Mitchell 1 Introduces SureTrack -

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Mitchell 1 Introduces SureTrack

Mitchell 1 announces the release of SureTrack, a new all-in-one repair information resource that brings together a unique combination of intelligence and expertise to help aftermarket automotive shops increase accuracy and efficiency from diagnosis to completed repair, said the company.

Shop Owner Staff
By Shop Owner Staff

Mitchell 1 announces the release of SureTrack, a new all-in-one repair information resource that brings together a unique combination of intelligence and expertise to help aftermarket automotive shops increase accuracy and efficiency from diagnosis to completed repair, said the company.

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“SureTrack combines a powerful suite of resources that will set a new standard for automotive repair excellence by bridging the gap between symptom and accurate repair,” said Ben Johnson, director of product management for Mitchell 1. “In a nutshell, SureTrack provides a short and direct path to the most likely repair for specific symptoms on a specific vehicle. We’re dedicated to always helping our shop customers improve productivity and efficiency, so we’re delighted to launch this resource that will truly allow them to fix cars faster.”

The result of an extensive collaborative development effort between Mitchell 1 and Snap-on, SureTrack is the industry’s most comprehensive source of expert knowledge for professional technicians, combining diagnostic experience with repair timesavers and detailed parts replacement records, all wrapped in an interactive forum. Vehicle-specific data is generated from millions of successful fixes and consolidated from multiple sources — parts data, diagnostic troubleshooting procedures and repair experience — eliminating the need to access multiple databases and Web-based forums to gather and analyze the information. SureTrack delivers it all from a single resource.

“With SureTrack, professional technicians can have more confidence in their diagnosis and gain tremendous savings in repair time and insights based on completed repairs from tens of thousands of shops and technicians across the country,” said Bradley Lewis, vice-president of repair systems and information for Snap-on Incorporated. “Vehicle-specific repair results and timesaving tips are confirmed by expert technicians. SureTrack members also contribute fixes on vehicles they have successfully repaired.”

SureTrack will be available by subscription as a standalone product and as an optional module within ProDemand from Mitchell 1. In addition, SureTrack will be available as an optional module in ShopKey Pro from Snap-on and as an integrated component of Snap-on’s Windows-based diagnostic platforms, VERUS and VERDICT.

Key benefits of SureTrack include:

• Access to multiple resources of real-world results through a single intelligent lookup;

• Direct path to the most likely fix, based on vehicle-specific model, mileage and symptoms;

• Faster diagnosis and repair based on real-life experience from millions of successful repairs;

• Expertise and support from a community of thousands of repair shops and SureTrack expert technicians;

• Millions of expert diagnostic tips, tests and timesavers that go way beyond OEM information;

• Extends the capabilities of technicians of all skill levels due to its intuitive interface and wide range of expert resources;

• Real-time, up-to-the-minute intelligence based on vehicles currently in service bays across the U.S.; and

• Definitive, reliable answers validated by SureTrack expert technicians.  

For additional information about SureTrack, visit www.mitchell1.com or call 888-724-6742.

 

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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.

Shop Owner Staff
By Shop Owner Staff

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.

Read Full Article

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