Tag : automotive

profit expert

Shoppers Want Product Experts, Not Profit Experts

14 Hours. That is how long the average consumer researches their vehicle purchase online before making a transaction, so says Google.  Many of those hours have likely been fixated upon one model. The average salesperson has almost 5.5 hours of downtime every day in the showroom floor. Every. Single. Day. (That data comes from The Next Up). Yet, when is the last time you believe your salespeople ... Read More

team chevrolet

Does Your Dealership Save Lives?

How One Person Can Make A Difference: A Lesson in Customer Advocacy While the public is constantly barraged with negativity pertaining to car dealers, there are many instances that go ignored or are simply passed over. Let’s face it… the media (and a lot of websites/industry blogs) are typically more focused on perpetuating the stereotype of dealers as the “bad guys.” There are ... Read More

Ask The Expert

Ask the Expert with Joe Webb on the Manager Turnover

Hello Joe, What is an average % of fresh opportunities that get T.O.’d to the Sales Manager to discuss objections that can’t be overcome by our rebuttals? (ie. overall condition of the vehicle, smoker, rebate break down, etc.) Katie W. Business Development Manager __________________________________ While I know I answered your question in earnest before the holiday weekend, ... Read More

DealerKnows Andrew Carnegie

What Will Be Your Legacy?

Andrew Carnegie was born into a very humble world. Son of a hand-loomer, in a bleak Scottish economy, Carnegie was uprooted from his homeland at a formative age, and settled in the burgeoning New World. You probably know the rest. As you remind yourself that Carnegie is the second richest American in history (estimates of his peak net worth put him slightly north of $300 billion in today’s ... Read More

employee of the month

Employee of the Month – a Comic Strip

  Employee of the Month The comedic mind of Joe Webb + the creative marketing genius of the DealerRefresh team = a new comic strip series about a life in car sales. Cartoon #2 See the full write-up on DealerRefresh Read More

DealerKnows Challenges Accepted

5 Steps When Shoppers Challenge Your Online Pricing

Customers want answers and they want it now. At the same time, we are considered one of the least trustworthy professions so they question what we tell them as well. That very well could be why consumers do their due diligence by researching 26 different websites before purchasing. (Google data) Your teams and your pricing are being questioned. Have you trained them on how to respond to those ... Read More

giving price

Do You Answer Price Questions Over the Phone and in Email?

As I was listening to a recorded call on behalf of one of our clients, I ran into an exchange still happening every day at dealerships.  A customer called in and asked for the dealership’s “best price” on a new vehicle. Not surprising, the salesperson responded with exactly what the dealership’s management team had trained him to say: “We don’t discuss price over the phone. You need ... Read More

car sales cartoon

A Trainer’s First Day with an ISM – a Comic Strip

The comedic mind of Joe Webb + the creative marketing genius of the DealerRefresh team = a new comic strip series about a life in car Read More

direct mail

7 Ways Your Direct Mail Should Be Digital

This is out of the ordinary, I know. Me… a guy who achieved success in retail from being an early advocate of Internet lead management, video, and digital marketing… talking about the benefits of a traditional marketing medium. Stranger things have happened.  Just because I believe in the power of online influence in the retail sales industry doesn’t mean I turn up my nose at traditional ... Read More

Chat

How Much Chat is Too Much Chat?

It is turning into the Times Square of today’s website homepage. A constant barrage of invites to chat blinking away, distracting your attention. Is it noise? Is it just smart conversion tactics? Chat is getting a bit gratuitous. While speaking at a NADA 20 Group last week, I was live reviewing dealership website experiences, along with mystery shopping results, as I get called on to do. One ... Read More