Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off -- attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong?
Imagine if a couple visited a showroom where they…Continue
Added by Mike Gorun on March 15, 2017 at 6:29am — No Comments
There are a lot of choices for consumers as far as where to take their vehicle for maintenance. And, while consumers are required to visit franchise dealerships for warranty and recall work, the majority of service revenue lies in regular maintenance. That is why a great and consistent customer experience is so important each and…Continue
Added by Tim Clay on January 11, 2017 at 5:30am — No Comments
When it comes to video, most dealerships tend to think of it for purely sales department use, and sometimes in service. From communicating with customers via personalized emails, to live video walkarounds, video is certainly an excellent way to engage customers and increase VDP views. It is also a great tool for the service department to better explain and illustrate service…Continue
Added by Timmy D. James on January 9, 2017 at 7:44am — No Comments
As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips…Continue
Added by Chris Miller on January 8, 2017 at 7:00am — No Comments
There is a lot of talk going on about car dealership turnover.
It seems that everyone has an opinion about it but not a whole lot of solutions. I am going to do some "REAL TALK" in this post because it is time that the sugar coating stops. I have spent a great deal of time between…
It wasn’t too long ago that a mandatory part of the delivery process included the salesperson walking the customer into service, introducing them to a service advisor and helping to begin that relationship between the customer and the service department. Even now it’s a critical question on many manufacturer CSI sales surveys.
But I find that these days many…Continue
Added by Tom Cannata on September 15, 2016 at 5:38am — No Comments
Facebook and Google will be Speaking at the Internet Sales 20 Group 9 Plus 30 of the BEST Speakers In Our Industry - 3 Day Training Workshop
Register here - …Continue
Added by Sean V. Bradley on September 8, 2016 at 3:23am — No Comments
On one hand, dealers know how incredibly competitive the market is, so they send out service coupons to ensure customers don’t defect due to a competitor’s offer. But on the other hand, they don’t want to send service offers too often.…
Added by Alexia Henson on September 1, 2016 at 6:00am — No Comments
In the past, customers were willing to bring their vehicle into a service department and wait patiently.
However, with the rise of convenience and the promise of speed in the form of express independent chains such as Jiffy Lube, regular service customers began forsaking the dealership and…
Added by Tom Cannata on August 29, 2016 at 7:00am — No Comments
If you’ve ever worked in automotive retail, you know that there are constant internal struggles going on between employees and their departments. The structure of most dealerships actually encourage this – similar to how a salesperson’s pay plan incents them to sell cars.
The most obvious friction oftentimes occurs between sales and service. While in theory,…Continue
Added by Mike Gorun on August 9, 2016 at 10:30am — No Comments
http:www.InternetSales20Group.com / 856-546-2440
The Internet Sales 20 Group Is Looking for SPEAKERS & Panelists For #1S20G 9…Continue
Added by Sean V. Bradley on August 3, 2016 at 5:29am — No Comments
Hi, It's me again. Me who you ask? Stan Sher, founder and President of Dealer eTraining.
Yes, I know it has been a while since you have heard from me. But I am still here. I never left and I never will. I just enjoyed my peace and quiet for 2 years while working and doing my thing. But guess what...
I am here to tell you that there…Continue
Added by Stan Sher on July 22, 2016 at 12:00pm — No Comments
If you want to capture the attention of shoppers in today’s market, communication should be one of the sharpest tools in your toolbox. Remember the days of desk phones and tangled cords? The me-to-you approach of salespeople who told customers all about the cars on the lot? The…Continue
In a recent interview with Automotive News, Masahiro Moro, head of Mazda North American Operations, detailed Mazda’s plan to increase customer loyalty for both the OEM and its dealers. While his plan mostly revolves around vehicle quality and diversity, as…Continue
Added by Mike Gorun on May 10, 2016 at 5:32am — No Comments
When I first began selling cars my training consisted of: “This is the new car lot, this is the new car manager, this is the used car lot, and this is the used car manager. When you need to have a car appraised, you fill out this form and take it to this manager to approve and then you drive the car here. We will let you…Continue
Added by Kit Rogers on March 18, 2016 at 4:30am — 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
Automotive Dealership Internet Phone Sales Training-Outbound Sales Calls-J.R. Batchelor
Training automotive dealership on the effective use of incoming and outgoing sales calls and the importance of follow up with incoming automotive dealership Internet…
Added by J.R. Batchelor on February 24, 2016 at 9:58am — No Comments
Social media has many advantages in today’s digital world. And, leveraging these social media accounts and platforms through employees enables your dealership to reach local customers through the networks of these employees.
Many salespeople use social media to promote themselves and increase awareness of their dealership, so as to attract customers and…Continue
Added by Paul Moran on January 29, 2016 at 5:49am — No Comments
Added by J.R. Batchelor on January 27, 2016 at 6:10pm — No Comments
Check out this interview I did with my friend Jeff Cormier for Dealer Synergy. Jeff crushed it! Auto Pros need to pay attention to what he is doing. He literally has the absolute BEST website in the…Continue
Added by Sean V. Bradley on January 24, 2016 at 8:15am — No Comments