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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

54:47

Just Google Us Book: Jay Mealey, Top Dealer on Trust,...

Dealer Talk With Jen Suzuki ·

2026/10/02

What does it take to build a dealership confident enough to tell customers, "Just Google Us"? Jen Suzuki sits down with longtime client and friend Jay Mealey, author of Just Google Us, for a candid conversation about transforming a family business through transparency, customer trust, and leadership. Jay Mealey is a high-performing Mazda, Subaru and Chevrolet dealer in greater Orlando, FL! From the early internet lead days to today's AI shift, Jay shares how public reviews changed his dealership

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16:46

Before You Call That Internet Lead… Take 60 Seconds

Dealer Talk With Jen Suzuki ·

2026/09/28

What if the best thing you could do when an internet lead comes in is NOT immediately pick up the phone? Give me 60 seconds. In this episode of Dealer Talk with Jen Suzuki, I'm breaking down how I approach internet leads before the first call ever happens and why great salespeople don't just call leads. They call stories. Where does the customer live? Have they bought or serviced with you before? Have they submitted other leads? What do the CRM notes tell you? What are they driving now? What might

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13:13

The Service Drive Problem Your Team Could Have Caught...

Dealer Talk With Jen Suzuki ·

2026/09/23

What if the biggest service problems your dealership faces aren't happening when the customer arrives? What if they started days earlier? In this episode of Dealer Talk with Jen Suzuki, Jen shares a lesson from a veteran advisor that completely changed the way she teaches appointment preparation: "Don't wait for problems to show up. Go looking for them." Elite advisors don't just manage appointments. They preview them. They look ahead for the landmines that create frustration: A recall part that

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15:14

The First 90 Seconds: What GM's & Service Managers...

Dealer Talk With Jen Suzuki ·

2026/09/22

What if one of the biggest opportunities to improve CSI, service retention and work approvals happens before the MPI is even completed? In this episode of Dealer Talk with Jen Suzuki, I'm breaking down the first 90 seconds of the service experience and why service managers should be paying a lot more attention to what happens when an advisor first walks toward that vehicle. Customers pull into the service drive with uncertainty. How long will this take? What's this going to cost me? Is something

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16:46

Stop Calling Internet Leads Before You Do This

Dealer Talk With Jen Suzuki ·

2026/09/16

What if the biggest mistake with an internet lead happens before you even say hello? In this episode of Dealer Talk with Jen Suzuki, I'm breaking down why I want salespeople to take 60 seconds before making that first call not to wait, but to investigate. Where does the customer live? Have they done business with the dealership before? What's sitting in the CRM? What might they be comparing? Those clues can completely change the conversation. We'll get into why curiosity beats jumping straight into

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15:16

Would Your Customers Wait Until You're Back?

Dealer Talk With Jen Suzuki ·

2026/09/14

What makes a customer call the dealership and ask for YOU? It's usually not one incredible service visit. It's the little moments that stack up over time. In this episode of Dealer Talk with Jen Suzuki, I'm talking directly to service advisors about what separates the advisors who simply write repair orders from the ones who build a loyal book of business. The goal isn't just to win today's repair order. It's to become the advisor that customer wants again next year. Remember something personal

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10:59

Customers Don't Buy When They're Convinced. They Buy...

Dealer Talk With Jen Suzuki ·

2026/09/09

Customers don't buy when they've been convinced. They buy when they feel confident. After listening to thousands of dealership calls, Jen Suzuki has noticed a pattern: average salespeople focus on getting the appointment, overcoming the objection, or defending the vehicle. The best salespeople focus on something entirely different reducing uncertainty. In this episode of Dealer Talk with Jen Suzuki, Jen breaks down the overlooked skill that influences whether customers respond, keep appointments,

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42:11

She Mortgaged Her House to Buy a Dealership. Here's...

Dealer Talk With Jen Suzuki ·

2026/09/07

What does it take to keep growing when automotive retail is becoming more complex not less? Ivette Dominguez Drawe began her career selling BMWs. When the opportunity came to become a dealer, she and her husband mortgaged their home, opened credit cards as a backup plan and stepped into ownership during one of the industry's most uncertain periods. Today, their organization employs approximately 700 people, continues to acquire dealerships and remains deeply invested in its employees and

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12:24

Customers Liked You. So Why Didn't They Show Up?

Dealer Talk With Jen Suzuki ·

2026/09/03

Have you ever finished a conversation with an internet future buyer and thought, "That went really well" only to never hear from the customer again? Here's the harder question: What did that customer actually gain from talking to you? In this episode of Dealer Talk with Jen Suzuki, I'm digging into the heart of how I teach sales: Every customer should leave a conversation with more clarity, confidence, convenience, or useful direction than they had before it. Customers can find inventory,

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16:44

Your Managers Hold Meetings. But Can They Actually...

Dealer Talk With Jen Suzuki ·

2026/09/01

Have you ever walked out of a morning meeting thinking, "Damn, that was a great meeting" only to watch everyone return to the exact same behaviors by lunchtime? That isn't a meeting problem. It's a behavior problem. Dealerships ask sales and service managers to train their teams constantly. Improve the appointments. Strengthen the phone calls. Personalize the follow-up. Build more customer confidence. Increase repair approvals. But here's the question we need to ask: Who taught the managers how to

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14:01

The Invisible Work Behind Higher Approvals

Dealer Talk With Jen Suzuki ·

2026/08/28

Two service advisors can work in the same dealership, see the same customers, recommend the same repairs and get completely different results. Why? It may have very little to do with the estimate itself. After training with so many service advisors, I've noticed that customers often begin deciding whether they'll approve the work long before the MPI is complete. They're paying attention when the advisor greets them, remembers their name, asks about their plans for the vehicle, explains what will

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20:29

Stop Mastering the Comeback to Sales Objections....

Dealer Talk With Jen Suzuki ·

2026/08/18

There are things being said on dealership sales floors every single day that we need to retire. "What offers have you received?" "Who else are you shopping?" "What do I need to do to earn your business today?" "We're not going to lose your business over $200." As a trainer and coach, I understand where these responses came from. Many of us were taught them. But buyers changed. Today's customer has information, choices, pricing, reviews, trade values and multiple dealerships sitting in the palm of

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19:25

Salespeople, Before You Ask for the Appointment, Do...

Dealer Talk With Jen Suzuki ·

2026/08/18

I've listened to thousands of dealership phone calls, and there's one moment I hear over and over: "Do you have the vehicle?" "Yes." "Great. When can you come in?" And then we wonder why the customer doesn't show. As a trainer and sales coach, you must have great questions, the right questions. They must uncover important aspects to gettng appointments that show. In this episode of Dealer Talk with Jen Suzuki, I'm breaking down how I coach salespeople to stop collecting information and start

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10:57

Stop Selling the Car They Asked About | Expand the...

Dealer Talk With Jen Suzuki ·

2026/08/11

The first car a customer asks about is rarely the one they actually buy. So why do so many salespeople build the entire opportunity around ONE vehicle? A customer calls about a black Tahoe they found online and immediately the salesperson locks in: availability, price, features, photos, incentives and appointment. Meanwhile, that customer may be looking at multiple vehicles and talking to multiple dealerships. In this episode of Dealer Talk with Jen Suzuki, automotive sales coach and trainer Jen

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09:15

The More You Talk, The Less They Buy | The Sales...

Dealer Talk With Jen Suzuki ·

2026/08/11

What if the thing you think makes you better at selling is actually costing you deals? In this episode of Dealer Talk with Jen Suzuki, sales coach and trainer Jen Suzuki breaks down one of the most common habits she sees in dealership training, call recordings, and role plays: salespeople talking too much. A customer walks in and the salesperson immediately starts explaining inventory, incentives, MPG, warranties, pricing, features, colors and specials. It feels productive. It feels like selling

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46:09

How Character Built the Preston Automotive Group...

Dealer Talk With Jen Suzuki ·

2026/08/05

What really creates a great leader? It's probably not what you think. In this episode of Dealer Talk, I sit down with Dave Wilson, founder of Preston Automotive Group, to talk about something much bigger than dealerships, profits, or expansion. We talk about the moments nobody sees. The mentors who shaped him. The difficult conversations every leader eventually has to face. Why culture always starts with character. How "show the love" became a core business philosophy. Why humility is a competitive

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11:47

The Most Overlooked Skill in Automotive Sales is the...

Dealer Talk With Jen Suzuki ·

2026/08/04

Have you ever made it all the way to the desk only to hear... "I just need to think about it." Most salespeople blame the numbers. The trade. The payment. The manager. But what if the deal was actually lost before you ever sat down? In this episode, I break down one of the most overlooked skills in automotive sales—the vehicle walk-around—and why it's far more than pointing out features. Customers already know the specs. They've researched the technology. They've watched the YouTube videos. What

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19:47

The Confidence Advantage Every Service Advisor Needs

Dealer Talk With Jen Suzuki ·

2026/07/29

Most advisors think they need more traffic. They don't. They need stronger conversations. In this episode, I'm breaking down one of the biggest reasons advisors hit an income ceiling and it has nothing to do with your dealership, your manager, or the economy. We'll talk about why some advisors consistently outperform everyone around them, how confidence changes customer decisions, why discounting quietly destroys your paycheck, and the mindset shift that separates order takers from trusted

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14:36

The Financing Conversation Every Advisor Should Master

Dealer Talk With Jen Suzuki ·

2026/07/23

Most service advisors assume price is the problem long before the customer ever says it. That's where profit disappears. In this episode, Jen Suzuki challenges one of the biggest habits hurting dealership service departments: discounting before exploring better solutions. Learn why financing should be one of your first "bats" instead of your last resort or never, how immediate discounts quietly destroy your ELR, gross profit and customer confidence and why the best advisors never assume someone

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42:42

She Built One of the Best Service BDC Teams I've Ever...

Dealer Talk With Jen Suzuki ·

2026/07/20

When people think about a Service BDC, they usually picture someone answering phones and setting appointments. Emma Cole saw something completely different. When she stepped into one of the largest service departments in the country, there wasn't a blueprint waiting for her. She had to build the department, earn trust with advisors, hire the right people, create new processes, and figure out how to keep a team motivated while making hundreds of calls every day. And she did. In this episode, Emma

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