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Sales/Customer Service Training Blog
Steve Ferrante
An avid auto enthusiast with a fondness for American muscle cars, Steve literally grew up in and around his family's auto service business in Massachusetts. Today, he is the CEO and Trainer of Champions of Sale Away LLC. Steve has over 20 years of successful sales, sales management and sales training experience. He was featured in Tire Review's January 2010 cover story, "Deliver World-Beating Customer Service" and has been a featured speaker for numerous tire dealer association conventions across the country. As the producer and host of the Pinnacle Performance sales and customer service training program for the tire/auto service industry, Steve has received national acclaim for teaching independent tire and auto service businesses how to improve customer relations and produce greater sales results. To learn more about the program, visit Ferrante can be reached directly at 866-721-6086 ext. 701 or via e-mail at
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How Fit Is Your Customer Service?

Monday, January, 20, 2014

As is the annual tradition, countless individuals (perhaps you) have made a new year resolution to get in shape. That’s great and as I posted in 5 Resolutions For A More Successful New Year regular exercise should definitely be part of your ov...
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Seldom Considered Reasons Why Sales and Customer Service Training Fails

Friday, December, 06, 2013

Regardless of what your business sells, training to maximize performance in sales, and customer service should be an important piece of your success plan. Unfortunately, countless companies waste vast amounts of time and dollars on training that...
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The Truth About the 'Born Salesmen'

Thursday, August, 08, 2013

No doubt you've heard someone referred to as "a born salesman," but is this old adage true?
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Training: If You Can't Measure it, You Can't Manage it!

Wednesday, July, 10, 2013

The best way to measure the effectiveness of sales/service employees and training on a day-to-day basis is to monitor and manage activity at the point-of-sale.
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Using a SWOT Analysis to Improve Customer Service Performance

Thursday, June, 13, 2013

As I train all my Pinnacle Performance clients, effectively improving an organization’s customer service effort should begin with an honest evaluation of the organization’s current performance to establish a baseline from which improvem...
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Top 3 Reasons Why Phone Skills Training is Most Important in Sales

Thursday, May, 30, 2013

As a professional sales/customer service trainer, I work with many businesses that sell (or have opportunities to sell) both face-to-face and on the phone. Of course, from a development perspective, both of these point-of-sale areas need to be addres...
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It's What You Learn After You Know It All That Counts

Thursday, May, 02, 2013

Time marches on and with it we have arrived at the next John Wooden Maxim: It’s what you learn after you know it all that coun...
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Smart Phone, Dumb Customer

Friday, April, 12, 2013

My grandfather owned a gas station and three-bay shop in Denver. On weekends, I would go to the station and hang out with my dad when he filled in. I can remember how much customers valued his opinions and advice on automotive service and maintenance...
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Jack Welch's Six Deadly Sins of Leadership

Monday, April, 01, 2013

As my Pinnacle Performance pupils well know, there are many elements that make up an effective “Winning Team” culture. Of these, the most important is effective leadership that leads by example, supports and manages effectiv...
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Make Sure Your Employees Have Personal Responsibility in Delivering Excellence

Monday, March, 04, 2013

Practicing PRIDE (Personal Responsibility in Delivering Excellence) in all that your organization does will have a substantial positive impact on your company's performance.
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