Tag : Training

Joe Webb - Canadian Digital Dealer Conference

Electronic Mystery Shopper – from AutoJournal

This was an excellent article written by Krystyna Lagowski and published in the July/August 2014 edition of AutoJournal – the premiere automotive dealership magazine of Canada. DealerKnows AutoJournal July/August 2014 Excerpts from this article were taken from my presentations at the Canadian Digital Dealer Conference in Ottawa and Toronto sponsored by the wonderful people at the Trillium ... Read More

DealerKnows Face Palm

Phone Training 101: The 5 WORST Questions to Ask a Caller

We’ve had a lot of conversations with our clients lately regarding phone skills.  As AutomotiveNews reported, many customers are just bypassing submitting leads, and are just calling.  We thought it would be a good time to dust-off a post from the archives written by our very own Melissa Roberts.  It’s never too late to get good on the phones… *** We have already established ... Read More

crane kick

Which Karate Kid are You?

(This blog was originally written for and published by DealerRefresh) You are the top dog in your primary market area. Your dealership sits atop the sold unit charts in your region month in month out. You only use the most popular technologies. You only work with the big-box vendors with the most clients. It has been this way for quite some time. People know you. Other dealers are afraid of you. ... Read More

Ask The Expert

Ask the Experts – The One Person BDC

Hello DealerKnows, I am the ONLY person who handles BDC in my store and it seems almost impossible for me to answer leads, do follow ups, and take ups by myself. This is harder for me because I was taken from the receptionist position and thrown into the BDC position because of my great personality, however, I know NOTHING about cars. It becomes extremely difficult to answer phone calls because I ... Read More

My wife

A Great CRM is Like My Wife

(This blog was originally written for and published by DealerRefresh, but given the fact that I just celebrated my 11th anniversary to my beautiful wife, I felt it was worthy to post on DealerKnows) When dealer clients asks me what CRM vendor I prefer, I first ask them what is it about their current CRM they’re married to that they don’t like. Why isn’t that relationship working out? Could ... Read More

clean slate

The Clean Slate Internet Department

I was called out by a reader of my blog, and rightfully so. All of my writings are always born from a conversation had with another in our industry. I get to chatting, get to thinking, and then get to typing. After a conversation/question posed to me by a dealer owner, I wrote the blog “Is It Time to CTRL ALT DEL Your Internet Department?” In this article, I simply posed the question to get ... Read More

exit to the sale

The Exit to the Sale: It’s No Longer a Road

The Road to the Sale is dead.  This concept that consumers arrive at a decision to purchase because we’ve walked them through a drawn-out series of steps is no longer realistic.  If the average prospect told us how they would like to buy rather than be sold, I highly doubt any would devise such a tortuous sequence of events as we’ve created for them. We have to eliminate the idea that a ... Read More

DealerKnows Curmudgeons

Famous Last Words: The Way We Have Always Done It

“Those who cannot learn from history are doomed to repeat it.”– George Santayana “Those who cannot envision the future are doomed to be forgotten.” – Bill Playford While many automotive posts like to highlight the heroic battles between disruptive technology, all-knowing consumers, and evildoing vendors, another much quieter war wages on. It’s the war between the automotive ... Read More

Curb

Over the Curb

I pulled up in front of an office building in a 2003 Toyota Camry XLE V6 right on time. Just an hour earlier, I had spoken with the Internet customer that said he didn’t have the time to come in and test drive. I took it upon myself to save him time, and I was bringing the vehicle to him. Out walked a mid-30’s man in a white shirt and striped tie, accompanied by two other coworkers. I knew I ... Read More

standing out from the crowd

What is your Personal Touch When Selling a Car?

“How may we help you?” I asked the customer as they entered the showroom. Seeing as the sales team wasn’t jumping to the customer’s aid, I got involved. I waved over a sales team member. The customer replied, “I bought a car here six months ago and now my daughter needs a vehicle too.” “Who was your salesperson?” I asked in front of my salesman.  The consumer said he was ... Read More