Automotive Distribution Network Honors DENSO Sales Team

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Automotive Distribution Network Honors DENSO Sales Team

The honor was announced March 15 during the opening session of The Network's 14th National Convention in Orlando, Florida.

Counterman Staff
By Counterman Staff
Published:

DENSO Products and Services Americas, Inc., an affiliate of leading global automotive supplier DENSO Corp., has earned the Automotive Distribution Network’s 2017 Exceptional Sales Team Support Award. The honor was announced March 15 during the opening session of The Network’s 14th National Convention in Orlando, Fla.

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The award marks the second time the organization has honored DENSO for excellence in customer service. DENSO earned the award at The Network’s last national convention, which is held every three years.

“This award confirms that, as DENSO expands our field sales team, the quality of our customer service is better than ever,” said Jose Ramirez, senior manager of Aftermarket Sales for DENSO Products and Services. “It honors every member of our sales team and all the DENSO associates who support them.”

The Network is an umbrella organization for three premier groups in the auto care industry: Parts Plus, Auto Pride and Independent Auto Parts of America. One of the industry’s largest and most diverse program groups, The Network represents 200 distribution members, 600 distribution locations and more than 1,000 affiliated auto stores throughout North America.

About DENSO Products and Services Americas, Inc.

DENSO Products and Services Americas, Inc. is an automotive components sales, remanufacturing and distribution company that employs 550 people in Long Beach, San Jose and Murrieta, Calif. and Plano, Tex. The company’s product line includes heavy-duty and automotive alternators, starters, oil, cabin and air filters, spark plugs, AC compressors, oxygen sensors, ignition wires, fuel pumps, fuel injectors and wiper blades. DENSO Products and Services Americas supplies parts for original equipment service dealers, independent aftermarket service centers and retailers. In addition, the company distributes heavy-duty diesel and electrical components, portable commercial air-conditioning units and industrial robots. For more information, go to www.densoautoparts.com.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
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This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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