Valerie Ziebron

VRZ Consulting
www.vrzconsulting.com


Valerie Ziebron started VRZ Consulting in 1989 and has since worked with hundreds of clients – big and small to increase not only CSI and Profitability but also job enjoyment.  She firmly believes that “Work that’s fun, gets done!” She has delivered thousands of presentations around the world for dealers and their OEM partners.  Her clients have included Yamaha, Chrysler, GM, Eastman Kodak and many others.  Valerie makes a special study of what a dealership can do to “flip the switch from Reactive to Proactive” with the firm belief that to be profitable, you must be proactive.

Service and Parts Selling Skills

Wednesday, November 7
9:00 - 10:00 a.m.

Valerie Ziebron, VRZ Consulting

Are you maximizing sales opportunities at the service and parts desks? Do your service and parts advisors have strong skills in uncovering customer needs and hot-buttons, overcoming objections and asking for the sale? The types of training drilled into your sales team rarely makes its way to the shop. Yet, service and parts advisor positions are sales positions – with extra challenges since they are often working with unhappy customers and talking about technical mumbo-jumbo that the customer may not understand. This workshop highlights some of the key selling skills utilized by top service and parts counter workers from dealerships of all sizes. And as a special bonus, attendees will receive tips on ways to maximize sales that don’t take much time or effort and how to keep the shop busy in the slower season.

During this workshop, attendees will learn:
  • Selling skills that are tailored for the service and parts counters
  • Techniques to get customers to better understand and trust what we are suggesting
  • Ways to grow customer loyalty and increase your hours per repair order or parts/accessory transaction

Shops That Have Fun Get More Done

Wednesday, November 7
10:15 - 11:15 a.m.

Valerie Ziebron, VRZ Consulting

Is your dealership a fun place to work? Does your team come to work energized, creative and motivated? We certainly sell fun, but the more we incorporate being a fun place to work, the easier it is to attract and keep top talent - and the easier it is to achieve higher goals in CSI and profitability. It starts with management making a culture shift. This workshop will show you why it’s important to embrace more fun, how to get the party started, and how to keep it going. Dealers will also learn about sample best practices that have worked for other dealerships.

During this workshop, attendees will learn:
  • Compelling examples on how fun can become a strong competitive advantage that fosters impressive financials
  • Easy-to-apply ways to invite your team to lighten up (even the negative one you think will never come around)
  • Sample play-sheets to help get more engagement, creativity and ideas that will fit with your teams’ dynamics

Building Customer Loyalty in Service

Wednesday, November 7
3:15 - 4:15 p.m.

Valerie Ziebron, VRZ Consulting

Do you have any customers who are really loyal to you? Chances are good, they refer other customers to you and are easier to work with than a new customer you have little or no history with. This interactive workshop will look at what can be done at the service and parts counters to foster loyalty. Often it doesn’t take much more time and the effort put in pays big dividends on future visits.

During this workshop, attendees will learn:
  • What customers are looking for in a service department they can call ‘their shop’
  • Effective, simple ways to provide customized service and competitive advantages
  • Best practices that master advisors have used to build loyal fans