Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
Intuitively speaking, customer satisfaction and customer experience are the drivers of increased profitability at your dealership. Just think of it: if your customers are happy, they will bring you more business.
In most cases, this is a fact, and car dealers often report to see the connection between the two parameters and…Continue
Added by Thomas F. Jung on September 20, 2018 at 5:28am — No Comments
“How much does an automotive salesperson earn per deal?” Answers vary from a set salary to $50 to $1,000 or more per deal.…Continue
Added by CPI Results on April 11, 2018 at 1:30am — No Comments
A service advisor’s role is like that of an athlete – they must perform to a certain standard to keep their job.
Also, a service advisor has hot streaks and droughts, just like most athletes. When a service advisor is…Continue
Added by CPI Results on April 2, 2018 at 2:12pm — No Comments
The corners of the bumpers are lightly scuffed, the rims have curb rash, and the odometer has a third of the average miles for a car its age.
A mother pulls her minivan through the overhead door with three young kids in tow. She’s looking frazzled and…Continue
Added by CPI Results on March 5, 2018 at 10:13am — No Comments
Added by CPI Results on February 27, 2018 at 3:02pm — No Comments
These scores are indicative of the service customers receive in the dealership. While it doesn’t paint a complete picture, it certainly gives a good glimpse into the values each manufacturer…Continue
Added by CPI Results on February 25, 2018 at 11:30am — No Comments
People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition.
For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via…
Added by Mike Gorun on February 20, 2018 at 6:30am — No Comments
Added by CPI Results on February 20, 2018 at 5:30am — No Comments
The results would probably tell a story very much in line with the overall CSI score. If the customer…Continue
Added by CPI Results on February 14, 2018 at 10:00am — No Comments
Added by Scot Eisenfelder on November 29, 2017 at 6:00am — No Comments
Mobile texting is a powerful technology. Integrating a texting solution within your automotive business may be the smartest decision you make this year for many a reason.
In 2017, texting celebrates its 25th birthday and is a proud leader…Continue
Added by Thomas F. Jung on June 22, 2017 at 12:52am — No Comments
However, sometimes the feedback system is faulty or gets misinterpreted to the point of being useless. Take the feedback system Uber used to have. At the end of each trip riders were prompted to leave…Continue
Added by Mike Gorun on December 13, 2016 at 6:19am — No Comments
Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel. They can at times be frustrated and emotionally volatile;…Continue
Added by Chris Miller on March 4, 2016 at 5:23am — No Comments
A hot topic of much discussion today is the decrease in the sales process. There are many opinions on whether shortening the time it takes consumers to buy a vehicle is the answer to providing a better customer experience. There’s no doubt that it can be arduous and exhausting for a consumer to buy a car - from finding the right one, to filling out paperwork,…Continue
Added by Mike Gorun on October 27, 2015 at 6:03am — No Comments
The average dealership net profit for service and parts per month was upwards of $270,000 while new and used-car sales combined net profit per month did not even reach $150,000!
What is this telling you?…Continue
Added by Ashley Weidner on May 28, 2015 at 6:00am — No Comments
With almost everything consumers purchase, there’s an owner’s manual or set of instructions for them to use. For decades, car manufacturers have included an owner’s manual with new vehicles. Sadly, it is no secret that this tidy three hundred-page booklet is one of the least read publications produced in mass quantity.
Some car dealerships require that their…Continue
Added by Richard Holland on February 26, 2015 at 5:30am — No Comments
Automotive News recently carried a story about a lawsuit filed by Subaru of America against one of their franchisees. The lawsuit accuses a Southern California dealership of falsifying 224 CSI surveys in an effort to increase their CSI scores. This was after…Continue
Added by Richard Holland on February 19, 2015 at 6:00am — No Comments
Remember the quote ‘nice guys finish last’? Whether you have a ‘nice guy’ or ‘nice girl’ answering the phone at your dealership, the way they handle the call can…Continue
Added by Big Tom LaPointe on November 10, 2014 at 8:53pm — No Comments
Whether a dealership actually cares about making the customer happy, or merely wants to ensure that their CSI scores stay acceptable to the OEM, these scores play a major factor in the overall health of a dealership. Poor online reviews can sway a buyer to go somewhere…Continue