hovis Auto & Truck Supply has opened its new Hovis Technical Training Center located in Mercer, PA. The 10,000 square-foot hands-on training facility is equipped with the most advanced tools and equipment and is dedicated to instructing professional service technicians about time-saving and problem-solving techniques, according to Hovis.

Federated member Hovis Auto & Truck Supply has opened its new Hovis Technical Training Center located in Mercer, PA. The 10,000 square-foot hands-on training facility is equipped with the most advanced tools and equipment and is dedicated to instructing professional service technicians about time-saving and problem-solving techniques, according to Hovis.

 

The center offers a fully equipped body shop with mixing rooms, prep deck and oversized paint booth, a 14-foot overhead door for heavy-duty truck access as well as four-post and two-post lifts, a wireless alignment machine, tire changer, balancer and diagnostic labs.

“The Hovis Technical Training Center is committed to educating automotive, paint and heavy-duty truck technicians in a state-of-the-art facility, close to home, reducing shop downtime and travel expenses,” said Curt Hovis, vice president of Hovis Auto & Truck Supply. “We recognize the critical need to provide technicians with comprehensive instruction, technical materials and educational programs, and we understand they don’t want to travel across the country to get it. That is why we are bringing leaders in the industry to western Pennsylvania.”

The Hovis Technical Training Center has developed an educational curriculum that will bring together leaders in the automotive, heavy-duty and paint and body industries to train technicians on the latest technology, techniques and applications in their specific fields. These certified trainers from such companies as DuPont, AkzoNobel/Sikkens, 3M, Delphi, Federal-Mogul, Abex and Meritor will bring their expertise and industry knowledge to the center in a streamlined curriculum that allows technicians to choose the courses that best suit their needs.

In addition to offering technical training, the Hovis Technical Training Center also will offer technicians, managers and owners the opportunity to participate in best business practice education to maximize traffic to their shops, improve return visit rates and increase their bottom lines.

“We want to congratulate Cliff and Curt Hovis and their staff on putting together one of the finest training facilities in the country,” said Rusty Bishop, CEO of Federated Auto Parts. “Their dedication and investment in training is a testament to Hovis’ continual commitment to helping their customers grow their businesses.”

Located in western Pennsylvania, Hovis Auto and Truck Supply has been a family-owned business since 1952. Since that time, the company has grown to 14 locations including a new warehouse facility. Hovis executives are industry leaders with Cliff Hovis currently serving on the executive committee and board of governors for Federated Auto Parts, while Vice President Curt Hovis serves on a variety of paint, body and equipment manufacturer boards. In addition, Cliff has also served as a member of the board of governors of AWDA.

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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
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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.
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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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