Tag : Training

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


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

pete rose

Your Dealership Needs a Pete Rose

(An article by Joe Webb as seen in the June 2014 issue of CarBizToday’s magazine) Pete Rose, for all of his shortcomings and misdeeds, is still a heckuva role model when it comes to dedication, tenacity, and HUSTLE in one’s job.  Pete Rose the man had flaws, as all in our industry do as well. Pete Rose the athlete had very few.  How many salespeople reside on your showroom floor with ... Read More

DealerKnows Leaning Towers

Faulty Measurements Equal Faulty Success

It happened again. Apparently, June is the time for wild declarations. With an eerie regularity of bad seafood, another “friend of the Dealer” comes along making wild claims of instant success. My body has the same reaction to both. Please pray for my wife. With that same regularity, I have to write a post just to vent. Last year I wrote (the aptly titled) Recipe for Weapon-Grade ... Read More

DealerKnows Nuts and Bolts

The Nuts and Bolts of Customer Experience

We’re seemingly bombarded by articles discussing “the Apple Experience,” or “the Disney Experience,” or the old standby “Nordstrom Experience.” What’s simply ignored is that these companies offer premium products and services. We just blindly accept it, and move on. Since we always use these premium examples, the door stands wide open for cynics to write-off these experiences ... Read More

dealership showrooming

Making Your Dealership Mobile: The Art of Showrooming

As I walked through the showroom of a dealership I was training, I noticed something very customary, quite disturbing, and yet unspoken.  I saw every customer looking at their phone while in the process of purchasing a car.  The moment a salesperson would get up from their desk to speak to a manager, get paperwork, or check on an item, they customer whipped their phone back out and began ... Read More

Dealer Marketing Magazine

DealerKnows Oversees Technology Awards for Dealer Marketing Magazine

The winners of Dealer Marketing Magazine’s Technology Awards were revealed this month, and DealerKnows played a big part. Joe Webb, founder of DealerKnows, had been one of the judges in past years for these awards, but was tasked by the team at Dealer Marketing Magazine (DMM) to oversee the entire program for 2014. More than ever, organizations, individuals, and vendors are finding ways to ... Read More