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Friday, 08 July 2022 10:41

Collision Industry Speakers Share Insight During Southeast Collision Conference

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A variety of educational classes were held during the Southeast Collision Conference, featuring top industry speakers. A variety of educational classes were held during the Southeast Collision Conference, featuring top industry speakers.

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A variety of educational classes were held during the Southeast Collision Conference, featuring top industry speakers.

Here are highlights from three of the presentations that took place at the event, held June 23-25 in Richburg, SC, and hosted by CCA, GSCA and TCRA.

 

Consumer Communication and Sales

 

Kristen Felder, COO of Collision Hub, offered attendees communication tips in her presentation, “Shut Up! Consumer Communication and Sales.” Felder’s advice is to “shut up” and “ask questions.” 

 

Education Classes 2 web

Kristen Felder

 

“We all seem to approach a customer with an agenda---a pre-planned speech with all the information we think they must know in order to make the decision ‘we’ want them to make,” she noted. 

 

Instead, she recommends taking the time to make a personal connection and asking people how you can help them and really mean it.

 

“Stop lecturing them and start getting to know them,” she said. “No one wants someone to tell them what they should and shouldn't know.”

 

Then, she advises shops to do whatever they ask, rather than what the shop wants or thinks should be done. 

 

“If you are the helpful place they feel they can land, they'll trust you,” she pointed out. “If you're not, they'll trust the insurer. Their commercials are better than ours.”

 

Felder said regional focused tradeshows are the only future for the industry.

 

“Shops are overworked and understaffed every day,” she said. “The shops need to be close and specifically target their region with real information they can immediately implement.” 

 

She said regional shows allow experts to dial in and speak to shops, rather than speak in terms of the general industry. 

 

“This is what makes the regional shows, like the Southeast Collision Conference, so important to...


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