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Service for Sourcing: Getting More Trade-Ins from Fixed Ops w/ Ken Mauldin
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In this KPI Cafe, Ken Mauldin, Corporate Fixed Operations Director for Purdy Group USA, offers up insights about the small change that he and his team made that created big results for the dealership: more trade-ins from the service department.
He explains the balance of data analysis and observation that lead to a verbiage change in one of the questions consumers were asked to answer that now generates a reliable and consistent source of used inventory. The question, however, is just a cog in an entire framework and process that makes it all work.
Here's what you can expect:
Opening Comments and Context
What's Going on in Auto? w/ Dave Spannhake
Disclaimer About Audio!
Kicking Off the Interview w/ Ken Mauldin
Ken's Origin Story
Details and Trends to Watch in Fixed Ops Reports
- 3 Primary Trends
- Reversed Focus
- Time and Expectations
The Change to Get more Trades
- "Inspect What You Expect"
- Brainstorm from Observation
- The Process
- 10% Goal: 15% Reality
Kiosk Process
- Concierge
- It's All About Time
- Uniformity
Other Impacts of Using Service for Trade-Ins
- Familiarity
- Sales-Service Synergy
Closing Tips for Fixed Ops Directors
- Listen!
If you like what you've heard today, please be sure to subscribe to the KPI Cafe!
Chapter
1. Opening Comments and Context (00:00:50)
2. What's Going on in Auto? w/ Dave Spannhake (00:03:45)
3. Disclaimer About Audio! (00:14:15)
4. Kicking off the Interview w/ Ken Mauldin (00:14:57)
5. Ken's Origin Story (00:15:35)
6. Details and Trends to Watch in Fixed Ops Reports (00:17:18)
7. The Change to Get more Trades (00:19:48)
8. Kiosk Process (00:24:16)
9. Other Impacts of Using Service for Trade-Ins (00:26:49)
10. Closing Tips for Fixed Ops Directors (00:29:18)
11. Previewing Next Week's Episode (00:31:04)
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