Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
327 articles
Service Drive
You experienced the symptoms the last time you bought a new vehicle. Before then, you hardly ever saw one on the road, but now it seems like almost everyone is driving a car like yours. Or maybe it…
CPI1 min read
Sales
"At our dealership, we take great pride in the consummate courtesy and fine manners shown by all our employees. Lost? Misdirected? It Will Be Our Pleasure To Guide You!" Looking to find a specific…
CPI2 min read
Technology
“You can buy a car, you can lease a car, or you can subscribe to a car. It’s a third option as a way to drive a car.” That’s how John Malishenko, COO of Germain Motor Company, describes Drive Germain…
CPI2 min read
Leadership
Time and time again, Tom Brady has proven that he’s going to find a way to overcome whatever obstacles are in his way. And he will have his chance again in Super Bowl LII on February 4, 2018, in…
CPI2 min read
People
In the automotive industry, like any other, replacing good staff is a problem. The 2017 NADA Workforce Study indicates the total employee turnover in dealerships increased year over year by 3 points…
CPI2 min read
F&I
Whether you’re a dealer in Canada or the United States, this is for you! The Bank of Canada has just hiked its interest rate .25% for the third time in a year to 1.25%. Strong economic growth is the…
CPI2 min read
Sales
Ah, the children. Sweet and innocent little balls of energy that torture parents for their sins against their own moms and dads. And one of the things many of us prefer never to see approaching our…
CPI2 min read
BDC and Marketing
Online lead generation companies focus on turning outlier sales prospects with bad credit into deliveries for your dealership. But according to Wells Fargo & Co. reports, the subprime bubble is…
CPI2 min read
People
If you’re a veteran of the car business then you understand that customers expect and prepare for the experience of dealing with the finance manager. For most, it’s nothing more than a necessary evil…
CPI1 min read
Sales
On a recent visit to a local dealership showroom, I noticed a few things that, in my humble opinion, could impact the customer’s experience negatively: • Location and accessibility of a “Guest Log"…
CPI1 min read
Customer Experience
Imagine walking into your primary care physician’s office and telling the doctor, “I’m sick and need some medicine.” She calmly reaches into her pocket, pulls out a packet of pills and says, “Take two…
CPI1 min read
Sales
Everyone can get frustrated at work at various times. Yet in some cases, the manager you're working for, not the job itself, can be the source of your headaches. We’ve all had them: Managers who make…
CPI1 min read
Service Drive
“I’ve been doing it this way for 25 years! There’s nothing new you can tell or show me!” I’m sure you’ve heard this or something like it. There will always be those who don’t think they need training…
CPI1 min read
Sales
There’s no inherent evil in the two-word phrase “no problem.” That’s not the issue. Well meaning, well trained, highly skilled employees populate the automotive industry. They thrive and interact with…
CPI1 min read
Leadership
Most managers will tell you that to be successful; you’ll need to control the sales process. While we don’t disagree, we do believe that today’s customer requires a shared control process. How do you…
CPI1 min read
Sales
"Show me your hands!" Like a veteran SWAT team raid commander, that's a superb way to capture your team's attention at your next Monday morning sales meeting. With a little luck and some love shining…
CPI3 min read
Sales
There they are. All around you. Everywhere. People. In cars. In trucks. In SUVs. Out of cars. Out of trucks. Out of SUVs. Near their cars. Near their trucks. Near their SUVs. On line. On the phone. In…
CPI1 min read
BDC and Marketing
In an effort to lead the industry in the delivery of cutting-edge content, the Center for Performance Improvement announced today the release of the "Tip of the Day”. The "Tip of the Day” provides…
CPI1 min read
Sales
I'm done with Ups. As in all done. Ad infinitum. Ups. Say the word out loud right now, perhaps for the last time. The very last time. "Ups." "ABC: Always Be Closing" and "Coffee's for closers" are two…
CPI3 min read
Leadership
Time is increasingly seen as a most valuable asset. Lincoln. Lexus. Now Hyundai. With more to come. We are officially in the age of disruption. With the majority of car shopping now taking place…
CPI3 min read
Sales
It's right in front of you. It's right next to you. It's right behind you. It's ten feet away from you. It's on the other end of your cell phone. It's at the opposite end of your e-mail inbox. You can…
CPI3 min read
BDC and Marketing
What specific books do the top auto dealership leaders and managers recommend right now? Get Your #AutoRetail on with Our Fall 2017 Book List! To find out, I reached out to Dealer Principals and key…
CPI3 min read
Leadership
In sales, negativism will strike somewhere. Decide what strategy you will employ when it happens. Make your plan now! It seems the moment we have a gripe, complaint or bad attitude about something (or…
CPI1 min read
Customer Experience
What are your organization’s strengths and weaknesses? To find out where to look, we took a page from one of the world’s great inventors and industrial designers … Where to start. We recently…
CPI1 min read