Dealer Talk With Jen Suzuki

Part 1 of Jen Suzuki's 4-part mini-series for dealership leaders: a fast, repeatable coaching framework to level up your team one short session at a time. In this episode Jen breaks down a 10–15 minute training format she uses in-store and at NADA Academy — how to open sharp, teach one skill in 60–90 seconds, demonstrate it under 3 minutes, then put reps into quick application with immediate feedb...

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Bill Camastro, dealer partner at Gold Coast Cadillac and Jersey, to explore the intersection of technology, AI, and human connection in modern dealerships. Bill shares hard-earned lessons from growing up in the Bronx to running a top-rated Cadillac brand, and how he leverages AI—not to replace his team, but to make them 50% more ef...

What makes people stay… and what makes them walk out the door? In this episode, Jen sits down with Clint Pulver — Emmy Award–winning speaker, author, and creator of the "Undercover Millennial" movement — for a raw, energy-packed conversation about leadership that actually inspires people to perform at their highest level. Clint has interviewed over 10,000 employees across the country, gathering re...

What's really happening inside dealership service departments? In this episode, Jen sits down with Kim Saylor , Senior Director of Fixed Ops Product Marketing at CDK Global , to break down the real shifts, disruptions, and opportunities shaping fixed ops today. Kim brings big data, real research, and boots-on-the-ground insights from dealerships across the country — and she's not sugarcoating anyt...

Wake up — it's here. Conversational AI has officially arrived in automotive, and it's transforming dealership operations faster than anyone expected. In this episode, Jen sits down with one of the true OGs of voice AI, Rich Sands, CEO of Stella Automotive AI, to unpack what's really happening behind the scenes as dealerships adopt AI in service and sales. https://stellaautomotive.com Rich shares t...

AI is no longer optional—it's a must-have tool for every salesperson, service advisor, and dealership professional. In this episode of  Dealer Talk with Jen Suzuki , learn how to leverage AI to  save time, boost efficiency, and personalize every customer interaction . Jen walks you through: The must-have AI tools  for your phone and desktop How to prompt AI effectively  for emails, texts, objectio...

AI is changing the way dealerships connect, communicate, and compete! In Part 4 of our Matador AI mini-series , Jen sits down with Carla Ksonzek, Head of Sales at Matador AI , to talk about how top dealers are winning the long game through automation, culture, and leadership. Carla breaks down what she calls the SMS-first world —where 90% of customers respond within minutes—and how dealers can use...

We all love a shiny new tech demo—but what happens after the install? In Part 3 of our AI mini-series with Matador AI , Jen sits down with Joshua Bagley, Head of After Sales , to talk about what really makes AI work inside a dealership. Joshua breaks down the people side of implementation—why collaboration across departments, leadership buy-in, and consistent follow-up are the difference between s...

Not every day do you meet someone who's worked their way from the sales floor to the GM's office — and now sits on the advisory board for an AI company that's changing how dealerships leverage AI in operations. In Part 2 of our AI mini-series with Matador AI , Jen sits down with Uli DeMartino , a seasoned operator turned advisor, to talk about how AI is being used inside real dealerships today —fr...

AI isn't here to replace humans—it's here to amplify them. In this first episode of our new mini-series with Matador AI , Jen sits down with Kevin Esmezyan , Head of Product at Matador AI, to explore how dealerships are using AI to eliminate repetitive tasks, reduce burnout, and empower their people to focus on what they do best—building relationships and delivering a remarkable guest experience....

Emails alone won't cut it anymore. In this episode of  Dealer Talk with Jen Suzuki , we dive into  how to leverage video  to boost responses, engage leads, and convert more sales. Jen walks you through: Using AI to craft tailored video scripts  for introductions, follow-ups, and appointment confirmations. The 4 "moments that matter"  in every customer journey — from first contact to sold. Be-back...

Are you still saying,  "What I'd like to do is get you down here…" ? That old-school, transactional approach is dead. In this episode of  Dealer Talk with Jen Suzuki , we explore the  relational selling mindset  — the strategy that builds trust, boosts confidence, and creates lifelong customers. Jen walks you through: The difference between transactional and relational selling How to  connect with...

So many people avoid calling internet leads — and it's not fear, it's lack of process. In this episode of  Dealer Talk with Jen Suzuki , I break down my  3-step call framework  that builds trust, uncovers what customers really want, and locks in appointments fast. You'll learn: How to lead with  helper vibes  instead of "sales vibes." How to get into  flex mode  to understand their needs and prefe...

Unlock the secrets to mastering internet lead follow-up with Jen Suzuki! In this episode of  Dealer Talk with Jen Suzuki , Jen dives deep into her aggressive, results-driven 72-hour follow-up cadence for internet leads. She shares proven strategies for phone calls, texts, voicemails, personalized videos, and AI-assisted messaging—designed to help dealerships convert more buyers, build trust, and s...

In this solo episode,  Jen Suzuki  kicks off her new  Sales Series  with the energy, insight, and strategy that'll transform your phone calls into conversions. Jen breaks down her  favorite real-world techniques  that work for inbound, outbound, internet, and service calls — the same tactics she teaches top-performing dealership teams across the country. You'll learn: How to make an  intro that ho...

Get ready to meet Raul Gomila , General Manager of City Kia of Greater Orlando , and one of the highest-performing dealership leaders in the nation! Jen Suzuki dives deep into Raul's playbook on leadership, management, and dealership growth — and how he built a championship culture that sells +/- 500 cars a month . Raul shares how he turned an average store into a national powerhouse through daily...

In this episode of Dealer Talk with Jen Suzuki , I break down how to take everything from the previous service advisor lessons — warm greetings, Job-Risk-Reward (JRR), analogies, and MPI preparation — and execute a 2.0 follow-up call that drives approvals . I'll cover: How to personalize each call and start with a warm, human touch Using good news first to relax customers before addressing needed...

Learning concepts is only half the battle — the real skill comes from practice. In this episode of Dealer Talk with Jen Suzuki , I share an interactive activity from my live classes that helps service advisors take everything they've learned — from warm greetings to Job-Risk-Reward explanations and analogies — and put it into action using real MPIs. I'll cover: How to use MPIs, photos, and videos...

Specs, millimeters, torque, hydraulic pressure… customers check out FAST when advisors go "full tech mode." That's where analogies change the game. In this episode of Dealer Talk with Jen Suzuki , I share one of my favorite techniques that helps customers understand repairs without feeling overwhelmed: turning technical jargon into relatable stories. I'll cover: Why customers decline work when the...

Most customers don't wake up excited to buy brake pads or a cabin filter. That's where YOU come in. In this episode of Dealer Talk with Jen Suzuki , I reveal the secret weapon that service advisors across the country call their #1 takeaway from my classes: the J-R-R Formula (Job – Risk – Reward). Here's what we cover: How to explain any repair in plain English without jargon Why "just listing repa...

You can be the friendliest advisor in the world, but if a customer thinks their car will be ready in two hours and it takes six… you're the bad guy. In this episode of Dealer Talk with Jen Suzuki , we're diving into one of the biggest customer killers in the service lane: unclear expectations . With most dealerships using XTime, it's time to master the features that turn it from a "fancy calendar"...

Social media and AI are no longer side projects for dealerships—they're the engines driving connection, branding, and sales growth. In this episode of Dealer Talk with Jen Suzuki , I sit down with John Spinoza and Julian Builis of Cruise Control , a team that's been transforming dealership marketing through smarter strategies, compliance safeguards, and AI-powered engagement. We break down what ev...

Most advisors treat the walkaround like it's optional. It's not. In this episode of Dealer Talk with Jen Suzuki , I'm breaking down why the  walkaround is the most underused but most powerful tool you have to build trust, boost credibility, and set the tone for approvals. You'll learn how to: Turn a walkaround into a stage for connection, not just inspection Slide in credibility without sounding s...

In this episode of Dealer Talk with Jen Suzuki , we sit down with Jay Vijayan, visionary founder and CEO of Tekion, to explore his transformative journey from Tesla's CIO to creating one of the most disruptive companies in automotive retail. Jay shares the bold leap of leaving a high-level role at Tesla to tackle decades-old dealership technology challenges, and how his purpose-driven vision spark...

First impressions are money in the service drive. In this episode of Dealer Talk with Jen Suzuki , we dig into the relational greeting — the difference between being just another transactional advisor and being the trusted pro customers return to again and again. I'll walk you through how to: Show up with the right energy (because customers feel it before you speak) Use names, humor, and personal...