Sales Contact and Communication Best PracticesIntroduction
The Car Care Professionals Network (CCPN), a committee of repair shop owners recruited by the Auto Caressociation to serve in an advisory capacity, notes that because the nature of their business means that every
day is different based on customer needs, they need to keep in communication with their parts suppliers and other vendors to ensure they can provide the customers with best parts and service.
As such, CCPN committee members appreciate the opportunity to share with manufacturers, distributors,
manufacturers’ representatives and others how they prefer to be contacted and communicated.
Repair Shop – First Initial Contact – Repair Shops Dislike Cold Calls
For sales and manufacturers’ representatives who have never contacted a particular repair shop before, it is acceptable to reach out to/contact the repair shop; however, the purpose of this initial contact is only to learn the shop’s “rules of engagement.” In other words, the sales person should only collect information on:
- Who the right person is with whom to set up an appointment;
- How that person likes to be contacted (email, phone);
- When would be a good time to reach out to that person to set up a future appointment; and
- Learn how receptive the shop will be to you and your product(s)/service(s).
Sales representatives could have a short questionnaire/survey available to leave with the shop that asks for this information and provides instructions on how to submit the information. Click here for the full report
Contacting a Repair Shop if the Shop is an Existing Customer The first line of communication should be from an established distributor sales and/or manufacturers’ representative when making an appointment.