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All ADM Blog Posts Tagged 'csi' (7)

Say Congrats to our newest 200K Club member, Rountree GM/Nissan!

It's always a pleasure to write a post about Success and we have some Great News! Rountree GM/Nissan in Florida hit the 200K Club! Congratulations to the entire Team!

In this picture from l-r Tom Dallett Fixed Operations Specialist, Dan Shelly General Manager, Donnie Rosbury Service Manager and Gary Halter Parts Manager.…

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Added by Leonard Buchholz on May 29, 2014 at 1:46pm — No Comments

Dealer Service and Loyalty Boost Highlights Importance of Customer Experience

The recently released J.D. Power 2014 U.S. Customer Service Index Study produced some interesting, and very promising, results.

The…

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Added by Richard Holland on April 17, 2014 at 6:30am — 1 Comment

Fallon Chooses Ford amongst Controversy & Salespeople Humiliation

Last month, I wrote an article on how Jimmy Fallon announced during “The Tonight Show” that he was in the market for a truck. Manufacturers immediately took to social media in attempts to convince the popular talk-show host that he should choose them, including Ford, Dodge, Chevrolet and…

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Added by Richard Holland on April 10, 2014 at 7:00am — 6 Comments

Easy Telephone Best Practice..... "Borrowed" from Rick Case Honda Davie



Watch your abandoned calls in real time, have a team member call back immediately and offer a 'warm transfer' to their intended department. You will capture those that got lost in the phone-tree, hung up while on hold, etc. The caller will remember the 'care' you took!

Rick Case captures an average of 20 Fixed and Variable appointments per day of the average 35 callers that give…

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Added by Chip King on January 30, 2014 at 7:41am — No Comments

A Checklist for Closing

Remember your first days in a dealership and the fundamentals the sales manager drilled into your head. That was good advice. We tend to forget a lot of it over time and as experience adds up. 

Yet neglect of the fundamentals can cost sales. This is especially true when working certain opportunity categories. Consider these challenging ones: 

  • You’ve spent time to bring that unsold prospect back to the dealership and they’re coming in shortly. 
  • You’ve…
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Added by Jeff Cotton on July 9, 2013 at 8:07am — No Comments

CSI: A penny for your thoughts, $10,000 if you say that I suck

What is it about CSI, or through interpretation of what it means, that has had dealers begging for their life and coaching customers? Especially today when someone may be cordial enough to tell the factory that they were completely satisfied in the hand-written survey (when they may not have) only to have another customer completely lambaste you online...



More importantly, why does the focus on CSI happen at the end of the delivery? Because they'll remember? Hardly! Because if you… Continue

Added by Gary May on January 31, 2009 at 10:00pm — No Comments

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