Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast and is a free educational series for Dealers, Managers, Sales Teams and anyone in the Auto Industry that has a desire to obtain information that will propel growth, lead the auto industry and invoke progressive strategies. We will educate on staying relevant, offer ways to improve vehicle sales and service, CSI and retention. Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast. Use #DealerTalkWithJen
Jennifer Suzuki, eDealer Solutions
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: Why voice AI is accelerating dealership operations on both the service and sales sides How customer behavior toward AI has radically changed in just two years What "the new Stella" actually means (zero latency, deep integrations, powerful customization) The ROI dealers are seeing—and why AI is now outperforming humans in call handling and appointment booking The must-do steps for dealers deploying voice AI (yes, the greeting matters more than you think) How data, context, and personalization are creating a new wave of VIP-level customer experience 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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
In this episode of Dealer Talk with Jen Suzuki, I break down how to take everything from the previous service advisor lessons — warm greetings, Job-Risk-Reward (JRR), analogies, and MPI preparation — and execute a 2.0 follow-up call that drives approvals. I'll cover: How to personalize each call and start with a warm, human touch Using good news first to relax customers before addressing needed work Incorporating JRR and analogies to make repairs clear and relatable Strategies for texts and follow-ups when customers don't pick up Tracking approvals and keeping momentum for a seamless customer experience Dealer Talk with Jen Suzuki Podcast |
Learning concepts is only half the battle — the real skill comes from practice. In this episode of Dealer Talk with Jen Suzuki, I share an interactive activity from my live classes that helps service advisors take everything they've learned — from warm greetings to Job-Risk-Reward explanations and analogies — and put it into action using real MPIs. I'll cover: How to use MPIs, photos, and videos to plan conversations Partnered role-play exercises to practice greetings, JRR, and analogies Tips for managers to coach their teams during practice Turning practice into confidence so live customer conversations feel effortless A weekly challenge: pick two MPIs, create analogies, practice, get feedback, and level up your team When advisors practice in a safe environment, their confidence rises, explanations become clear, and customer trust — and approvals — soar. Dealer Talk with Jen Suzuki Podcast |
Specs, millimeters, torque, hydraulic pressure… customers check out FAST when advisors go “full tech mode.” That's where analogies change the game. In this episode of Dealer Talk with Jen Suzuki, I share one of my favorite techniques that helps customers understand repairs without feeling overwhelmed: turning technical jargon into relatable stories. I'll cover: Why customers decline work when they don't understand the language How to use simple, everyday analogies (like crayons, sneakers, or coffee filters) The power of humor and storytelling to reduce tension and win trust How to practice analogies as a team for fun, memorable customer experiences A weekly challenge: turn two MPI jobs into analogies and test them with your team When you swap tech talk for real talk, customers nod, laugh, and approve more often. Analogies make the complex simple — and that's where credibility (and sales) live. Dealer Talk with Jen Suzuki Podcast |
Most customers don't wake up excited to buy brake pads or a cabin filter. That's where YOU come in. In this episode of Dealer Talk with Jen Suzuki, I reveal the secret weapon that service advisors across the country call their #1 takeaway from my classes: the J-R-R Formula (Job – Risk – Reward). Here's what we cover: How to explain any repair in plain English without jargon Why “just listing repairs” kills approvals and trust The easy 3-step J-R-R approach that makes recommendations stick How to weave in humor + humanity to keep it real (and not salesy) A weekly challenge to put J-R-R into practice on brakes, tires, filters, alignments, and more This is Trust-Building 101. When you use J-R-R, you stop sounding transactional and start sounding relational. And that shift is what customers respect — and approve. Dealer Talk with Jen Suzuki Podcast |
You can be the friendliest advisor in the world, but if a customer thinks their car will be ready in two hours and it takes six… you're the bad guy. In this episode of Dealer Talk with Jen Suzuki, we're diving into one of the biggest customer killers in the service lane: unclear expectations. With most dealerships using XTime, it's time to master the features that turn it from a “fancy calendar” into a credibility booster. You'll learn how to: Use XTime to set timelines, pickup windows, and updates that customers trust Eliminate surprises (because surprises in service = stress) Leverage transparency to build credibility and reduce complaints Give customers an action plan and communication plan before they leave the counter Flip complaints into compliments by following through on promises Bottom line: clarity beats surprises. If you want to keep customers loyal and CSI scores high, you've got to be a professional expectation setter Dealer Talk with Jen Suzuki Podcast |
Social media and AI are no longer side projects for dealerships—they're the engines driving connection, branding, and sales growth. In this episode of Dealer Talk with Jen Suzuki, I sit down with John Spinoza and Julian Builis of Cruise Control, a team that's been transforming dealership marketing through smarter strategies, compliance safeguards, and AI-powered engagement. We break down what every dealer, entrepreneur, and executive needs to know right now, including: The future of personal vs. professional content (and why both matter) How contests and shareable posts are outperforming traditional boosting The compliance and copyright pitfalls that can cost dealers millions The role of AI in capturing leads before they slip away How to create emotional, scroll-stopping content that buyers trust If you're ready to cut through the noise and actually make social + AI work for your dealership or business, this episode will show you how to put your marketing on Cruise Control. Dealer Talk with Jen Suzuki Podcast |
Most advisors treat the walkaround like it's optional. It's not. In this episode of Dealer Talk with Jen Suzuki, I'm breaking down why the walkaround is the most underused but most powerful tool you have to build trust, boost credibility, and set the tone for approvals. You'll learn how to: Turn a walkaround into a stage for connection, not just inspection Slide in credibility without sounding salesy or pitchy Use visuals and proof (tires, wipers, lights) to make recommendations stick Add humor and humanity to ease tension and build rapport Transition customers smoothly into business with confidence If you've been skipping the walkaround, you're skipping income potential. Done right, it's not just about the car — it's about the relationship. Dealer Talk with Jen Suzuki Podcast |
In this episode of Dealer Talk with Jen Suzuki, we sit down with Jay Vijayan, visionary founder and CEO of Tekion, to explore his transformative journey from Tesla's CIO to creating one of the most disruptive companies in automotive retail. Jay shares the bold leap of leaving a high-level role at Tesla to tackle decades-old dealership technology challenges, and how his purpose-driven vision sparked the creation of Tekion's cloud-native platform. From buying dealerships to build a “live lab,” to navigating COVID with innovation that reshaped digital retailing, Jay takes us inside the risks, setbacks, and breakthroughs that fueled Tekion's rise. We also dive into the importance of solving root problems—not surface-level fixes—how dealers and OEMs can collaborate to deliver seamless consumer experiences, and why AI, machine learning, and ecosystem partnerships are no longer optional but essential to the future of automotive. If you've ever wondered what it takes to disrupt legacy systems, win over skeptics, and build a company that redefines an industry, this conversation will inspire you to think bigger and act bolder. Tekion launched Tekion AI Agent for Service this year. You can learn more about it in this video.https://tekion.com/resources/tekion-ai-agents-service= Also, here is a link to our testimonials page which includes some really great dealer customer accounts and stories. https://tekion.com/testimonials Dealer Talk with Jen Suzuki Podcast |
First impressions are money in the service drive. In this episode of Dealer Talk with Jen Suzuki, we dig into the relational greeting — the difference between being just another transactional advisor and being the trusted pro customers return to again and again. I'll walk you through how to: Show up with the right energy (because customers feel it before you speak) Use names, humor, and personal touches to build instant trust Transition naturally from small talk to business without feeling “robo” Make customers feel like people, not VIN numbers Turn a check-in into the start of a relationship that drives approvals and loyalty This isn't theory — it's what I see working every week in dealerships. If your service team can nail this, the rest of the process gets easier, approvals go up, and income potential climbs. Dealer Talk with Jen Suzuki Podcast |
This one's for the service team (but sales, you should listen too—because everybody's in sales). In this kickoff to my new Service Team Series on Dealer Talk with Jen Suzuki, I break down the Service Cheat Code: how preparation before the customer even shows up changes everything. From reviewing history and declined work to checking recalls, parts, and notes, I share the exact steps that turn rushed, transactional check-ins into confident, relational experiences that win trust and drive approvals. These are the same hacks I train advisors on in dealerships every single week—practical, now, and proven to increase income potential. This episode is your game plan for better connections, smoother days, and higher CSI scores. Dealer Talk with Jen Suzuki Podcast |
In this episode of Dealer Talk with Jen Suzuki, I've got Ryan Rohrman, CEO of Rohrman Automotive, to explore the intersection of legacy, leadership, and innovation in the automotive industry. Ryan shares how he honors the 60+ year foundation laid by his grandfather while steering a multi-dealership organization toward growth and relevance. From creating memorable customer and employee experiences to embracing AI and technology without losing the human touch, Ryan discusses the principles that guide his team, including transparency, innovation, personal connection, and servant-mindedness. He also dives into the importance of change management, training, and gamification to keep employees engaged, reduce turnover, and foster a culture that's ready to adapt to new challenges. Listeners will gain insights into: Balancing legacy and modern leadership in family-owned dealerships Building a culture of human-first customer experience (CX) Integrating AI and automation while maintaining genuine human connections Training, gamification, and strategies for reducing turnover Preparing your team to embrace change and innovation Whether you're a dealership leader, automotive professional, or someone interested in effective leadership and customer experience, this conversation with Ryan Rohrman offers actionable strategies to drive relationships and deliver awesome experiences—every single time. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me!bit.ly/3J7011t | Dealer Talk with Jen Suzuki
In this episode of Dealer Talk, we dive deep into mindset, leadership, and making bold decisions in business. I'm thrilled to sit down with my long-time friend and client, Inder Dosanjh, whose journey from technician to owning 17 car dealerships is nothing short of inspiring. We also welcome Munish Mahajan, Inder's co-founder, CEO & President, who brings a tech-forward, transformative approach to dealership operations. We talk about: The mindset shifts that move you from “just a job” to building something bigger. The challenges of scaling a dealership business while keeping your team motivated and empowered. How data, AI, and smart processes can fill gaps in dealership operations. The power of complementary skill sets in partnerships and leadership. Real-life crossroads that define companies and leaders—and how to make bold decisions when the stakes are high. Whether you're a dealership owner, GM, frontline manager, or part of a BDC team, this episode is packed with insights on growth, transformation, and taking action—even when it feels risky.
This week on Dealer Talk with Jen Suzuki, I'm joined by automotive veteran Greg Iverson—a BDC and marketing leader who has worked with some of the nation's top-performing dealerships, including the legendary Norm Reeves Honda and Car Pros Kia. Greg brings 20+ years of experience in internet sales, BDC leadership, and sales training, including time learning under industry icon Tom Stuker. In this conversation, we dive into what separates the frontline reps who struggle from the ones who consistently crush their goals. We cover: How to build and work a sales plan that actually drives results. The role of attitude, consistency, and intention in becoming a top performer. Why hiring right and nurturing team success fuels retention. The overlooked power of call coaching, TO processes, and phone guides. How nationally ranked stores create environments of training, accountability, and fun that keep their teams sharp. Greg shares real-deal strategies for BDC agents, internet managers, and sales leaders to level up and keep their stores competitive in today's market. Whether you're leading a team or working the phones, you'll walk away with actionable tactics to sharpen your edge and drive performance. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me!bit.ly/3J7011t | Dealer Talk with Jen Suzuki https://apple.co/38lmHM1 https://spoti.fi/3uQ2nd1 | 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. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
In this episode of Dealer Talk with Jen Suzuki, we dive into the overlooked powerhouse of the dealership tech stack: the phone. Jen is joined by Keri Cohen and Josh Desmond of CallRevu for a no-fluff conversation about turning every ring into real revenue. Together, they unpack how top-performing dealerships are using phone intelligence—not just to monitor calls—but to increase revenue, improve customer experience, and align marketing, sales, and service like never before. We get into the whole thing! Why the phone is still the most valuable (and ignored) revenue channel How call quality—not just quantity—impacts ROI and customer loyalty Ways dealers are using voice data to optimize campaigns and messaging Real examples of collaboration between marketing and the showroom What a connected, revenue-driven tech stack should actually look like How human coaching and accountability amplify what the tech delivers If you're tired of missed opportunities, misaligned messaging, or mystery shopper reports that go nowhere—this episode gives you the intel, strategy, and next steps to finally rethink your phones and start driving results.
In this final episode of the 10 Steps to the Sale series, Jen brings the energy and strategy you need for Steps 9 and 10—Vehicle Delivery and Follow-Up & Referrals. Learn how to turn a handoff into a celebration that gets shared on social (yes, you need a ring light
In this episode of Dealer Talk with Jen Suzuki, we're diving into Steps 7 and 8 of the 10 Steps to the Sale—presenting the numbers and closing the deal. This is where things get real. Jen shares how to keep the buyer's emotions high, build trust, and guide them toward saying “yes” with confidence. You'll learn how to use plain language that feels collaborative, and ask soft-close questions that don't make you sound like a pushy robot. If you've ever stalled at the desk or fumbled a close, this one's for you. Oh—and you'll leave with a new homework assignment that'll actually make you better at selling tomorrow. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | bit.ly/3J7011t | Dealer Talk with Jen Suzuki
In this episode of Dealer Talk with Jen Suzuki, we're diving deep into Steps 5 and 6 of the 10 Steps to the Sale — the test drive and the trial close. Jen keeps it real with down-to-earth stories (including one near-kidnapping
In this episode of Dealer Talk with Jen Suzuki, I'm diving into steps 3 and 4 of the classic "10 Steps to the Sale" — Qualify and Vehicle Presentation. Learn how to shift from selling to consulting with a smarter, more emotional approach to the Needs Assessment. Jen shares how asking the right questions saves time, builds trust, and helps land customers on the right vehicle faster. Then, she flips the script on the traditional walkaround, introducing her Feature + Benefit + Emotion formula — a game-changing method for creating emotional buy-in before the test drive. Packed with real examples, role-play prompts, and simple ways to personalize your process, this episode helps sales teams create moments that stick, connect deeper, and win more deals — the modern way. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me! bit.ly/3J7011t | Dealer Talk with Jen Suzuki
Salespeople ask me all the time: “Jen, do you still teach the 10 Steps to the Sale?” The answer is YES — but with a modern spin for today's showroom and remote selling environments. In this episode, I break down the first two steps: ✅ Meet & Greet — Creating instant comfort, using body language, and ditching robotic openers. ✅ Build Rapport & Discovery — Going deeper than small talk with powerful, curiosity-based questions. Plus: I share real-world examples of salespeople shifting their approach and closing more deals by simply changing how they say hello. Whether you're on the lot or behind a phone, this one's a must.
The best sales coaches don't wing it — they go one-on-one. In this powerful episode of Dealer Talk with Jen Suzuki, we get into the most underutilized yet effective tool in a dealership manager's playbook: the 10-minute one-on-one. Jen breaks down her personal playbook for holding short, focused coaching sessions that actually develop your salespeople. You'll learn how to structure these weekly meetings so they're more than just a check-in — they're where growth actually happens.
You can't build a championship team on randomness. In this episode of Dealer Talk with Jen Suzuki, we're locking in on the tool most dealerships overlook — a strategic, weekly training calendar that creates rhythm, raises confidence, and keeps your team locked into progress. Jen shares her repeatable 4-week framework that covers internet leads, phone skills, showroom TOs, and objection handling — all broken into daily, trackable micro-lessons. This is the blueprint for managers who want to stop winging it and start winning consistently.
Want to know what separates average sales teams from championship ones? It's not just hustle — it's practice. In this episode of Dealer Talk, Jen dives into the power of daily role play and how dealership managers can create a culture where practice becomes the norm (not the cringe). Whether your team is avoiding the phones, recycling templates, or just not closing deals, role play is the competitive edge you've been missing. Jen shares real-life coaching stories from the field, proven role play strategies, and how to make it fun, fast, and effective in just 10 minutes a day.
Coach the person, not just the group. In this episode of Dealer Talk with Jen Suzuki, we're taking the next step in developing high-performing sales teams—moving from team talks to tailored coaching. If you're a manager who's ready to elevate your leadership game, this one's packed with practical frameworks and real dealership scenarios you can start using today. Jen breaks down: The 3 Ps of diagnosing performance: Performance, Process, and Presence Her go-to one-on-one coaching blueprint How to coach mindset, not just skill sets The role of energy and presence in driving results Why your salespeople need a coach—not a boss You'll walk away with coaching phrases, reset strategies, CRM tips, and ways to turn every one-on-one into a power session that inspires growth, confidence, and performance. "I'm not coaching you because you're bad. I'm coaching you because you're worth it." Let's build a team that's not just trained, but transformed.
Managers Series - did you check out the prevous episode? This is “My team knows what to do, they just don't do it.” If you've ever said that, this episode is for you. Jen breaks down how managers can coach their teams in just 10-minute bursts using her proven CIVIL framework: Coach, Introduce, Verify, Illustrate, and Lead. You'll learn: How to structure daily training that sticks Why consistent coaching beats long meetings How to turn outbound calls into a showroom flood The secret to building a team that wants to be coached This one's packed with real dealership talk, examples from the field, and actionable steps you can start using today to create a high-performing, motivated team. Let's goooooo!!!
In this episode, Jen Suzuki shares three powerful strategies for dealership sales managers who want to transform their team into top performers. Whether you came up through the ranks selling cars or you're new to leading people, Jen dives into how to shift from being the go-to closer to becoming the coach your team needs. Packed with real-world insight and actionable steps, this episode helps leaders stop doing all the work themselves—and start empowering others to rise. If you're ready to build a championship team, this one's for you.
What if your service lane could scan a car like an airport security system—except instead of searching for bombs, it's finding oil leaks, tire damage, and alignment issues? In this episode of Dealer Talk with Jen Suzuki, I sit down with Yaron from UVeye, the company turning heads (and lifting RO numbers) with their instant vehicle imaging tech—also known as the MRI for cars. We talk about how UVeye's AI-powered tunnel gives advisors and customers crystal-clear visuals on a vehicle's condition in seconds. This transparency builds trust, boosts upsells, and drives higher labor hours—all while improving CSI scores. Yaron shares the wild origin story of UVeye (hint: it started with bomb detection!), how OEMs like Toyota and GM helped shape its evolution, and why seeing is believing in today's service experience. If you're in fixed ops, recon, or even sales—you need to hear how this tech is transforming how we inspect, present, and sell needed service work. Dealer Talk with Jen Suzuki Podcast |
In this episode of Dealer Talk with Jen Suzuki, we're diving into one of the most powerful, underrated strategies for breaking through the noise in today's sales landscape: using GIFs and memes in your follow-up. If your internet leads keep ghosting you, you're not alone—and you're not helpless. Jen shares how she coaches dealerships to inject low-pressure, fun, and memorable energy into their messaging with visual media. You'll hear real-world examples and get a framework for building your own “GIF & Meme Library” to use in various sales scenarios—from day-one outreach to long-term follow-up. This one strategy has helped dealership teams stand out, boost engagement, and most importantly, connect like humans again. Whether you're in the BDC, selling on the floor, or leading a sales team, this episode will give you a fresh way to be relevant, visible, and impossible to ignore. Dealer Talk with Jen Suzuki Podcast |
Tired of sending dead-end follow-up texts that get ignored? In this episode of Dealer Talk with Jen Suzuki, we dive into the exact words, tactics, and mindset shifts you need to revive ghosted leads and get customers talking again. Jen breaks down real-world follow-up strategies straight from her dealership coaching sessions—no fluff, just proven scripts that get opens, responses, and appointments. Whether you're texting, emailing, or voice dropping, this episode gives you a playbook to level up your message game and spark real conversations that convert into car deals. Dealer Talk with Jen Suzuki Podcast |
Is your showroom traffic feeling light lately? You're not alone—and more importantly, you're not stuck. In this episode, Jennifer Suzuki breaks down 10 real, practical ways to get more people through your doors right now. Whether you're in sales or BDC, these aren't theory-based ideas—they're street-tested tactics from dealerships doing it daily. Jen shares what's working across top stores, including strategies for leveraging your sold database, sending custom videos, and tapping into heat-up lists that still convert. No fluff. No boring lectures. Just 10 ways to fill your showroom with actual buyers this week. Dealer Talk with Jen Suzuki Podcast |
AI is no longer a “nice-to-have”—it's a game-changer for dealerships that want to win in today's competitive market. In this episode of Dealer Talk with Jen Suzuki, I sit down with Lance Schafer, General Manager of Product and Technology at LotLinx, who's been leading the charge in applying machine learning to the core areas where dealers often struggle most: inventory management, pricing, and customer experience. Lance breaks down how traditional dealership strategies—like pricing based on gut feeling or managing inventory with old sales data—are being replaced with data-driven, real-time AI systems that help stores become more profitable and efficient. We talk about: How AI shifts inventory strategy from reactive to predictive How dynamic pricing boosts both speed and profitability Using machine learning to match inventory with what customers actually want The biggest hurdles in AI adoption and how to overcome them What trends are coming next, and how to prepare now Whether you're just exploring AI or already testing tools, this episode will give you clarity on where the real impact is—and how to start modernizing before the market forces your hand. Dealer Talk with Jen Suzuki Podcast |
In this rare and powerful episode, I sit down with Randy Parker, CEO of Hyundai and Genesis Motor North America, one of the most progressive and people-first leaders in the automotive industry—and head of the third largest automaker in the world. We dive into the state of retail automotive, how Hyundai and Genesis are breaking records, and why Randy's leadership style has made him a dealer favorite (IMO) across the country. We talk tariffs, US production, economic development, and electrification strategies—including the IONIQ 9, new charging partnerships, and the company's flexibility in responding to real-time consumer demand. But what really makes this conversation powerful is our shared belief in relationships—that people are the true link to profitability. Randy opens up about his passion for mentorship, coaching NBA students, and why investing in people is the heartbeat of his leadership. We explore how Hyundai is: Building major U.S. infrastructure (Meta Plant in Georgia, steel mill in Louisiana) Balancing innovation in fuel cell, EV, hybrid, and air mobility Reinforcing the dealer model and expanding service capacity Making car buying easier with online tools like Amazon Auto Always playing offense—with a simple mantra: “Sell, sell, sell like hell!” This one's packed with leadership gold, forward-thinking strategy, and the kind of authenticity that defines real success. Don't miss this episode with a powerhouse CEO who's shaping the future of retail and proving why people still matter most. Dealer Talk with Jen Suzuki Podcast |
Ever had a customer walk in, get chased for months, and your team still greets them like it's Day One? Yikes. In this episode of Dealer Talk with Jen Suzuki, we're calling out the CRM habits that are quietly killing your deals—and showing you how to fix them. Jen breaks down how internal notes create smooth BDC-to-sales handoffs, how to log objections and buying triggers that actually close, and why skipping CRM updates might be why your customer disappeared. If you want loyal buyers and not just new leads, it starts with smarter follow-ups, stronger recaps, and tighter processes. Let's make your CRM your best closer. Dealer Talk with Jen Suzuki Podcast |
This episode is all about solving real dealership problems—right from the service lane. I sit down with my longtime friend and mentor, Ken Hicks, Dealer Principal at Rivera Toyota and Mariano Rivera Honda, who shares how he tackled major fixed ops pain points by building his own software—Retention 360—a tool designed to drive loyalty, increase service-to-sales conversions, and help advisors win. > https://retention360.info/ Ken started as a salesperson and rose to become a partner alongside Yankees legend Mariano Rivera. Over the years, he saw too many missed opportunities in the service department: No process to follow up on declined service work No TO when customers said “no” to repairs Weak communication between BDC, service, and sales teams Lack of personalization and preparation before client visits No recognition of customer loyalty level at check-in Undertrained advisors struggling to convert service traffic into car deals So, what did Ken do? He built his own tool. He developed software that identifies loyalty levels, tracks declined services, pinpoints advisor weaknesses, and gives teams everything they need to turn service clients into lifelong dealership customers. He even tied incentives and a triple-pay structure to service-initiated car deals. Now, he's giving YOU access—free for 90 days. We talk about his team's exact process: Reviewing customer records before the appointment Matching loaner vehicles based on sales potential Creating warm handoffs between service and sales Proactively calling service clients with equity or loyalty triggers Training advisors to read the CRM like a playbook If you're ready to stop leaking opportunity in service and start creating real retention, check this one out! Dealer Talk with Jen Suzuki Podcast |
What happens when a dealership fully commits to reinventing its service department? In this episode, Jennifer Suzuki chats with Andy Wright, Managing Partner at Vinart Dealerships, located just an hour from both Philly and NYC. Andy reveals how his team is solving the biggest challenges in fixed ops — from inconsistent traffic to advisor overload — by building innovative support teams and reshaping benchmarks. You'll hear how they: Took appointment setting off the advisor's plate and built a pre-write support team Raised the RO benchmark from 12-15 to 18-20 per day by removing admin burdens Use video and transparency to retain more service customers Launched a technician apprentice program to solve staffing shortages Run monthly in-house training sessions in a 50-person dedicated space Lean on AI tools like LeadVantage, CallRevu, Madator to assess conversations and improve processes Envision a near future where AI handles inbound calls and outbound calls This is a must-listen for dealer principals, fixed ops directors, and anyone serious about scaling consistency in the service lane. Dealer Talk with Jen Suzuki Podcast |
You did the hard part. Now finish strong. You led the call with value. You gave them confidence in you. But if you're not setting the appointment—you're leaving money behind. This episode is a deep dive into how to confidently sell the appointment, lock in commitment, and increase your show rate with real-world strategies I teach live every week in my dealership classes. Here's what you'll learn: How to roll into the appointment ask without sounding pushy Why “What time is good for you?” is secretly ruining your schedule Phrases like “You're in good hands” that increase trust How to text, confirm, and stand out with credibility A next-level email confirmation that helps you sell the car before they arrive Why creating obligation on the call gets you less negotiation and more deals This is how top performers get paid in 2025. You'll walk away with fresh tactics, real talk, and a powerful reminder: Car sales is not for the weak—it's for the ones who do more. Dealer Talk with Jen Suzuki Podcast |
In this episode, I share one of my biggest secret weapons for converting more Internet leads — selling yourself first. It's not about hard selling the car; it's about showing the value in doing business with you and your dealership. I dive deep into tactical strategies for prepping before the first call, leveraging past customer history, using community connections, and showcasing dealership value the right way — with real-world examples from inside the showroom. You'll learn how to position yourself as the obvious choice, how to talk about your digital retailing tools to save buyers time, and even how to use ChatGPT to help you craft powerful, memorable value statements that stick. If you want to close more Internet leads and feel more confident doing it, this episode is for you! Dealer Talk with Jen Suzuki Podcast |
In this episode, I break down one of the most overlooked—but powerful—skills in phone sales: your tonality. It's not just what you say. It's how you say it. I share how I intentionally changed my voice, volume, and energy over time to sound more exciting, engaging, and attractive to buyers—and how you can do the same. We dive deep into why first impressions, tonal shifts, and “helper vibes” are what pull people into real conversations and help you move leads into the buying cycle fast. This episode is packed with real examples from live calls, opening lines that create trust, and techniques to uncover buyer motivation early. If you're tired of sounding like every other monotone advisor, this one's for you. Dealer Talk with Jen Suzuki Podcast |
Staying hyper-focused on internet lead handling... In this episode, I break down how to actually improve your follow-up process so you win more customers—starting with your emails, videos, and mindset. Let's face it: most emails still look like outdated templates, and subject lines that scream “dealership” get ignored. I'm showing you how to change that. I walk through my current process using ChatGPT to write custom, engaging subject lines and value-based messages that feel like they were made just for the customer. I also dive into how to create short welcome videos that build trust and show off your energy—because people buy you, not just the car. You'll also get a real-world strategy for the first 72 hours of follow-up (yes, that includes GIFs, articles, and creative touchpoints that stand out). If you're ready to stop sounding like every other salesperson in their inbox and start actually converting, this one's for you. Key takeaways: Subject lines that get opened First sentences that hook Videos that build trust fast A 30-day follow-up game plan Creative tips to stay top of mind and fun This isn't theory. These are the tactics I use in dealerships today—because basic won't win anymore. Dealer Talk with Jen Suzuki Podcast |
In this episode, I'm getting real about the grind of internet leads—the ones with no phone numbers, the ones who ghost you, and the ones who drain your time asking for information only to disappear into the void. I've been there. I've sold cars. And now I work these leads live during my dealership sales training sessions. I'm in the trenches with you—setting same-day appointments with tough leads while coaching teams to win. That's why I care so deeply about helping sales pros and BDC reps level up. You'll hear: Why urgency is non-negotiable when working internet leads How to stand out in a crowded inbox The power of a well-timed phone call vs. a lifeless text chain Voicemail strategies that actually spark engagement How ChatGPT can help you write customized, value-packed follow-up messages What mindset it takes to thrive in today's high-competition digital battlefield Whether you're struggling to convert leads or just want to refresh your game with 2025 tactics, this episode is packed with real talk, real examples, and strategies that actually work. Dealer Talk with Jen Suzuki Podcast |
© 2020-2025 Ivy Podcast Discovery LLC
