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PODCAST

Dealer Talk With Jen Suzuki

Jennifer Suzuki, eDealer Solutions

Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast and is a free educational series for Dealers, Managers, Sales Teams and anyone in the Auto Industry that has a desire to obtain information that will propel growth, lead the auto industry and invoke progressive strategies. We will educate on staying relevant, offer ways to improve vehicle sales and service, CSI and retention. Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast. Use #DealerTalkWithJen

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All Episodes

19:19

Building Relationships at Write-Up: The Secret to...

Dealer Talk With Jen Suzuki ·

2025/03/04

Too often, service advisors treat the write-up process as just another transaction. Big mistake. If you want to boost revenue, retain customers, and build long-term trust, relationships must come first. In this episode, I break down how to turn every customer interaction into a lasting relationship—starting from the moment they pull into the service drive. I go over: ✅ Why eye contact, body language, and tone set the stage for success ✅ How to ask the right questions to uncover more opportunities ✅

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16:30

Technician Videos: The Secret to More Work Approvals...

Dealer Talk With Jen Suzuki ·

2025/02/26

In this episode, we’re tackling a major gap in dealership service departments—technician videos. These videos are a game-changer for gaining more work approvals, yet most technicians receive zero training on how to shoot them effectively. Data shows that shops using video can double RO sales, with TruVideo reporting a 20-30% increase in revenue per RO. But here’s the problem—background noise, unclear explanations, and long-winded clips are costing you approvals and money. I’ve been training service

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14:19

Who Needs Their GM Most? 🛠️Service BDC—The Powerhouse...

Dealer Talk With Jen Suzuki ·

2025/02/19

Are you, as a GM, truly present with both your sales and service BDC teams? Too often, GM involvement leans heavily toward the sales BDC while the service side gets overlooked. Why? Because sales is familiar—it’s where many GM’s built their careers. But here’s the reality: your service BDC is just as critical, responsible for over 150 appointments per day, fueling the entire dealership’s success. In this episode, we break down why your involvement matters and how a hands-on approach can drive

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13:20

Recognition, Competition & Culture: The Sauce to a...

Dealer Talk With Jen Suzuki ·

2025/02/05

Ever walk into the dealership in the morning and feel that slow-motion energy? People shuffling in, sipping coffee, staring at their screens, waiting for something to kick them into gear. Then—something shifts. Maybe it’s a manager calling out yesterday’s wins. Maybe it’s an MVP shoutout for someone who went above and beyond. Maybe it’s a fun, competitive challenge that gets people fired up. Energy is contagious. The way you start the day sets the tone for how it will go. I always tell

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18:30

Teach, Demonstrate, Apply: The Role-Play Method Every...

Dealer Talk With Jen Suzuki ·

2025/01/29

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it’s one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you’re teaching. I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or “fake” at first, but it’s critical for

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14:34

Reducing Turnover: How GMs Build Loyal Teams and...

Dealer Talk With Jen Suzuki ·

2025/01/27

In this episode, I tackle one of the biggest challenges dealerships face: turnover. With 70% turnover rates in sales and service, it’s nearly impossible to build client loyalty or hit nationally ranked numbers when you’re constantly starting over with new team members. The solution? It starts with the General Manager. I share the tactics I’ve used to shift team behaviors and improve retention, beginning with the leadership at the top. From personally observing processes in service and sales to

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17:04

Head Coach Mentality: How GMs Build Winning Teams...

Dealer Talk With Jen Suzuki ·

2025/01/22

Many of you know this but I am privileged to work alongside so many high performing dealerships and their leadership. Most top 20 in the country for their brands. I use my podcast to share what I learn, teach and implement with the end game - building a championship team. In this episode, we dive into the critical role General Managers (GMs) play as the "head coaches" of their dealerships, driving performance through daily coaching of their management teams. Achieving championship-level

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12:18

What 🛠️Service Departments Are Getting Right:...

Dealer Talk With Jen Suzuki ·

2025/01/20

In today’s episode, I share my experience working alongside dealership service teams and witnessing what’s being done right to build trust and elevate the customer experience. From the smiles and eye contact at check-in to the small, deliberate acts of trust-building, service advisors and BDC agents are making a difference. Many dealerships are targeting customer experience right now, but it’s service departments that handle the most clients daily, making this effort non-negotiable

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11:51

Pick Up the Phone: The Key to Unlocking Sales in...

Dealer Talk With Jen Suzuki ·

2025/01/18

In this episode, I tackle one of the most overlooked issues in service departments: relying solely on texts and videos to sell work. Service Advisors, it’s time to pick up the phone and ask for the business—every single time! I explain why this is important. We’ll explore why some advisors skip the call, how judging customers costs you sales, and the importance of educating and informing your customers about their vehicle’s needs. You’ll learn practical strategies to overcome

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21:09

Taking Swings: Mastering Price Objections to Book...

Dealer Talk With Jen Suzuki ·

2025/01/14

In this episode, I’m breaking down one of the most common challenges in automotive sales: handling customers who demand prices over the phone or say they’ve found a better deal elsewhere. You’ll learn: Why giving a number too soon often leads to dead ends—and what to do instead. The importance of asking the right questions to redirect the conversation and build value. Proven strategies to stand firm on your pricing while confidently asking for the business. This isn’t about dodging the tough

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15:43

Client History: The Key to Customer Loyalty and...

Dealer Talk With Jen Suzuki ·

2025/01/11

In this episode, I dial into a game-changing tactic for sales and service teams: leveraging client history. Imagine knowing exactly where a customer stands—whether they’re a loyal advocate or a first-time visitor—and using that insight to create personalized, value-driven experiences. Learn how this one step can instantly make customers feel valued, welcomed, and appreciated, all while helping you overcome price objections and skepticism. I’ll share actionable strategies that make it easier to

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47:45

The Rise of Call-Driven Car Buyers: Why Phone Systems...

Dealer Talk With Jen Suzuki ·

2025/01/07

In this episode, I sit down with Reuben Fine, who leads OEM partnerships at CallRevu, to dive into a critical yet often overlooked aspect of dealership success: phone calls. Did you know that 30-40% of dealership calls go unanswered? That’s a staggering number of missed opportunities that could dramatically impact sales and service outcomes. Reuben and I explore how dealerships can leverage technology, recorded calls, and insights to transform their phone handling processes. We discuss how OEMs are

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47:15

From Data to Deals: Leveraging Technology for Sales...

Dealer Talk With Jen Suzuki ·

2025/01/01

In this episode of Dealer Talk with Jen Suzuki, we welcome back Mary Catherine Kenny from automotiveMastermind. Fresh off being named to Auto Remarketing's prestigious 40 Under 40 list, Mary Catherine dives into how automotiveMastermind is transforming dealership sales processes with their innovative tools, including a redesigned customer deal sheet, enhanced Behavior Prediction Score, and new mobile capabilities. We explore the buzz around AI in automotive retail, the importance of nurturing

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12:37

The Risk Factor: Closing More Deals in Sales and...

Dealer Talk With Jen Suzuki ·

2025/01/01

In this episode, I dial into tackling one of the most overlooked yet powerful tools in your sales and service conversations: risk. Knowing how to talk about risk with your customers isn’t just a nice-to-have—it’s essential for showing value, solving problems, and closing deals. We’ll cover: Why identifying and explaining risk is crucial in every customer interaction. Real-life examples for sales and service teams that showcase exactly what to say and how to say it. How to use risk to connect the

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49:14

Leading with Purpose: Rita Case on Automotive...

Dealer Talk With Jen Suzuki ·

2024/12/17

So grateful to share time with Rita Case, a prominent figure in the automotive industry, best known for her leadership in the Rick Case Automotive Group, which she co-founded with her late husband, Rick Case. Together, they built a successful dealership network recognized for its commitment to customer service and community involvement. Rita shares her history as a pioneer in bringing brands like Honda into the US car market. She's been a dealer for 48 years! Find out an interesting story about her

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15:43

Unlocking Loyalty in Service & Sales | Easy Tactics...

Dealer Talk With Jen Suzuki ·

2024/12/13

Welcome back listeners! This is a quick yet impactful class tailored for everyone working in dealerships—both in sales and service. As competition heats up, creating a standout customer experience is more critical than ever, and I'm here to share actionable tactics that you can implement immediately to enhance relationships and drive loyalty! Let’s get it! Listen in as I explore the power of client history and its role in nurturing loyalty while boosting your bottom line. I’ll reveal key strategies

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40:43

Direct to You: How Autosled is Changing Car Transport...

Dealer Talk With Jen Suzuki ·

2024/12/10

Join us for an cool episode featuring two industry game-changers: Dave Sperau, Founder and Chief Revenue Officer of Autosled and Alex Snyder, CEO of FRIKINtech and President of Dealer Refresh. In this episode, we dive into the revolutionary world of transportation in the automotive industry, led by Autosled's remarkable growth. Dave shares his inspiring journey from car dealer to innovator, driven by his frustrations with inefficiencies in the vehicle transport process. Discover how he developed an

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15:48

Boost Your Car Sales: How Call Evaluation Drives...

Dealer Talk With Jen Suzuki ·

2024/12/01

In this episode, I get into the power of evaluating recorded sales calls—an often overlooked yet incredibly effective tool for driving more deals in automotive sales. I’ll share my personal journey into car sales, where I learned that phone calls were the true goldmine for lead generation, not just waiting for walk-ins. As the founder of the first internet sales training company, I’ve seen firsthand how dialing in on your phone process can make all the difference. Sales calls is how I built my

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58:23

Unnoticed Problem Areas in Dealership Marketing: How...

Dealer Talk With Jen Suzuki ·

2024/11/27

Showroom traffic may be down, but the deals are still there—if you know where to look. In this episode, Lindsey Shaker, Marketing Director at Shaker Automotive Group, reveals her problem-solving mindset and the hacks she uses to uncover hidden opportunities that many dealers miss. If you’re wondering why your dealership isn’t seeing the foot traffic you expect, this conversation is for you. Lindsey dives into the often-overlooked areas in dealership marketing, from phone systems to call tracking,

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30:18

Top Dealer, Rob Cochran's Vision for Automotive...

Dealer Talk With Jen Suzuki ·

2024/11/20

In this episode, I sit down with Rob Cochran, Chairman & CEO of Cochran Automotive Group, 39th largest dealer group in the nation, to dive into the future of the automotive industry and the critical changes dealers must embrace. Rob has also been on the NADA board since 2020 and is the upcoming 2025 Vice Chairman and 2026 Group Chairman. Rob sheds light on the government mandates, OEM conformity, and digitalization that are reshaping the landscape. From ADAS and autonomous driving to the impact of

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282 results

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