{"podcast":{"title":"Dealer Talk With Jen Suzuki","slug":"dealer-talk-with-jen-suzuki-3437256","podcast_index_feed_id":3437256,"rss_url":"https://jennifersuzuki.libsyn.com/rss","website_url":"http://jennifersuzuki.libsyn.com/website","image_url":"https://static.libsyn.com/p/assets/8/e/f/5/8ef53efd460cb351e55e3c100dce7605/WhatsApp_Image_2022-02-24_at_1.40.21_PM.jpeg","author":"Jennifer Suzuki","episode_count":100,"summary":"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","last_synced_at":"2026-09-04T00:21:01.216166+00:00","page_url":"https://stenobird.com/podcast/dealer-talk-with-jen-suzuki-3437256"},"episode":{"title":"The Invisible Work Behind Higher Approvals","slug":"the-invisible-work-behind-higher-approvals","published_at":"2026-08-28T11:35:00+00:00","page_url":"https://stenobird.com/podcast/dealer-talk-with-jen-suzuki-3437256/the-invisible-work-behind-higher-approvals","show_page_url":"https://stenobird.com/podcast/dealer-talk-with-jen-suzuki-3437256","url":"https://jennifersuzuki.libsyn.com/the-invisible-work-behind-higher-approvals","audio_url":"https://traffic.libsyn.com/secure/jennifersuzuki/DTWJS_SOLO_The_Relationship_Deposit_7-30-26_LL.mp3?dest-id=2463665","summary":"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:…","meta_description":"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…","key_points":[],"chapters":[],"topics":[],"duration_seconds":841,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/dealer-talk-with-jen-suzuki-3437256/episodes/the-invisible-work-behind-higher-approvals/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/dealer-talk-with-jen-suzuki-3437256/the-invisible-work-behind-higher-approvals.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}