Dealer OPS & Leadership
The ‘Accolade Sandwich’ Sales & BDC Meetings
For decades, I have (and still do) participated in, observed, run, trained and delegated various meetings. From my ongoing experience in the field, far too many “meetings” are either the “Coffee is for Closers!” fear based attempts to maximize efforts and expertise or...
Training! Training! Training! Knowing Comes Before Doing
Which is harder: knowing or doing? Almost everyone understands that “doing” is harder than “knowing.” I agree, but the first step in the knowing/doing process must be, by necessity, “knowing.” It is the height of absurdity to demand that service advisors sell more...
Dealer Reserve on the Endangered List
The only tattoo I have is the scar from a smallpox vaccination I received when I was ten. Everyone in school received the vaccination. Everyone has the scar tattoo to prove it. These vaccinations were apparently mandated by a governmental agency which was working to...
Establishing Rapport with the Educated Car Shopper
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the thought that one of the reasons salespeople fail to make a connection with online customers is the continued use of outdated responses to shopper questions and concerns.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 customers because...
Target Reporting for Profit
Hopefully you’re going in the door of your dealership today with some objectives like more service business, higher used gross profit, and better new closing ratios. Make a wish list of these items based on a breakeven analysis and then determine the reports you need...
Two Great New Reads on Advertising
Of the 20 books I’ve read on advertising in the past year, two stand out as must reads for anyone involved in dealership marketing. The first is “Cashvertising” by Drew Eric Whitman, published in 2009 by Career Press. Whitman has taught the psychology behind consumer...
Sustainable Cost Reductions – Much More than a Good Price
“Sourcing mode” is a term that applies to those that are always shopping for a great price, and are always adding new suppliers that have the latest and greatest pricing for the supply or service they are responsible for buying. Sometimes your team can source or shop...
Until You’re Perfect, it’s not Redundant!
While managing salespeople I would occasionally hear a complaint from team members that sounded like this: We’re going to train on the steps to the sale again? This is getting redundant! While helping to run a six-dealership group, I would occasionally hear a...
Six Key Tips to Create a Best Practice Internet Dealership
In the car-buying process, there is a gaping chasm between the consumer’s expectation and their experience. The best practice Internet dealer does everything possible to narrow the gap. The data is clear: the customer wants a good price, communicated transparently and...
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