Value vs. Affordability
Reframing
Why Does the Phone Ring
Active Listening
Trust
The Sounds of Courtesy
Active Listening
Honesty
Tech Talk
Employee Over Talking
Empathy vs. Sympathy
Benefits vs. Features
The Volume Problem
Transactions
In-Person Greetings
Elevated Response
Customer Honorary
Cheap vs. Inexpensive
Phone Etiquette
Calls for Estimates
Full Pricing
Effective Phone Greetings
Objections - Getting Started
Rule #1 - Don't Lie
Runaround
Hold
Clock Ticking
What's Next?
Can I See That?
Rule #2
Tone
Proper Timing
Can You Avoid Saying "No?"
You're Wrong
Kindness
A Proper Tone
Voicemail Fundamentals
Be Hearty in Your...
Sir, You Are Being Retained
Product Knowledge
Distractions
Advocates
Temper Temper
Why?
When It's Best to be Last
A Rining Phone - Urgent
Let's Debate Process
Knowledgeable
Positive
I Can't See
Rephrasing
Compliments
What's Next
Write it Down
Lounge Language
Trust
Transactions/Relationships
Cheap
Extreme Service
Appreciation
Pass the Buck
Transparent
Informality
Professional Look
Greetings
Customer Appreciation
Relationships
Employee Over Talking
Respect
Imagine
Service is a Choice
Patience
Vague
Managing Time Perceptions
Empathy
Smile
Relationships
Vicky
Knowledgeable
Why
Features vs. Benefits
Comebacks
Under-Promise/Over-Deliver
Patience
Trust
Black Hole
The Johari Window
Time
Up Front Contracts
Reframing
Connecting Around the Car
Inside and Out
Hanging On
Greeting
Good Humor
Quick Connections
Dealing with Sorrow
Greatest Opportunity
Smooth Transitions
Time
Fill the Gaps
Speed is Life
Show Business
What - Where - When
Thank You Notes
Business Cards
Point of Product Knowledge
Other Business Referrals
Meaningful Connections
Ad Awareness
An Ethical Standard
Advocacy
Price, Quality, and Service
Just a Little Bit More
Mutual Mystification
Long Before the Need
Become Interested...People
Reliable
Problem Resolution
What's Next
Lost Opportunities
Directions
The Star of the Show
Good Blocking
Voicemail
An Important Standard
Service Deficit
Smile
Be Like My Dentist
HOLD
Attitude First
Making the Middle Work
Can You Avoid Saying "No?"
Show the Screen
Appreciation
Waiting Made Easier
Selling - Ask for the Sale
Video - Establish the Need
Selling - Outline the Benefits
Recharging
Selling
The Art of Apology
Relationship - Retention
Active Listening
Great Communication
Regular Maintenance
Dealing with Grief
Customer Co-Branding
Reflective Listening
The Shuttle Driver
The Most Common Complaint
Avoiding "No"
Repair Order Dos
Repair Order Don'ts
Customer Engagement
Empathy
Sales Talk
Voicemail
Gaining Time
Time Warriors
Children
Christmas Message from Corky
New Year's Message from Corky
Developing Customer Loyalty
Trust
The Most Helpful Consultant
The Where Question
Amazing Greetings
Timeless Service
Your Purpose
Friendly
Supporting Your Co-Workers
Helpful
Humor at Work
Courteous
Being Your Best Self
Kind
Fun at Work
Customer as King
Personal and Professional Growth
Saving Money
Creativity
Making Money
Building Friendships
Networking
Informal Language
Cheerful Giving
Blocking for Better Sales
Advantage Dealer
Brave
Saving Money
Kick Starting Your Career
Asking for the Sale
Work/Life Balance
Engagement at Work
Tire Sales
Setting the Stage for Sales
Closing the Sale
Showing Respect
Earning Respect
Promoting Your Brand
Honoring Your Processes
Customer Appreciation
Five Reasons a Consultant Should be Promoted
Christmas Wishes
New Year Goals
Maintenance Language
Selling Wipers
Deleting Ambiguity
A Selling Process
Fixing Sales-2-Service
Selling Wipers
The Vehicle Inspection Process
Cabin Air Filters
Organization
The Action Close
Using Point-of-Purchase
Building Confidence
Making Quick Connections
Your Best Customer
Giving Helpful Feedback
Avoiding No
Reducing Wait Time
Lifelong Learning
Turn It Over
Repair Orders - What
Repair Orders - Where
Repair Orders - When
Diagnosing in the Lane
Connecting with Your Customer
Phone Essentials
Keeping Pace with Customers
A Positive Disposition
Don't Diagnose
Grammar Basics
Repair Order Lingo
Spell Like a Champion
The What Question
The Where Question
The When Question
The RO Investigator
Don't Diagnose
Recording Concerns
Grammar Fundamentals
The Upside of Comebacks
More Grammar
Avoiding Arguments
Kindness
Positive Thinking
BDC Communication
The Buck Stops Here
Listening
Repair Order Breakdown
RO Review Diagnostics
Repair Order Concise
RO Review What - Where - When
RO Review Tech Language
Liaison
Organized
Great Communicator
Teaching Customers
Don't Diagnose - Avoid Defensiveness
Emotional Intelligence (EQ)
Matching Speed and Quality
Repair Order Coaching
Time Management
Lifelong Learning
Helping Others
Saving Time
What Techs Want
Interpreter
The Language of Maintenance
Car Care Facts
The Power of Positive Thinking
Being Organized
Value Added Language
Patience
The Comeback Kid
The Consultant Diplomat
Teach Now, Sell Later
Career Advice
Off the Phone and Into the Store
Team Player
Objections
Keeping Pace with Sales
Tire Tools
When Followers Lead
Humble Consultant
Tone of Voice
The Star of the Show
Psychology
Avoiding "No."
The Power of Why
Friendly
A Strong Exit
Dress for Success
Sprinkle Some Kindness
Wiper Sales
Kind Expressions
Beat the Clock
The Choice Close
The Question Close
Your Competition
Relaxation
Initiative
The Value of Process
Your Customer's Name
Growing Your Customer Base
Word of Mouth
The Next Service Visit
Features vs. Benefits
The Time In Between
Spread Some Cheer
Fuel Savings
The 80/20 Principle
Why MPVI
Distinctive Service
Calm Down
Making the Case for Maintenance
From a Call to a Visit
Filling the Sales-2-Service Gap
Building Credibility with MPVI
Customer Appreciation
Reframing
Reducing Carryovers
Setting the Next Appointment
Show and Sell
Organization
Battery Language
Names
Value
The Price Objection
The Error Opportunity
Ambiguous Language
Speaking of the Competition
That's the Way It's Always Been
The Tire Opportunity
Referrals
Interruptions
Next Visit and the MPVI
Your Quality Story
Your Service Story
Your Best Attribute
Smile
Dealing with Distractions
Enthusiasm
Digital Proficiency
Common Courtesy
Business Measures
Meaningful Distinctions
Turn it Over
Your Customer's Children
UVeye
GM Training
Faithfulness
Resilience
Work/Life Balance
Confronting Anger
The Edge of Service
Speed
Compensation Facts
Downside to Exceeding Expectations
Digital Literacy
The Story Your Desk Tells
Phonedamentals
Simplifying Technology
Courtesy
Asking for Referrals
Comebacks
Best Thing About You
Stretched Too Thin
Special Order Parts
Trust
Humor
Listen
EV Jargon
Tire Talk
Show and Sell
The Art of WOW
Smile
Word of Mouth
Managing Up
Acknowledging Military Service
Indifference
Maintenance
Point of Sale
Speed
Apologies
Temper Temper
Celebrate
How to Become a Service Legend
The Upside of Pride
Value vs. Affordability
Selling and Buying
Selling Words
Building Rapport