r e y n o l d s a n d r e y n o l d s Reynolds Consulting Services

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1 r e y n o l d s a n d r e y n o l d s Reynolds Consulting Services

2 Reynolds Consulting Services Table of Contents Reynolds Consulting Services... 4 Sales and ebusiness Consulting... 6 CRM and BOC Consulting... 8 Fixed Operations Consulting Business Office Consulting DMS Optimization Consulting Custom Consulting... 15

3 Expert Navigation. High-Powered Performance. True Comfort. Reynolds Consulting Services

4 Reynolds Consulting Services Reynolds Consulting Services (RCS), one of the most comprehensive and thorough consulting practices in the automotive industry, offers dealers a fresh perspective on common challenges. Reynolds consultants help dealerships optimize people, processes, and technology for maximum results, regardless of DMS. Expert Navigation Our professional consultants are seasoned veterans of the automotive retail business, with the broad vision to help steer your teams into processes that work best for you. Formerly general managers, sales managers, fixed operations directors, Internet managers, controllers, and other key dealership managers, Reynolds consultants are your partners, using their experience to guide you on the road to greater success. High-Powered Performance You ll experience proven results from over twentyfive unique process improvement programs designed with focus on all dealership departments. Reynolds consultants will help you achieve your desired business results by streamlining current processes, increasing system utilization, attaining higher efficiency, and complying with information security and privacy regulations. True Comfort Based on an analysis of your business needs and current approaches, Reynolds consultants will tailor processes and tools to best fit your dealership. With custom consulting, a local expert consultant will work with you on-site to address unique challenges and then help you and your employees put the best plan into effect. I would definitely recommend Reynolds Consulting Services to any dealership looking to increase system utilization and implementing best practices processes to increase their profits and efficiencies. Brad Styner, General Manager Airdrie Chrysler Dodge Jeep Airdrie, AB Canada 4

5 Our professional consultants are seasoned veterans of the automotive retail business, with the broad vision to help steer your teams into processes that work best for you. 5

6 Distinctive Styling Sales and ebusiness Consulting Increase profits and closing ratios, retain customers, and increase CSI scores by improving your sales processes in person and on the Web. Consumer acceptance has made the Internet mainstream in the automotive business. At least 60-90% of consumers use the Internet to initiate vehicle research prior to shopping, and these consumers have high expectations for the vehicle purchase experience. By assessing current dealership sales processes and tools, RCS can design and implement best practices, train sales staff on tailored processes, and follow-up on dealership progress. ebusiness Drive higher sales ratios from Internet leads. Consulting is available in three different packages Tune Up, Performance, and ROI Builder so you can choose what best meets your unique needs. With any DMS or Web solution, we can help you: Increase traffic on your dealership s Internet site. Validate Web site effectiveness. Successfully translate leads into appointments. Improve closing ratios on Web leads. Increase return purchases and referrals through proven processes. Our industry-leading training and consulting ensures you know how to use your system and have implemented and measured processes that help ensure the highest level of success in your dealership. Sales Process and Training With this 12-day prescriptive consulting engagement, your salespeople will gain the skills and knowledge to drive your custom sales process. The comprehensive, in-store assessment, training, consulting, and follow-up are tailored to help you address the following areas: Increasing gross opportunities. Customer follow-up. Customer information data collection. Desking. Operational and financial tracking and progress. We now gross over $30,000 additional per month from outbound cold calls and our Internet sales now account for 28% of all vehicles that we sell. Tom Vosen, General Manager Harbin Ford Lincoln-Mercury, Chevrolet Scottsboro, AL 6

7 Desk Management Accelerate your retail sales process with our prescriptive MS4S Process Menu Selling for the Showroom. You will learn to put your customers at ease with our proprietary Customer Agenda Clipboard and to drive a simple 4-step process that results in 2 proposal closes using a matrix choice close. With any Desking software or DMS system, your sales team will: Learn new process flows and talk tracks that put customers at ease. Discover how to educate customers on the trade appraisal process. Practice how to conduct meaningful walkarounds and demo rides on pre-planned routes. Work more effectively with the desk to prevent back-ups and re-writes. Learn the TLC 2 (Tender Loving Care and Think Like a Customer) method to improve negotiation effectiveness. Sell more cars faster and with higher sales satisfaction. Owner Loyalty Events Build customer loyalty by targeting the right customers at the right time to get them to return to your dealership. The Owner Loyalty Event is designed to attract a targeted set of your retail and lease customers back to the showroom, where you present them with a relevant and compelling case for purchasing or leasing a new vehicle. RCS works with you and your staff over four days to define the event, set it up, and meet with your customers to set the stage for a sale. With the help of your staff, during the consulting engagement, we will: Create a focus for the event. Clean your DMS name file to ensure you have the right addresses and are in compliance with customer privacy laws. Create and distribute a mailer for the target customers. Build and practice the word tracks for follow-up phone calls to schedule a dealership appointment. Help you define the metrics to determine event success. Be on-site to help you manage your event and sell vehicles. 7

8 Confident Navigation CRM and BDC Consulting Get the most from your investment in Customer Relationship Management (CRM) tools. There are key areas in the dealership where customer contacts can result in profits or losses depending on the interaction between your customer and your dealership representative. RCS can help your team follow best practices, so every prospect enjoys a consistently positive, professional experience. Through goals setting, process definition, scripts, action plans, follow-up plans, and coaching, our consulting engagements will help you sell more cars and be more efficient with customer communications and marketing initiatives. Use RCS to help you set up or improve an existing Business Development Center; or choose from our other CRM packages, each available in three levels so you choose exactly the help you need. Business Development Center Implementation Services Transform customer contact challenges into business opportunities with a new or existing BDC. You ll receive full service, tailored to meet your specific needs, based on initial assessment and recommendations. In-store implementation and follow-up visits ensure success and drive results. With a BDC, you will: Develop and manage a consistent communication plan. Increase closing ratios on Internet leads. Increase number of appointments that show to service. Decrease amount of special order parts left unclaimed. Improve customer satisfaction. Increase customer retention for both sales and service. 8

9 In eighteen months... the department is contributing to more than 50 sales per month... Lead Generation Boost your targeted marketing effectiveness, increase revenue, and grow profits by increasing your campaign response rates. Our consultants will coach your staff to: Mine your customer database for high value prospects and sold customers. Make the right marketing offer at the right time, via the right channel. Reduce wasted mail and unproductive cold calls. Lead Management Increase revenue and customer satisfaction by working more leads, setting more appointments, and selling more cars. Our consultants will coach your staff to: Convert more Internet prospects into interested leads and more leads into kept appointments. Implement tools and processes that drive professional interactions with customers. Capture business from customers who don t immediately buy from your dealership. Showroom Management Give every customer the best showroom experience possible. Consultants can help your sales team use your CRM tools to strengthen and measure model selection, customer data collection, and demo processes, so they reach their highest potential. Together we can improve your process for handling appointments, Ups, be-backs, and no-shows, to get your customers to the sales desk. In the eighteen months since first implementing the BDC, the department is contributing to more than 50 sales per month the Business Development Center has helped us retain our existing customers, conquest new phone and internet buyers, while providing a pleasant and consistent buying experience for our customers. Lawrence S. Searcy, Jr., Operations Manager and General Counsel Walker Automotive Alexandria, LA 9

10 Precision Tuning Fixed Operations Consulting Accelerate your dealership s profit potential and CSI in parts and service by plugging profit leaks, protecting yourself from errant body shop claims, and increasing efficiency and productivity with Reynolds Fixed Operations Consulting. Our consultants will carefully assess your needs and how well your current processes are working to meet them. They will suggest how to better utilize your current tools or to implement new processes that will work harder for you, and maximize your implementation of solutions that integrate with your ERA system. Service Sales Kit Go mobile to increase efficiency and improve customer service! During the consulting engagement, you and your team will work with a Service Sales Kit(SSK) expert to develop a selling on the drive process based on your dealership s goals. Service advisors and managers get one-on-one coaching, evaluation scorecards, and documented action plans for ongoing usage and metrics collection. Service Sales Kit consulting helps you: Provide better customer service by greeting customers at the car. Uncover additional selling opportunities and customer needs that my otherwise be missed. Increase efficiency by eliminating the need to walk back and forth between the vehicle and the computer. Improve your store s high-tech image and customer-friendly atmosphere. Choose the SSK engagement that best meets your needs: Utilization, Business Results, or ROI Builder. Service Price Guides Build customer trust and satisfaction by improving the accuracy and timeliness of repair estimates. Service Price Guides (SPG) is an estimating tool that helps provide customers with quick, accurate, and consistent pricing for service repairs. Using SPG, Reynolds consultants will help you implement consistent appointment, reception, and parts fulfillment processes that enable you to compete with other retail service chains and ensure maximum efficiency and profitability. 10

11 Technician Dispatching Complete more service jobs in less time by eliminating time-consuming steps in the vehicle repair process. Increase efficiency, revenues, and customer satisfaction in your service department with Technician Dispatching, an electronic process that systematically distributes repair assignments to technicians based on skill qualifications and the next highest-priority job. Your management team will learn how to most effectively load your shop and maximize technician productivity perhaps in ways you ve never considered using the latest best practices from across the country. Parts Asset Management Optimize your overall inventory investment. With Parts Asset Management, you will: Improve order accuracy. Speed up order generation and reception. Increase parts-to-service fill rates. Reduce parts obsolescence. Make inventory management a process, not an event. Our consultants will help you review your complete Parts Inventory and Invoicing applications and processes to identify areas that need improvement. They will help you prioritize the best opportunities to improve fulfillment and profitability and then help you get it done. with the help of Reynolds, we have NO parts inventory more than three months old Reynolds provides the most comprehensive tools I need to build on the success we ve enjoyed so far. Patrice McGrail, Dealer Principal Brossard Mazda Brossard, QC Canada 11

12 Unsurpassed Reliability Business Office Consulting Increase efficiency while reducing errors. Reynolds targeted Consulting Paks will give your staff greater control over your critical financial and customer records. Name File Maintenance Your name file is a marketing and relationship management gold mine, assuming no duplicate name files or out-of-date contact information exist. Name file cleansing and updating services can help, but if your staff continues to pollute the file, even this becomes less effective over time. In this two-day intensive, on-site project, Reynolds consultants help you and your team: Identify and validate security and appropriateness of name file access points. Determine where forced searches are required at the point of entry. Update your system specifications and train staff how to use the new functionality. Learn to process Reynolds Name File Services files so your files are updated with critical Do Not Call flags, new addresses, and more. Work with customer re-numbering schemes so the problem isn t re-created. Accounts Payable During this three-day consulting engagement, ERA experts will systematically assess your current accounts payable process to help you identify areas for improvement. Our consultants will: Help you gain and maintain control over purchasing. Clean up balances and reports. Clean up system specifications. Set up optimal discount codes. Streamline the whole payment posting and bill-paying process. Payroll The Payroll Consulting Project will help your staff develop processes and procedures to help ensure the most efficient and effective handling of dealership payroll from hiring to closing payroll at year end. This three day engagement includes instruction in management of dealership payroll processes that: Improve timekeeping accuracy. Streamline key, time-consuming data integration, such as technician and salesperson payroll. Reduce manual data entry to streamline your accounting processes. Reduce the time required to conduct payroll and direct deposit. Generate reports and tools to manage payroll and other related staffing and scheduling issues. 12

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14 Refined Handling DMS Optimization Consulting If you are an ERA DMS user, get the big picture of your business with the ERA Optimization Check. ERA experts take the temperature of your DMS and application utilization in each of your dealership s departments. They capture a complete picture of your current usage by evaluating system data and interviewing key personnel. Using the most comprehensive assessment tool in the industry, our systems and process consultants identify improvement areas and present an Action Plan on how you can increase utilization through process changes and training, which ultimately increases profits, revenue, and employee productivity. Conducting an ERA Optimization Check can be one of the first steps in choosing an additional Consulting Project or custom-tailored work for your dealership. Choose between two consulting engagements: A three-day consulting engagement for Variable or Fixed Operations with one Variable or Fixed Operations consultant. A six-day consulting engagement covering the Business Office and Fixed Operations with one Variable and one Fixed Operations consultant working simultaneously over three-days to cover more potential improvement areas. At the end of the ERA Optimization Check, you ll know exactly what your staff needs to do to get the highest possible return on your ERA investment. 14

15 Custom Control Custom Consulting We understand everyone has different and unique needs, and we re here to help you find the best answers for your dealership. We have designed custom consulting packages for OEMs throughout the US, including Honda, GM, KIA, Ford, Mercedes-Benz USA, Volvo, and BMW, in order to build better business results in franchises across the country. 15

16 For more information, please call Reynolds Consulting Services at ext The Reynolds and Reynolds Company. ERA is a registered trademark of Reynolds and Reynolds holdings, Inc. All rights reserved. Printed in the U.S.A /08