Most service advisors stop at the first “no.” But the best? They know that’s just the beginning. In this episode, we’re talking about taking second and third swings—the art of fighting for the business that’s sitting right in front of you.

Your customers don’t always need a discount; sometimes, they just need a little more information. I’ll walk you through real-world analogies and proven tactics to help you:

✅ Circle back on declined work without sounding pushy ✅ Use supportive, value-driven conversations to win approvals ✅ Create urgency without pressure ✅ Overcome objections with confidence and professionalism

When you get in the right mentality before you clock in, you’ll start winning more approvals, making more money, and building stronger customer relationships. I’m fired up for this one—let’s make 2025 your best year yet!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

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.

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.

The automotive industry is changing fast—EV mandates, direct-to-consumer threats, shifting manufacturer relationships, and evolving government policies. Are dealers being heard?

In this episode, I sit down with Mike Stanton, President of the National Automobile Dealers Association (NADA), to talk about how NADA is fighting for dealers, ensuring their voices are represented in Washington, and pushing back against policies that could hurt their businesses.

We cover: ✅ The FTC victory and why NADA is back on offense ✅ The real story behind EV sales—$7 billion in unsold inventory sitting on dealer lots ✅ Why direct-to-consumer models are still a concern & how NADA is fighting back ✅ How dealers can build relationships with local lawmakers to shape policy ✅ What NADA is doing to strengthen manufacturer-dealer relationships ✅ How NADA’s dealer education programs are evolving to meet today’s challenges

Mike also shares insights from NADA’s exclusive dealer-manufacturer meetings, how policies are changing from dealer input.

Dealers—this is your industry, your fight, and your future. Listen in and learn how you can get involved and make an impact!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

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.

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.

Think about it—when a customer walks into your showroom or calls your dealership, your team jumps into action. So why is chat any different? It shouldn’t be.

In this episode, I sit down with Ted Rubin, CEO of ActivEngage, to talk about the power of real, human conversation in the digital sales process. We break down why dealership live messaging is more than just answering questions—it’s a low-funnel opportunity to build trust, create a great experience, and ultimately, get more customers in the door.

We talk about: ✅ What actually works in live messaging (hint: ditch the templates) ✅ Why customers feel safer engaging in live convo before committing to a dealership ✅ How the right messaging strategy increases appointment set rates & sales ✅ Where digital retailing fits into these conversations

Live messaging isn’t just a feature—it’s an essential part of a modern sales process. When done right, it creates real engagement, builds relationships, and turns website visitors into buyers.

Listen in to learn how top-performing dealers are using live messaging to drive business, build their brand, and make it easier for customers to say yes!

Ted Rubin, ActivEngage  - [email protected] | ActivEngage.com 

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

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. 

This quick hit episode is incredibly important for every Service Team! Ready to boost your service department's success?! Let's gooooo! 

In this quick class, I lock in on the often-overlooked 'Risk & Reward' equation in the service sales process. Many Service Advisors hesitate to fully explain the risks of delaying necessary work, leading to missed opportunities and customer misunderstandings. We'll explore how presenting both the risks and rewards transparently can transform hesitant customers into loyal advocates who toss you their keys with confidence.

Join me as I share real-world examples and strategies to help General Managers and leaders coach their teams effectively, boosting revenue and fostering trust. Discover how a simple shift in communication can lead to higher approval rates and a thriving dealership culture.

This episode offers insights to elevate your sales presentations and ensure customers understand the true value of timely service. Tune in and learn how to make 'Risk & Reward' work for you and your team!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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. 

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.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Too often, service advisors treat the write-up process as just another transaction. Big mistake. If you want to boost revenue, retain customers, and build long-term trust, relationships must come first.

In this episode, I break down how to turn every customer interaction into a lasting relationship—starting from the moment they pull into the service drive.

I go over:

✅ Why eye contact, body language, and tone set the stage for success ✅ How to ask the right questions to uncover more opportunities ✅ The power of analogies—helping customers truly understand their vehicle’s needs ✅ Small but impactful ways to make customers feel like VIPs ✅ The difference between basic connection and going the extra mile ✅ How to serve up solutions like you're helping a friend—not just selling work

I also share insights from recent conversations with top service advisors, revealing what really works in building customer trust and increasing approvals.

If you're in hunter mode like me, you know nothing should be left on the table. Get ready to level up your write-up game and make every service drive interaction count!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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.

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.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

In this episode, we’re tackling a major gap in dealership service departments—technician videos. These videos are a game-changer for gaining more work approvals, yet most technicians receive zero training on how to shoot them effectively.

Data shows that shops using video can double RO sales, with TruVideo reporting a 20-30% increase in revenue per RO. But here’s the problem—background noise, unclear explanations, and long-winded clips are costing you approvals and money.

I’ve been training service advisors across the country on gaining approvals, mastering sales conversations, and improving call handling—and now, I’m bringing that same energy to technicians. In this episode, I break down: ✅ How to shoot clear, effective videos that set up approvals ✅ The power of credibility and a strong greeting ✅ Why short, engaging videos drive more customer trust ✅ The meaning of “extra extra” and how it leads to extra sales ✅ How to increase work, grow sales, and keep your shop busy

This is a must-listen for service directors, fixed ops leaders, and dealership owners looking to boost customer trust, grow revenue, and help their teams hit their full income potential.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com | Meet me!  bit.ly/3J7011t  Check out my other show, Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

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. 

Are you, as a GM, truly present with both your sales and service BDC teams? Too often, GM involvement leans heavily toward the sales BDC while the service side gets overlooked. Why? Because sales is familiar—it’s where many GM’s built their careers. But here’s the reality: your service BDC is just as critical, responsible for over 150 appointments per day, fueling the entire dealership’s success.

In this episode, we break down why your involvement matters and how a hands-on approach can drive showroom traffic, increase customer loyalty, and unlock untapped revenue. I share a real coaching session with a high-performing GM who needed to shift his mindset and leadership to fully support his service BDC. If you’re serious about growth, retention, and maximizing dealership performance, this episode is for you.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me! bit.ly/3J7011t  | Dealer Talk with Jen Suzuki 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

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. 

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.

Ever walk into the dealership in the morning and feel that slow-motion energy? People shuffling in, sipping coffee, staring at their screens, waiting for something to kick them into gear.

Then—something shifts.

Maybe it’s a manager calling out yesterday’s wins. Maybe it’s an MVP shoutout for someone who went above and beyond. Maybe it’s a fun, competitive challenge that gets people fired up.

Energy is contagious. The way you start the day sets the tone for how it will go.

I always tell leaders—recognition is one of your most powerful tools. People thrive on knowing their work matters. If you’re not celebrating wins, highlighting great performance, and making work fun, you’re missing an opportunity to build a culture where people actually want to succeed.

Something as simple as picking an MVP of the Day, handing out a small trophy, or posting a shoutout on social can shift the entire dynamic of your team. People see what’s being rewarded, they learn new strategies, and they push themselves to raise the bar.

At the end of the day, dealership life is fast, competitive, and high-pressure—but it should also be exciting, rewarding, and fun. When people feel valued, they give more. When you recognize effort, you inspire more of it.

So here’s the question—how are you celebrating your team today?

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

🔥Check out our sponsors!🔥

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. 

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. 

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it’s one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you’re teaching.

I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or “fake” at first, but it’s critical for developing polished professionals who deliver consistent results.

We’ll explore:

• Why General Managers need to role-play with their managers and teams
• How diving into the CRM (calls, texts, videos, customer profiles) can spark role-play topics
• Specific role-play scenarios you can implement today to boost sales and service performance
• The importance of coaching during and after role-plays to refine skills and confidence

Plus, I’ll walk you through my structured process for running role-plays, including a worksheet to help you map out sessions and stay focused on your goals. When GMs prioritize role-playing, they set the standard for their managers and create a culture of excellence.

This is more than a training session—it’s the real "save-a-deal" meeting. Tune in to learn how to make role-plays easy, impactful, and a game-changer for your dealership.

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.

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. 

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

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 tackle one of the biggest challenges dealerships face: turnover. With 70% turnover rates in sales and service, it’s nearly impossible to build client loyalty or hit nationally ranked numbers when you’re constantly starting over with new team members.

The solution? It starts with the General Manager. I share the tactics I’ve used to shift team behaviors and improve retention, beginning with the leadership at the top. From personally observing processes in service and sales to identifying patterns in body language, communication, and professionalism, I reveal how GMs can better understand the root causes of turnover and implement targeted training that works.

We’ll explore how nurturing your team members’ success—and showing them you genuinely care—creates the environment needed for loyalty, growth, and better results. And we’ll discuss why GMs need to spend more time in the service department, where the real momentum lies.

Plus, I’ll share actionable strategies like daily MVP recognition to inspire and motivate your team to reach their potential. This episode is your playbook for reducing turnover, building a stronger team, and ultimately driving better outcomes.

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. 

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

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

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.