customer service

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(…)






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(…)






Selling Cars Online or Offline: Not Everyone Wants to Buy Their Next Car Online






  Be prepared to be shocked, but not everyone wants to buy their next car online. Not even close. While there are certainly consumers who will fully buy new and used vehicles online today, they likely represent no more than five to seven percent of total buyers. This means they’re still an important group to(…)






Selling Cars Online or Offline: It’s All About A Great Experience!






  (This is the first article in a multi-post series.) Throughout this series we’re going to explore how top dealers are successfully selling cars today: the way their customers want to buy. In the process, they’re creating great buying experiences that lead to higher grosses and real market share growth. Moreover, they’re leveraging these great(…)






Messenger: Not Just For Facebook Anymore!






  For car dealers interested in connecting with potential buyers, Facebook Messenger has a clear advantage over every other form of communication: When a prospect connects with you or asks you a question via Messenger, you can immediately gather all of the public information they’ve included in their Facebook profile.  For all Facebook users, this(…)






United Breaks Humans






Lots of you, whether you are a frequent flier or involved somehow in digital marketing and reputation management, are aware that United Breaks Guitars. That is, you’ve viewed the nearly 8-year old music video written, performed and produced by a band that claims they watched as United Airlines’ employees carelessly flung their guitars around the(…)






Why Carvana Will Fail (and How They Might Succeed)






  (This is an updated and edited version of my two-part series originally posted on the 3 Birds Marketing blog.) Before we dive into why Carvana will fail (and how it might succeed), I want to make sure we’re all up to speed on the used car market, in general. Unless you just don’t pay(…)






Chatbots are Here, They’re Necessary, and They’re Surprisingly Inexpensive






  …oh, and for car dealers, chatbots are moving metal! Time for some quick level-setting with the car dealer readers out there: Facebook is not going away; Most of your customers are already there; Your kitten pictures and inventory vomits aren’t being read; and Facebook Ads work, but you need to start communicating with these(…)






Hey Car Dealer: Stop Letting Carvana (and Everyone Else) Define You!






Hey Car Dealer: Stop Letting Carvana (and Everyone Else) Define You!  If you believe the corporate manifestos and marketing pitches of every automotive retail-related startup for the last twenty years, then you’d think America’s car dealerships are staffed by a bunch of puppy-kicking thieves providing zero value as they work overtime to deliver the absolute(…)






The Customer Experience Series: The 7 Traits of a Great CSR






  Wait, what’s a CSR again? CSR stands for Customer Service Representative. For some of you this might mean anyone who answers your phones. It might also mean everyone on your sales team. You see, any employee or manager on your frontlines should be solving customer service issues; and anyone who should be solving customer(…)






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