Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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.…Continue
As a sales and marketing professional, you probably learned a long time ago that the best way to present your products is by using words that paint a picture. Not just any picture, a picture that puts each shopper in the picture; helps them visualize owning your product; and then mentally experience the emotional…Continue
Added by Timmy D. James on August 8, 2014 at 6:22am — No Comments
In May I wrote a blog article explaining how employee retention in service will become increasingly important due to many factors. Apparently, that’s becoming true faster…Continue
I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week.
In case you aren’t familiar with what happened, a customer called into their…Continue
Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments
The purpose of this event was to streamline the automotive buying process for consumers. Technology and shopping portals are increasingly…Continue
Last week, the newly appointed host of “The Tonight Show” mentioned on the air that he was in the market for a new truck. Of course, manufacturers couldn’t resist the golden opportunity to try and convince the star to choose theirs.
Ford responded first urging Jimmy to check out the 2015 F-150, within minutes of his proclamation.…Continue
I’m sure you’ve heard the phrase “Work your pay plan.” It doesn’t matter whether you held a position in sales, service, or parts, this advice has always been considered good. Towards the end of the month, when Sales Managers need those extra units sold on the weekends in order to hit bonuses from the…Continue
Added by Mike Gorun on March 4, 2014 at 7:38am — No Comments
Many dealers are intimidated by the concept of “customer loyalty.” The simple attempt at trying to design and implement a strategy that creates lifetime customers is certainly a daunting one. It takes a lot of work and effort to accomplish this, for sure. However, just like you train your sales…Continue
In the October 2013 edition of Dealer magazine, I examined a phenomenon that occurred last Christmas.
Partnering with luxury shopping site Gilt.com, Starbucks offered an ultra-exclusive…Continue
TRAINING_SUCCESS.jpg Personal Accountability is one of the most lacking standards in under performing dealerships today. In order to be more successful in an ever changing market, we have to be constantly ensuring that our staff consistently interacts with their customers in a different, more engaging way than…Continue
Added by Jaime Poulin on December 8, 2013 at 4:45pm — No Comments
A recent article on Forbes told the story of…Continue
Added by Mike Gorun on December 3, 2013 at 7:00am — No Comments
DISH Network, which owns Blockbuster, officially announced last week that they would be closing all 300 U.S. Stores. There was a time when local video stores were the dominant retail outlets to rent movies from. Then along came the mega-video stores…Continue
Your customers not only have their own opinions of your business, but they can also influence other potential customers. How you actually run your business is certainly important. Just as important,…Continue
There are countless articles on how hard it is to create a truly loyal customer and how easy it is to lose one. Creating customer loyalty is a challenge that all businesses face. There are many techniques and strategies that can assist you along this path but, at times, we’re presented with opportunities that…Continue
Added by Mike Gorun on October 29, 2013 at 5:53am — No Comments
The Ritz-Carlton hotel chain has an exciting customer service policy that empowers every employee with $2,000 to satisfy any guest without approval. This isn’t a one-time power but it’s per incident. Some business…Continue
Added by Mike Gorun on October 22, 2013 at 6:25am — No Comments
Articles are continuously being written in hopes of dissecting and duplicating the Apple Store experience for other businesses. I’ve even seen sessions at industry conferences that revolve around how to duplicate this in car dealerships. While I agree that it should be every dealership’s goal to achieve the level of…Continue
The auto industry has many good tools to manage the behavior and request of all the leads, calls and inquiries a customer may have. Their merchandising skills in managing customers are outstanding.They have mastered their ability to be quick on the draw to respond to leads to come down and close.
But my feeling is that a bigger audience is becoming more fickled about the sales experience and not the technology.
Perhaps TRUEcar has the right idea about…Continue
What these questions all have in common is that they all answers the fundamental aspects of what type of customer experience that…Continue
Added by Mike Gorun on October 1, 2013 at 5:56am — No Comments