Identify the Right Parts for Any Performance Application By Using Federal-Mogul's www.FMe-cat.com Electronic Catalog -

Identify the Right Parts for Any Performance Application By Using Federal-Mogul’s www.FMe-cat.com Electronic Catalog

Federal-Mogul Corporation has launched a dynamic, next-generation electronic catalog - available at www.FMe-cat.com - to help performance engine builders, enthusiasts and other customers find high-quality parts for virtually any automotive, performance or marine application.

Federal-Mogul Corporation has launched a dynamic, next-generation electronic catalog – available at www.FMe-cat.com – to help performance engine builders, enthusiasts and other customers find high-quality parts for virtually any automotive, performance or marine application.

Available 24/7, the interactive new eCatalog covers all Federal-Mogul brands and product lines, including Carter fuel delivery components, Champion spark plugs, Fel-Pro gaskets, MOOG steering and suspension components, Sealed Power engine parts, and Speed-Pro performance engine products. Users can look up and store multiple part numbers for the same job without re-entering search criteria. The catalog’s comprehensive interchange and numerical lookup tools help users identify the correct part even when they don’t have complete application information.

The new catalog’s enhanced content includes thousands of detailed product images and illustrations with zoom capability as well as convenient links to related technical training videos and other support materials generated at the Federal-Mogul Technical Education Center. An integrated “Technical Resources” link provides hundreds of tech tips, bulletins and videos as well as lookup tools covering torque, engine and part number specifications. The www.FMe-cat.com site also includes interactive calculators for determining capacities and dimensions, engine displacement, horsepower, torque and compression ratio.

“It’s our goal to provide the most complete and timely product data in the performance industry,” said Brent Berman, e-data manager, North America, Federal-Mogul. “This powerful yet user-friendly eCatalog enables any customer with Web connectivity to quickly and easily find the right part for virtually any performance upgrade or repair. And our FM TEC staff has developed video and print-based training resources to help them do the job right the first time.”

For those who prefer a “paper” catalog experience, the new eCat site also includes sophisticated virtual catalog volumes that enable the user to flip back and forth through the latest catalog pages to find the right parts and other information.

Additional Federal-Mogul brands and product lines covered by the new eCatalog include ANCO wipers; FP Diesel engine products; National hub assemblies, seals and bearings; Wagner brake products; and Wagner lighting products.

For additional information, visit www.FMe-cat.com or contact your Federal-Mogul supplier. Detailed product information is also available at www.federalmogul.com.

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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
increasing your service advisors’ sales and CSI scores, learn more about the Elite Masters Service Advisor Training
Program.

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