“I’ll gladly pay you Tuesday for a hamburger today.”–J. Wellington Wimpy, Hamburger Enthusiast The car business is a cyclical beast. As we found in the first part of this series, only a small fraction of buyers are active at any given time, while sales are not evenly distributed. If you don’t believe me, plot the… Read more »
“Technology should not aim to replace humans, rather amplify human capabilities.” –Douglas Engelbart (1925 – 2013), Inventor of the Computer Mouse There has been a recent backlash against new technologies and companies that have entered the retail automotive space. Although the word “disruptive” still gets thrown around way too much, strides are being made to… Read more »
Rarely do I feel better when leaving a stage than after having performed comedy. While I like to believe all of my presentations are entertaining or funny, I feel when an audience knows the purpose of a performance is to instill laughter, everyone has a better time. Incorporating in the core values of improvisation (or… Read more »
When have you last visited any store and said ‘Wow, I would love to make this purchase take LONGER’? You don’t. So stop finding ways to slow customers down.
Don’t throw away opportunities. Put your best font forward and respond back to your customers professionally.
The proof you are listening is in your response, not your response time.
Metrics cannot always measure the happiness of a customer.
It is time to play ball. Have you prepared your team to take the field and win?
Be thankful that everyone eventually needs a car.
When a customer questions your pricing, it is simply because they have been conditioned to do so. It doesn’t mean they do not like you.
Be your customer’s advocate. Show them you care and they will never leave.
Want to improve the content you create? Think of it as writing a story, telling a tale or singing a song.
Your success cannot be quantified in years, but with accomplishments.
You do not need to light a fire under the customer in the first email. You simply need to give them reasons over time to see you. It is a process.
Confidence wins responses to appointments, but the mightya, wouldya, and couldyas are a good way to get yourself dumped by the caller.
Today’s sales mantra should not be Always Be Closing, but rather Always Be Branding.
When negative reviews strike down like fiery lightning bolts from an unhappy god (and they will), you must prepare a process for handling them.
Internet sales professionals must be more familiar with the automotive resource sites than the customers utilizing them.
There is one thing a CRM cannot do and that is stop your sales team from taking the easy way out.
The way we have marketed ourselves over the years has been far too push and not enough pull.
Today, the best salespeople need to be four things: Educated, Empathetic, Dedicated, and Proactive.
In lead nurturing and email marketing, automation is key, but not all messages are to be automated.
You are in a marriage with social media and these sites are moody, cantankerous, fickle, and capricious entities that need constant attention.
There are 4 basic food groups your dealership needs to exist online: Websites, CRM, Leads, and Brand Advertising.
Hell hath no fury like a website scorned.
There is no reason to make Social Media-ville a stop on your travels unless you are prepared to set-up shop.
Open your eyes and see yourself the way your customers see you.
While time is of the essence, the quality of response far outweighs the speed of the response.