Mike Kunkel
In a used auto parts business, most sales come from inbound calls, texts, and electronic requests – not cold outreach. Every inquiry represents a customer already motivated to buy. The difference between a “maybe later” and a completed sale usually comes down to one thing: good selling habits.
When a caller needs a part, they want fast, accurate answers from someone who sounds like they know what they’re talking about. Developing strong inbound selling habits transforms a simple order taker into a trusted partner that customers call first – and return to again and again.
- Respond Fast, Sound Confident
Speed wins.
When a shop, body tech, or DIY customer reaches out for a part, they often contact several recyclers at once.
The first one to respond clearly and professionally usually gets the sale. Make it a habit to answer calls on the first ring when possible and reply to electronic requests promptly.
Confidence matters just as much as speed. Always greet callers with energy and purpose – “Parts department, this is Mike, how can I help you today?”Be prepared to locate the part, provide an accurate quote, and explain your process. When you sound confident, customers trust that you’ll deliver.
- Listen Before You Quote
It’s tempting to jump straight to the quote, but the best sellers slow down just long enough to understand the need. Ask questions like:
• “What’s the VIN or exact year/make/model?”
• “Is this for a collision job or a mechanical repair?”
• “What’s the deadline on getting it installed?”
Listening tells you what’s really important – price, delivery time, warranty, or part quality. A customer replacing a daily driver transmission might care more about warranty and reliability, while a shop fixing a low-margin job might focus on cost. When you tailor your response to what they value most, you move from being a supplier to being a problem-solver.
- Know Your Inventory and Alternatives
In the used parts world, product knowledge means more than memorizing prices. You need to understand interchange, condition grades, shipping options, and what’s actually available.
If you don’t have the part in stock, know your options – broker it, locate it through a partner yard, or suggest a compatible substitute. Customers appreciate it when you go the extra mile to solve their problem, even if it means sourcing the part elsewhere. Those habits build credibility and repeat business.
- Follow a Process – Without Sounding Scripted
Successful recyclers follow a consistent sales process: greet, qualify, quote, confirm details, close, and follow up. That structure helps you stay organized and keeps transactions smooth, especially on busy phones.
Still, don’t let routine make you sound robotic. Add a personal touch: use the customer’s name, confirm their needs, and relate to their situation. A simple, “I’ve seen that issue a lot on those trucks – this part should fit you perfectly,” builds rapport that no computer system can replace.
- Follow Up to Finish the Job
Many potential sales die lacking follow up. Maybe the customer said they were “checking around” or needed approval. Set a reminder to call or message back later that day or the next morning.
Follow-up doesn’t need to be pushy. It can be like, “Hey John, just wanted to make sure you found the transmission you needed. I still have the one we talked about available.” That extra step often turns a lost quote into a closed sale.
- Track and Improve
Finally, treat every call as a learning opportunity. Keep an eye on how many quotes you convert, how quickly you respond, and what objections come up most often. Review those numbers weekly or monthly. The best inbound sellers are always refining – finding small ways to quote faster, explain better, and close stronger.
Bottom line:
In the used auto parts business, good selling habits separate top performers from everyone else. When you respond quickly, listen carefully, and stay organized while keeping it personal, you’ll not only close more calls – you’ll earn the trust that keeps customers coming back every time they need a part.
Mike Kunkel is an automotive industry lifer having grown up in his family’s new auto supply, paint body & equipment and machine shop. Following his college graduation, he entered the salvage industry as an installer for Auto Info. His love of the industry led to a successful career in building a large recycling facility in Fort Worth, Texas while being instrumental in the formulation and growth of the Team PRP program. Mike is a frequent speaker at industry events in various countries. Mike uses a basic and proven platform to analyze businesses. He provides an honest assessment of where a facility is and what steps need to be taken to grow both sales and profits. Mike is a proven leader who is highly regarded in the automotive industry.
