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5 of the Most Popular Topics in Automotive Retail in 2018

As we prepare to usher in 2019, the ELEAD team is feeling grateful for the opportunity to serve our incredible dealer customers, partners and friends. Throughout the year, we continuously learn from the automotive community and its best and brightest dealers, and sharing those tips to help you succeed is one of the best parts of what we do.

In that spirit, we’ve gathered the highlights of what we learned this year and curated a list of our most popular content in 2018 to share with you as you reflect on 2018 and prepare for the New Year.

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When a customer leaves the lot without purchasing a vehicle, there’s a good chance he or she will never be back. A few may return, but most won’t. Does that mean you should never follow up with customers? Obviously not!

The follow-up call is critical and can absolutely save a deal. Even if only one out of ten customers comes back to the store and buys from you, it’s worth your time.

Unfortunately, many salespeople aren’t trained how to make effective follow up calls. I understand that when you call or text a customer, and they completely ignore you, it can be disheartening. But ask yourself honestly, are you giving them a reason to return your voice mail or text?

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The Three-Part Growth Equation to Their Success 

This article was originally published in Dealer Service Magazine

In November 2017, New Smyrna CJD moved into a brand new facility in New Smyrna Beach, FL. Built with the service customer experience in mind, the design is in stark contrast to the store’s old facility — and most other dealerships — which were built to optimize sales.

Before the move, General Manager Jack Holcomb identified service as one of the areas with the most potential for revenue growth. “My goal moving into this store was to double my service revenue,” he said. Read More

Let’s face it, sales training is usually boring for everyone involved – but it doesn’t have to be. If your regularly-scheduled sales meetings are starting to feel repetitive, it’s time to think outside the box and focus on up-skilling your team.

Without ongoing training and coaching, any team’s sales skills begin to stagnate. Seasoned reps might find themselves in a rut, focusing on the next number and the same tried and true tactics (that don’t work well, to begin with). Newer members of the team might struggle to pick up sales methods or processes, and subsequently, fail to stay on pace.

One of the easiest ways to provide ongoing training is to coach your team and help them focus on the big picture. We’ve identified coaching ideas that you can incorporate into your sales meetings to boost performance and have included a playable video link on the topic from industry veteran Bill Wittenmyer that you can share with your team.

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Recently I was waiting in line at an airport, along with hundreds of other travelers. A couple appeared out of nowhere, shoving their way to the front of the line and complaining loudly as if they were the only people affected by the long wait. When another traveler told them to get in line, the pair acted shocked, as if they had never seen all of us standing there.

I call this syndrome “Only Person in the World” disease, and unfortunately, it seems to be spreading in our society.

Apparently, this disease gives people the ability to block out the existence of everyone around them as they travel around in little bubbles of self-absorption. The scary part is, most people with the disease don’t even realize they have it! Read More

Customer Expectations and the Crazy professor

One of my college professors was famous for a crazy stunt that he pulled every semester. On the first day of class, he would introduce himself, take off his shirt and jump out the window. A few minutes later he returned to the classroom, calmly put on his shirt and asked, “Do I have your attention?”

He certainly did.

It turns out this guy wasn’t crazy at all. Do you know how hard it is to capture the attention of a bunch of jaded students? I would guess it’s almost as difficult as capturing the attention of a bunch of jaded car shoppers.

Many car dealers have mastered the art of getting attention. Think of the inflatable gorillas, wavy tube men and thousands of balloons that adorn lots everywhere. Think of the dealers that don 10-gallon hats and scream at the camera that this is the best deal of all time.

It’s one thing to be able to get attention. But the real question is, once you have that attention, can you deliver an experience that meets customer expectations?

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