In this episode, I dial into tackling one of the most overlooked yet powerful tools in your sales and service conversations: risk. Knowing how to talk about risk with your customers isn’t just a nice-to-have—it’s essential for showing value, solving problems, and closing deals.

We’ll cover:

• Why identifying and explaining risk is crucial in every customer interaction.
• Real-life examples for sales and service teams that showcase exactly what to say and how to say it.
• How to use risk to connect the dots between problems and solutions, making your presentations stronger and your conversions higher.

For service teams, you can set yourself up to explain the benefits of acting now.

For sales teams, we’ll look at how to uncover risks tied to hesitation, making it easier to guide your clients toward the right decision.

Risk isn’t just a one-time topic—it’s an everyday conversation that drives results. If you’re ready to build trust, sell with confidence, and see more approvals, this episode is for you.

Tune in now and start making risk work for you!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

So grateful to share time with Rita Case, a prominent figure in the automotive industry, best known for her leadership in the Rick Case Automotive Group, which she co-founded with her late husband, Rick Case. Together, they built a successful dealership network recognized for its commitment to customer service and community involvement.

Rita shares her history as a pioneer in bringing brands like Honda into the US car market. She's been a dealer for 48 years! Find out an interesting story about her views on being the only women in the room especially in a leadership role. She shares her viewpoints on how she makes an impact in business and community while gaining so much respect. Learn a neat story about bicycles and how simple acts of kindness parlayed into a lifelong career!

In recent years, Rita has continued to honor Rick's legacy through various philanthropic initiatives. The Rick Case Automotive Group is actively involved in supporting local charities and community organizations, focusing on causes such as education, health care, and animal welfare. Rita has emphasized the importance of giving back, believing that strong community ties not only benefit those in need but also enhance the dealership's reputation and foster loyalty among customers and employees.

We talk leadership, her passions for philanthropic work in the community, team building and the importance of career paths. We dial into education initiatives and so much more! Hearing your values and how she approaches her culture and mission! You can pick up her book for free by just reaching out to her - she opens the door on this episode - Our Customers, Our Friends: What 50 Years in Business Has Taught Rita and Rick Case About Sales Success and Community Service. Get a copy from her - she gives her contact info!

My favorite quote from Rita: 

If you have procedures in place that show respect, appreciation and commitment to others achieving their goals, then they will give you a chance. People want to work for businesses where the owner wants to show them a career with processes in place to prove it. - Rita Case

If you're not having fun, get out of the business! - Rita Case

This is an inspiring episode that will give some meaning to being part of an enormous opportunity to grow in automotive!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Welcome back listeners! This is a quick yet impactful class tailored for everyone working in dealerships—both in sales and service. As competition heats up, creating a standout customer experience is more critical than ever, and I'm here to share actionable tactics that you can implement immediately to enhance relationships and drive loyalty! Let’s get it! 

Listen in as I explore the power of client history and its role in nurturing loyalty while boosting your bottom line. I’ll reveal key strategies for Service Advisors to connect with customers effectively, ensuring they feel appreciated and valued from the moment they walk in. For our sales teams, these tactics can transform your approach, leading to improved appointment rates and increased sales.

I discuss the importance of knowing who is coming in tomorrow—whether they’re new or returning clients—and how this knowledge can set the tone for a warm, welcoming experience. Acknowledging customer loyalty through personalized greetings and CRM history not only makes customers feel special but also creates lasting connections.

I provide real-world scenarios for both sales and service teams, making it easy for you to understand and implement these strategies right away. This episode is mission-critical for anyone in the dealership looking to elevate customer interactions and stand apart from the crowd.

Tune in to learn how to make every customer feel like they truly matter, and discover how simple, personalized actions can transform your dealership’s culture and customer experience. Let’s get started on creating memorable moments that lead to lasting loyalty!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Join us for an cool episode featuring two industry game-changers: Dave Sperau, Founder and Chief Revenue Officer of Autosled and Alex Snyder, CEO of FRIKINtech and President of Dealer Refresh.

In this episode, we dive into the revolutionary world of transportation in the automotive industry, led by Autosled's remarkable growth. Dave shares his inspiring journey from car dealer to innovator, driven by his frustrations with inefficiencies in the vehicle transport process. Discover how he developed an app that streamlines billing, vets drivers, and provides real-time tracking—akin to the Uber experience for cars. 

Alex, a recent Autosled user, recounts his seamless vehicle purchasing experience, highlighting the app's efficiency and transparency. He shares how easy it was to get a quote, contract a driver, and have his unique vehicle delivered sooner than expected, all while maintaining communication with the driver. 

We explore how Autosled has become a trusted partner for dealers and manufacturers across the country, transforming the way vehicles are delivered. With a vast network of vetted drivers and quick payment processes, the days of waiting for transporters to gather multiple cars are gone. 

Listeners will learn about the upcoming NADA show conference in New Orleans, where you can connect with Autosled and discover how their services can benefit both dealers and consumers. If you're considering buying a car from another market, this episode highlights a tool that puts affordable transportation right at your fingertips!

Tune in to hear how Autosled is not just changing the game for dealers but also empowering consumers to make smarter, faster decisions when it comes to vehicle transport!

Dave Sperau - [email protected] | autosled.com

Alex Snyder - [email protected] 

Autosled is ranked #9 in the Deloitte Technology 2024 Fast 500. The awards recognize innovative companies across technology, life sciences, fintech and energy tech sectors. https://bit.ly/3DjaSoT

NADA 2025 - Autosled will be exhibiting at Booth# 7921. Autosled will also be running a special during the show for any dealers that sign up at NADA to use Autosled & ship their first vehicle before the end of February 2025. Dealers that sign up and move their first car before the end of Feb 2025 get their first vehicle move for FREE (up to 500 miles)! We're confident that dealers will love the Autosled experience and want as many as possible to have the opportunity to give it a try at NADA.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, I get into the power of evaluating recorded sales calls—an often overlooked yet incredibly effective tool for driving more deals in automotive sales. I’ll share my personal journey into car sales, where I learned that phone calls were the true goldmine for lead generation, not just waiting for walk-ins. As the founder of the first internet sales training company, I’ve seen firsthand how dialing in on your phone process can make all the difference. Sales calls is how I built my business selling cars!

You'll learn how listening to and evaluating calls can directly impact your sales goals and why this is the lowest hanging fruit in your dealership's growth strategy. I’ll explain why many managers fail to listen to recorded calls, and how taking the initiative to evaluate and coach on call processes will give you a competitive edge.

This episode breaks down how to identify key issues like low energy, poor engagement, and lack of control in calls. I’ll walk you through how to engage your team with specific, actionable questions that foster self-reflection and improvement—without creating a negative atmosphere. After all, coaching is about building people up, not tearing them down!

Whether you’re a manager or a sales rep, you’ll come away with concrete techniques to evaluate calls, lead more effective coaching sessions, and improve the overall sales process. Plus, I’ll share some tips for making call evaluations a fun, engaging team activity that drives progress.

Tune in to learn how you can turn every incoming call into an opportunity to close more deals and develop your team's skills for long-term success.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Showroom traffic may be down, but the deals are still there—if you know where to look.

In this episode, Lindsey Shaker, Marketing Director at Shaker Automotive Group, reveals her problem-solving mindset and the hacks she uses to uncover hidden opportunities that many dealers miss. If you’re wondering why your dealership isn’t seeing the foot traffic you expect, this conversation is for you.

Lindsey dives into the often-overlooked areas in dealership marketing, from phone systems to call tracking, and explains how small gaps in these processes can have a big impact on your sales. She shares her unique approach to tracking ROI and shows how digital marketing, when optimized, can drive phone calls and appointments that close faster and more effectively than traditional leads.

We talk: phone systems, tracking ROI and sourcing, phone lines, reporting, call transcripts and keywords + so much more! Talk about learning work hacks - here ya go!! ANd thank you Lindsey! 

With the right systems in place, Lindsey reveals how she helps her GM's tie marketing efforts directly to sales, even when showroom traffic is weak. She explains how she audits every 45 days to ensure call tracking and reporting are spot-on, and how she’s solved issues related to missed opportunities, inaccurate reporting, and inconsistent CRM logs.

If you're struggling with where to spend your marketing dollars or why your leads aren’t converting as expected, Lindsey’s insights will help you uncover the root causes—and show you that the sales are already waiting for you, right under your nose. Tune in to discover how to fix the gaps and start closing more deals today!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sa les, service (fixed ops) and marketing.

In this episode, I sit down with Rob Cochran, Chairman & CEO of Cochran Automotive Group, 39th largest dealer group in the nation, to dive into the future of the automotive industry and the critical changes dealers must embrace. Rob has also been on the NADA board since 2020 and is the upcoming 2025 Vice Chairman and 2026 Group Chairman. 

Rob sheds light on the government mandates, OEM conformity, and digitalization that are reshaping the landscape. From ADAS and autonomous driving to the impact of China on global OEMs, Rob explains how the industry is evolving and why the focus must remain on the customer.

We discuss the importance of building strong, long-term relationships with customers, as dealers must adapt to new technologies and changing shopping behaviors. Rob emphasizes the need for dealerships to shift from short-term targets to a customer-centric, experience-driven approach that nurtures loyalty and supports sustainable growth.

As we explore the rise of AI, Rob highlights how it’s revolutionizing both sales and service processes, and how dealers must rethink traditional methods to stay ahead. With a deep dive into leadership philosophy, culture, and growth strategies, Rob offers valuable insights into leading a dealership through these changing times.

Don’t miss this compelling conversation about navigating change, fostering loyalty, and driving the future of the automotive retail industry

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, I dive deep into a crucial yet often overlooked aspect of the sales process: the importance of teaching salespeople how to sell their own credibility. When engaging with potential buyers, establishing trust and demonstrating expertise is paramount. Many sales professionals struggle with this, but it’s essential for building meaningful connections and fostering a customer-centric approach.

Join me as I explore strategies for establishing credibility, highlighting your expertise, and forging personal connections that resonate with buyers. We’ll discuss the power of a confident introduction and the importance of bringing genuine value to the table—often in the form of saving your customers time.

I’ll share insights on how to effectively communicate your credibility, especially in today’s remote sales landscape where words carry more weight than ever. With the right credibility statements woven into your sales conversations, you can inspire trust and confidence in your potential clients.

Drawing from my daily experiences working with salespeople in dealerships, I’ll provide practical examples and techniques to help you set yourself up as a respectable professional. Whether you’re meeting buyers face-to-face or through a screen, the skills you develop in selling your credibility will make all the difference in your sales success.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we're diving into effective appointment-show techniques specifically designed for general managers and sales managers in the dealership environment. This is a highly successful activity that can transform your approach to customer interactions and drive next-level success. 

Join me as I share powerful training and coaching techniques that high-performing managers use to break barriers every day. We’ll reflect on concepts from a previous episode on Reverse T.O./E.M.I., identifying three key strategies that bridge the gap between BDC and Sales. You'll learn how to create a VIP experience for every customer with an appointment, ensuring they feel welcomed and valued.

I’ll outline specific goals for managers to embrace, empowering them to support their salespeople and BDC teams effectively. You’ll walk away with a step-by-step role-playing activity that engages GM’s in the sales process, helping them set clear expectations that can be practiced repeatedly. By incorporating customer notes into this warm welcome, you’ll find that write-ups become smoother, communication improves, and deals are made and delivered more efficiently.

Sales managers can also adopt this activity to help their teams master the improved sales process, reinforcing the importance of practice within your organization. Plus, don’t forget to grab some flip chart paper for this engaging exercise!

Tune in to elevate your appointment-show game and foster a culture of continuous improvement in your dealership!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we're exploring innovative strategies for interviewing and onboarding new salespeople in your dealership for 2024. As the sales process continues to evolve, it's crucial that our interview and onboarding practices keep pace. Join me as I discuss how setting clear expectations from the outset can empower new team members to understand their roles and what it takes to succeed in your organization.

With the majority of car buyers engaging through calls, texts, and emails before they even step foot in the dealership, the importance of strong phone skills cannot be overstated. As inbound calls continue to rise, we need to communicate to new hires that making calls is a key expectation. I’ll share how to tie this essential skill into your interview process, ensuring everyone is aligned from day one.

Throughout the episode, I’ll cover effective interview questions, streamlined processes, and actionable onboarding steps that will inspire you to elevate this critical aspect of your business. Whether you're a seasoned manager or new to the hiring process, you’ll gain valuable insights to enhance your team's performance and drive success in the coming year.

Tune in to revamp your approach to onboarding and prepare your dealership for success in 2024!