Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
327 articles
Leadership
You have to read to succeed. There are no if’s but’s or maybe’s about it. Reading is one of the key components to succeeding, and what better time to flex your brain muscles than during the long cold…
Ted Ings5 min read
Sales
Cox Automotive recently measured emotional responses from car shoppers going through the purchasing process from start to finish. They noted that customers experienced emotional highs when dealing…
CPI2 min read
Sales
Part II - Making your "Evidence Manual" come alive! Imagine this ... you get back from your demonstration drive. Your customer is excited about getting their new vehicle. Your manager sends you back…
CPI4 min read
Service Drive
There's a science of storytelling. You might wonder how exactly stories apply to the retail automotive selling process. How can storytelling improve your service department hours per R.O.? A…
CPI3 min read
Customer Experience
Every spring, J.D. Power ranks manufacturers based on dealership customer service index survey scores. These scores are indicative of the service customers receive in the dealership. While it doesn’t…
CPI2 min read
BDC and Marketing
A recent study of the car buyer’s journey shows that 88 percent of car shoppers use the internet for their research. On average, a car shopper will spend nearly nine hours looking at various websites…
CPI2 min read
Sales
Look all over the Internet, Quora, Google, and online car market forums, and you’ll find a common question everywhere. “How much does a car salesperson earn per deal?” Answers vary from a set salary…
CPI2 min read
Service Drive
There are days you just don’t want to do anything. You’d rather ignore the ringing phone, the emails stacking up, and the customers who want your time. Or, you might be stuck in a rut, working hard to…
CPI2 min read
People
If hiring were easy our industry would be able to retain its talent and we would all be on top of our game. However, the truth is that hiring is not easy in the auto industry, noting that our industry…
CPI6 min read
F&I
Reducing Exposure By Building Strong Dealer Relationships The Center for Performance Improvement offers an accelerated two-day course* that provides Bank and Lender Analysts, as well as their Regional…
CPI1 min read
Service Drive
The difference is vast. Service customers who have had their vehicle concerns fixed on the first visit have glowing CSI scores for the dealership. Those who haven’t had their car’s problem fixed on…
CPI2 min read
Service Drive
The demand for automotive service technicians is greater than ever. According to a new report from the TechForce Foundation, the shortage of automotive technicians is much more severe than previously…
CPI2 min read
Service Drive
The average maintenance and repair costs for a three-year-old vehicle is $1186, according to a recent AAA study. That number is well-known, and car buyers and owners expect there will be upkeep costs…
CPI1 min read
People
I recently wrote an article called Lexus Plus- Failure to launch? In this article, I questioned the program that Lexus launched two years ago yet has only had 13 dealerships sign up for and…
Katie Mares7 min read
People
A customer’s favorite pick up line is…wait for it…"hello!" And if you can use their name in that same moment, you say hello you have their undivided attention! In a study I conducted, I surveyed…
Katie Mares4 min read
People
By Mia Bevacqua - 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…
CPI4 min read
Service Drive
Large dealer groups and small dealerships alike require fixed operations training on a regular basis. But with many training companies out there, it isn’t always easy to choose the right one for your…
CPI2 min read
People
Retailers and automakers are slowly making the switch to one price sales models with the goal to make the car shopping experience more comfortable, more streamlined, and efficient. But what does that…
Katie Mares6 min read
People
According to CDK Global it is 5% easier to sell to existing customers rather than gain new customers, and it can cost 6-7 times more to attract a new customer than keep an existing one. It is your…
Katie Mares5 min read
Service Drive
If you’re the average American, you’ll identify with the feeling of always being in a hurry. There’s always somewhere you need to be, something to do, and there’s no time to wait. The feeling is so…
CPI2 min read
People
Gender defines the way a message is perceived; from sales and service interactions, marketing, and BDC scripting. All of these messages, moments, and service interactions sum up how your customers…
CPI5 min read
Technology
If you cringe every time a hybrid pulls onto the service drive, you’re not alone. Although these vehicles are everywhere nowadays, they’re still a mystery to most service advisors. The good news is…
Ted Ings4 min read
People
Women not only hold the veto vote in the majority of household purchases (including vehicles), they also hold the power to make or break a very lucrative referral and loyalty stream. I have mentioned…
Katie Mares4 min read
BDC and Marketing
It’s never too late to embrace something that works. A Rosenberg, Texas Kia dealer, Virgil Skinner, had used his personal Facebook profile to connect with customers. But when he created a Facebook…
CPI1 min read