When I’m not conducting a seminar or at a dealership closing deals, I call at least 20-30 new car dealerships every day.  I am astounded how most dealerships answer the phone.

Sorry to go on a rant here, but it seems a warm, courteous and positively infectious greeting and routing of a phone call  is too much to ask for.  More often than not, I get a receptionist who seems “inconvenienced” by having to answer the phone or (even worse), I get the automated “Press 1 for…” greeting.  Not a big fan of the computerized receptionist.  They’re cheap and never call in sick, but there are too many down sides.

Automated greetings are fine for overflow, but a machine left to handle the dealership’s only chance for a first impression does not leave me with the warm and fuzzy feeling that would make me want to drive across town to buy a car.  Neither does a receptionist who seems hurried or bothered by having to stop that game of Solitaire to answer what is a very important call. Read more…

For Managers, The Business Apathy, CSI, customer service, dealership receptionist, phone skills

Do customers at your dealership hallucinate?  Please don’t misunderstand, I’m not implying your customers are on on drugs (but some are!).  Merriam-Webster dictionary says to hallucinate means “to affect with visions or imaginary perceptions”.  I’m not sure about your customers, but it’s a very accurate description of what my customers do when placing a value on their trade-in vehicles! Read more…

For Salespeople car business, CSI, dealership, down payment, fear, gross profits, hallucinations, negotiate, salespeople, trade, trade appraisal, trade evaluation sheet, trade-in, video

Steps to success

Most people would tell you life is hard enough without adding extra “steps”.  If you have been in the car business for more than 30 minutes, you’ve heard someone say that you must follow the Steps to a Sale.  Aside from following dealership policy (“do it because I said so”), most sales professionals don’t really know why they should follow certain “steps”. 

Do any of these scenarios sound familiar?

• When things get busy, you might skip steps so you can keep pace…
• When things are slow, you might skip steps with a certain customer, so you can get back on the floor and find a “real” customer…. Read more…

Sales Process building value, CSI, customer service, Demonstration Drive, Employee Pricing, perceived value, Sales Process, satisfaction survey, Service Walk, steps to a sale, Vehicle Published Price