These OEM's claim to save money by closing stores. I wonder how much they will really save by closing sales and customer service centers? It seems what consumers really want are better products and customer service.
Added by jon nigbor on June 4, 2009 at 10:31am —
As many of you know by now I sell cars. I have been selling for six years. I worked the internet for a small dealer as well as a large one. The internet customer is a fascinating study for sure. The internet customer is like any other some research for a Month. Some read all of the third party research. Others just want confirmation that a car is available. In the end all customers have one thing in common. They want a price.
The internet aspect of car sales is still its infancy. There are… Continue
Added by Stanley Esposito on May 22, 2009 at 11:00am —
There is a new partnership in town…..adding video to your web site. It’s not all that new, but the point is that the amount of activity involving video has risen dramatically over the past 12 months. Almost 1/3 of all content on the Internet is video. YouTube was 5th in the number of unique visitors….over 83 million. (Feb. 2009)
Do you need video? Aside from the aforementioned statistic, video will help to entertain and educate your client. Dealerships spend incredible amounts of… Continue
Added by Pat Floegel on May 18, 2009 at 10:13am —
It's been a while, maybe to long! Considering what is happening in the market, it's time to get back on track with the folks that power the industry (yes, besides consultants!). This is another mix of providers touching different aspects of marketing and services that hopefully give you a leg up (if not a whole body length or two).
You've heard it here before and you'll likely continue to hear it: accountability. I've not yet met a vendor that tells you everything. Even the most up… Continue
Added by Gary May on May 10, 2009 at 10:00pm —
After the dealership has sold the car (be it new or pre-owned), it is not uncommon for a sales associate or Internet manager to send a “Thank You” email to the buyer. After that “Thank You”, how often are you contacting your data base of clients? These people are a captive audience. You have worked hard to establish a relationship, build trust, and earn their business. Doesn’t it make sense to keep the embers of the relationship burning?
An occasional email, once every month or two… Continue
Added by Pat Floegel on May 1, 2009 at 9:52am —
You know what? I can't blame you! Now days it so easy to just think about yourself and your needs when a customer comes through the door toward you. Things are so slow on the showroom floor, you might have to role play with a set of 22" chromes (but they might not talk back) or do a walk around with the receptionist! No matter what, you can't stop focusing on what is truly most important.
The customer, how you treat them, what they expect, what they're prepared for and everything to… Continue
Added by Gary May on April 5, 2009 at 1:02am —
SYRACUSE, NY - PowerSports Xpress Management today announced the addition of a Parts and Service module to their VehicleXpress Dealer Management System, further enhancing it’s already feature-packed interface.
The parts and service module adds the ability to track all parts inventories and service requests within a dealership at all locations. Service or warranty requests can be entered into the system, technicians and work bays selected, time allotted and service codes… Continue
Added by VehicleXpress on March 24, 2009 at 12:30pm —
Now is time to go the extra mile and ensure loyalty with your women customers through creating a culture of customer service.
There is a high correlation between customer service and customer loyalty. A study by the Society of Consumer Affairs Professionals in Business found 70% of online customers rated themselves "very likely" to make repeat purchases from companies that respond to and resolve issues.
With these few basic tips you can create and maintain loyal women… Continue
Added by Jody DeVere on March 12, 2009 at 9:50pm —
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 —
Click HERE for video
When contacting dealerships and dealer groups I have noticed an interesting trend. This trend is NOT display what the manufacturer ends up spending millions on every month....advertising incentives and rebates on TV, radio and print.
When researching dealer sites we have noticed about 80% of dealer sites are not posting current incentive and rebate… Continue
Added by Nick on January 29, 2009 at 8:30am —
Information: Admit it, even when you're 'on top' of your DMS, know your monthly P/L and even memorize 2,000 customers' names...you still struggle. We live and die by information. When do you act on it? How do you act on it? Is it relevant? How is it stored? Do you use it to learn? Do you seek it with the determination of an honors student with a 4.3GPA or the person who slides to the back of the classroom? Doesn't matter: your world is ruled by it. Here are some ideas about what you can do with… Continue
Added by Gary May on January 14, 2009 at 7:30am —
What is a brand? If reputation is a brand, a visit to a dealer ranks below one to the dentist. If awareness is a brand, most portals slaughter dealers in search where roughly 90% of automotive shopping takes place. If trust is a brand...well let's not go there. What is your brand and how do you build a brand today?
Recently my most engaged response to someone describing a brand was after spending some time on Dave Armano's blog… Continue
Added by Gary May on January 11, 2009 at 11:38pm —
When it comes to the 'new age' of Internet existence for your business, it is important that you appear as good as possible when people find you online. When it comes to reputation, shoppers want to know what your customers say rather than what you say. They want to have transparency in inventory, see the actual cars and features. Online visitors want to know what you'll do for them, to understand how you work, dealership history, who makes up the team, what specials they can get and so much… Continue
Added by Gary May on January 8, 2009 at 11:22pm —
Mark Tewart will be having four workshops at the 2009 NADA Convention in New Orleans. Mark and Tewart Enterprises Inc will also have a booth at the convention and we would like to invite everyone to stop by the booth and attend one of the workshops. We will be honored to discuss how we can assist a dealership or speak with anyone in the industry about possible partnerships and affiliations.
Tewart Enterprises Inc offers the following dealership services
Added by Mark Tewart on January 6, 2009 at 6:30am —
Fact is, more often than not, when you cut corners in sales the one that is affected most is you. It is also a fact of business life that we're replaceable, as I've experienced myself. Why is it then that most people don't typically go the extra mile, especially when it is so needed?
This is not to say that there are not plenty of go-getters out there. Today it is critically important to think about making the most of every opportunity, especially with fewer prospects and less… Continue
Added by Gary May on January 2, 2009 at 12:34am —
When it comes to the selling of cars today, it's not any easy task. Compared to the past twenty plus years, the cake walk has slowed to a drunk crawl. So what allows some folks in the 'Internet' sales world to deliver 15, 20 or even 25 and more per month? Control.
Staying in the driver's seat is not about dominating a conversation (or having a monologue with a prospect in front of you) or barely raising above a whisper for the fear of the person leaving the lot. Control is first… Continue
Added by Gary May on December 27, 2008 at 1:20pm —
We don't touch on service much here...time for a little breather!
More dealers than ever are floating (or simply sinking slower) on the revenue from their service department. This trend should be supported with an overwhelming conviction to completely satisfy customers. The risk is just too large to lose clients both on the front and the back end of the store.
Things being what they are, it should come as no surprise that achieving such a goal is as far away as the next 20… Continue
Added by Gary May on December 10, 2008 at 10:06pm —
Most of us who have spent any amount of time in sales realize that our database/contact/Rolodex carries an incredible amount of value, in many cases more than our skills or abilities. With the prevalence of CRM and other database software, many believe that the job is done. Nothing can be further than the truth.
Today it's more important than ever to continually tear down the client database and make sure it delivers the most value and revenue possible. Auto retailers are notoriously… Continue
Added by Gary May on December 8, 2008 at 10:36am —
With more focus on the bottom line and getting more out of every dollar, it's more important to know that your suppliers are working for you. Here's some that understand that:
Time Highway: Karen Dillon knows what it takes to deliver a value, but she also knows how to stay relevant. Things at many dealers in the country are being held together by 'service glue'. With Time Highway's UI and ease of having customers book their own appointments online in real time, Check it out at… Continue
Added by Gary May on November 17, 2008 at 7:34am —
Multi-Platform Ads Boost Effectiveness Of Campaigns:
Study Shows Impact Extends Beyond Reach To Customer Behavior. Advertising on multiple platforms results in a significant increase in a campaign's conversion rate, namely the percentage of consumers exposed to ads who actually purchase the product or service being advertised, according to a study released Tuesday by Integrated Media Measurement.
Integrated Media issued… Continue
Added by Ralph Paglia on June 25, 2008 at 10:00pm —