Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
327 articles
F&I
For those who choose to make a living dishonestly, no sleeping pill will erase the negative feelings that remain…. Far too many F&I departments are still trying to swindle or deceive customers in…
CPI1 min read
Sales
In the retail automotive business, successful sales managers determine a specific reason for every sales meeting based on a need or expressed desire While informational meetings explain the latest…
Ted Ings3 min read
F&I
As we noted in the previous article, focus groups have given a glimpse into exactly what customers want in the F&I office. At the core, car buyers want to know they can trust the F&I office. Isn’t…
CPI3 min read
Sales
A recent news report on CNBC claims that 75 percent of Americans regularly shop online at Amazon. That online shopping trend is carrying over to automotive sales, according to a survey by Chase, which…
CPI2 min read
BDC and Marketing
You've spent $600+ on average to acquire a new customer. Yet most of us overlook a key piece of information when reviewing the reports: "Where exactly did the customer come from?" The answer is…
Ted Ings5 min read
Service Drive
Seasonal Service Packages Supplement the Manufacturer’s Maintenance Schedule Some customers don’t want to follow an oil life monitor for their vehicle maintenance. They might rather change their oil…
CPI2 min read
F&I
If you are in Sales Management, a Financial Services Manager, Dealer Principal, or involved in Indirect Lending or OEM Management, you’ll want to stay tuned to this five-part series from the Center…
CPI2 min read
People
"Who knows what evil lurks in the hearts of men? The Shadow knows!" These were the opening lines of the famous Shadow "detective story" radio program captivated listeners many years ago - are…
CPI1 min read
Service Drive
Sales of diesel vehicles are increasing along with the desire for greater fuel economy Oil burners are around 25% more efficient than their gasoline counterparts, which means you’ll be seeing more and…
Ted Ings3 min read
Service Drive
Almost three-quarters of new car customers disappear from the service drive by the time their warranty is over. They’ve defected; gone somewhere else for their maintenance and repairs. And while…
CPI1 min read
Service Drive
Understanding Starbucks Coffee Company's simple strategies will make your entire dealership more profitable ... Ahhh. ... It's autumn and the distinct aroma of pumpkin spice latte has returned to a…
CPI4 min read
BDC and Marketing
For more information, contact Ted Ings, Executive Director and Customer Experience Expert, CX One of the common themes in our industry is to throw the new hire to the wolves. Also known as the "sink…
CPI8 min read
Sales
Actors are just highly compensated salespeople. If they’re good, they sell you on a character and you buy it! All actors use words that someone else wrote. Like the pro’s, you need to practice enough…
CPI2 min read
BDC and Marketing
You can do everything right for the customer, from the introductory handshake through to delivery and follow-up. Everything seems perfect…until they leave a scathing review online. It comes totally…
CPI1 min read
Service Drive
It’s a situation that’s happened to every service advisor, and almost daily. A customer drops off their car for the day with a concern that needs to be diagnosed. The work order is written, the…
CPI2 min read
Sales
Making a good first impression has a significant impact on sales success. And I’m not talking about exterior beauty. Frankly, it goes much deeper than that. You could be the most intelligent…
CPI1 min read
Service Drive
Mr Ings has been an automotive industry professional since 1981 and has personally delivered thousands of retailer initiatives internationally as well as successfully implemented dozens of OEM…
Ted Ings5 min read
Customer Experience
A Forbes article in November 2017 reports that customer acquisition costs are on the rise. It’s partly due to the change in the automotive retail climate and partly to do with how customers respond to…
CPI2 min read
Customer Experience
Think about your online experiences recently. You’re on an automaker’s website and a popup makes you accept their policy on cookies before you can proceed. Browsing on Google, ads are displayed that…
CPI2 min read
People
USA Today recently reported that 40 to 50 percent of marriages in the United States end in divorce. That’s a sobering statistic. That rate is nearly unchanged regardless of a couple’s faith…
CPI2 min read
Technology
You’ve been told that blockchain technology is a synonym for Bitcoin and other cryptocurrencies; that it’s a dark web thing that produced the nefarious Silk Road. Equating anything blockchain to the…
CPI2 min read
F&I
It’s the F&I office where new and used vehicle sales become profitable, according to 2017 NADA Data. In fact, net profit on new vehicles continues to drop with a net loss of $421 per vehicle on…
CPI2 min read
Service Drive
The service industry is extremely fickle, and retaining your current clients is as difficult as earning new customers. What is it the competition, the automotive aftermarket service industry, does so…
CPI2 min read
Technology
We’ve brought you the idea of implementing technology clinics in your dealership, and we’ve explored how to put one on successfully. This time, the focus is on WHY putting on a technology clinic is…
Ted Ings1 min read