customer satisfaction

Selling Cars Online or Offline: The Building Blocks for Great Sales Processes






  Instead of being an 11- or 12-part, 3+ hour ordeal where your salespeople treat the prospects like suspects, the best road-to-the sale is actually controlled buying process: Controlled, in that your salespeople must remain fully in control throughout; Buying, in that the customer must feel like they’re buying, not being sold; and Process, in(…)






Are Your Appointments Showing and Closing at 80% or Better?






  Did you know that some of the nation’s best dealers have been closing their appointments that show at better than 80% for years? It’s true. Moreover, it’s actually not that hard to do – provided those at the top of your organization are truly committed to implementing a simple, repeatable process that works. The(…)






Sorry to Burst Your Bubble, But Netflix Did Kill Blockbuster






There’s a strangely popular and wholly inaccurate post going around LinkedIn and other social media that generates tons of likes and shares – this, despite the post’s complete break from reality. I suppose it’s liked so much because it attempts to equate the demise of every industry to bad customer service and not technology; even when(…)






Selling Cars Online or Offline: The Common Denominators of a Great Experience






  The good news about trying to create a great car buying experience is that there are similarities among all great dealership experiences that can be studied and adopted. Understanding what these are and why they make for a great buying experience allows you to easily include them in all of your store’s sales processes.(…)






Selling Cars Online or Offline: What Should Our Tablet Process Look Like?






  Tablets, as I wrote in the previous post in this series, can help your sales team stay on track with a great process – one that also happens to provide a great buying experience for the customer. The right tablet (or kiosk) software, configured correctly, simply won’t allow your team to merely “check boxes”(…)






How to be the Best DMV Clerk Ever!






  How to be the Best DMV Clerk Ever! Looking for advice on how to be a good person – one that others will want to do business with – despite dealing with the dumbest people on the planet all day? Hoping to garner some knowledge about treating others with dignity even when you hold(…)






Selling Cars Online or Offline: How Do We Get From Here to There?






  If you’re indeed ready to create a great buying experience in your dealership, you’re probably wondering what steps you need to take to make this happen. That’s understandable, because although you agree change is necessary, we all know that change (especially in automotive retail) can be disruptive. Therefore, your goal should be to figure(…)






Selling Cars Online or Offline: DIY F&I? WTH?






  Today’s old car dogs will surely react with utter disdain and perhaps even great vengeance and furious anger when they read that I not only believe Do-It-Yourself F&I is the future, but that dealers who fail to embrace this trend will find themselves struggling to create a buying experience that customers love (and are(…)






Selling Cars Online or Offline: Let’s Remove (Not Reduce) The Friction






  Newsflash: Regardless of what you and your team believe, customers perceive multiple points of friction in the car buying process. Friction, by the way, that has today’s buyer seeking ways to avoid the dealership experience while working overtime to ensure you make no money on their deal. Given this, how your customers view your(…)






Selling Cars Online or Offline: What Does an Efficient Road-to-the-Sale Look Like?






  Before we look at an efficient road-to-the-sale (RTTS), let’s talk about what’s wrong with the traditional variety: It takes too long. It repeats steps. It lacks transparency. Your Road-to-the-Sale Takes Too Long Even dealers who feel like they’ve squeezed out all of the unnecessary steps in their RTTS, still spend more than three hours(…)






Solve Dealership Turnover Issues and Everything Else is a Cakewalk






  Quick… make a list of the top five issues that are negatively impacting your dealership’s profitability that also have little to do with sales team turnover. If you’re like many of the dealers I’ve spoken with over the last year, your list probably contains items like these: Mediocre Online Reputation/CSI Higher Discounting/Lower Grosses Flattening(…)






Selling Cars Online or Offline: The “Traditional” Up






  The buyer we’re most familiar with is often called the “Traditional” Up. I put “Traditional” in quotes because today’s Up is anything but traditional. As we see in the data, today’s Up (unlike the Up from just a few years ago) absolutely knows what they and they have a really good idea what they’re(…)






The Secrets to Growing Your Website’s Leads, Calls & Sales: Parasites to Add Today!






  Besides the “must haves” of online chat and instant retargeting parasites (which we’ve already discussed in detail) and the “should have” pop-ups, there are a few others that I highly recommend you add to your website sooner rather than later; as delaying their installation is just costing you sales. Trade Appraisal Applications Getting the(…)






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