Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
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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
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
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
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
Service Drive
It wasn't that long ago that the Automotive Industry underwent and survived a crisis. I believe we will be facing similar challenges if we don't re-wire the way we think and how we approach the…
CPI5 min read
People
Although the auto Industry is slowly moving away from attracting and hiring the typical 'car guy', and towards more customer service-focused employees, including women, the change isn't happening fast…
CPI2 min read
People
Creating a female-friendly atmosphere may seem like an obvious solution to making your female customer base feel comfortable in your dealership. However, it’s usually the most overlooked opportunity…
CPI2 min read
People
Let’s talk about the importance of building real relationships with your female consumers. Building trust with your female consumer base is essential when it comes to referrals and their desire to…
CPI2 min read
People
It’s a new series from customer experience expert, Katie Mares. In this five-part series, Katie gives tips on how to tailor the in-dealership experience to the real decision-makers in automotive…
CPI3 min read
People
Editor's note: This is the second in a series, entitled "The Decision Maker." Without a thorough understanding of the female consumer, you won't be able to personalize and tailor the experience you…
CPI2 min read