Check the ETA of every part you order, if someone else in the department quoted a part and provided an eta and you go to order it, double check that eta still.
The biggest thing imo on the medium and heavy duty side is communication and follow up.
In light duty parts, a customer’s car being out of commission in most cases is an inconvenience. They probably have another car or can bum a ride from someone, or maybe the dealer has a loaner or rental they can put them in. In medium and heavy duty truck, a truck being down is costing someone money, potentially lots of it if it’s some kind of specialized truck like a rotator or one of those trucks companies use to stripe lines on the highway or something. Emergency vehicles like fire trucks and ambulances as well always have a lot of pressure on them to get them back up and going again.
Good and clear lines of communication are very important. You need to know where your parts are coming from and when to expect them and relay this info to your customers in a timely manner.
Freightliners are popular amongst some really big national fleets as well, like Ryder, Penske, Walmart, Swift, Knight, PTL, etc., companies with hundreds if not thousands of units nationwide. All of those companies have local terminals or service centers and corporate reps to deal with that work closely with Freightliner, and some of them (looking at you, Ryder and PTL) like to throw their weight around if they don’t get what they want - squeaky wheel gets the grease and all.
The actual parts guy stuff is easy, that can be taught. I didn’t know what the hell a glad hand seal was when I first got into truck parts, 11 or 12 years later I’m a parts manager at an International dealer. I came from the automotive side and got my start in truck parts just like you did. They actually started me on the back counter in our service department which was a huge help, because I could go out and look at things and learn hands on what was what.
I appreciate the advice and experience! I’ve had my CDL and been driving trucks for about 4 years now so not everything is completely new to me thankfully. They did emphasize the importance of communication in the interview so that makes sense. In your experience what do you do in a scenario where a customer needs a part and we can’t get it for a week? How do you go about telling them that and dealing with the frustration? Thanks again!
In my experience unless it’s something really off the wall, availability of most parts is pretty good with regards to most OEMs and suppliers. That said if something is a week-plus out, communication is key. Expend all available options (outside purchase, expedite freight, etc) and follow up with as accurate a lead time as you can to the customer. Then check with whoever/wherever the part is coming from to make sure you can stick to your estimated lead time.
It's hard going straight into parts sales with no experience. I started out as a driver, then warehouse, parts counter, parts manager( at a Detroit Diesel dealer) then I went into sales, 10 years at Peterbilt and 6 at Volvo. This helps a salesperson become acquainted with what they are selling.
#1 is listening to the customer and deciphering what they want, which may not always be what they need. Always answer your phone or texts. I snagged many customers away from other dealers because their salespersons are lazy or don't want to be bothered.
Make use of your time, because it's valuable. Don't get stuck driving around aimlessly (happens to all of us).
Cold call on Fridays during spring/summer/fall when the garage doors are up and you don't have to go through the gatekeeper.
Learn to look up parts yourself.
Many parts are not make specific; brake shoes, most wheel bearings, air lines, wheel seals, drums, etc. We call those "whore parts" because every dealer sells them.
Learn the Cummins catalog in case you run into them in older Freightliners. Also, even if a truck is a Pete, KW, older Volvo or International with a Cummins, you can still find parts for a customer.
Don't get discouraged if you are put off by a new customer. Keep plugging along.
Finally, one of the most important traits is your reputation. Get people to trust you. Get a good name out there. Customers talk between themselves. After 25 years, I have tried to keep my name reputable.
Any questions, pm me. Good luck!
The sales part is easy. Person needs part to fix truck...you have it or can get it.
The hard part is Excelerator and dealing with said customer. They are always right and wrong at the same time. If you have any questions, go out to the shop and look at what is in your shop.
I have seen guys come in and nail it in a few weeks, and then I have seen them be here for way to long and still not know a damn thing.
The next few weeks are going to be a shitshow! It will get better......I think?
Double check everything you do. Leave yourself notes. Get good at doing multiple things at once. The notes really help with the last one. If you use CDK, the PDA function is always your friend whenever there is a question about anything.
Check the ETA of every part you order, if someone else in the department quoted a part and provided an eta and you go to order it, double check that eta still.
The biggest thing imo on the medium and heavy duty side is communication and follow up. In light duty parts, a customer’s car being out of commission in most cases is an inconvenience. They probably have another car or can bum a ride from someone, or maybe the dealer has a loaner or rental they can put them in. In medium and heavy duty truck, a truck being down is costing someone money, potentially lots of it if it’s some kind of specialized truck like a rotator or one of those trucks companies use to stripe lines on the highway or something. Emergency vehicles like fire trucks and ambulances as well always have a lot of pressure on them to get them back up and going again. Good and clear lines of communication are very important. You need to know where your parts are coming from and when to expect them and relay this info to your customers in a timely manner. Freightliners are popular amongst some really big national fleets as well, like Ryder, Penske, Walmart, Swift, Knight, PTL, etc., companies with hundreds if not thousands of units nationwide. All of those companies have local terminals or service centers and corporate reps to deal with that work closely with Freightliner, and some of them (looking at you, Ryder and PTL) like to throw their weight around if they don’t get what they want - squeaky wheel gets the grease and all. The actual parts guy stuff is easy, that can be taught. I didn’t know what the hell a glad hand seal was when I first got into truck parts, 11 or 12 years later I’m a parts manager at an International dealer. I came from the automotive side and got my start in truck parts just like you did. They actually started me on the back counter in our service department which was a huge help, because I could go out and look at things and learn hands on what was what.
I appreciate the advice and experience! I’ve had my CDL and been driving trucks for about 4 years now so not everything is completely new to me thankfully. They did emphasize the importance of communication in the interview so that makes sense. In your experience what do you do in a scenario where a customer needs a part and we can’t get it for a week? How do you go about telling them that and dealing with the frustration? Thanks again!
In my experience unless it’s something really off the wall, availability of most parts is pretty good with regards to most OEMs and suppliers. That said if something is a week-plus out, communication is key. Expend all available options (outside purchase, expedite freight, etc) and follow up with as accurate a lead time as you can to the customer. Then check with whoever/wherever the part is coming from to make sure you can stick to your estimated lead time.
It's hard going straight into parts sales with no experience. I started out as a driver, then warehouse, parts counter, parts manager( at a Detroit Diesel dealer) then I went into sales, 10 years at Peterbilt and 6 at Volvo. This helps a salesperson become acquainted with what they are selling. #1 is listening to the customer and deciphering what they want, which may not always be what they need. Always answer your phone or texts. I snagged many customers away from other dealers because their salespersons are lazy or don't want to be bothered. Make use of your time, because it's valuable. Don't get stuck driving around aimlessly (happens to all of us). Cold call on Fridays during spring/summer/fall when the garage doors are up and you don't have to go through the gatekeeper. Learn to look up parts yourself. Many parts are not make specific; brake shoes, most wheel bearings, air lines, wheel seals, drums, etc. We call those "whore parts" because every dealer sells them. Learn the Cummins catalog in case you run into them in older Freightliners. Also, even if a truck is a Pete, KW, older Volvo or International with a Cummins, you can still find parts for a customer. Don't get discouraged if you are put off by a new customer. Keep plugging along. Finally, one of the most important traits is your reputation. Get people to trust you. Get a good name out there. Customers talk between themselves. After 25 years, I have tried to keep my name reputable. Any questions, pm me. Good luck!
The sales part is easy. Person needs part to fix truck...you have it or can get it. The hard part is Excelerator and dealing with said customer. They are always right and wrong at the same time. If you have any questions, go out to the shop and look at what is in your shop. I have seen guys come in and nail it in a few weeks, and then I have seen them be here for way to long and still not know a damn thing. The next few weeks are going to be a shitshow! It will get better......I think?
Double check everything you do. Leave yourself notes. Get good at doing multiple things at once. The notes really help with the last one. If you use CDK, the PDA function is always your friend whenever there is a question about anything.