Q: HOW IS YOUR PRECISION DEPARTMENT STAFFED? WHAT IS THE ROLE OF THESE EMPLOYEES?
BA – We incorporated our product specialty group into our technology department, where we have seven product specialists on the ground covering both the technology and equipment side. Our product specialists work in support of our inside sales team. When a customer requests a demo or specific details about the precision side of things, that’s when our product specialists join in the conversation. The salespeople get the conversa- tion started and we help with the intricate details on the precision side. Our product specialists also provide support for our service department, from assisting with an installation, to troubleshooting an issue. They are that second tier of support. In addition, our technology group maintains a call center seven days a week to answer any precision or machinery-related questions and to determine if the issue is a simple over the phone fix or something that needs to be handled by the service department.
BI – We have an Integrated Solutions Manager and Certified Crop Advisor on staff to help keep our salesmen informed on the latest precision technology and to help our customers get the right equipment and services. In addition, we have technicians who are trained to service the preci- sion products.
GI – Each of our dealership locations employs a Precision Sales Specialist and Precision Techni- cian who are responsible for selling and servicing precision equipment.
HA – We have a precision team in both Iowa and Missouri. Our precision technicians spend about 50% of their time in sales and 50% doing in- stallations. Each precision tech has a designated trade area they cover so they get to know those customers well. This allows us to offer custom- ized, full solutions to our customers.
LI – We have 10 specialists on our precision team covering 16 stores. These customer technology specialists (CTS) work on everything from com- puters, web programs and Apex, to anything that involves precision agriculture, to the technology in tractors, combines and so forth. Their primary goal is to make the technology and the equipment work, but also to listen to our customers and offer solutions and support that can help make their lives easier. Our CTS also provide support to our salespeople and service technicians.
PI – Our precision department includes a full time precision manager and precision consultant and our technicians are trained to handle situations in the field. We are currently working to transition our sales department to sell precision technology so we have more time to support and interact with customers on their future needs and get involved in their operation to better see what products might fit in. In addition, we handle most of the incoming phone calls at the dealership.
Photo credit: Butler Ag Equipment
Mar/Apr | The Retailer Magazine | 13
Photo credit: Butler Ag Equipment
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