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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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guy making calls

At its core, sales is a numbers game. It always has been and always will be. If you’re selling the same product that others are selling, you can only expect to close a percentage of customers that come into your store. In our industry, top performers close 50 to 60 percent of their appointments.

Therefore, logic dictates the only way to increase sales is to make more appointments. We all know you can’t rely on “ups” alone. So, how do you get more appointments? It’s pretty simple. You make more phone calls.

The person who makes the most phone calls makes the most connections. Those who make the most connections, make the most appointments and ultimately close the most sales. Makes sense, doesn’t it?

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If you haven’t cleaned your Automotive CRM customer database recently, it could be costing you as much as 12% in lost revenue according to a recent Experian study. With automotive consumers increasing demand for faster, more convenient car buying and servicing experiences, dealers are turning to new digital technologies which all gather more customer data from online sources.

That’s great news for the industry, right? But with the increased power of technology comes the increased responsibility for dealers to maintain accurate customer data or risk squandering precious advertising and operating dollars.

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