Customers still walk into used car dealerships expecting to get stitched up. Craig Walker decided to let them in before they arrive. In this episode, Craig talks to Simon Bowkett about Dealership Diaries, the YouTube channel where the whole team films behind the scenes, mistakes included. Craig explains how pointing out every mark on a car calms a nervous buyer, how a customer flew up from Kent to buy an F-Type after watching the channel, and how a £24.99 a month service plan brings buyers back to the workshop. Craig puts take-up at around 40%. The conversation also covers using the workshop to buy stock, treating the appointment as the new sale, hiring for personality and running KPIs through Claude straight from a DMS export. Craig finishes with the challenge still to crack: finding a number two. What's covered: • Why Craig puts 'disarming the customer' in the brand book and how the team does it on every car • How Dealership Diaries got the whole team on camera and what it has done for sales • The difference between active and passive customers, and how to stay in front of both • Running a £24.99 a month service plan at break-even, and the take-up of around 40% that Craig reports • Using the workshop and service advisers to spot cars worth buying in • Why Craig sees the appointment as the new sale, and why trial closes matter after the test drive • Hiring salespeople for personality and training everything else • Dropping a DMS CSV into Claude to track KPIs and stock turn, plus Simon's tip for recording sales meetings with Wispr Flow Craig Walker runs The Walker Motor Group, which owns Culloden Cars on the outskirts of Inverness, and co-owns the Top Car Services workshop with business partner Liam Grant. Craig says the group employs 17 people, and that the workshop, which started with three ramps, is moving up to seven with an MOT testing station. Craig still loves being in the weeds of the business. If you run an independent or manage a used car or service department and want more repeat business out of every customer you sell to, give this one a listen. 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: <a title="www.symcotraining.co.uk" href= "https://www.symcotraining.co.uk" target="_blank" rel= "noopener">www.symcotraining.co.uk</a>

Customers still walk into used car dealerships expecting to get stitched up. Craig Walker decided to let them in before they arrive. In this episode, Craig talks to Simon Bowkett about Dealership Diaries, the YouTube channel where the whole team films behind the scenes, mistakes included. Craig explains how pointing out every mark on a car calms a nervous buyer, how a customer flew up from Kent to buy an F-Type after watching the channel, and how a £24.99 a month service plan brings buyers back to the workshop. Craig puts take-up at around 40%. The conversation also covers using the workshop to buy stock, treating the appointment as the new sale, hiring for personality and running KPIs through Claude straight from a DMS export. Craig finishes with the challenge still to crack: finding a number two. What's covered: • Why Craig puts 'disarming the customer' in the brand book and how the team does it on every car • How Dealership Diaries got the whole team on camera and what it has done for sales • The difference between active and passive customers, and how to stay in front of both • Running a £24.99 a month service plan at break-even, and the take-up of around 40% that Craig reports • Using the workshop and service advisers to spot cars worth buying in • Why Craig sees the appointment as the new sale, and why trial closes matter after the test drive • Hiring salespeople for personality and training everything else • Dropping a DMS CSV into Claude to track KPIs and stock turn, plus Simon's tip for recording sales meetings with Wispr Flow Craig Walker runs The Walker Motor Group, which owns Culloden Cars on the outskirts of Inverness, and co-owns the Top Car Services workshop with business partner Liam Grant. Craig says the group employs 17 people, and that the workshop, which started with three ramps, is moving up to seven with an MOT testing station. Craig still loves being in the weeds of the business. If you run an independent or manage a used car or service department and want more repeat business out of every customer you sell to, give this one a listen. 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

Customers still walk into used car dealerships expecting to get stitched up. Craig Walker decided to let them in before they arrive. In this episode, Craig talks to Simon Bowkett about Dealership Diaries, the YouTube channel where the whole team films behind the scenes, mistakes included. Craig explains how pointing out every mark on a car calms a nervous buyer, how a customer flew up from Kent to buy an F-Type after watching the channel, and how a £24.99 a month service plan brings buyers back to the workshop. Craig puts take-up at around 40%. The conversation also covers using the workshop to buy stock, treating the appointment as the new sale, hiring for personality and running KPIs through Claude straight from a DMS export. Craig finishes with the challenge still to crack: finding a number two. What's covered: • Why Craig puts 'disarming the customer' in the brand book and how the team does it on every car • How Dealership Diaries got the whole team on camera and what it has done for sales • The difference between active and passive customers, and how to stay in front of both • Running a £24.99 a month service plan at break-even, and the take-up of around 40% that Craig reports • Using the workshop and service advisers to spot cars worth buying in • Why Craig sees the appointment as the new sale, and why trial closes matter after the test drive • Hiring salespeople for personality and training everything else • Dropping a DMS CSV into Claude to track KPIs and stock turn, plus Simon's tip for recording sales meetings with Wispr Flow Craig Walker runs The Walker Motor Group, which owns Culloden Cars on the outskirts of Inverness, and co-owns the Top Car Services workshop with business partner Liam Grant. Craig says the group employs 17 people, and that the workshop, which started with three ramps, is moving up to seven with an MOT testing station. Craig still loves being in the weeds of the business. If you run an independent or manage a used car or service department and want more repeat business out of every customer you sell to, give this one a listen. 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: <a title="www.symcotraining.co.uk" href="https://www.symcotraining.co.uk" rel="noopener noreferrer">www.symcotraining.co.uk</a>

How Craig Walker Uses His Workshop to Buy Stock

We continue with Part 2 of Tommy Gibbs's interview and there are more gems of wisdom on Used Cars.

We continue with Part 2 of Tommy Gibbs's interview and there are more gems of wisdom on Used Cars.

SMT508: Tommy Gibbs - Part 2

I consider Tommy Gibbs to be the best speaker on Used Cars and he kindly gave us some of time to share his experience in the trade. https://symcotraining.co.uk/podcast/ (c) 2021 Symco Training Ltd.

SMT507: Tommy Gibbs - Part 1

We still need to satisfy the customer's need for comparison when dealing with and incoming service booking.

We still need to satisfy the customer's need for comparison when dealing with and incoming service booking.

SMT506: Incoming Service Booking

More inspiring customer excellence stories from host, Simon Bowkett. Due to popular demand and specific requests, we have recorded an extended version of this podcast from 2 weeks ago <a href="https://symcotraining.co.uk/podcast/" target="_blank" rel="noopener">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

More inspiring customer excellence stories from host, Simon Bowkett. Due to popular demand and specific requests, we have recorded an extended version of this podcast from 2 weeks ago https://symcotraining.co.uk/podcast/ (c) 2021 Symco Training Ltd.

More inspiring customer excellence stories from host, Simon Bowkett. Due to popular demand and specific requests, we have recorded an extended version of this podcast from 2 weeks ago <a href="https://symcotraining.co.uk/podcast/" rel="noopener noreferrer">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

SMT505: Putting The WOW Into Customer Service EXTENDED VERSION

When used car stock is hard to come by, prospecting your database and service customers is key.

When used car stock is hard to come by, prospecting your database and service customers is key.

SMT504: Prospecting

Let's talk about how to delight a customer. It's the little things that make a difference. <a href="https://symcotraining.co.uk/podcast/" target="_blank" rel="noopener">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

Let's talk about how to delight a customer. It's the little things that make a difference. <a href="https://symcotraining.co.uk/podcast/" rel="noopener noreferrer">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

SMT503: Putting The WOW Into Customer Service

Presenting Tom Stuker, who has definitely been a force to be reckoned with in the automotive training sector for many years around the world. <a href= "https://symcotraining.co.uk/podcast/">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

Presenting Tom Stuker, who has definitely been a force to be reckoned with in the automotive training sector for many years around the world. https://symcotraining.co.uk/podcast/ (c) 2021 Symco Training Ltd.

Presenting Tom Stuker, who has definitely been a force to be reckoned with in the automotive training sector for many years around the world. <a href="https://symcotraining.co.uk/podcast/" rel="noopener noreferrer">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

SMT502: Tom Stuker

A great honour to interview Dave. We covered a lot, and there is something in this interview for everyone.

A great honour to interview Dave. We covered a lot, and there is something in this interview for everyone.

SMT501: Dave Anderson - Killer Instinct Will Get You Started, Mental Toughness Will Help You Finish

Be careful with external motivation, as any privilege quickly becomes a right. <a href="https://symcotraining.co.uk/podcast/" target="_blank" rel="noopener">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

Be careful with external motivation, as any privilege quickly becomes a right. <a href="https://symcotraining.co.uk/podcast/" rel="noopener noreferrer">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

SMT410: Motivation

Patrick discusses his thoughts on the OEM Agency Model. <a href="https://symcotraining.co.uk/podcast/" target="_blank" rel="noopener">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

Patrick discusses his thoughts on the OEM Agency Model. <a href="https://symcotraining.co.uk/podcast/" rel="noopener noreferrer">https://symcotraining.co.uk/podcast/</a> (c) 2021 Symco Training Ltd.

SMT409: Patrick Tessier

Simon Bowkett, from Symco Training, shares tips and ideas on selling in the motor trade from a sales and aftersales perspective, as well as interviews with industry leaders sharing some of their best practices.

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

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Simon Bowkett, from Symco Training, shares tips and ideas on selling in the motor trade from a sales and aftersales perspective, as well as interviews with industry leaders sharing some of their best practices. To find out more visit www.symcotraining.co.uk

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