This week we revisit the first part of our interview with Gareth Timmins. What does Royal Marines training have to do with selling cars? More than you would think. Gareth Timmins joined up at 20 after a career in professional rugby league, passed out as a commando at 21, and wrote in a diary every day of the process. That diary became his book, Becoming The 0.1%, named after the one in a thousand who get through. In this episode he takes Simon through the parts that surprised him most. The sleep deprivation. The routines that kept him going when the motivation had gone. The strange rules that only make sense years later. And the moment at week 15 when he decided to stop fighting it. Honest, practical, and full of things you can take straight into your own team.

• What the first 15 weeks of commando training are really designed to do • Ten hours of sleep in two weeks, and what that does to a person • Why your routines matter far more than your motivation • The gym rule about touching your face, and the reason behind it • The night the training team threw everyone's kit down the stairwell • Cultural architects, cultural assassins, and how culture gets rebuilt • The sacrifice to life ratio, and how to use it on a goal that feels overwhelming • Simon and Gareth on standards, straight lines and why retail is in the detail

Gareth Timmins signed his first professional rugby league contract at 15 and was playing on television by 16. He left the game and joined the Royal Marines at 20, passing out as a commando at 21. His book, Becoming The 0.1%, is the diary he kept through the whole of training, and a second book on building culture inside organisations is due next year. Whether you run a dealership, a sales team or a service department, there is plenty here to take into your next team meeting.

Simon Bowkett, or Skippy to most of the trade, founded Symco Training and has been coaching service advisors and sales teams in UK dealerships for years. Everything covered here comes from air conditioning programmes Symco has actually rolled out inside dealer groups, not from theory. Service advisors, service managers and heads of business will all get something out of this one, so share it with your team before your next department meeting.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

It is plate change month in the UK, and Simon is in the studio rather than a dealership for this one. The subject is a question a lot of aftersales people are quietly worried about. When oil sales go, what replaces the income? Peter Smyth at Swansway Group rang after the tyre sales episode to ask exactly that, and this episode is Simon's answer. Tyres are worth doing, but they are a retention and trust play more than a profit play. Air conditioning servicing is the one that carries real margin, and most dealers already have the kit sat in the workshop. Simon walks through the full process, the knowledge your team needs, the objections they will hear, and how to price it against the cheap regas down the road.

• What Peter Smyth at Swansway asked about replacing oil income, and why the number worried them • Where tyre sales genuinely help, and where they fall short as a profit replacement • Air conditioning servicing versus diagnostic work, and why the difference matters to your comeback rate • How often it should actually be done, and how to get one consistent answer across your whole department • The five touchpoints where air con can be introduced, from pre-call through to the follow up • The 'I hardly use it' objection, and the boiler at home explanation that lands with customers • Why customers cannot feel the air con getting worse, and why they notice straight away once it is serviced • How to compare your full service against a £99 regas without getting dragged into a price fight Simon Bowkett, or Skippy to most of the trade, founded Symco Training and has been coaching service advisors and sales teams in UK dealerships for years. Everything covered here comes from air conditioning programmes Symco has actually rolled out inside dealer groups, not from theory. Service advisors, service managers and heads of business will all get something out of this one, so share it with your team before your next department meeting.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Selling In the Motor Trade is closing in on 300 episodes, and Simon Bowkett wanted to mark it properly. That means a thank you to everyone who has listened since the early lockdown episodes, and a question back to you about where the show goes next. Along the way he shares the numbers that put the milestone in perspective, including the fact that only 6% of podcasts ever reach 100 episodes and fewer than 1% get to 300. He looks back at the guests who have made the biggest impression, from US sales trainers to dealer group leaders here in the UK, and he is honest about how the topics have moved on. Agency has faded. Chinese brands, a crowded franchise market and replacing oil revenue have taken its place. Then he opens the floor to the audience.

• The story behind the show and why it started in the first lockdown • Podcast statistics that put 300 episodes into perspective • The guests who have stuck with listeners, from US trainers to UK dealer group leaders • How the trade's biggest questions have shifted since 2020 • Chinese brands and a UK market with around 97 badges competing next year • Replacing oil revenue as service departments look further ahead • Why competitor trainers are welcome on the show, and the rising tide argument behind it • How to suggest a guest, a returning guest or a subject, and what you get for it

Simon Bowkett, or Skippy to plenty in the trade, is the founder of Symco Training and the author of Words That Sell Cars. He has hosted this podcast since the first lockdown, interviewing sales trainers, dealer principals and industry leaders from the UK, the US and Australia. This episode is a solo, and it is as much a thank you as it is a plan for the next 300. Worth a listen if you follow the show, then send Simon a message on LinkedIn with the name you want to hear on it next.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Ever been told to go and prospect local businesses and thought, right, where do I even start?

This one is for you.

Simon Bowkett takes a client question about local business users, the buyers who are not quite fleet and not quite retail, and turns it into a step by step approach you can use this week.

It begins with a business you already look after. From there you find their competitors, use that connection to get past the gatekeeper, and give the decision maker a proper reason to meet you.

Simon also shares the referral question that gets customers introducing you themselves, the voicemail messages that actually get returned, and a simple idea sitting in your own accounts department that almost nobody uses.

Practical, honest, and built for a busy week on the forecourt.

• Where to start when you have been told to go and prospect local businesses • How to use AI to build a list of a customer's direct competitors • What to say to the gatekeeper so your call gets put through • How to ask for a referral in a way people actually answer • Why your dealership's supplier list is full of easy appointments • Three voicemail messages that get a call back • Handling the "we already have a supplier" brush off • Why face to face still beats email and LinkedIn for this buyer Simon Bowkett is the host of Selling in The Motor Trade and the founder of Symco Training, which coach sales and aftersales teams across UK dealerships. He runs a small business himself, so he knows why these buyers go quiet and how to bring them back.

The whole episode is built around a real question from a client.

Share it with anyone on your team who has a local business patch and is not sure what to do with it.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Think about every amber tyre your department advised on last year. Now count the customers who rang back and booked in purely to have them done. It fits on one hand. Colin McAllister spotted two in a single day across John Clark Motor Group recently and it was unusual enough that he noticed, in a group with a site running 40 retail ramps. In this episode Simon Bowkett, Colin McAllister and Darren Bedford of Symco Training work through how red and amber work actually gets communicated, from the drop off conversation to the phone call that decides whether the customer says yes or drives to a fast fit. The line that kills your update calls. The rule that settles whether an item is red or amber. And why quoting your competitor's tyre price yourself is the fastest way to keep the job in house.

• Separating the customer appointment from the car appointment so the golden hour survives a full drop off rush • The drop off agenda: payment method, VHC explanation, best number for the advisor, email for the technician's video • "If you don't hear from me, that's good news, and I'll see you at four o'clock", and what it does to your inbound calls • Why the health check should wait until the diagnostic the customer actually paid for is finished • The grandma rule for settling red or amber, and the version technicians should be using on themselves • Quoting the fast fit price yourself, and why a five pound gap per tyre closes on convenience • "Did you need to get back to me about the price, or about when we could fit it?" • The tyre card John Clark hand to customers, printed 1.6mm thick because that is the legal limit

Colin McAllister runs group training and development at John Clark Motor Group and brings the tools they put in advisors' hands, including the percentage worn tyre card and the Tyre Safe link that takes the argument off the dealer. Darren Bedford is sales director at Symco Training and spends his weeks inside service departments, which is why he keeps pulling this back to language rather than effort. If your amber work goes quiet after the phone call, play this to your service advisors before Monday's drop offs.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Simon Bowkett is joined by Colin McAllister of John Clark Motor Group and Darren Bedford of Symco Training for a proper after sales conversation. They get into service plans and retention, the golden hour, how quickly a VHC video needs to reach the customer, and what happens to the job when authorisation lands three hours too late. Colin shares the real auto authorisation figures across the group, and there are two cracking stories in here about the value of a good technician, one involving a coffee machine and one involving a screwdriver and a very large invoice. • Service plans, price protection and why they hold retention together when money is tight • The golden hour, and the 15 minute standard through technician, parts and front desk • Real auto authorisation rates across John Clark, plus how fast customers respond to the video • Why long lead times push away the service customers you actually want • Getting credit for diagnostic work instead of handing over a no fault found • The coffee machine story and the FedEx invoice, and what they say about your labour rate • Where technicians are coming from now, apprenticeships, ex forces recruits and fast track Level 3 • Simple contact habits at drop off that get you an answer while the car is still up in the air Colin McAllister is group training and development manager at John Clark Motor Group and looks after training across the group's dealerships, including its apprentice programmes. Darren Bedford is sales director at Symco Training and works with service departments across the country on process and workshop planning. Both have been on the show before and both know the trade from the inside. Send this to your service advisors and your service manager, then look out for part two next week where the guys cover how to put it into practice in your own dealership.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Do you actually want to be in the tyre business? It sounds like a simple question, and most dealers answer it with a quick look at the margin. Simon Bowkett reckons that's the wrong test. In this episode he explains why tyres are worth doing even close to break even, because of what they protect. Keep the tyre work and you keep the customer. Lose it and you hand a fast fit the chance to sell them servicing, wipers, batteries and a winter check. He also covers the practical side. How to quote, how to explain tread depth so it actually registers, how to get tyres checked early enough to sell them, and why sitting on the fence causes more problems than staying out altogether.

• The real question to ask before you commit to selling tyres • Why stopping defection matters more than the margin on the tyre • How to quote the fast fit price yourself and keep the customer's trust • A clearer way to explain tread depth than talking in percentages • Checking tyres at drop off, the way many US service departments do it • What mismatched tyres do to noise, handling and stopping distance • How to give the customer a choice instead of a flat no

This one is Simon Bowkett on his own, drawing on years of training sales and aftersales teams in UK dealerships. Everything he covers here also runs through Symco's Sales Fitness and Today's Service Advisor programmes. If you run or work in a service department and tyres feel like more hassle than they're worth, give this one a listen before you decide.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Here's the upsell that costs you nothing in workshop grief. No cars pulled back off the ramps at ten to four. No service advisor watching their CSI score go out the window. Air conditioning servicing runs itself. The technician sets the machine going and gets on with the rest of the job. Yet most departments barely offer it. In this episode, Simon Bowkett lays out why that's a missed opportunity and how to fix it. He starts with belief, because a service advisor who thinks air con doesn't really need doing will pitch it exactly that way. Then he works through the whole process and the word tracks that make it land. This is about turning a quiet job into steady profit without piling more pressure on an already stretched team.

What's covered:

• The real reason air con servicing beats most red and amber upsells: the machine does the work • Why a stone through the condenser is diagnostic work, not a service, and why that distinction protects your credibility • The five touchpoints to sell it, and why you pitch at more than one • The SWAP format that lets the technician's video do the selling for you • Killing the 'I hardly use it' objection with the boiler analogy • Why the word 're-gas' is costing you money and confidence • The promise-me close that banks the sale twelve months out • What gets measured gets done: a simple leaderboard for air con servicing

Simon Bowkett, Skippy to most of the trade, runs Symco Training and hosts this show. He's not a technician and says so, but he's sat on enough Monday-morning service counters to know where the process falls apart. His job here is the sales and belief side, and he hands the technical weight to the people who fix the cars.

If you're a head of business, after-sales manager or service advisor, this is a quick win hiding in plain sight.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

If a customer walked onto your forecourt, got ignored for three minutes, then was told to hang on while nobody came back, heads would roll. You'd call it a process failure and fix it that day. So why is exactly that happening on your phone every single day? Roughly one in three callers never gets through to someone who can help. They're not cold leads. They want to buy or book. And when they can't reach you, they don't wait around. They phone the independent down the road who picks up. Phone leads convert at nearly double the rate of internet leads, yet they're the ones we let slip through. This episode lays out where the calls fail, why voicemail is a dead end, and five fixes you can check today.

What's covered:

• The one in three callers you never knew you were losing • Why phone leads convert at nearly double internet leads and still get neglected • Hold times, voicemail and the exact points where calls fall over • The Monday morning crunch that makes the service desk the biggest offender • How missed calls are quietly costing you service loyalty and repeat sales • What happens to your net promoter score when a customer has to explain themselves three times • Five fixes, including the one most owners never do: dial your own dealership

Host Simon Bowkett, or Skippy to regular listeners, runs sales training company Symco Training and spends his days inside real dealerships. This one is data led and personal. It started when he couldn't get hold of a newly acquired group on the phone, and a business partner asked him why it's so hard to spend money with dealers.

Before you spend another penny on marketing, listen to this and go dial your own dealership. You might not like what you hear.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Here is the trade-off nobody on the sales floor wants to admit. Every time your salesperson says just sell it to We Buy Any Car to kill a part-exchange objection, they are handing your best stock to someone else. Quick for them. Expensive for you. Simon sold four of his own cars through Motorway, Carwow and We Buy Any Car to see the process from the customer's side, and it was worse than he expected. Late outsourced drivers. An app arguing about a tyre inflation kit on run-flat tyres. A finance settlement that nearly left a black mark over £60. But the sharp end is this. Your used car department is your profit centre, and you are letting it starve to make one objection go away. This episode is about taking that stock back.

What's covered:

• The easy objection-buster that quietly drains your used car stock • What really happens at a We Buy Any Car drop-in centre • Why Motorway and Carwow quote almost identical prices to the pound • The outsourced drivers and app mistakes that put deals at risk • Why finance settlements through these services are not as seamless as they look • The window of opportunity close that keeps the trade-in with you • The one to ten condition question that stops distance sales going wrong • Why used car managers should worry more about their own salespeople mis-describing cars than customers

If you run a forecourt and you want to stop feeding your rivals, listen to this before your next sales meeting.

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words 'real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk