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 www.saleawayllc.com/PinnacleAuto1.html. Ferrante can be reached directly at 866-721-6086 ext. 701 or via e-mail at steve@saleawayllc.com.
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The Final Countdown Counts On You!
Wednesday, December, 21, 2011
This is it...the final countdown until the end of the year. While it's easy to fall into vacation mode and coast through the holidays, you would be ill-advised to do so.
Like a boxer that lets his guard down in a match, you could very ...
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What Can we Learn from Amazon's Customer Service? A Lot!
Wednesday, September, 21, 2011
I love Amazon! Over the past five years or so, I have purchased
countless items from Amazon: books, DVDs, office supplies, electronics,
coffee, assorted gifts and a lot more. In fact, rarely does a week go by
without at least one Amazon package ...
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Customer Disservice...With a Smile!
Monday, May, 09, 2011
There's a lot of talk about the importance of providing quality customer service and superior customer experiences to improve customer loyalty and sales and, as you know if you've visited this blog before, these topics are a primary elements of my Pi...
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Customer Complaints Part 2: Proactive Resolutions
Wednesday, February, 23, 2011
In Part 1 of this customer complaints feature, "If You Win the Argument You Lose the Sale!" I addressed the principles of cooperation and empathy as effective strategies when confronted with customer complaints.
To wrap up thi...
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Customer Complaints Part 1: If You Win the Argument, You Lose the Sale
Wednesday, January, 05, 2011
The true test of a business' customer service effort is not when things are going right but, rather, what is done when things go wrong.
In the book "Buying Trances," author Joe Vitale wrote about the principle of “agreem...
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Why Your Tire & Service Business Needs Enthusiasts
Friday, October, 22, 2010
Have you ever been to a NASCAR race? If you have, then you know these are special events well-attended by a special breed of people.
Having partaken in a couple NASCAR race-day events at New Hampshire speedway, I can testify that raci...
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Don't Close The Sale - Open The Relationship
Monday, July, 26, 2010
As I travel around the country training tire and auto service businesses on sales and customer service, it has become clear that many salespeople are under the impression that they must aggressively work to close the sale when interacting with custom...
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Sell Value or Pay The Price
Wednesday, April, 28, 2010
Tire and auto service businesses lose substantial dollars in revenues and profits each year because their sales and service people do not effectively sell the value of their product and service offerings.
Hall of Fame football coach V...
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Focus on 'Moments of Truth' for Customer Loyalty
Monday, March, 08, 2010
There is perhaps no greater customer service story than the remarkable true account of Jan Carlzon and the business turnaround around that he led as the president of Scandinavian Airlines.
In 1981, Scandinavian Airlines report...
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How Fit is Your Sales and Customer Service Effort?
Friday, March, 05, 2010
Have you ever considered the fitness level of your sales and customer service effort? No, I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees that provide sales and service to your cust...
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Entries are now being accepted for the
2012 Top Shop Award Program.
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