Dealer Talk With Jen Suzuki

Your customer came in for an oil change. Now they're getting a call asking them to approve $2,000 in additional work. And we need an answer!

Sound familiar?

Here's what I love about our service teams. Technicians are doing the inspections, advisors are working hard to communicate recommendations, and managers are focused on improving approvals. There's a tremendous opportunity to take all that effort and make it even more effective!

In this episode of Dealer Talk with Jen Suzuki, I'm sharing what I'm seeing and coaching inside service departments right now. We're digging into why customers decline recommended work, how to make MPI conversations easier to understand, and why knowing how customers actually use their vehicles can completely change the quality of the conversation.

We're talking about turning technical findings into meaningful recommendations, helping customers prioritize unexpected expenses and making sure they understand the risks, benefits, and next steps before being asked for approval.

And for my fixed operations directors and service managers, I've got a challenge! Pull a few declined MPI presentations into your next team meeting. Listen together. Did the customer understand what mattered most? Did we connect the recommendation to their driving needs? Did we make the next decision easier?

Have an advisor take that same inspection and try it again. You'll quickly discover some powerful coaching opportunities.

Better approvals aren't always about asking harder. Sometimes they're about helping better.

Let's build confident advisors, informed customers, stronger approvals, and service relationships that keep people coming back!

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

AI is helping service departments handle more calls, send updates, schedule appointments, and take repetitive work off advisors' plates. That's exciting! But here's a question I think every GM, fixed ops director, and service manager should be asking:

What are we doing with the time we're getting back?

Picture a busy service advisor at 10:45 in the morning. Phones ringing, customers waiting, technicians needing answers, and MPIs coming in. Sound familiar?

Now imagine AI gives that advisor another 30 or 45 minutes in their day. What could that mean for the customer experience?

In this episode of Dealer Talk with Jen Suzuki, I'm talking about one of the biggest opportunities I see as AI becomes part of everyday dealership operations: turning efficiency into stronger human connections.

We're exploring how managers can identify the tasks technology should handle, recognize the conversations that deserve a human touch, and help their teams use newfound capacity for better MPI explanations, proactive updates, personalized service, and relationship building.

I'm also introducing a leadership metric I want more dealerships thinking about: ROH — Return on Human.

Because the real opportunity isn't simply how many hours AI saves.

It's what those hours become.

Plus, I'll share a simple 45-minute leadership exercise you can try in your own service department this week.

More time to listen. More opportunities to help. More confidence for customers.

That's an exciting future for automotive service leadership!

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

We're spending millions bringing AI into dealerships. But there's another AI revolution happening on the other side of the service counter.

Your customers have it too!

Imagine recommending a $289 brake fluid exchange. Before your advisor finishes the conversation, the customer can ask ChatGPT whether the service is necessary, what the manufacturer recommends, whether the price is reasonable, and what questions they should ask.

Suddenly, your advisor isn't the only source of information.

And I think that's a tremendous opportunity for great service departments.

I spend a lot of time training service advisors and working with fixed ops leaders and I believe this shift requires us to rethink how we communicate expertise, explain recommendations and build customer confidence.

In this episode of Dealer Talk with Jen Suzuki, you'll learn how to:

Prepare advisors for customers who arrive with AI-generated research, pricing comparisons, and challenging questions.

Turn skepticism into productive conversations through curiosity instead of defensiveness.

Strengthen recommendations with actual vehicle findings, measurements, technician videos, and personalized guidance.

Help customers prioritize repairs when they can't approve everything at once.

Coach advisors to explain the value behind dealership pricing without relying on generic selling points.

Run a simple AI-powered role-play exercise at your next service meeting to improve confidence and communication.

Rethink how time saved through AI can be reinvested into stronger customer relationships.

I'll also explore why growing service revenue doesn't automatically mean dealerships are winning more customer visits, and what that means for long-term retention.

This episode isn't about teaching your team to compete against AI.

It's about preparing your advisors to become the people customers still want to talk to after they've already asked AI.

Because information is everywhere. Professional judgment, real evidence, and genuine human connection are what make the dealership valuable.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

One Dealership. Five Advisors. Five Different Stories.

Same vehicle. Same technician findings. Same MPI.

Now hand it to five different service advisors and ask each one to explain the recommendations to a customer.

Would you hear five completely different conversations?

I spend a lot of time training inside dealership service departments, and this is one of my favorite exercises because it reveals opportunities that traditional performance reports can't always show us.

One advisor might overwhelm the customer with technical details. Another might create unnecessary fear. Another might do an incredible job connecting the recommendation to what actually matters to the customer.

And here's the question: Which experience represents your dealership?

In this episode of Dealer Talk with Jen Suzuki, I'm sharing a practical coaching approach to help service leaders strengthen customer confidence, improve recommendation conversations and create greater consistency without turning advisors into scripted robots.

You'll learn how to:

Run a simple five-advisor MPI exercise that uncovers coaching opportunities immediately.

Help advisors explain the work, the urgency, the risk of waiting, and the benefit of completing it in language customers understand.

Bring veteran and newer advisors together to share strengths and improve as a team.

Identify why customers may hesitate or decline recommended work even when the technician's findings are accurate.

Turn real conversations into meaningful coaching moments using a listen, pause, discuss approach.

Use time saved through AI and automation to create more valuable, personal interactions with customers.

This isn't about making every advisor sound the same. It's about making sure every customer receives the clarity, confidence, and professional guidance they deserve.

The opportunity isn't just improving repair approvals. It's becoming the service department customers understand, trust and want to return to.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Your customer books a 7:30 AM service appointment. They believe their vehicle is going into the shop at 7:30. Your team knows that's just the check-in time.

Nobody explained the difference.

And now you've created a customer experience problem before the vehicle even arrives.

I spend a lot of time inside dealership service departments and one thing I've learned is that customer frustration often begins long before the complaint. It's buried in the little things we say, the assumptions we make and the expectations we never clarify.

In this episode of Dealer Talk with Jen Suzuki, I'm challenging service leaders to rethink what happens between scheduling an appointment and delivering the vehicle.

You'll walk away with a fresh approach to:

Spotting the accidental promises that create frustration and unnecessary follow-up calls.

Coaching BDC teams and service advisors to set clearer expectations without overpromising.

Creating more productive conversations between frontline employees and management about where the customer experience breaks down.

Using a simple repair order audit to identify communication gaps and turn them into coaching opportunities.

Building customer confidence through realistic timelines, proactive updates, and promises your team can actually keep.

This isn't about telling your team to communicate more. It's about helping them communicate with greater purpose and giving managers a practical way to coach it!

Because a great service experience isn't just about what happens to the vehicle. It's about how confident the customer feels about what's happening next.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

AI can turn three vague technician notes into a beautifully written repair story.

But here's the question dealership leaders need to ask: Does the technician actually understand what that polished documentation says?

In this solo episode of Dealer Talk with Jen Suzuki, Jen tackles a growing challenge in automotive retail: AI is improving employee output at incredible speed, but is it improving employee capability?

From technician warranty documentation and diagnostic assistance to advisor recommendations, BDC communication, and manager coaching, AI is making dealership employees faster, clearer, and more consistent.

That's the opportunity. But there's also a risk.

When AI fills in the gaps, leaders may no longer recognize where their people need training.

Jen explores the critical difference between AI assistance and AI substitution, why a polished repair story doesn't necessarily reflect diagnostic expertise, and how dealerships can prevent employees from becoming dependent on technology they don't fully understand.

She introduces her Five-Minute AI Test, a simple way to reveal whether technology is strengthening employees or concealing knowledge gaps. She also shares practical ways to use AI as a coach that challenges technicians, advisors, managers, and BDC representatives to think more critically.

This episode is for dealership leaders who want more than impressive AI-generated results. They want knowledgeable employees who can think, explain, question, and take ownership.

Because AI should make good employees exceptional not make unprepared employees look exceptional.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 |

Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Some leaders earn a title. Others earn the trust of an entire industry.

Sandy Fitzgerald-Angello started working in automotive at just 15 years old. Today, she's a respected dealer operator with Pohanka Automotive Group and a leader within the National Automobile Dealers Association. But what makes her story exceptional isn't how far she's climbed. It's how she's led along the way.

On this episode of Dealer Talk with Jen Suzuki, Sandy shares the principles behind her remarkable career, including her Seven C's of Leadership, her commitment to servant leadership, and why the best leaders take responsibility when things go wrong and give their teams credit when things go right.

She opens up about difficult decisions, developing future general managers, creating a culture where people feel valued, embracing AI, and turning business challenges into opportunities.

And don't mistake her people-first philosophy for a lack of competitive fire. Sandy is still selling cars, solving problems, raising expectations, and challenging her organization to achieve more.

This is a conversation about character, courage, accountability, and what it really takes to build a legacy through people.

Because great leadership isn't measured by how many people work for you. It's measured by how many people become better because you led them.

Listen in for an inspiring conversation with one of automotive retail's most respected leaders.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Your dealership's AI is answering calls, scheduling service appointments, sending texts, and speaking with hundreds, sometimes thousands of customers.

But who's actually managing it?

In this solo episode of Dealer Talk with Jen Suzuki, Jen tackles an emerging leadership challenge inside automotive dealerships: We're rapidly deploying customer-facing AI, but are we giving it the same attention, coaching, and accountability we'd expect from a human employee?

Jen shares real situations she's witnessed inside dealerships, including customers arriving and asking for an employee by name only to discover they've been communicating with AI. She also explores what happens when AI schedules an appointment that the service department can't fulfill, transfers a frustrated customer to a dead end, or creates expectations the advisor knows nothing about.

The problem isn't necessarily the technology. It's often the disconnect between the AI, the dealership's processes, and the people responsible for delivering the customer experience.

Drawing on her experience training dealership teams and working directly with automotive voice AI, Jen challenges GMs and fixed ops leaders to rethink how they measure success.

It's not just about how many calls AI answers or appointments it books. It's about whether the customer's needs were resolved, promises were kept, information was transferred accurately, and the human team was ready to continue the conversation.

Jen also shares a practical challenge every dealership leader can implement immediately: mystery shop your own AI with a complicated customer scenario.

Because the future of dealership AI isn't just about having better technology.

It's about developing better leadership around the technology—and making every interaction feel like one connected customer experience.

Watch Jen's latest CBT News interview on similar topic here - https://bit.ly/4dBUgZ1

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

She walked into a dealership looking for a job. Seven years later, she's the CEO of a six-store automotive group.

How does that happen? And how do you earn the respect of experienced dealership leaders? And you didn't have family or successorship on your side?

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Nikki Lawson, CEO of Peltier Automotive Group, for a conversation about ambition, trust, humility and what it really takes to lead at the executive level.

Jen has known Nikki for years, long before she became CEO, and watched her earn the confidence of general managers and dealership executives through curiosity, consistency and a genuine commitment to helping people succeed.

Nikki shares her journey from receptionist and cashier to sales, inventory management, executive leadership and ultimately CEO. But the conversation goes much deeper than her career progression.

They explore the uncomfortable 360-degree leadership review that changed how Nikki communicates, why successful GMs can still create unhealthy dealership cultures, how she balances corporate consistency with GM autonomy and why developing future leaders matters just as much as producing strong financial results.

Nikki also reveals how she evaluates dealership chemistry, why treating every employee exactly the same isn't always effective leadership and what she's had to stop doing to become a better CEO.

For anyone looking to advance their automotive career, or already responsible for leading dealership teams, this episode offers a powerful reminder: A title gives you authority. Your actions earn you respect.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

What does it take to lead one of New York's most respected luxury automotive groups when margins are shrinking, customer expectations are rising, and AI is changing the dealership business?

Jen Suzuki sits down with Juliana Terian, President & CEO of Rallye Motor Company, a premier Long Island luxury automotive group representing Mercedes-Benz, BMW, Lexus, and Acura, for a candid conversation about leadership, profitability, and the future of automotive retail.

Juliana shares how she's navigating today's challenging market, what she expects from her general managers, and why keeping employees motivated and engaged has become more important than ever. They explore the realities of running high-performing dealerships, the connection between employee culture and customer loyalty, and Rallye's thoughtful approach to adopting AI without sacrificing the personal relationships luxury customers expect.

From empowering leaders to protecting customer choice, Juliana offers a refreshing perspective on what truly drives long-term dealership success.

Her philosophy is simple: When your people thrive, your business thrives.

An insightful conversation for dealers, general managers, and automotive leaders looking to build stronger teams, embrace innovation, and compete at a higher level.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Michael's operation has grown to 17 dealerships, but what stood out to me in this conversation wasn't the size of Empire Automotive Group. It was how intensely he still talks about getting better.

Michael Brown joins me for a wide-open conversation about growth, leadership, accountability and what it actually takes to keep a large organization moving forward when the market gets tougher.

We get into why he believes hunger is the quality that separates exceptional leaders from average ones, why confrontation can actually strengthen a team when trust and accountability are already there, and how Empire continues developing its next generation of leaders instead of waiting until a leadership position opens to start looking for one. Michael shares how their internal leadership program exposes future leaders to financial statements, outside coaching, accountability and the realities of running a dealership. Pasted text

Then we get tactical.

With affordability pressure changing the business, Michael explains why Empire is concentrating on the things it can actually control. That includes technology utilization, vendor relationships and a major focus on fixed absorption. One example: they stopped treating Saturday service like a shortened workday and redesigned staffing, scheduling and technician availability around the opportunity. The result? Michael says it has created a meaningful new revenue opportunity. Pasted text

We also talk acquisitions, overnight service, what he looks for before buying another dealership, adversity, raising daughters and why, after all the success, Michael still believes passion and purpose matter more than simply chasing the next win.

This is one of those conversations that reminds you that growth doesn't come from finally figuring everything out.

It comes from refusing to believe you're finished.

🔥 Check out our sponsors! 🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 |

Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 culture, why he removed pay-plan components that encouraged the wrong outcomes and the challenge of bringing his team along when he sees change coming.

They also discuss the principles Jay inherited from his father, the story behind Mazda's Masahiro Moro writing his book's foreword and what people should do with the time technology gives them back.

For dealership leaders navigating change, this conversation asks a practical question: How do you keep evolving the business while protecting the relationships that make it work?

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 have brought them back into the market?

Those clues change the conversation.

We'll get into why salespeople become too attached to one VIN, how to ask questions that open up more possibilities, how to make an appointment actually worth leaving home for, and why your text and video strategy should sell something customers can't find on your website: YOU.

Because customers have plenty of cars, inventory and information.

What they don't have everywhere is someone who understands them, makes the process easier and gives them a reason to trust where the conversation is going.

Before you dial the next internet lead, read the story.

You'll ask better questions, show you value and appreciate people and create an appointment with a whole lot more value.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

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:

Because customers remember surprises far longer than they remember great service.

Jen breaks down how professional advisors can use appointment notes, vehicle history, recommendations, rewards, recalls, and preparation to create smoother conversations, stronger trust, and better approval opportunities.

The appointment doesn't start when the customer arrives.

It starts when you decide to prepare for them.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 expensive about to be wrong with my car? Before they trust the recommendation, they're deciding whether they trust the person making it.

That's where great advisors separate themselves.

We'll talk about how curiosity, preparation, body language, better questions and clear expectations can completely change the customer experience. I'll also give service leaders a simple coaching exercise they can use right on the drive: stand back, watch the interaction and ask yourself whether you can tell which advisors genuinely enjoy helping people.

This isn't about teaching your team another script. It's about helping advisors slow down, pay attention, reduce uncertainty and become the person customers actually want helping them make decisions about their vehicle.

Because when we win the first 90 seconds, everything that happens next gets easier.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME! Mention this show!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 |

Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 the vehicle, how to make an appointment actually worth showing up for, why more options can create more customer confidence, and how texting and video can help customers remember YOU not another walkaround of a car they've already seen online.

The car isn't the differentiator anymore. Information isn't either.

Your ability to understand the customer, make their life easier, and give them confidence in the next step is.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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. Protect their time. Call when you promised. Find legitimate ways to save them money. And sometimes, tell them they can wait on a repair when that's truly the right recommendation.

Those moments build confidence. Confidence builds trust. Trust creates habits. And habits create loyalty.

Because the strongest advisors eventually stop spending their careers chasing repair orders. Their relationships start bringing the repair orders back to them.

One customer. One conversation. One memorable moment at a time.

Before you leave work today, ask yourself one question:

Did I give every customer one reason to come back and ask for me?

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approval

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, make decisions, and ultimately buy. You'll learn how to identify a customer's "confidence gap," ask questions that uncover what they're really weighing, and respond to "I need to think about it" without creating more pressure.

Jen also challenges one of the dealership's favorite measurements: appointments set. Because setting an appointment doesn't mean much if the customer never became confident enough to show up!

If your customers keep disappearing, delaying decisions, or shopping multiple dealerships, the answer may not be a stronger close. It may be a better conversation.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Text me directly so I can make it happen for you today - 954-873-8029! LIMITED TIME!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 communities.

In this episode of Dealer Talk with Jen Suzuki, Ivette shares what she looks for when evaluating an acquisition, why good people matter more than a quick operational overhaul and what leaders underestimate when introducing major technology changes. She also gets candid about changing a DMS and payroll platform within weeks of each other and what the experience revealed about communication, accountability and team buy-in.

We also explore the growing affordability problem, preparing the next generation to enter a family business, the danger of treating technology like a magic bullet and why innovation sometimes requires trusting your instincts before all the proof exists.

But the heart of this conversation is bigger than dealerships. Ivette believes leadership means developing people, recognizing their contributions, celebrating wins and giving back without expecting something in return. Technology can create efficiency, but empathy, accountability, difficult conversations, recognition and community relationships still belong to human beings.

This is a conversation about taking courageous risks, staying open to change and building a business that means something beyond the numbers.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Text me directly so I can make it happen for you today - 954-873-8029! LIMITED TIME! ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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, specifications, pricing, reviews, and vehicle comparisons everywhere. Information is no longer rare. Judgment, experience, and personalized guidance are.

I'll show you how to move beyond answering questions and immediately asking for an appointment. You'll learn how curiosity uncovers what actually matters, how to turn vehicle information into customer-specific guidance, and how to create a next step that feels helpful instead of pushy.

Because customers can get the car almost anywhere. What they can't get everywhere is someone genuinely committed to helping them make a great decision.

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Text me directly so I can make it happen for you today - 954-873-8029! LIMITED TIME!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 train?

In this episode of Dealer Talk with Jen Suzuki, I'm sharing the practical framework I teach in manager workshops and at NADA Dealer Academy: ONE OBJECTIVE → SHOW IT → DO IT → DRIVE IT.

This isn't about packing five priorities into a 45-minute meeting nobody remembers. It's about selecting one behavior, showing what great looks like, practicing it together and driving it until it becomes part of how the team operates.

You'll learn how to turn real calls, texts, videos, appointments, repair orders and customer interactions into short training sessions that build confidence and how to use contests, observation and recognition to keep the behavior alive after the meeting ends.

Because attendance isn't the scorecard.

The real question is: What behavior changed because of the meeting?

If your dealership wants stronger trainers not simply managers who hold more meetings—this episode gives you a framework you can use tomorrow.

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 happen next, provides updates and keeps every promise.

Each moment either deposits trust into the relationship or withdraws it.

That changes the way we should think about selling service. The recommendation is not the beginning of the sale. It's the moment the advisor discovers whether enough confidence was built to support the recommendation.

In this episode of Dealer Talk with Jen Suzuki, I break down how high-performing advisors make small relationship deposits throughout the customer experience, why thoughtful questions make recommendations more personal and how trust affects approvals, retention, CSI, referrals and income.

You'll also hear one question that can completely change the recommendation conversation: "How long are you planning to keep your vehicle?"

The practical challenge is simple: before presenting the repair, make three intentional deposits. Use the customer's name. Ask a question that reveals what matters to them. Explain what happens next. Then notice how differently the recommendation conversation feels.

Here's the question worth debating: When a customer declines necessary work, are we too quick to blame the price—or should we examine the experience we created before presenting it?

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

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 their hand.

And every sentence we use either makes that customer feel helped or handled.

In this episode of Dealer Talk with Jen Suzuki, I'm challenging the way we think about some of the most common "objections" in automotive sales:

"I just want your best price."

"What's my trade worth?"

"I don't want to come in."

Because I don't think these are objections at all.

They're buying moments.

The customer isn't necessarily fighting you. They're trying to reduce uncertainty, understand their options and feel confident enough to take another step.

I'm breaking down the simple approach I coach in dealerships:

Positive → Value → Next Step.

Start by embracing what the customer wants.

Add something that genuinely helps them.

Then lead them toward a logical next step.

No boxing match. No clever comeback. No trying to prove the customer wrong.

Throw value, not punches.

Managers, this is an episode I'd absolutely use in a sales meeting. Put your team's current responses on the board and ask one question:

Does this make the customer feel helped or handled?

Then rebuild the conversation together.

Because dealerships have spent years teaching salespeople to master the comeback.

I think it's time we master the conversation.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 collecting reasons for the appointment.

The customer hasn't driven the vehicle yet? That's a reason.

They're comparing two models? Reason.

They have a trade? Reason.

They've never owned your brand? Reason.

They're unsure about financing, features, space, lifestyle fit, or what's actually right for them? Those aren't objections to overcome. They're opportunities to help.

You'll learn why curiosity beats scripts, how to weigh one question against another, how to uncover the customer's real situation without making the conversation feel like an interrogation, and how to stack enough value that the appointment becomes the customer's logical next step, not your sales pitch.

Managers, this is a great episode to use with your team. Listen together, pause it, role-play the questions, and challenge your people to identify the reason behind the appointment before they're allowed to ask for one.

I make my training accessible because I genuinely love watching dealership people get better, gain confidence, make progress, and WIN in their roles.

And I'm grateful to the sponsors who help make Dealer Talk with Jen Suzuki and this education possible: LotLinx, Matador, and ZukiTalk.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 Suzuki breaks down a strategy she calls EXPAND THE BUY.

The goal isn't to talk customers out of what they want. It's to learn enough about them that you can help them discover what else might work. Are they committed to that exact trim? That color? That equipment? What actually attracted them to the vehicle? What matters most? What else could potentially fit better?

Those questions create something every salesperson needs: ROOM. Room when the vehicle sells. Room when the payment doesn't work. Room when they arrive and don't love the color. Room when another vehicle catches their attention. Room to become their automotive expert instead of the person assigned to one VIN.

Jen explains how expanding the buy can create more flexibility, stronger appointments, better vehicle presentations and more opportunities to keep a deal moving.

The mindset shift is simple: Stop thinking: "I need to sell them this car."

Start thinking: "I need to help them find the RIGHT car."

You're not there to match people to inventory. You're there to guide decisions through curiosity, questions and expertise.

The first car gets their attention. The right car rolls out the door.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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.

But there's one big problem: you haven't learned anything about the customer yet.

The more you talk, the more you guess.

I explain why high-performing salespeople don't try to control conversations by filling every second. They lead with curiosity. They ask better questions. They listen for clues. And they're comfortable enough to let silence do some of the work.

You'll learn why customers often tell you exactly how to help them, if you give them enough room to talk and why silence after presenting numbers may be one of the most powerful moments in the entire sales process.

You'll also hear a simple challenge you can immediately take back to the showroom: after asking a question, wait two seconds longer than feels natural.

Because you don't get paid to talk. You get paid to understand.

The more you talk, the more you guess. The more you listen, the more you win.

When you master that, you stop pushing deals and start guiding decisions.

Dealer Talk with Jen Suzuki brings practical sales, service, leadership and automotive training straight from the dealership floor designed to help automotive professionals grow their skills, confidence and results.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 advantage. And why the best leaders never believe they've arrived.

Dave shares lessons from buying his first dealership at just 22 years old, making painful hiring decisions, learning from expensive mistakes and building an organization where people genuinely want to stay and grow.

Whether you lead a dealership, a department, or a small team, this conversation is a masterclass in leading with courage, consistency, and compassion.

If you're looking for leadership advice that goes beyond business tactics and into the mindset that builds lasting organizations, this episode is one you won't forget.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 they haven't done is imagine how that vehicle fits into their life!

You'll learn how to stop giving feature tours and start creating emotional ownership by connecting every benefit to your customer's lifestyle, family, commute, hobbies, and daily routine.

Because when customers can picture themselves driving the vehicle...Price becomes a smaller conversation. Objections shrink.

Confidence grows. And the desk simply confirms a decision they've already made emotionally.

If you've ever wondered why some deals feel effortless while others become a battle, this episode explains exactly why.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 consultants.

If you've ever caught yourself rushing through presentations, apologizing for price, avoiding objections, or wondering why someone else is making more money in the same shop...

This episode is for you!

20-minutes that could completely change the way you present repairs and the way customers respond.

Confidence isn't something you're born with.

It's something you build.

And it pays. ACTUALLY. PERIOD. 😉

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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 can't afford needed repairs.

You'll hear practical examples of how to present financing naturally, protect the value of your technicians' work, increase MPI approvals and create conversations that build trust instead of negotiation.

If you're serious about becoming a stronger advisor while helping more customers repair their vehicles before small problems become expensive ones, this episode is for you.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Check out our sponsors!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

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 shares exactly how she built one of the most impressive Service BDC operations I've seen.

We talk about finding opportunities that most dealerships overlook, building a team that actually wants to win, handling declined services, keeping advisors and BDC on the same page, and why leadership has to be hands-on when the pressure is on.

If you've ever wondered whether a Service BDC can make a real impact on retention, customer experience, and service revenue...this episode will probably change your mind.

We cover:

One thing I loved about Emma...

She never waited for someone to hand her a process.

She built one.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Everybody wants to know what the best dealerships are doing differently.

So I went straight to someone who sees them every day.

In this episode, I sat down with Joel Dalbo, one of NADA's longtime Dealer 20 Group moderators. He spends his days in rooms with some of the highest-performing dealer principals and leadership teams in the country, so I wanted to know...

What are they talking about right now?

What challenges keep coming up?

And what separates the stores that consistently outperform everyone else?

What surprised me most was how often the conversation came back to the basics.

Hiring the right people.

Developing leaders.

Executing the plan.

Not trying to fix five things at once.

We also talked about AI, and Joel shared something I thought was really interesting. The dealers who are winning aren't waiting around to see what happens. They're experimenting, learning from each other, and figuring out how AI fits into their business before someone else figures it out for them.

If you're leading a dealership, managing a team, or just trying to build a stronger operation, this conversation is full of practical ideas you can actually use.

We cover:

One thing Joel said really stuck with me...

There aren't any magic shortcuts.

The dealerships that keep winning are usually the ones that never stop getting better.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

AI is everywhere right now.

But here's the question that really matters...

Why are some dealerships getting great results while others are frustrated and wondering if AI is even worth it?

In this episode, I sat down with Kevin, Chief Product Officer at Matador AI, to talk about what actually happens behind the scenes. How do they decide what features to build? What are they seeing across hundreds of dealerships? And what separates the stores that are making AI work from the ones that aren't?

One thing really stood out to me...

The technology usually isn't the problem.

Adoption is.

We talked about why AI isn't something you just turn on and hope for the best. It takes partnership, feedback, training, and leaders who are willing to keep improving right along with the technology.

I also loved hearing how the Matador team studies real dealership conversations every single day to find friction, improve the product, and help dealers spot opportunities they didn't even know they were missing.

If you're thinking about AI, already using it, or trying to figure out why your results aren't where you hoped they'd be, I think you'll get a lot from this conversation.

We cover:

This is a conversation about building a dealership that's ready for what's next!

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

People hear me teaching every week. They see the energy, the passion, the coaching, and now AI innovation. But they don't always know where it came from.

In this special interview, ASOTU Founder & CEO Paul Daly turns the microphone around and asks me the questions I rarely get asked.

We talk about how I got started in automotive, why I built eDealer Solutions over two decades ago, what I've learned from training thousands of dealership professionals, and why helping people believe in themselves still matters more to me than any sales process.

We also dive into the future of dealership leadership, AI adoption, why old-school sales tactics are losing their effectiveness, and how leaders can stay relevant without losing the human connection that makes this industry so rewarding.

I also share the story behind creating ZukiTalk, why consistency matters more than talent, and what continues to motivate me after more than 20 years of coaching dealerships across North America.

If you've ever wondered what drives me, why I care so deeply about this industry, or where I believe automotive retail is headed next, this conversation gives you a look behind the scenes.

Because at the end of the day...

I'm not just passionate about selling more cars.

I'm passionate about helping people discover what they're capable of becoming.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

For nearly 30 years, John Inman, CEO McCurley Dealerships has helped lead one of the Pacific Northwest's most respected dealership groups. But this conversation isn't about awards or success stories, it's about what leadership looks like when the industry refuses to stand still.

We talk openly about the pressure leaders face as AI reshapes retail, why execution is still harder than strategy, and what separates organizations that adapt from those that get left behind.

John shares how his team is evaluating new technology, involving frontline employees in major decisions, improving fixed operations and staying focused on the one thing that never goes out of style: earning customer trust.

If you're a dealer principal, executive, manager, or simply someone responsible for leading people through change, this episode offers practical insight. Just honest conversation about what it takes to build stronger teams, make smarter decisions, and keep moving forward in an industry that's evolving faster than ever.

Sometimes the biggest competitive advantage isn't finding the next tool.

It's building a team that's willing to grow with it.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

The best salespeople don't win because they know the most features. They win because they understand people.

In this episode of Dealer Talk with Jen Suzuki, we dive into one of the biggest mindset shifts in modern selling: customers don't buy logically... they justify their decisions logically after they've already made an emotional one.

We'll explore why facts alone create price shoppers, how emotional connection reduces resistance, why customers never argue with how they feel, and how asking better questions uncovers the real reason they're buying. Whether you're in sales, BDC, service, or leadership, this conversation will challenge how you communicate with customers and help you create more trust, stronger relationships, and more confident decisions.

If you've ever heard, "I need to think about it," this episode will help you understand what your customer is really trying to tell you and what to do next.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Most AI conversations focus on the technology. This one focuses on the people building it.

In this episode of Dealer Talk with Jen Suzuki, I sit down with Tasso Roumeliotis, Founder & CEO of NUMA AI, for a candid conversation about leadership, change, AI adoption, customer experience and what dealership operators need to understand as artificial intelligence becomes part of daily operations.

What fascinated me most wasn't the product.

It was learning how an outsider to automotive earned trust inside one of the most operationally complex industries in the world and what dealership leaders can learn from that journey.

We discuss:

• Why most AI failures are actually adoption failures • The resistance employees feel when AI enters the workplace • How leaders should communicate AI change to their teams • Why understanding the people behind AI matters as much as understanding the technology • The future role of dealership leadership in an AI-driven world • How AI can improve visibility into customer experience and operational performance • Why empathy may become the most valuable human skill in automotive retail • What operators should be thinking about now to prepare for the next few years

Whether you're a dealer principal, general manager, fixed ops leader, sales leader, service manager, BDC director, or simply curious about where automotive retail is headed, this episode offers practical insight into the leadership side of AI transformation.

Because the future won't be determined by who buys the most AI.

It will be determined by who leads people through change the best.

Subscribe for weekly conversations focused on leadership, customer experience, AI, sales, service, and dealership growth.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

What do AI data centers have to do with leadership in car dealerships?

A lot more than most people realize.

In this thought-provoking episode of Dealer Talk with Jen Suzuki, Jen breaks down one of the biggest conversations shaping the future of business, AI infrastructure, and leadership… in plain English. No tech jargon. No fear tactics. Just real-world perspective from someone actively training inside dealerships every single week while building AI tools for the automotive industry herself.

Jen explains what AI data centers actually are, why the world is suddenly talking about them, and why dealership leaders should care about infrastructure, energy usage, AI adoption, and the future workforce. She tackles the fear, misinformation, and online hysteria surrounding AI while helping leaders think more critically and responsibly about where technology is heading.

As founder of eDealer Solutions and co-founder of ZukiTalk, Jen connects the dots between AI infrastructure, dealership operations, customer communication, employee adaptability, productivity, and leadership responsibility.

This episode is ultimately about perspective. Every major technological shift in history required infrastructure expansion, and AI is no different. The leaders who stay curious, adaptable, and informed will be far better positioned than the ones operating from fear or misinformation.

If you're in automotive retail, leadership, fixed ops, sales, service, or simply trying to understand what AI actually means for society and business, this episode delivers a practical and balanced conversation about the future already unfolding around us.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

The companies that win at scale don't become more corporate. They become more human.

Leadership isn't about having all the answers. It's about creating an environment where people can succeed.

In this episode of Dealer Talk with Jen Suzuki, I sit down with Dan Clara, newly appointed CEO of Asbury Automotive Group and one of the most respected operators in our industry. After nearly 24 years with the same organization, Dan shares what it really takes to scale a company without losing culture, accountability, employee loyalty or customer trust.

We talk about career paths, employee ownership, retention, onboarding, training, leadership accessibility and why communication may be the most underrated skill in automotive retail today. Dan also shares lessons learned from leading through acquisitions, implementing technology at scale and navigating AI without losing sight of the human experience.

One of my favorite takeaways was simple but powerful: People create the experience. Technology can make us more efficient, but leadership is still about building trust, developing talent and staying connected to the people doing the work every day.

If you're a dealer principal, GM, fixed ops leader, sales manager, service director, advisor, or anyone looking to grow your leadership impact, this conversation is packed with practical wisdom from someone who has spent decades rising through the ranks and helping build one of the largest automotive groups in the country!

And his final advice might be the most important leadership lesson of all:

Stay uncomfortable.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Check out our sponsors!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

This is a very simple strategy that is overlooked all the time! You will mprove your ELR at same time.

If you're discounting before offering financing, you're doing it backwards.

In this episode, Jen Suzuki tackles one of the biggest profit leaks happening in service departments every day. Advisors hear a repair total, feel a little customer hesitation, and immediately start shaving dollars off the repair order. The problem? Most customers aren't saying no because of the total cost. They're reacting to the immediate out-of-pocket impact.

Jen breaks down why discounting weakens value, lowers ELR, reduces gross profit, and trains customers to negotiate every future visit. More importantly, she shares a simple mindset shift that helps advisors protect the repair, protect the technician and create more opportunities for customers to say yes.

You'll learn how to present financing naturally, why payment options change the conversation, and how top advisors use flexibility instead of discounts to increase approvals, improve hours per RO, and build more trust. If you want stronger MPI approval rates, higher gross profit, and more confidence presenting recommendations, this episode is for you.

Check out our sponsors!

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

If you're in automotive sales and you're celebrating appointment counts, we need to have a conversation.

Because appointments don't pay you. Customers who actually show up do.

In this episode of Dealer Talk with Jen Suzuki, we're digging into one of the biggest blind spots in dealership sales performance: show rate. Too many salespeople focus on how many appointments they set while completely ignoring how many actually walk through the door.

Jen breaks down what separates a weak appointment from a real appointment, why customers disappear before they arrive, and the simple strategies top performers use to create commitment, build excitement, increase trust, and dramatically improve show rates.

You'll learn how to create structure without pressure, why giving customers a reason to visit matters more than asking for the appointment itself, how confirmation messages can either strengthen or destroy momentum, and why you probably don't need more leads sitting in your CRM.

If you're ready to stop chasing maybes and start creating more opportunities that actually show up, this episode is for you.

Because hope isn't a strategy. Preparation is.

In this high-energy episode of Dealer Talk with Jen Suzuki, Jen Suzuki gets brutally honest about one of the biggest mistakes happening inside dealerships right now… slow lead response.

This isn't about cheesy auto-responses, outdated templates, or "just checking in" emails that customers ignore. Jen breaks down why speed alone is not enough anymore. Dealers must combine fast response times with engaging, value-based conversations that actually pull customers in emotionally and stop them from shopping everyone else.

From real dealership observations to simple but powerful examples, Jen explains why the first five minutes can determine whether your store wins or loses the deal. She challenges salespeople, BDC teams, and leaders to rethink how they approach internet leads, customer engagement, and communication strategy in today's hyper-competitive market.

If your team is still responding an hour later with "Is this vehicle still something you're interested in?" this episode might sting a little. But it's the reality of modern automotive retail.

This conversation is packed with practical takeaways on lead speed, customer psychology, conversation hooks, trust-building, engagement strategy, and why "professional speed" has become one of the biggest competitive advantages in the car business today.

🔥 Check out our sponsors! 🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

What happens when AI enters a dealership… and your employees emotionally resist it?

In this powerful episode of Dealer Talk with Jen Suzuki, Jen dives deep into one of the biggest leadership challenges happening inside dealerships right now: anti-AI culture, fear-based resistance, and the emotional side of organizational change.

After training inside dealerships every single week and working with hundreds of managers and employees every month, Jen shares what she's personally witnessing in real time. Employees aren't just resisting technology. Many are scared of becoming irrelevant, overwhelmed by rapid change, or embarrassed they don't fully understand AI while younger employees adopt it faster.

As the founder of eDealer Solutions and co-founder of ZukiTalk, Jen brings a rare inside perspective on how leadership messaging, dealership culture, emotional intelligence, and AI adoption are now colliding.

This episode is not about AI hype. It's about leadership maturity. Jen breaks down why dealerships cannot shame employees into using AI, but also cannot allow emotional resistance to stop organizational evolution. She explains how dealerships should responsibly discuss AI ethics, customer trust, employee concerns, privacy, communication boundaries, and the future workforce expectations already forming inside the industry.

If you're a dealer principal, GM, fixed ops leader, sales manager, service director, or anyone leading people through change, this episode will challenge how you think about culture, adaptability, leadership communication, and the future of automotive retail.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Jen Suzuki breaks down AI in the most real-world, non-Silicon-Valley way possible. No tech jargon. No robot talk. Just honest insight from someone who trains inside dealerships every single week and is watching the automotive industry evolve in real time.

In this episode of Dealer Talk with Jen Suzuki, Jen explains what AI actually is, why so many people are either scared of it or pretending to understand it, and how dealerships are already changing faster than most leaders realize. From service advisors and BDC teams to technicians and managers, she shares what she's personally seeing inside stores across the country as AI begins improving communication, reducing friction, speeding up learning, and exposing weak processes.

As the founder of eDealer Solutions and co-founder of ZukiTalk, Jen gives a rare inside perspective on the collision between human connection and technology. This episode is not about replacing people. It's about helping dealership teams become faster learners, better communicators, and more valuable in a rapidly changing world.

If you work in automotive retail, leadership, sales, service, or fixed ops, this conversation will challenge the way you think about AI, the future workforce, and what customers actually want from the dealership experience.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If you're leading a service department or responsible for fixed ops performance, this is one of those conversations you don't skip.

In this episode, I sit down with someone I've known and respected for years, Mitch Kudler, COO of Simms Auto Group… a guy who didn't just study the business, he lived every role in it. From technician to advisor to GM to executive leadership, Mitch brings a perspective that most leaders simply don't have.

We dig into what most GMs misunderstand about service, why retention is the real game (not transactions), and the small decisions that quietly cost dealerships millions, like losing tire business or failing to create a real first service experience. Mitch breaks down the importance of transparency, why MPIs and video are still wildly underutilized, and how culture inside your store directly impacts customer trust.

This conversation also hits leadership hard, how to unify sales and service, why most managers don't actually understand their numbers, and the simple but powerful act of walking your store and listening. If you want stronger retention, better CSI, and a team that actually works together… this one will stay with you.

And personally? This one meant a lot. Mitch is one of those people I've always admired from afar—and every time we talk, I walk away better.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.|

If your write-up is weak… your paycheck is leaking. Period.

In this episode, I'm going straight at one of the most overlooked, but most expensive breakdowns in your service department: the quality of your RO write-up.

We're talking about the real impact of vague notes, rushed conversations, and missed questions and how they quietly destroy technician productivity, create comebacks, slow down approvals, and chip away at your income. I break down exactly how to level up your write-up process, what questions actually matter, and how to position yourself as the translator between your customer and your technician.

This is one of those "simple but not easy" skills that separates average advisors from top earners. Better notes = faster diagnosis, smoother workflow, stronger trust, and more money in your pocket. If you're ready to clean up the chaos and take control of your lane… this is your play.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If you've been in automotive for any amount of time, you already know the name David Kain and in this episode, we're going way beyond the highlight reel.

This is a real conversation between two people who've been in the trenches, on stages, inside dealerships, and yes… technically "competitors" for years but never felt like it.

We talk about what actually drives performance today (hint: it's not just AI), why most dealerships are still missing the basics, and how the best operators separate themselves through urgency, storytelling, and human connection. David breaks down his concept of "visual voicemail," why speed to lead is still wildly misunderstood, and what's really happening inside top-performing stores versus the ones just getting by.

We also get into the truth about AI, where it helps, where it hurts, and why human intelligence still wins deals. If you're leading a team, working internet leads, or trying to stay relevant in a fast-changing market, this episode will challenge how you think about process, follow-up, and leadership.

And honestly? It's just fun! Two longtime friends swapping stories, strategies, and a few laughs along the way.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode, I sit down with Paul Daly, co-founder of ASOTU (alongside Kyle Mountsier), and let me just say… this conversation is fun, real and relevant.

We're talking about what the best operators are actually doing right now… And spoiler alert… it's not chasing shiny AI tools or buying the next "magic solution."

It's people. It's culture. It's leadership that actually develops other leaders.

Because here's the reality… our industry is losing billions to turnover every year, and the stores that are winning? They are obsessing over their people, giving them ownership, building real career paths, and creating environments where teams actually want to stay and grow.

And that's exactly what makes ASOTU CON 2026 (May 12–14 in Maryland) different. https://www.asotucon.com

This isn't a sit-and-listen conference. This is where ideas get challenged. Where failures get shared (yes… out loud). Where operators, innovators, and leaders actually collaborate.

The theme? Year of the Human.

Because while everyone's shouting "AI, AI, AI…" The real question is… who's leading the people behind it?

If you're tired of surface-level conversations and ready for something that actually pushes your thinking, your leadership, and your business forward…

You might want to be in that room.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Dealers still ask me all the time, "Jen… what leads are the best?" And I always give the same answer… the ones already sitting in your database.

In this quick class, I break down the biggest miss I see in dealerships everywhere. Salespeople are told to follow up… call for referrals… make birthday calls… but nobody really teaches them how to do it without feeling like a nuisance. So what happens? They stop.

Here's the truth. The money isn't in the first call. It's in the one nobody makes.

Follow-up isn't about checking a box. It's about building a career. Staying relevant. Staying human. And yes… staying in the game long enough to actually win.

And here's the part that hit me personally. Just yesterday, while bringing my yard back to life after winter, my neighbor stopped by. We got to talking… and I found out he had once been homeless for two years, living out of his Suburban. What changed his life?

Selling cars.

That's this industry. It changes lives. It gave me everything. And when people ask me why I have so much energy… it's because I'm grateful. Grateful for the people, the opportunities, and the chance to help others find their path in this business.

So if you're ready to stop chasing leads and start building a real pipeline… this one's for you.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Sales teams… this is the moment where deals are won or lost and most don't even realize it.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down one of the biggest mistakes happening in dealerships every single day: quoting price too fast.

Customers ask for price. You give it. Conversation over.

But what if that one moment is exactly where you lost control of the deal?

This episode is all about the mindset shift that separates average reps from top 10% performers. You'll learn how to guide the conversation instead of reacting to it, how to redirect price questions without sounding evasive, and how to build value before ever talking numbers.

Because here's the truth… fast answers don't win deals. Better conversations do.

If your team is constantly battling price shoppers, losing gross, or struggling to get customers to engage… this is the fix.

Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode of Dealer Talk with Jen Suzuki, Brandon Hardison, Executive Leader of Jim Ellis Automotive Group shares a powerful, real-world blueprint for solving one of the industry's biggest challenges: technician hiring and retention. With over 22 dealerships and a strong people-first philosophy, Brandon breaks down how proactive community engagement, partnerships with work-based learning programs, and internal development systems can transform a struggling hiring pipeline into a thriving talent engine. From visiting high schools and career fairs to creating dealership-hosted educational events, he reveals how forward-thinking leaders can attract younger talent before they ever enter the workforce. This conversation goes beyond theory, highlighting the importance of coaching, patience, and leadership accountability in building loyal teams and long-term success. If you're serious about fixing technician shortages, strengthening your culture, and creating sustainable growth, this episode delivers actionable strategies that any dealership—big or small—can implement immediately.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode of Dealer Talk with Jen Suzuki, we shift the focus to where real dealership growth actually happens, the service lane. This is a straight, no-fluff conversation about customer retention and why it directly impacts your paycheck, your stress level, and your long-term success. We break down the simple but often overlooked behaviors that keep customers coming back, from how you handle the exit to the follow-up that most advisors skip. If you've been treating each visit like a one-time transaction, this episode will challenge you to think bigger and start building relationships that last years, not just repair orders.

This episode doesn't just talk about retention, it shows you exactly how to execute it. You'll walk away with simple, high-impact tactics like how to properly set the next appointment before the customer leaves, what to say during the vehicle pickup to create future value, and how a quick next-day follow-up text can dramatically increase return visits. We also cover the importance of setting clear expectations, giving consistent updates, and using small personalization touches that make customers remember you. These are the moments that turn one-time visits into long-term relationships and predictable income.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode of Dealer Talk with Jen Suzuki, I sit down with Randy Kobat from LotLinx to break down one of the biggest shifts happening in dealership technology right now. We move past the hype of generic AI tools like ChatGPT and into what actually drives results on the ground. LotGPT is built specifically for dealerships, using real inventory, real market data, and real shopper behavior to deliver precise, actionable insights. We talk about why generic AI often falls short, how data security plays a bigger role than most realize, and what it looks like to treat AI as a true team member with a defined role inside your store. If you want to stop guessing, protect gross, and move inventory smarter, this conversation will change the way you think about AI in your dealership.

What's really turning heads is how quickly dealers are adopting this. Over 6,000 dealerships are already using LotGPT, and it's not because it sounds good, it's because it works immediately. Dealers are seeing fast wins like identifying which vehicles are at risk before they age out, reallocating wasted ad spend within minutes, improving VDP performance, and uncovering exactly where the breakdown is between shopper activity and actual sales. Instead of guessing or defaulting to price drops, they're making smarter, more precise decisions that protect gross and move inventory faster.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode of Dealer Talk with Jen Suzuki, we're getting real about one of the most important numbers in your service department, the MPI approval rate.

This isn't just a metric. It's a mirror.

If your approvals are low, it's rarely about price, the customer, or the car. It's almost always about communication. Jen breaks down exactly why customers decline recommended work and what service advisors are missing in their conversations.

From rushed calls and weak explanations to overusing technical language that customers don't understand, this episode exposes the everyday habits that quietly kill approvals.

But more importantly, it gives you a simple, repeatable way to fix it.

You'll learn how to clearly explain the job, the risk, and the reward so customers actually understand what's happening with their vehicle and why it matters now.

Because when clarity goes up, approvals go up.

Bottom line: You don't need better customers. You need better conversations.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If your store is using AI, or thinking about it, this episode will challenge how you think about process, accountability, and what it really takes to win with modern tools.

In this episode of Dealer Talk with Jen Suzuki, we sit down with Seth Poplawski of Auto Lenders, he leads CRM, process, and AI strategy across a rapidly growing dealer group with 11 stores now.

Seth has worked every role from sales to BDC to leadership, and now he's overseeing AI execution across 11 rooftops. He breaks down what actually happens when dealerships implement AI and why most fail to get real results.

From customizing messaging by lead source to building data-driven cadences and creating a hybrid AI + human workflow, Seth shares exactly how his team is increasing engagement, speeding up response times, and capturing opportunities others miss, especially after hours.

This is not theory. This is execution.

Bottom line: AI doesn't fix broken processes. It exposes them.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥 CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place. LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If technicians are standing around waiting for approvals, the problem might not be staffing, it might be process.

In this episode of Dealer Talk with Jen Suzuki, I break down the difference between technician efficiency and productivity, and why service advisors have more influence on shop productivity than they realize.

When MPI calls are delayed, write-ups are vague, or approvals take too long, technicians lose valuable production time.

In this episode we cover:

• The difference between technician efficiency vs productivity • How slow approvals kill shop productivity • Why clear write-ups and communication matter • How advisors can keep the entire shop flowing smoothly

Because sometimes the shop doesn't need more technicians.

It just needs faster approvals and tighter execution.

What if you could make more money every day without writing one extra car?

In this episode of Dealer Talk with Jen Suzuki, I break down a metric many service advisors overlook: hours per RO.

Hours per RO is the average number of labor hours sold on each repair order. A small increase can dramatically impact technician productivity, shop efficiency, and your paycheck.

In this episode we cover:

• What hours per RO means • Why rushing write-ups lowers production • How better presentations increase approvals • Why small services stacked together drive profit

You don't need more traffic or more appointments.

You just need to slow down, be thorough, and capture the opportunity already in front of you.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If every day in the service lane feels chaotic, the problem might not be effort, it might be capacity.

In this episode of Dealer Talk with Jen Suzuki, I break down one of the most overlooked concepts in fixed ops: shop capacity.

When advisors promise pickup times without knowing how many labor hours the shop can realistically produce, stress builds fast. Technicians get buried, customers start calling, and CSI takes a hit.

In this episode we cover:

• What shop capacity really means • Why overbooking creates chaos in the shop • How unrealistic pickup promises hurt technicians and customers • How advisors can set expectations that build trust instead of pressure

The best advisors don't promise speed.

They promise accuracy, communication, and quality work done right.

If you're exhausted at the end of the day but your paycheck doesn't reflect the effort, this episode explains exactly why.

In this episode of Dealer Talk with Jen Suzuki, I'm kicking off a brand new service department performance series focused on helping service advisors and fixed ops leaders understand the metrics that actually drive income.

Today we're digging into one of the most important numbers in the service lane:

Gross Profit Per Repair Order

Many advisors judge their day by how busy they were, how many cars they wrote, how fast the line moved, or how chaotic the desk became.

But busy does not always mean profitable.

Two advisors can see the exact same vehicles in the same day and produce dramatically different results simply because of how they approach the opportunity in front of them.

In this episode, I break down:

• What gross per RO actually means and why it matters • Why being "busy" can sometimes hide lost income opportunities • The mindset shift from order taker to consultant • How small maintenance services can stack into serious profitability • Why assuming customers won't buy is one of the biggest mistakes advisors make • How rushing through MPIs and conversations creates hidden profit leaks

Most importantly, we talk about the shift service advisors must make:

Stop asking "How fast can I move this car?" Start asking "How complete can I be?"

Because the opportunity isn't something you have to chase.

The customer already drove it into your service lane.

If you're a service advisor, service manager, or fixed ops leader who wants your team to increase profitability while improving the customer experience, this episode is a powerful place to start.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Managers… this one is for you.

I sat down with Jimmy Vargas, GSM at Paradise Chevrolet and this isn't just a conversation… this is someone I'm actively in the trenches with right now.

I'm working directly with Jimmy and his sales team on their phone process, listening to calls together, coaching in real time, and using the tools inside CallRevu to actually develop his people.

And that's the difference.

He's not just pulling reports. He's not just tracking calls.

He's investing in his team.

Jimmy is setting the bar, giving his team a modern, relevant process to win on the phones, and then backing it up with real accountability using the data.

One of the most powerful things he's doing right now?

He's using CallRevu's keyword alert feature to instantly flag calls when something doesn't go the way the customer expected.

So instead of finding out a day later… or never…

He and his managers are notified immediately.

That means they can jump in, coach the situation, follow up fast and in many cases, save the deal.

We're reviewing recorded calls. We're tightening conversations. We're making sure nothing slips through the cracks.

Because when you actually listen… you find everything.

This episode breaks down his blueprint. It's simple, doable, and built for real dealership life.

If you want more appointments, stronger performance, and a real return on the calls you're already paying for…

This is where it starts.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealership advertising is entering a completely new era and AI is at the center of it.

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Jarett Bellucci, a two-time Emmy Award-winning director and filmmaker and the founder of Bellucci Productions. Jarett has created commercial work for major brands like Cadillac, BMW, and Forbes, and now he's helping businesses, including car dealerships, leverage AI to produce cinematic-quality commercials without the massive production budgets.

Together they break down how AI is changing the way commercials are created, why storytelling matters more than ever in automotive advertising, and how dealerships can stand out in a sea of look-alike ads.

Jarett explains how AI tools are unlocking creativity, allowing brands to build characters, craft stories, and produce visually stunning content faster and more affordably than ever before. But the real advantage isn't just the technology. It's the message behind it.

If you want your dealership marketing to stop blending in and start connecting emotionally with buyers, this conversation will open your eyes to what's possible.

This episode covers:

• Why most dealership commercials fail to connect • How AI is lowering production costs while raising creative potential • The power of storytelling in automotive advertising • How dealers can build monthly "drip branding" campaigns • Why the future of AI advertising still depends on human creativity

AI may be the toolbut the idea and the story are still what wins!

Bellucciproductions.com

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Flat rate has been debated for decades in service departments, but what if the real issue isn't the pay structure at all?

In this episode of Dealer Talk with Jen Suzuki, I sit down with Joe Minns, Corporate Fixed Ops Director at Dennis & Co Auto Group, who brings 34 years of real dealership experience to the conversation.

Joe has seen just about everything in service operations, from dirt-floor shops to high-tech 80-bay service departments. Today he oversees fixed operations for Dennis & Co's growing network of dealerships, and he shares one powerful perspective that many leaders overlook:

Flat rate doesn't fail… culture does.

We dive deep into the real reasons technicians struggle to flag hours and why so many service departments unintentionally waste the most valuable resource they have, technician time.

Joe breaks down the operational leaks that quietly drain productivity, the cultural shifts required to protect technician efficiency, and why leaders must rethink how dispatch, advisors, and managers support the shop.

We also talk about:

• Why technicians are the true revenue engine of fixed operations • How small moments of lost technician time cost dealerships thousands • Why many service departments unknowingly rig the system against their own techs • The leadership shift required to fix flat rate culture • How service advisors, dispatchers, and managers must align to protect technician productivity • Why career pathing is critical to solving the technician shortage

If you're a service director, fixed ops leader, or dealership executive trying to improve technician retention, shop productivity, and labor performance, this conversation is packed with practical insight.

Because at the end of the day, great service leaders don't just manage the shop, they protect the people who power it.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

There's a lot of communication flying out of dealerships every single day and text messaging is often the fastest way to reach a customer. But if your messages look like everyone else's, they're going to be treated like everyone else's.

"Just checking in" and "any questions?" isn't follow-up… it's noise.

In this episode, Jen shares a creative tactic she's been using in her own follow-ups that's getting responses and turning heads! AI-generated images built directly from CRM notes and customer conversations.

Instead of sending another plain text, Jen shows how you can create a visual message that proves you were paying attention. The customer's name, the vehicle they liked, details about their family, their interests, even a little humor, all layered into a custom image that feels personal and memorable.

It's not about fancy graphics. It's about showing customers that you remember them and care about their situation.

Jen explains how she started using these AI images in her own outreach, how the responses led her to start teaching the technique in her sales classes, and how teams are now using it as a fun internal contest to drive replies from customers.

If your follow-up messages are getting ignored, the problem might not be the message, it might be the format.

This episode will show you how to change that!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

AI isn't something managers can delegate. It's something they have to demonstrate.

In this episode, Jen talks about one of the biggest leadership shifts happening inside dealerships right now: leaders becoming the model of how to use AI, not just the ones telling everyone else to use it.

Your team isn't going to adopt tools because of a memo or a mandate. They adopt them because they see their leader using them in real life, in meetings, during problem-solving, when building customer messaging, or when creating new sales ideas.

Jen shares how managers can introduce tools like ChatGPT, Claude, Gemini, Grok and others inside regular team meetings so people learn naturally instead of feeling forced. When leaders use AI openly, asking questions, testing ideas, building scripts... it shows the team how to think differently and stay relevant in a fast-changing industry.

The message is simple: People don't follow mandates. They follow models.

If you want your team to evolve, they have to watch you do it first!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

20 seconds.

That's all it takes to separate average dealerships from memorable ones.

Customers don't remember your CRM. They don't remember your process map. They remember effort.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down why short, 20-second personalized videos are one of the most powerful follow-up tools in modern dealerships — in both sales and service.

Not five minutes. Not perfect lighting. Not corporate scripts.

Just 20 seconds of clarity that says: "I was thinking about you."

Jen explains how replacing traditional texts and voicemails with quick, candid videos builds obligation, increases engagement, and showcases your humanity. She shares simple scripts, real-world examples, and ways managers can turn this into a fun, competitive in-store activity.

You'll learn: • Why video follow-up increases memorability • How to structure a powerful 20-second message • What to say when confirming appointments • How to stand apart from competitors instantly • How to coach your team to execute without overthinking

Perfection isn't the goal. Presence is.

Because 20 seconds today beats zero seconds tomorrow, every single time.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Great ideas don't fail in dealerships because they're bad. They fail because no one installs the behavior fast enough.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down a simple, high-energy methodology to help leaders stop "motivating" and start installing execution inside their stores.

Most dealerships don't have a training problem — they have an execution problem. Processes get rolled out. Energy fades. Thirty days later, nothing sticks.

Jen shares her proven meeting framework — used at NADA Academy and in high-performing stores — to compress action, build accountability, and make learning fun and sustainable.

You'll learn how to: • Pick one behavior and install it fast • Teach a technique in under 20 seconds • Use real examples to drive discussion • Create immediate execution through activity • Run contests that build visibility and accountability • Shortlist, vote, and let the team own the win

This is about turning meetings into movement. Not speeches. Not theater. Behavior change.

If you're a GM, GSM, Fixed Ops Director, Sales Manager, or Service Manager who's tired of initiatives fading out — this episode gives you a repeatable structure to make things stick.

Momentum doesn't come from motivation. It comes from movement.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

The first five minutes of a service visit can make or break everything that follows.

In this episode of Dealer Talk with Jen Suzuki, Jen dives into one of the most overlooked yet powerful moments in fixed ops: the service check-in. This isn't about speed. It's not about numbers. It's not even about selling. It's about trust.

Jen calls the check-in one of the two sacred moments in every service visit and if you miss it, nothing else matters. From reviving the dying walkaround to turning rushed transactions into relationship opportunities, she shares real-world principles advisors and managers can immediately apply to boost MPI approvals, retention, and long-term revenue.

You'll learn how to: • Turn the walkaround into "walk-in education" • Build trust before the inspection ever begins • Use simple human connection to reduce defensiveness later • Create operational impact by improving the first five minutes • Coach presence, tone, and professionalism — not just process

When customers feel educated early, they're less defensive later. And when they trust you? They buy. They return. They ask for you.

This episode is a must-listen for Service Advisors, Service Managers, Fixed Ops Directors, and GMs who want to boost service revenue without pushing harder, just caring smarter.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

If your service managers and advisors can't explain Effective Labor Rate in one sentence, money is leaking out of your shop every single day.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down the most misunderstood yet most powerful performance metric in the service department: ELR (Effective Labor Rate). While advisors often track CSI, gross, and hours per RO, ELR quietly tells the real story of how the shop is performing, how advisors get paid, and how profitable the operation truly is.

Jen simplifies what ELR actually is (and what it's not), why it matters more than the posted labor rate, and how everyday advisor behaviors like discounting, incomplete presentations, weak explanations, and missed opportunities directly drag it down.

This episode connects the dots between ELR and advisor income, shop absorption, and leadership discipline. Jen also outlines practical coaching strategies for service managers, including daily visibility, advisor-level tracking, role-play, discount accountability, and how to celebrate ELR wins so strong behaviors get repeated.

ELR isn't a scary accounting term. It's a performance mirror. If you understand it, you can influence it. If you can influence it, you can control profitability.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

This one was different, we recorded an in-person (we are both within minutes of each other in CO!) episode in a studio (yes, the kind rappers use 😄) with a dealer/general manager from a 100+ year family dealership story that started back in 1922.

Meet Fred Emich from https://www.emichauto.com/

We get into what most leaders don't talk about: the daily pressure to stay relevant, how to keep people invested across multiple rooftops, and why the service department deserves way more leadership attention than it usually gets.

Then we go deep on tech adoption, how to vet new tools, why "shiny object" purchases fail, and the non-negotiable rule: if your team won't use it day-to-day, don't buy it.

We also tackle the big debate: "customers don't want calls anymore." Spoiler: they don't want robocalls… but they do want real explanations when it matters, especially in service.

If you're trying to modernize your dealership without sacrificing the human connection that built your reputation, this episode is a roadmap.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

There are two sacred moments in every service visit and if you miss them, nothing else matters.

In this episode of Dealer Talk, Jen Suzuki breaks down the most overlooked, most powerful moment in the service lane: the check-in.

This isn't about speed. It's not about scripts, numbers, or reports. And it's definitely not about rushing customers through like a transaction.

Jen shares what she's seeing on dealership drives across the country: walk-arounds disappearing, advisors glued to iPads, low energy, rushed tones and customers quietly losing trust.

You'll learn why the check-in is where trust is either built or broken, how a proper walk-around isn't an upsell but an education, and why customer involvement early makes approvals easier later. From eye contact and body language to flashlight moments under the hood, this episode dives into the small, human details that drive retention, loyalty and long-term relationships.

If you're a service advisor or manager who wants better inspections, smoother MPI conversations, stronger surveys, and customers who come back asking for you, this episode is required listening.

Because when customers feel seen and heard, everything else gets easier.

AI isn't here to replace service advisors, it's here to protect what they do best.

In this episode of Dealer Talk with Jen Suzuki, Jen speaks directly to service leaders navigating the overwhelming wave of new AI tools flooding the automotive space. While the industry is being told to move faster, adopt more, and automate everything, Jen challenges leaders to slow down and ask a more important question:

Is this technology protecting human connection or eroding it?

Service advisors sit at the center of the customer experience, yet their role has been stretched beyond sustainable human limits. Between check-ins, walk-arounds, technician communication, approvals, loaners, follow-ups, explanations, CSI pressure, and emotional labor, advisors are maxed out and piling on more systems isn't innovation. It's overload.

Jen shares real-world observations from working in service departments over the past year, including her experience building AI to assist with one very specific task: MPI approval calls. What became clear is that when advisors are freed from repetitive, draining work, approvals move faster, technicians wait less, shops flow better, and advisors can be present where they matter most with customers.

This episode reframes AI's role in service: not as the hero, but as the quiet support system working in the background so advisors can lead with trust, clarity, and confidence.

Because the future of service isn't human or AI, it's human + AI, used wisely.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

In this episode of Dealer Talk with Jen Suzuki, I sit down with Jessica Colan, who leads one of the biggest BDC departments in the country and works in the #2 Kia store in the nation. I've known Jessica for more than a decade and trained her team for years and what makes her different is simple: she doesn't chase shiny toolsshe tests them against real processes until they perform.

We talk about what's actually working with AI inside a high-performing dealership BDC—specifically how Jessica has used Matador AI hands-on for the last two years to revive stagnant leads, re-engage "ghosted" customers and target low-hanging fruit without wasting human time on dead ends.

Jessica breaks down her "sacred" strategies:

Building custom workflows and sequences by lead source (Trader, Sam's Club, etc.)

Training the AI to sound like your store—not generic dealership spam

Setting up human alerts so the team tags in fast when AI hits a boundary

Running CSV-based campaigns (loyalty, lease maturity, unsold visits) with the right staffing so replies don't overwhelm the team

Using AI-driven engagement to turn "closed" opportunities into open, actionable leads—and pushing hot conversations into the CRM for history

Pairing engagement with quick, targeted video from product specialists (30–40 seconds, not a full walkaround) once the customer shows real intent

This is a real-world look at the truth most dealers are learning the hard way: AI tools don't work without a human behind them. You have to train it, guide it, and integrate it into your process because the goal isn't to automate relationships…it's to protect them.

If you're a GM, BDC director, sales leader, or operator trying to revive leads and stop wasting time, you'll want to hear exactly how a top Kia store is using AI to create speed, engagement, and competitive advantage.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

This episode is all about the kind of AI dealers actually need not another shiny chatbot, but a real assistant built inside the DMS and grounded in real dealership data, real workflows, and real accountability.

I'm joined by AJ McGowan, VP of Research & Development at Reynolds and Reynolds and co-founder of AutoVision, to talk about Reynolds' newest reveal: Rey, a tailored AI assistant integrated directly into the Reynolds ecosystem.

We get super practical on how leaders, managers, and frontline teams could use Ray day-to-day:

Service teams asking real-time status questions without leaving the bay

Used car managers making smarter auction decisions by cross-referencing market intelligence with store performance

Multi-store operators pulling up-to-the-second answers mid-meeting (instead of printing reports that are outdated the next morning)

Teams using Ray to learn Reynolds tools, message each other, and even connect with Reynolds support with context already included

Bottom line: the dealer's job isn't to use software, it's to take care of customers. Rey is designed to remove friction, reduce report-chasing, and help dealerships make faster, more confident decisions using the data they already own.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

In this episode of Dealer Talk with Jen Suzuki, I sit down with Kerri Wise, Chief Marketing Officer at LotLinx, to unpack one of the biggest problems I've seen after decades of training sales teams: wasted time chasing the wrong leads while real opportunities sit right under our noses.

Kerri brings a rare perspective, deep automotive experience from brands like TrueCar and Edmunds, paired with a clear understanding of how AI and machine learning can actually support dealership operations, not complicate them.

We dive into LotLinx's newest product, Revive, launching at the NADA Show, which helps dealers reclaim "closed-lost" leads that sales teams have already moved on from but shoppers haven't. The data may surprise you: nearly 20% of those leads return to the dealership website within 45 days, often unnoticed.

This conversation covers:

We also talk about what LotLinx is unveiling at NADA—including one of the biggest giveaways the automotive industry has ever seen. A $148,000 prize and let's just say Jetson 1, aerial vehicle that for anyone else is a 2 year waitlist!

If you're a dealer, GM, sales leader, or operator thinking seriously about efficiency, AI, and profitability in a tightening market—this episode is a must-listen.

🔥🔥

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Today we're bringing a new angle to Dealer Talk with Jen Suzuki Podcast!

The capital side of dealer tech. I'm joined by Keith Style from Presidio, an automotive-focused investment advisory team that's been quietly shaping the next wave of dealership technology. Keith shares what Presidio looks for in early-stage AI and software companies, how they diligence founders (spoiler: customer calls are everything), and why "strategic capital" matters more than flashy valuations.

We break down the metrics that actually predict whether a tech company will last: recurring revenue, revenue growth, churn, runway, and even the Rule of 40 and why dealers should care.

We also talk about the real risk in early-stage AI (not everyone survives), the funding models dealers should demand, and why the best investors want dealers to be active partners with feedback loops, not passive checks. Then we zoom out into 2026: convenience-driven customer expectations, marketplaces, online buying behavior, and how this next wave of tech may finally drive productivity in dealerships without losing the customer experience.

If you're heading into NADA and trying to separate "AI noise" from real outcomes, this is your checklist!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Every time a service advisor discounts too fast, something bigger than money is lost — credibility.

In this episode of Dealer Talk with Jen Suzuki, Jen tackles one of the most overlooked performance indicators in the service department: the discount line. After years of training advisors on the drive and working shoulder-to-shoulder with service teams, this is one of the first places she looks because it tells a story.

A story about confidence. A story about perceived value. A story about how the advisor, the technician, and the dealership are being positioned in the customer's mind.

This conversation isn't about being rigid or unsympathetic. It's about understanding that discounting is rarely about the customer, it's usually about discomfort. Discomfort with holding value. Discomfort with pushback. Discomfort with confidently saying, "This is what it costs, and here's why."

Jen breaks down why fast discounts quietly devalue the work, the technician, and the entire service operation and how strong advisors protect value without sacrificing trust. She also speaks directly to service managers and Fixed Ops leaders about why discounting is a leadership issue, not an advisor flaw, and how coaching, language, and support change behavior.

If you want to elevate advisor confidence, protect margin, and build trust that actually lasts, this episode is for you!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

We've never had a CTO on Dealer Talk with Jen Suzuki! So we went full behind-the-scenes with Kelvin Pho, CTO & Co-Founder @ Mia Labs!

Kelvin pulls back the curtain on what's happening in AI tech right now. He shares his insights on what matters, what's hype, and what dealers should actually be asking before they buy another "AI tool." We talk real-world dealership problems like missed calls, after-hours coverage, messy data, and integrations across CDK, Reynolds, Tekion, Xtime, and more. Then we get into the stuff nobody explains: why "built on Azure" matters, how safety and content controls prevent AI from going rogue, and why "bank-level security" isn't just a buzzword. Kelvin also shares a dealer-friendly AI maturity test (latency, P90 latency, interruption/turn detection), plus the #1 misconception: AI doesn't arrive perfect, it's like hiring a new employee and it needs training. If you're heading into 2026 trying to modernize your communication stack without getting burned, this is your vetting checklist.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Meet Lot GPT: Dealer AI, Done Right

Ever wonder what happens when automotive tech veterans build an AI just for dealers? Meet Lance Schafer, GM of Product and Tech at Lotlinx and the brains behind Lot GPT.

This isn't your everyday chatbot. Lot GPT analyzes inventory, predicts which cars will sell and when, optimizes vehicle pages, and even drafts follow-up messages. All using 12 years of dealer data and insights from 28,000 dealerships.

The catch? It's invite-only for now. Why? Because Lotlinx is taking their time to deliver tools dealers actually want, test them with real users, and make sure every feature adds value before a broad release.

If you're serious about staying ahead in automotive AI, you need to get on the waitlist for Lot GPT.

Join the waitlist at lotlinks.com/lotgpt

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ujj Nath, Co-Founder & CEO of MyKaarma walks us through the messy, glorious work of building dealer software. The late nights, the dealer-floor immersion, the hard lessons learned from Toyota's Genchi Genbutsu, and the relentless grind that turns a consulting gig into a product powering billions in payments. We dig into real dealer stories (Norm Reeves, Volkswagen, Mercedes), early product wins (text + call on one local number, mobile checkout), brutal setbacks, and how staying "in the trenches" shaped a product that dealers actually use. If you build training from being on the store floor, this episode will hit home: product decisions come from watching customers, asking better questions, and surviving the chaos!

Truly inspirational and exciting to hear how some of the dealerships greatest tools were born!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Get inspired by Nick Cossette, co-founder and Head of Growth & Operations at Matador AI, as he shares his journey from working at Enterprise Rent-a-Car to creating one of automotive's leading AI tools. In this episode of Dealer Talk with Jen Suzuki, Nick reveals how Matador AI is revolutionizing dealership sales, BDC follow-ups, and customer engagement. From SMS automation to human-like AI conversations and now even voice AI, learn how Nick and his team are reshaping the way dealers connect with customers and drive results. This is a must-listen for anyone interested in the future of automotive technology, AI, and elevating dealership operations.

Get more info @ Matador.ai

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Part 4 of Jen Suzuki's 4-part mini-series gives managers a simple, repeatable structure for teaching one of the most stressful skills in sales: handling customer objections.

In this episode, Jen breaks down how to coach your team through pushback without pressure — using a calm, confident, 4-step framework: Acknowledge → Reframe → Offer → Close the Gap. You'll learn exactly how to teach the structure in minutes, demonstrate both strong and weak examples, and set up fast role-plays that build confidence instead of anxiety. Jen also shares practical ways to evaluate tone, body language, pacing, and delivery using quick checklists and 10-minute coaching drills. Plus, she reveals her favorite contest ideas to keep the skill top-of-mind and drive real behavior change.

This power session helps salespeople, BDC agents, service advisors, and anyone facing customer objections turn stressful moments into calm, controlled wins.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Part 3 of Jen Suzuki's 4-part manager mini-series goes deep into one of the most profitable coaching skills in the dealership: teaching teams how to gain more service approvals using her formula called Job–Risk–Reward (JRR).

Jen breaks down exactly how to train advisors, salespeople, and BDC agents to explain value simply, clearly, and with confidence — without scripts. You'll learn how to teach the formula in minutes, demonstrate it live, then drive real application with team exercises, role-play, and even spicy contests that make learning stick. From wipers and brake pads to leather seats and display screens, Jen shows you how this formula boosts trust, increases transparency, and gets customers saying yes more often.

This is your playbook for fast, high-impact coaching that drives approvals, customer loyalty, and profitability.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Part 2 of Jen Suzuki's 4-part mini-series for dealership leaders drills into the single most important window of any customer interaction — the first three minutes.

In this episode Jen teaches managers how to coach teams to win fast: a sharp greeting, purposeful value, and immediate engagement. Learn a compact, repeatable coaching routine (teach → demo → apply) with real scripts for calls, showroom greetings, and walk-ins, plus quick contests and pairing exercises to lock behavior in.

This episode is built for GMs, BDC leads, service managers and anyone who needs fast, high-impact coaching that translates to better appointments, higher show rates, and stronger customer loyalty.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Part 1 of Jen Suzuki's 4-part mini-series for dealership leaders: a fast, repeatable coaching framework to level up your team one short session at a time.

In this episode Jen breaks down a 10–15 minute training format she uses in-store and at NADA Academy — how to open sharp, teach one skill in 60–90 seconds, demonstrate it under 3 minutes, then put reps into quick application with immediate feedback. No boring slides, no long lectures — just focused micro-coaching that builds skill, accountability, and energy.

Perfect for GMs, service managers, BDC leads and anyone who wants a simple daily rhythm to raise performance and keep teams engaged.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Bill Camastro, dealer partner at Gold Coast Cadillac and Jersey, to explore the intersection of technology, AI, and human connection in modern dealerships.

Bill shares hard-earned lessons from growing up in the Bronx to running a top-rated Cadillac brand, and how he leverages AI—not to replace his team, but to make them 50% more effective.

From digital innovation to hands-on leadership, guest experience, and real-world strategies for scaling performance, this conversation is packed with actionable insights for dealers, executives, and service leaders ready to stay relevant, competitive, and human-first.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

What makes people stay… and what makes them walk out the door?

In this episode, Jen sits down with Clint Pulver — Emmy Award–winning speaker, author, and creator of the "Undercover Millennial" movement — for a raw, energy-packed conversation about leadership that actually inspires people to perform at their highest level.

Clint has interviewed over 10,000 employees across the country, gathering real, unfiltered feedback about what teams love, what they fear, and why they stay committed. And the patterns he reveals apply directly to every dealership, every department, every leader.

Together, Jen and Clint unpack:

The fastest way leaders unintentionally push good people out

How the best managers create "mentorship moments" that change everything

Why today's workforce craves connection, not supervision

How small leadership habits lead to massive culture shifts

The secret to motivating teams without pressure or burnout

Why recognition is the #1 performance accelerant

What dealerships can do this week to boost energy, trust, and accountability

This is a high-impact, unforgettable episode for anyone responsible for growing people — GMs, dealer principals, sales leaders, service directors, BDC managers, and anyone who wants a stronger, more motivated team.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

What's really happening inside dealership service departments? In this episode, Jen sits down with Kim Saylor, Senior Director of Fixed Ops Product Marketing at CDK Global, to break down the real shifts, disruptions, and opportunities shaping fixed ops today.

Kim brings big data, real research, and boots-on-the-ground insights from dealerships across the country — and she's not sugarcoating anything.

Together, Jen and Kim dive into:

Why customer trust is still the #1 weak link—and how the best service departments are fixing it

How AI scheduling and communication tools are actually performing in the real world

Where dealers are unintentionally losing service revenue

What high-performing service departments do differently every single day

The three action steps every leader can implement in the next 90 days

Why videos, mobile approvals, and dynamic pricing are changing the game

How advisors and technicians can evolve without losing the human touch that customers crave

This is a candid, high-value conversation for dealers, GMs, fixed ops directors, BDC leaders, and anyone serious about elevating service performance with better processes, better tech, and better human connection.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Wake up — it's here. Conversational AI has officially arrived in automotive, and it's transforming dealership operations faster than anyone expected. In this episode, Jen sits down with one of the true OGs of voice AI, Rich Sands, CEO of Stella Automotive AI, to unpack what's really happening behind the scenes as dealerships adopt AI in service and sales.

https://stellaautomotive.com

Rich shares the evolution of Stella—from early hurdles to the all-new rebuilt platform—and opens up about the human side of AI: the integration challenges, the mistakes, the breakthroughs, and the massive shift in customer adoption. You'll hear real data on engagement, booking speed, and why some callers now prefer Stella over a human.

Jen and Rich break down:

If you want real talk about scaling voice AI in a dealership—without the vendor pitch—this episode is your roadmap. It's tactical. It's honest. And it'll prepare you for the next big operational shift already hitting stores nationwide.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

AI is no longer optional—it's a must-have tool for every salesperson, service advisor, and dealership professional. In this episode of Dealer Talk with Jen Suzuki, learn how to leverage AI to save time, boost efficiency, and personalize every customer interaction.

Jen walks you through:

The must-have AI tools for your phone and desktop

How to prompt AI effectively for emails, texts, objections, and follow-ups

Using AI for customized, value-driven communication with car buyers

Real examples of AI-generated emails, subject lines, and texts that get engagement

Tips for AI-assisted product knowledge, brand building, and objection handling

Stop spending hours on repetitive tasks—learn how AI can become your ultimate sales assistant.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

AI is changing the way dealerships connect, communicate, and compete!

In Part 4 of our Matador AI mini-series, Jen sits down with Carla Ksonzek, Head of Sales at Matador AI, to talk about how top dealers are winning the long game through automation, culture, and leadership.

Carla breaks down what she calls the SMS-first world—where 90% of customers respond within minutes—and how dealers can use AI as an extension of their people, not a replacement. You'll hear how Matador scales without losing personal touch, the power of leadership buy-in, and why adoption beats innovation every time.

If you lead a sales or BDC team, this episode will help you build consistency, protect your people from burnout, and create an edge your competition can't match.

https://matador.ai/ | Carla Ksonzek 514-452-1347 | Carla@matador.ai

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

We all love a shiny new tech demo—but what happens after the install?

In Part 3 of our AI mini-series with Matador AI, Jen sits down with Joshua Bagley, Head of After Sales, to talk about what really makes AI work inside a dealership.

Joshua breaks down the people side of implementation—why collaboration across departments, leadership buy-in, and consistent follow-up are the difference between success and failure. He also shares Matador AI's unique "client success pod" structure that keeps dealers supported, engaged, and achieving real results long after the onboarding call.

From onboarding to retention, Josh shows that AI's success depends on culture, not code—and why adoption beats innovation every time.

https://matador.ai/ | Joshua Bagley, | joshua@matador.ai

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Not every day do you meet someone who's worked their way from the sales floor to the GM's office — and now sits on the advisory board for an AI company that's changing how dealerships leverage AI in operations.

In Part 2 of our AI mini-series with Matador AI, Jen sits down with Uli DeMartino, a seasoned operator turned advisor, to talk about how AI is being used inside real dealerships today—from improving follow-up consistency to bridging sales and service for a stronger customer experience.

Uli shares what he's learned turning around underperforming stores, what he looks for first when he walks into a struggling dealership, and how he's helping shape Matador AI into a dealer-first platform that augments people, not replaces them.

If you've ever wondered what AI looks like through the eyes of a real GM who's lived the grind, this one's a must-listen!

https://matador.ai/ | Uli DeMartino | uli.demartino@matador.ai

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

AI isn't here to replace humans—it's here to amplify them. In this first episode of our new mini-series with Matador AI, Jen sits down with Kevin Esmezyan, Head of Product at Matador AI, to explore how dealerships are using AI to eliminate repetitive tasks, reduce burnout, and empower their people to focus on what they do best—building relationships and delivering a remarkable guest experience.

From automating lead follow-ups to intelligently syncing with your CRM, Kevin explains how the right human + AI collaboration transforms workflow, increases productivity, and sets a new standard for efficiency in modern dealerships.

If you've been curious about how AI actually works in practice (not just in theory), this episode is your starting point.

https://matador.ai/ | Kevin Esmezyan, 514-793-1488 | Kevin@matador.ai

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Emails alone won't cut it anymore. In this episode of Dealer Talk with Jen Suzuki, we dive into how to leverage video to boost responses, engage leads, and convert more sales.

Jen walks you through:

Using AI to craft tailored video scripts for introductions, follow-ups, and appointment confirmations.

The 4 "moments that matter" in every customer journey — from first contact to sold.

Be-back videos and loyalty follow-ups to reconnect with previous buyers.

Tips for thumbnails, intros, and video length that actually get watched.

Learn why video isn't just a trend — it's now a must-have in the dealership sales toolkit. Perfect for salespeople, BDC agents, and managers looking to boost engagement and close more deals.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Are you still saying, "What I'd like to do is get you down here…"? That old-school, transactional approach is dead. In this episode of Dealer Talk with Jen Suzuki, we explore the relational selling mindset — the strategy that builds trust, boosts confidence, and creates lifelong customers.

Jen walks you through:

The difference between transactional and relational selling

How to connect with customers, uncover what matters, and avoid rushing the sale

Using AI and smart word tracks to pivot conversations toward value, not just price

The 5 "checkboxes" to establish rapport, confidence, and trust before asking for an appointment

Real-world examples and exercises to shift your sales approach immediately

If you want to stop high-pressure selling and start building relationships that convert, this episode is your roadmap.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

So many people avoid calling internet leads — and it's not fear, it's lack of process. In this episode of Dealer Talk with Jen Suzuki, I break down my 3-step call framework that builds trust, uncovers what customers really want, and locks in appointments fast.

You'll learn:

How to lead with helper vibes instead of "sales vibes."

How to get into flex mode to understand their needs and preferences.

How to confidently set appointments and ask for commitment.

No scripts. No robotic pitches. Just human-to-human connection that converts.

Perfect for BDC agents, sales consultants, and dealership leaders who want to level up their call game.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Unlock the secrets to mastering internet lead follow-up with Jen Suzuki! In this episode of Dealer Talk with Jen Suzuki, Jen dives deep into her aggressive, results-driven 72-hour follow-up cadence for internet leads. She shares proven strategies for phone calls, texts, voicemails, personalized videos, and AI-assisted messaging—designed to help dealerships convert more buyers, build trust, and stand out in a competitive market.

Whether you're a BDC rep, salesperson, or manager, Jen's insights will show you how to find the low-hanging fruit, engage customers with personalized content, and maximize your internet sales conversions. Tune in for actionable tips, real-world examples, and a few laughs along the way!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

In this solo episode, Jen Suzuki kicks off her new Sales Series with the energy, insight, and strategy that'll transform your phone calls into conversions.

Jen breaks down her favorite real-world techniques that work for inbound, outbound, internet, and service calls — the same tactics she teaches top-performing dealership teams across the country.

You'll learn:

How to make an intro that hooks customers instantly

How to use loyalty recognition to build instant trust

How to sell the appointment before asking for it

Why energy, benefits, and connection beat old-school sales scripts every time

The "What are you doing right now?" technique that boosts same-day appointments

This episode is pure gold for salespeople, BDC agents, and managers who want to stand out on the phone and close more deals — without sounding robotic or desperate.

Tune in and get ready to level up your sales conversations!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Get ready to meet Raul Gomila, General Manager of City Kia of Greater Orlando, and one of the highest-performing dealership leaders in the nation!

Jen Suzuki dives deep into Raul's playbook on leadership, management, and dealership growth — and how he built a championship culture that sells +/- 500 cars a month.

Raul shares how he turned an average store into a national powerhouse through daily coaching, empowering managers, and creating a customer-centric, ethical, high-performance culture. From handling downturns to motivating teams, promoting talent, and expanding massive service operations, Raul reveals what it truly takes to lead a winning dealership.

If you're a GM, sales manager, or dealership operator, this episode will fire you up with real-world strategies, leadership inspiration, and practical systems that drive results — no excuses, just execution!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.