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Elevate and educate: taking your service and sales coaching to the next level

Welcome to another episode of Loyalty-Based Sales Strategies on CBT News with host Jen Suzuki, president of eDealer Solutions, sales coaching veteran, and NADA Academy guest instructor. In this episode, Suzuki examines the need for an engaging approach to education and mentorship in the dealership and shares her solutions for maximizing opportunities in both sales and service.

Key Takeaways

1. Suzuki emphasizes the importance of adapting to today’s workforce by recommending concise, engaging 10-minute sales coaching sessions during meetings. These sessions aim to keep team members focused and motivated without causing burnout.

2. Effective leadership involves active participation in service and sales coaching. Leaders are encouraged to facilitate solution-oriented discussions, which helps in reinventing and elevating team strategies to achieve business goals.

3. Suzuki suggests using real recorded calls during training sessions to analyze and improve sales techniques. By listening to these calls with the team, they can identify strengths and areas for improvement, making the training more relevant and practical.

4. Through highly engaging sales coaching, teams can learn to see every customer interaction as a potential opportunity while adopting proactive strategies like recognizing cues for upselling or cross-selling during service calls.

5. Suzuki promotes a service and sales coaching environment of continuous feedback and improvement, where team members are encouraged to discuss what works and what doesn’t. This open dialogue fosters a team that is adaptive and eager to enhance performance through practical, positive changes.

"Everybody needs a coach and a mentor, and it's our leadership's job to get in the game and help the team start talking about solutions." — Jen Suzuki

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Colin Velez
Colin Velez
Colin Velez is a staff writer/reporter for CBT News. After obtaining his bachelor’s in Communication from Kennesaw State University in 2018, he kicked off his writing career by developing marketing and public relations material for various industries, including travel and fashion. Throughout the next four years, he developed a love for working with journalists and other content creators, and his passion eventually led him to his current position. Today, Colin writes news content and coordinates stories with auto-industry insiders and entrepreneurs throughout the U.S.

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