Resources for Your Dealership

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Customer Experience

2 Minute Read

The Three 100s

Admit it—you have at least one favorite salesperson that you try to give all your friends and referrals to. Why? Because they follow, to the letter, the processes that you have built over the years through rigorous effort and continuous improvement. Imagine for a moment that your sales customer’s experience is precisely what you have designed for 100% of your customers, 100% of the time, by 100% of your team members.
1 Minute Read

The Dangers of a Great Market

Focus on the Long Term  1. High demand/low availability drives price increases. 2. How we manage those increases determines retention and future market share.Many of us have seen this play before! In the early 80’s, I was a UCM at a Toyota store. For about a year, cars were scarce and mostly sold by order. We took advantage of the demand in ways that cost us 2x in the following market.
2 Minute Read

Learn to Adapt and Thrive in the World of Rapid and Unpredictable Change

The automotive industry has not seen the playing field change this fast and in so many ways since January of 2008. With Covid still in play, we are now seeing a predicted 6+ month period of challenge in new car inventory, and a continued price and availability crisis in used car sales.
1 Minute Read

ZipDeal Chooses EpiAnalytics to Power New & Used Vehicle Delivery System for Auto Dealers

COLUMBUS, OHIO (PRWEB) MARCH 22, 2021 EpiAnalytics, a leader in automotive artificial intelligence, today announced a technology integration partnership with ZipDeal, which offers a streamlined, post-sale, pre-F&I vehicle delivery system for automotive dealers. Through this partnership, ZipDeal has integrated EpiAnalytics’ VINoptions solution with its vehicle and accessories module to help dealers improve revenue streams by enabling sales staff to present more details about vehicle options,...
1 Minute Read

Post-Sale Task Overload Syndrome

Meet Johnny. He's our new salesperson. Johnny used to work at the phone store but now has decided to join the exciting world of retail automotive. He must have thought to himself, “Hey, I can sell cars. Everybody needs cars!” So after learning the preliminary steps to the sale, his sales manager pulls him aside and says, “By the way, once the customer agrees to buy the car, you’ll need to do these 15 things while keeping your new found friends entertained for at least an hour!”
2 Minute Read

Speed, Transparency, and Control

Dealers Need to Provide a Strikingly Different Experience From the Start“Every time we touch a customer, we ought to think about how our decisions impact them,” he said. “At the end of the day, customers want three things; speed, transparency, and control in the process.” Paul Walser, Incoming NADA Chairman
1 Minute Read

Make the Wait Great: Turning the Wait for Settlement from a Profit Leak to a Revenue Generator

After 14 hours of research online and in social circles, after 7 usually painful telephone calls to 7 different dealers designed to rule out all but one, the customer settles on the vehicle model and the dealership they want to buy it from.Next comes what all too often is an almost 4-hour process, gradually taking the customer from exhilaration and euphoria to frustration. And to add to that, most dealerships delay the offering to review additional opportunities to protect their purchase…to...
3 Minute Read

A Customer’s Journey: Purchasing a Vehicle from the Customer’s Point of View

Purchasing a car is an exhilarating experience for the customer. You’ve saved the money, you’ve narrowed down the options, and most likely, you’ve thought about this decision for months before visiting a dealership and making the purchase. 
5 Minute Read

There Is a Storm on the Horizon, How Can Your Dealership Survive It?

A new breed of automotive retailers are entering the marketplace, and there’s a very small window of opportunity for today’s conventional automotive dealer to refit their business to be effective in new era of automotive retailing.
3 Minute Read

Sometimes Sinners Make the Best Preachers

Correcting My Contribution to the Battle Between Buyer and Seller I spent 31 years in automotive retail, in every variable role from used car salesperson to GSM, then GM and Dealer Principal. For most of that time, I was a part of and supported the combative culture the car business created. I was a master of small print. I mislead in my marketing with unattainable prices and payments.