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All ADM Blog Posts Tagged 'dealerknows' (18)

Architect vs. Interior Decorator: How to Rethink Your Dealership's Marketing Needs

You are ready to traverse through a crowded sea of vendors at the upcoming NADA Convention in New Orleans. Your flight and hotel are booked. You have already looked over the workshop schedules. With that, you maybe still recognize even more can be learned by examining vendor offerings in the exhibit hall than from listening to the…

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Added by Joe Webb on January 22, 2014 at 5:00am — No Comments

Not Wrong, but Different

Inevitably, pricing is a necessary aspect to a customer’s decision. They do their research online and expect to receive answers to their pricing questions. While many of us old folks were groomed to avoid pricing when on the phone or email with shoppers, evolution has thankfully adapted us to the practice of giving out a discounted price in advance of their visit. However, pricing questions no longer begin and end with the price of the vehicle. Shoppers want more from you? Do you give it to…

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Added by Joe Webb on October 22, 2013 at 2:13pm — No Comments

Is This the Beginning of the End for TrueCar?

TrueCar has had a rollercoaster ride in the automotive retail industry over the past few years. However, it appears things may be taking a turn for the worse (both for TrueCar as well as its participating dealer clients). Read on, as I reveal their new policy changes that will have a negative impact on dealers, as well as my in-depth interview with a top eCommerce Directors about this change.



Cliff…

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Added by Joe Webb on August 22, 2013 at 8:51am — 19 Comments

Don't Be an Answering Machine

While training a 13-store dealer group this week, I had the pleasure of meeting a salesperson and manager who assured me they were tip-top at taking sales calls. I was ecstatic. It isn’t everyday you’re brought in to advance dealerships in need of Internet and phone help and immediately run into someone that has such confidence in their expertise that it would (if I believed them) eliminate their need for any training. How wonderful. (I hope you can accept the…

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Added by Joe Webb on August 16, 2013 at 12:29pm — 2 Comments

You Have an Internet Department? Oh Wow!

It amazes me how the humble nature of the automotive Internet revolution for dealers from the past has changed to ego-driven displays of self-aggrandizement. It wasn’t too long ago that you would speak to dealers who were more excited to learn than they were to pound their chest and roar to the crowd about their own accomplishments.



As another Digital Dealer Conference came and went last month, I think it is time we realize that no one has the whole “Internet thing” figured out.…

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Added by Joe Webb on June 19, 2013 at 9:29am — 1 Comment

The Addendum Crisis

There is a crisis going on at our dealerships.  And it’s called “Addendums”.  This is a sore subject with many, as everyone has different viewpoints as to the functionality of addendums.  You’re required to keep reading this blog.  It costs you $50, but it’s required.  Everyone has to pay that reads it.



Sounds pretty stupid, huh?  Dealers are using addendums to generate additional profit per vehicle (likely because they are…

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Added by Joe Webb on March 27, 2013 at 10:28am — 17 Comments

Social Media Smorgasboard

Depending on the amount of friends you are connected with on the social media sites, often the thought of reviewing the posts of others seems daunting. 

Even with Facebook, for instance, sorting through…

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Added by Joe Webb on January 15, 2013 at 6:30pm — 10 Comments

Off with their Headers!

Like many people, worthless emails reach our inbox every single day. Recently, there has been one common theme that every piece of spam or advertisement email has in common. That is the email Header.

It is very commonplace to insert a Header into all dealership emails. The majority of mystery shop responses we receive include the dealership’s header emblazoned across the top. While we understand that it immediately brands your dealership to the person opening the email, we believe…

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Added by Joe Webb on July 31, 2012 at 1:16pm — 7 Comments

Grading Automotive Website Providers

Disclaimer: I must preface this by saying it not intended to make any enemies or friends. This is not meant to hurt anyone’s business, call out how they perform for their clients, highlight weaknesses or put stock in one product over another. This was nothing more than a simple experiment.



I was out to dinner with my wife recently when I ran into an old college acquaintance. Very quickly I discovered that she works in our industry…

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Added by Joe Webb on July 3, 2012 at 6:44am — 4 Comments

If Support...

If Support…

  • Responded with a call instead of silence
  • Gave you immediate attention instead of a support ticket number
  • Answered the phone immediately instead of a queue
  • Has a queue, then you know something is desperately wrong
  • Responded with action instead of a timeline
  • Categorically ranked your need based on how much it is their fault and handled those first.
  • Wasn’t overseas
  • Is handled with grace and humility instead…
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Added by Joe Webb on May 23, 2012 at 8:30am — No Comments

Just One Internet Department Structure

Creating a basic structure for your Internet department should be one of the simplest tasks for a dealer.  Unfortunately, too many decision-makers at dealerships attempt to get in the way of how an Internet department operates.  One primary…

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Added by Joe Webb on March 17, 2012 at 6:00am — 18 Comments

The 31 inch yard stick

Periodically, we receive an email or a phone call from an ISM wanting to know how to increase their closing ratio from 30% to 40%. I often have to bite my lip in order to prevent myself from laughing hysterically. Invariably, I start to ask how that dealership is measuring its closing ratio. However, as I am asking that question, I am always asking myself why isn't there a standard equation for measuring closing ratio?



Let's think about other forms of measurement,…

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Added by Bill Playford on February 17, 2012 at 6:30am — 5 Comments

Would you like to read my blog now? How about now? Now??

It used to be as a Dealer principle or manager; you would consider yourself lucky to have a salesperson willing to make an outbound sales call, and even luckier still, if the sales person actually asked for an appointment. I have filled out hundreds and hundreds of Internet forms over the past year, and have noticed a new breed of salesperson. This eager, yet untrained, salesperson gladly picks up the phone, confidently dials a number and charges though that call with little or no…

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Added by Melissa Roberts on December 20, 2011 at 9:39am — 3 Comments

The Probability of Accountability

I arrived roughly 10 minutes early to train a new dealer client last week.  I meandered around the showroom trying to get a feel for who they were as a store and how they presented their dealership brand.  That’s when I came across a salesperson sitting at his desk with a very familiar CRM…

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Added by Joe Webb on December 5, 2011 at 4:30am — 11 Comments

The 5 WORST Questions to Ask a Phone Up

Are You Asking The Wrong Questions When Customers Call Your Dealership?

In previous blogs I've written for DealerKnows about…

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Added by Melissa Roberts on November 22, 2011 at 11:30am — 13 Comments

Let It Rain

How long do you follow up with your Internet leads?  What about your inbound phone calls that you haven’t set appointments for?  You might answer these questions with numbers from 90 to 120.  15 to 30.  60 days.  Forever.  You answer this way because that is the process you built in your CRM.  Allow me to tell you that this isn’t happening.

 

There is one thing a CRM cannot do and that is stop your sales team from taking the easy way out.  (That takes management).  My team…

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Added by Joe Webb on September 19, 2011 at 10:00am — 8 Comments

The Peter Principle

In light of some of the potentially-frustrating or miraculous changes impending on ADM (depending on which way the cookie crumbles), I thought I would take a moment to talk about the Peter Principle.

 

For those that don’t know, the Peter Principle is the idea where someone is promoted to the point of incompetence.  They simply work their way into a job with duties their not capable of fulfilling.  It is a virus that happens far too often in our industry.  Someone is good at…

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Added by Joe Webb on December 16, 2010 at 7:12am — 3 Comments

'Twas the Night Before the Dealer Internet Battle Plan

'Twas the night before the Battle Plan, when all through AC
The phones were a ringing to score the last seats
The powerpoint presentations were rehearsed with care
By the great speakers enlisted who soon would be there.


The attendees were booking their rooms and their flights
at Bally's Casino on the boardwalk, that's right.
And I in my suit and 'Da Man' in his cap
Look over our sessions until its a…
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Added by Joe Webb on June 27, 2010 at 3:54pm — 2 Comments

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