Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
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Service Drive
The service department used to have red-hot sales and top CSI in the zone. But lately it has plateaued, maybe even started slipping. General Managers and Dealer Principals want to see continual growth…
Ted Ings1 min read
Customer Experience
“Was your concern fixed on this visit?” Manufacturers and dealers, listen up! There’s a message coming at you from your customers…but it might not be one you’ll be happy to hear. It’s a common…
Ted Ings2 min read
Customer Experience
The District Manager has just left the GM’s office. He calls a meeting for his management team and gives them the breaking news: “Customer Satisfaction Surveys are dead!” The OEM has decided to stop…
Ted Ings2 min read
BDC and Marketing
Having a BDC can be an invaluable asset to the dealership if it is set up for success. Where the Agents are contributing to the bottom line by effectively managing the inbound leads, equity lists, OEM…
Ted Ings4 min read
Sales
It takes a thick-skinned person to work in the retail automotive industry. Dealing with rejection is a normal part of life when you’re selling cars, working the business office, or manning the service…
Ted Ings2 min read
Service Drive
Consider the multi-faceted role of a service advisor. It involves customer service, selling, mediating between the customer and technician, mechanical understanding, and financial aptitude. It’s a…
Ted Ings2 min read
People
We’ve all had an experience interacting with someone who makes it obvious they don’t want to be where they are. They’re in it for the paycheck; simply a warm body to fill a role. As a complete mirror…
Ted Ings1 min read
Service Drive
Pick up one of the flyers from your local newspaper. Find an item that looks like a great deal. Compare its sale price with the small-print retail price at the bottom of the ad. Now imagine going to…
Ted Ings2 min read
Service Drive
"What's in it for me?” In sales, it’s critical that you answer this question. A famous sales quote says, “Customers don’t care how much you know until they know how much you care.” Showing customers…
Ted Ings2 min read
BDC and Marketing
Developing the right pay plan is a critical component of setting up both the dealership and BDC up for success. However, more often than not the pay plan is an unintentional afterthought, which in…
Ted Ings5 min read
F&I
Remember back to the time you bought your first car from a dealership. You had the needs assessment, the product demonstration, and the sales pitch, but they look very different from what happens…
Ted Ings2 min read
Service Drive
By Robert Stage, Service Director, Germain Jaguar Land Rover of Easton As of late, I have seen many posts on LinkedIn that decry the technician shortage that we face in the automotive industry. I have…
CPI6 min read
People
By Mia Bevacqua - Mia is an impressive automotive retail expert with ASE Master, L1, L2 and L3 Advanced Level Specialist certifications. Over 13 years of experience in the automotive industry and a…
CPI3 min read
Sales
Imagine searching online for weeks, trying to find your ideal guitar, travel trailer, video game console, or whatever else you’re passionate about. Finally, after weeks, you find it. It’s right there…
Ted Ings2 min read
Industry Leaders
He began his automotive career as a technician for a Mercedes dealership. Mike Jackson is widely regarded as one of our generation’s most influential and effective leaders in the automotive industry…
CPI4 min read
Wellness
We’ve all seen the Subaru TV commercials featuring the Barkley’s, guaranteed to capture your eye and your heart. And just last year, Nissan created a one-off Nissan Rogue that garnered a bunch of…
Ted Ings2 min read
Industry Leaders
Does Your General Manager Have a GPS? An Interview with Garry House His unique perspective paired with his vast experience is an undeniable force when it comes to grooming talent for the Dealer…
CPI3 min read
Leadership
There’s absolutely no question that fitness and intentionally starting your day off right helps you feel good and look great. But if you’re like most people, your self-image could use improvement. In…
Ted Ings2 min read
Leadership
Before you can be an effective leader, you have to think like one. So I'd like to make the connection between the mindset of Tom Brady, as leader of the AFC Champion New England Patriots, entering…
CPI2 min read
BDC and Marketing
… Though they seem to be common within the retail auto industry. Where Dealer Principals, GM’s and BDC managers are scratching their heads trying to figure out how a “Business Development Center”…
Ted Ings3 min read
BDC and Marketing
There’s always one person in your circle of friends that research every little detail, it might even be you. A recent Think with Google report explains it using a restaurant as the example. Your group…
Ted Ings2 min read
Customer Experience
According to the Autotrader Car Maintenance and Repair study, just 30 percent of car owners get their vehicle serviced at a dealership. Even more astounding (and painful) is that just 17 percent are…
Ted Ings2 min read
Sales
Who needs an Evidence Manual? Everyone! Salespeople, Service Advisors, Managers, OEM Field Representatives ... as they all have valuable customer touch points. Jonathan Overton (@urduecksalesguy) of…
Ted Ings4 min read
F&I
Like a golf swing isn’t complete once you hit the ball, the F&I advisor’s involvement requires a follow through. The contracts are submitted and the deal is funded. For successful dealerships, the…
Ted Ings2 min read