Tag : Training

DealerKnows the Road to Loyalty

An Introduction to the Road to Loyalty

About four and a half years ago, Joe and I came up with the concept of the Road to Loyalty. With all of this controversy we created when we said the Road to the Sale is dead, I figured we should take the time to outline the philosophy we’ve been sharing with our dealer partners for years. (Whether the RTS has vanished, is alive, or in some sort of zombie state, we officially declared our ... Read More

Havanese puppy

Is Your Website Alive or Dead?

There are countless website providers beating down your doors and crashing through the phones. Some have great products and some have not-so-great products. Dealers need to understand that websites are not products. They are pets. If you believe your website is a ‘leave-it-alone and let it do it’s thing’ robot, your website is going to be a misbehaving, costly animal. They should not be ... Read More

DealerKnows The Business Prevention Department

The Business Prevention Department

Back in my tech company days, seemingly no-brainer type agreements often times got caught up in the legal department. Sometimes months would go by before we’d get a yes or no. Despite many of these deals having the potential to move our program (and revenue) further by galactic proportions, meeting after meeting would pass, and we still wouldn’t have an answer. It was during one of these ... Read More

Ask The Expert

Ask the Experts – When to Ask for the Phone Number

Hi Bill, My Dealer Principal gave me your email address. He told me about a few of your suggestions for improving our emails at his 20 Group last week. I’m already making some changes. He suggested I email you if I have any questions.  I do have one.  He said: “The consultant suggested we always ask for a phone number in e-mail.”  Do you mean we should ask out of the gate ... Read More

DealerKnows Left Overs

What Happens When They Disappear?

(Note: This is a lengthy opinion piece, with lots of links for factual support. Reader discretion is advised) A few months back, when I wrote the post the Way We Have Always Done It, I talked about processing sacred cows into delicious beef entrees. Actually, I meant it to be a call to action. Nature tells us, if you don’t adapt, you die. Likewise, if you don’t change your business model to ... Read More

DealerKnows Data 2

Auto-Responder Response Rate

  Since dealers first began receiving Internet leads, they have sent an auto-responder at the on-set. They’re traditionally blasted out within the first minute of a lead’s arrival and this has been a customary action for most dealers for 15-20 years. The question has always been, if it doesn’t stop the clock, what benefit does it serve? A better question may be, how do we ... 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 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

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


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