Tenneco's Exclusive Loyalty Program Designed To Serve Undercar Service Market And Help Drive Ride Control, Emissions Control Sales

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Tenneco’s Exclusive Loyalty Program Designed To Serve Undercar Service Market And Help Drive Ride Control, Emissions Control Sales

Counterman Staff
By Counterman Staff
Published:
The 2014 Expert Plus package, which includes a new Monroe counter stool highlighting the premium Monroe OESpectrum product line, has increased emphasis on training, incentives and consumer promotions.

 

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MONROE, Mich. – The Expert Plus service dealer loyalty program from Tenneco – created to help automotive service businesses increase their share of the undercar service market – includes a complete marketing and promotional package for 2014.

122399MonroeCou_00000071594“This year’s Expert Plus Program certainly makes it easier to become a leader in ride and emissions control sales,” said Sheryl Bomia, North American Aftermarket programs manager, Tenneco. “The 2014 package includes a full year of consumer-driven promotions, sales incentives, training programs and an array of attractive merchandising products that are only available to members.”

The 2014 Expert Plus package – which includes a new Monroe counter stool highlighting the premium Monroe OESpectrum product line – has increased emphasis on training, incentives and consumer promotions.

The Expert Plus marketing package also features an Expert Plus “Preferred Customer” rebate book, which allows service professionals to extend promotional offers for Tenneco products beyond the standard promotional periods and is available for premium ride and emission control products.

“The Expert Plus Preferred Customer rebate book has always been a success and is very popular among our members. They continue to tell us that this tool helps them close sales,” Bomia said.

Each Expert Plus kit contains merchandising elements to drive sales and promote the Monroe and Walker brands, including a Walker catalytic converter product booklet; Monroe OESpectrum molded floor mat; an educational Walker emissions control wall chart; branded appointment calendar and other key point-of-sale materials. Expert Plus members also are prominently featured in the Dealer Locator sections of the Monroe and Walker websites.

The counter stool, promotions, coupon book and other valuable point-of-sale materials are available only to members of the Expert Plus program. The enrollment fee for the annual program is $99.

 

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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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