Additional services recommended by the shop are an important indicator of sales effectiveness.
Get the latest tips and best practices for running your auto repair shop or tire shop with our monthly newsletter. Customers will not be customers very long if they don’t have a good relationship with their direct point of contact.
It is my understanding, from talking to other employees, that the GGR company is recognized for not only rewarding success, but giving employees opportunity to grow as well. Obvious indicators are revenue and profitability – critical factors to immediate success. When the vehicle is delivered to the customer and the repair order is closed out, the appointment for the next scheduled preventive maintenance service can be scheduled in advance.

When a vehicle is brought in for service there are usually a number of potential services that are identified as the result of inspection. Assuming that good quality technical service is provided, the most important aspect of service to the customer is the interaction with the front line representatives of the business. If the sales person is effective at this the shop will have a good amount of business booked in advance. A sales person not only has an immediate impact on the bottom line but can also affect future sales and growth possibilities. Sales effectiveness can be measured by the number of visits versus the number of advance appointments booked within a given time period.
A certain amount of customer attrition should be expected in any business but sales relationships should not be a major contributing factor.

So a measurement of sales effectiveness can be based on the value of recommendations sold versus those recommended within a given time period.
The portion of customer attrition due to poor sales relationships versus the overall attrition rate is an important component of measuring sales performance.
A sales person can take orders and process them or they can ensure additional ongoing business is earned. Evaluating a sales person from this perspective is based on a more long term view of business success.

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