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Ask leading and difficult questions with confidence
July 21, 2015

Ask leading and difficult questions with confidence  

We have been looking at the importance of asking questions, the right questions in the right order for the right reasons that generate the right results.

Tags: Counter intelligence, Retail sales, Wayne Williams

Arfa Syed says sharing images on Twitter is key. Research shows tweets with images receive 18% more
July 21, 2015

Look to Twitter for a treasure trove of data to enhance your business  

Signing up to use Twitter is one thing. Sending a tweet is another baby step. But using the social media network to draw attention to your business, engage with your customers and ultimately measure your results is another thing altogether. It might sound frightening and intimidating, but it doesn’t have to be.

Tags: Arfa Syed, Social media, Twitter

Source: “The Power of Putting your Customers at the Center of your Business”; Townsend
July 21, 2015

Customer Experience creates loyalty  

I met with a multi-store tire retail business owner recently who had no idea what “Customer Experience,” aka CE, meant. When I asked him about customer service, he knew immediately what to say: “Customer service is taking care of your customers,” he passionately proclaimed.

Tags: Customer Experience, Mike Townsend, Retail sales

This image shows the interior design planned for the three Belle Tire stores scheduled to open in
July 13, 2015

Burning issues: Tariffs, online sales, tight margins  Cover Story

The independent dealers on this year’s Modern Tire Dealer 100 are finding ways to grow in the face of government regulation, changing consumer buying habits and economic uncertainty.

Tags: Modern Tire Dealer 100

Bob Fox, owner of J&J Tire Factory in Helena, Mont., made his mechanical work more profitable by
June 25, 2015

Tips to measure and track your way to more profitable mechanical work  

What metrics should tire dealers track to make their mechanical work more profitable? Bob Fox, owner of J&J Tire Factory in Helena, Mont., answered that question during a presentation at the Tire Factory Inc.’s annual dealer meeting last February. (On May 28, Tire Factory announced it joined Point S, an international network of independent tire and car service dealers; details are on page 12 of this issue of MTD.)

Tags: Ann Neal, Bob Fox, J&J Tire factory, Point S, Service metrics, Tire Factory Inc.

Customer inquiries: ‘How’s ZAT sound?’
June 25, 2015

Customer inquiries: ‘How’s ZAT sound?’  

Ask the right questions, in the right way, in the right order, for the right reasons. When betting on horses, the “trifecta” is when someone picks the first three finishers in exact order, which yields a much larger payout. The same payout principle is true when helping customers select tires and service for their vehicles. Asking the right types of questions in the right order will yield the maximum benefit for the customer and the sales associate.

Tags: Counter intelligence, Sales training, Wayne Williams

ST tires: All-steel radial construction is meeting the demand for more carrying capacity
June 2, 2015

ST tires: All-steel radial construction is meeting the demand for more carrying capacity  

Special trailer (ST) tires are bigger, heavier and increasingly available in all-steel radial construction to meet the towing demands of more powerful vehicles and larger campers.

Tags: American Kenda, Ann Neal, East Bay Tire Co., Kenda USA, Maxxis International, TBC Corp., Trailer tires

Bridgestone says its Ecopia EP422 Plus is an all-season, eco-friendly tire that improves fuel
June 2, 2015

A cloud of concerns over green tires  Cover Story

Pop quiz: list the top qualities consumers seek when purchasing a new set of tires. Is green technology anywhere on that list? Plenty of Modern Tire Dealer readers say it’s not.

Tags: Bridgestone Americas Tire Operations, Continental Tire the Americas LLC, Eco tires, Going green, Goodyear Tire & Rubber Co., Green tires, Michelin North America Inc., Nokian Tyres Inc.

Questions that drive sales and satisfaction
June 2, 2015

Questions that drive sales and satisfaction  

In the arena of tire and service sales, “questions” are critical for a variety of reasons. Questions assist in the initial discovery process to determine what to put on the work order. The initial questions and answers point the conversation in a particular direction, which ultimately determines the final result or outcome. The types of questions asked and the tone of the questions can help or hinder the establishment of clarity and confidence.

Tags: Counter intelligence, sales and marketing, Sales training, Wayne Williams

Johnson Controls says the glass mat separator in its AGM batteries holds electrolytes in place
June 2, 2015

Is your shop ready for absorbent glass mat batteries?  

Battery composition and construction have changed more in the last six to eight years than they have in the prior four decades, according to Jim O’Hara, vice president of marketing for Clore Automotive Inc. More changes are coming fast as automotive manufacturers prepare for the federal government’s corporate average fuel economy (CAFE) standards, which set a 54.5 miles per gallon average fuel-efficiency goal for the 2025 model year.

Tags: Absorbed Glass Mat (AGM), Ann Neal, Bosch Automotive Aftermarket, Clore Automotive, Interstate Batteries, Johnson Controls, Midtronics, Odyssey Battery

Wheel fasteners
May 5, 2015

Wheel fasteners  

Wheel fasteners are arguably the most important components on any vehicle, responsible for securing the wheels to the vehicle, yet are often the least understood and appreciated. This brief article offers a basic overview of the often overlooked threaded wheel fastener — how to identify it and how to handle it.

Tags: 2015 Performance Handbook, Mike Mavrigian, Wheel fasteners

Balancing performance tires
May 5, 2015

Balancing performance tires  

Saying technology has changed over the last decade might be one of the greatest understatements that I’ve ever made. In 2005, tire pressure monitoring systems (TPMS) were primarily reserved for high-end luxury and sports cars. Anti-lock braking systems (ABS) and electronic stability control (ESC) were options. And people who thought the Blackberry was a smartphone were surprised when the first video was uploaded to a new video hosting service called YouTube.

Tags: 2015 Performance Handbook, Balancing, High Performance Tires, Kevin Rohlwing, Performance Handbook, Ultra-high performance tires

Examples of tire and wheel vibrational issues. The illustration at the top depicts an imbalance
May 5, 2015

NVH issues and answers  

In this article, we’ll address a variety of noise, vibration and harshness (NVH) issues. We’ll also offer tips on how to avoid and/or cure these ills.

Tags: 2015 Performance Handbook, Harshness, Noise, NVH, Performance Handbook, Vibration

The new counter works for both the dealership’s employees and their customers. It is now
April 15, 2015

100 years old and open to change  

Since 1911, Daniels Tire Service has been serving the greater Los Angeles and surrounding areas with dependable, quality products and service. Daniels Tire Service is a premier provider of commercial tires and operates a collection of retail tire and automotive repair locations.

Tags: Counter intelligence, Sales training, Wayne Williams

The Robinair AC 1234-6 ACS features a large, colorful graphic display screen and an on-board printer
April 14, 2015

Get ready for R-1234yf  

As more automotive manufacturers transition to using R-1234yf refrigerant, the need to update technicians’ training and the equipment in your shop is imminent.

Tags: A/C service, Air conditioning, AirSept, Idemitsu Kosan Co., Mahle Service Solutions, Refrigerant, Robinair

Manny Geno considers Tire Pros, and all the tools they offer him, his dealership’s secret
April 14, 2015

For the dealer, by the dealer  Cover Story

When Manny Geno took over the family tire business in 2006, he wanted to transform it from a grease monkey, good ol’ boy shop to a destination for customers who need tire and automotive work in the small town of Booneville, Miss.

Tags: American Tire Distributors, Big O Tires, Community Wholesale Tire Inc., Conrad's Tire Service Inc., Independent Tire Dealers, Independent Tire Dealers Group, Jack Williams Tire Co., Joy Kopcha, K & M Tire, Kauffman Tire, Mickey Thompson Performance Tires & Wheels, Program groups, SPF Management LLC, TBC Corp., Tire Factory, Tire Solutions, U.S. AutoForce

‘Counter culture’
April 3, 2015

‘Counter culture’  

Have you noticed that companies with excellent reputations serve up excellent customer experiences at the point of sale? As an example, when waiting in line to purchase a cup of coffee from Starbucks, you are likely to hear a barista say, “What can we get started for you?”

Tags: Counter intelligence, Sales training, Wayne Williams

Comments(1)

Free vehicle inspections can be followed up with offers of car care packages that often convert
March 31, 2015

Want to grow your business this spring? Try giving away a service  

Commitment-free vehicle inspections give tire dealers a chance to market their services to prospects who come into their stores. Many consumers delay or avoid preventive maintenance. A free inspection can motivate a driver to take a vehicle to a shop to see what’s needed to prepare a vehicle for warm weather driving after a harsh winter.

Tags: Ann Neal, Auto service, Car Care Council, Spring car care

Tire technician Tyler Helmig balances a tire at Jost Tire Co. The small-town Missouri dealership
March 31, 2015

An economy for light truck tires  

The economy is giving the green light to light truck tire sales. Pickup trucks are the most popular new vehicles sold in the U.S., and a majority of the fastest-selling used vehicles are trucks and SUVs. Lower gas prices are helping Americans fall back in love with bigger, less fuel efficient rides.

Tags: Jost Tire Co., Light truck tires, LT tires, Montalbano Tire & Auto Service, Pilger's Tire & Auto Center

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