Every sales person claims that they have the greatest opportunity that you can’t live without. A key is testing and validating opportunities that make logical sense. Are these concepts producing measurable results (gross dollars and/or car sales)?�

In last month’s article, I opened with the thought that one of the reasons salespeople fail to make a connection with online customers is the continued use of outdated responses to shopper questions and concerns. These responses fail to influence c

(Bear with me here – this one will eventually come back around to the Internet sales team.) Today I feel compelled to deviate from my regular article topics covering Internet sales and digital marketing to alert you to an area of your dealership th

It has been said that the arrival of a lead is the “moment of truth”. At that moment, the customer has put you on trial. The lead has been sent to you, but it’s also been sent to two to three other dealerships. Which dealer will respond first?

How it happened so quickly I don’t know, but it’s time again to reflect and make necessary changes to ensure a more profitable year. As I began the self assessment, I examined the obvious areas where change is warranted and completely necessary.

The first suggestion I have is to mystery shop your competition. Most will start with “what’s your name and number in case we get disconnected?” Would you take that seriously? How many times have they heard that? Listen and learn, then compare

In a recent article, I presented the need for dealers to take a proactive approach to dealership reputation management. The premise of the article was that dealers who are in tune with the way customers prefer to do business should find ways to extol

It is no secret that customers are using the Internet to broadcast their buying experiences, and in doing so, directing customers toward or away from your dealership, many times without you knowing. More and more prospective customers are using feedb

My first GSM told me that customers would tell me how to sell them – I just had to listen.  I’ve carried that belief with me throughout my career and continue to find that customers – both sold and unsold – are the absolute best source of in