Professional Community for Car Dealers, Automotive Marketers and Sales Managers
Hotel chains across the country have long had problems with customer loyalty due to an inconsistent customer experience. In researching the problem it was found that the prime reason for the disparity in customer experience was due to the growth of each major brand. Hotel chains were…Continue
It’s not a new idea to have one of your salespeople working the service drive. Opportunities and circumstances exist where it may be beneficial for the customer to trade-in their car that needs to be repaired. Having someone who can not only identify those opportunities but who also knows how to present it to the customer…Continue
Added by Mike Gorun on May 21, 2013 at 7:56am — No Comments
There was a fascinating article in Automotive News which discussed a new trend that many dealers are adopting: placing their service departments at the front of their…Continue
Added by Richard Holland on May 16, 2013 at 3:36am — No Comments
Dealerships today spend most of their marketing budgets on acquiring new customers. Those ads in the newspapers aren’t really meant for current of past customers, they are meant to attract new customers. The cost of customer acquisition ranges from…Continue
Added by Mike Gorun on May 14, 2013 at 4:43am — No Comments
Advisor: “Let me check…. I’m not showing that its ready yet, ma’am.”
Customer: “Do you know when it will be?”
Advisor: “I’ll have to check with the technicians. We’ll be sure to call you when it is,…Continue
Added by Richard Holland on April 25, 2013 at 7:41am — No Comments
Added by Brian Pasch on April 21, 2013 at 7:30pm — No Comments
In today’s world where everyone is going 120mph, people are more interested in convenience than ever before. Is it because time is so limited in our hectic schedules or is it because we’ve become accustomed to taking the shortest route possible to achieve the same end result? For example, when cooking…
Today’s world is full of review sites and social media- the epitome of information at your fingertips. And because of this, reviews have become that much more important for customer retention and new client business. Search engines are becoming increasingly savvier by routinely displaying reviews (and…Continue
If you’re like me you will have had a few ‘locals’ over…Continue
Added by charles bayer on April 10, 2013 at 5:30pm — No Comments
In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only…Continue
In the car business, just about every dealership has "that" employee. You know, the one that complains about everything. The one that's never happy. The one most sales trainers, consultants and managers would call "cancer". The advice that 99% would give in regards to "that guy" who, no matter what you tried, just isn't positive and seems to hate everything would be to fire him. The last thing you need is some jaded veteran salesman spreading dissension and negativity around your…Continue
Added by Arnold Tijerina on April 4, 2013 at 5:45am — No Comments
The service drive is the new showroom! In a given day, more car-sales opportunities drive into your service lane than will walk through your traditional showroom doors.
Putting a dedicated sales associate equipped with the right knowledge in hand in the service drive can consistently close 30-35% of service drive customers. The best your showroom team does is selling about 20 percent.
Service drive vehicle selling is powerful because you probably have all the tools at hand to…Continue
Added by Jeff Cotton on April 3, 2013 at 10:50am — No Comments
With service departments finally getting the credit due to them for contributing to the growth and profit of dealerships, pre-paid maintenance programs (PMP) are starting to make a huge impact on the overall profit of dealerships as well.
I think it is well established that most PMPs are being sold in the F…Continue
Added by Mike Gorun on April 2, 2013 at 8:46am — No Comments
Statistics show that a customer who has a good experience will tell 4 to 5 people. However, a customer who has a bad experience will tell more than 20. In addition, they will usually leave a negative review to go with that word of mouth to leave a permanent…Continue
Added by Paul Potratz on February 27, 2013 at 7:19am — No Comments
Who are you?
I really want to know
Who are you?
I bring this up because it still seems that businesses are heading into 2013 without any idea of how important constructing and controlling their…Continue
Added by Glenn Pasch on January 17, 2013 at 3:37pm — No Comments
Added by Stephanie Young on January 15, 2013 at 6:00am — No Comments
According to Rand Fishkin, Founder and CEO of SEOmoz.org, *there is an increase in blog readership as of late but a dramatic decrease in the amount of people blogging. This sets the stage for a powerful…Continue
Added by Michael Cirillo on January 5, 2013 at 10:30pm — No Comments
Whenever a new car is purchased, buyer has to make many crucial decisions, regarding the make and model of the car. Apart from these things there is one more thing that plays a vital role at the time of purchasing car, it is the service contract. This is especially relevant for those…Continue
Added by Brett Michael Williams on January 5, 2013 at 3:00am — No Comments
Added by Crystal Hartwell on December 18, 2012 at 10:37am — No Comments