car dealer - Blog - Automotive Internet Sales - BDC - Free Training Resources2024-03-28T13:20:06Zhttps://automotiveinternetsales.com/profiles/blogs/feed/tag/car%2BdealerHumanize Your CRM: Winning and Keeping Clientshttps://automotiveinternetsales.com/profiles/blogs/humanize-your-crm-winning-and-keeping-clients2018-11-27T20:57:51.000Z2018-11-27T20:57:51.000ZSean V. Bradleyhttps://automotiveinternetsales.com/members/SeanVBradley<div><img src="https://storage.ning.com/topology/rest/1.0/file/get/145134307?profile=RESIZE_400x&width=400"></div><div><p><span style="font-weight: 400;">Every dealership has a script: a preconfigured, tried-and-true reel of company footage and the same tagline plastered onto each commercial. “President’s Day Sale”, “End of Year Clearance Event”, ad nauseam until the script can be recited by anyone within earshot. And then you forget about that dealership until the next holiday.</span></p>
<p><span style="font-weight: 400;">Welcome to 21st-century advertising in the automotive industry. It’s been Groundhog Day for what feels like decades. Floor and phone sales still dominate much of the market, and the interaction between dealers and customers after purchase is nonexistent. When 92-99 percent of your audience would rather engage with the online market than talk to sales professionals, you’ll find a distinct void sucking up sales within the industry. Impersonal commercials and greeting cards won’t bring kindle to that fire.</span></p>
<p><span style="font-weight: 400;">This has partially to do with a complete absence of strategy. Inconsistent communication and a general lack of aggression in driving sales put otherwise prominent dealerships behind the Eight-Ball. Our own LA Williams, known for igniting latent talent in sales professionals, once ran a “Power Hour” exercise to see just how motivated he could get his clients to be. Tactfully, however, he wasn’t measuring the top performers; instead, he chose to focus on the lowest scorers. They resulted in an average of 37 calls in an hour’s time. That’s 37 ways a dealership could capitalize on Internet phone sales but weren’t. That foundation needs to be cemented into the minds of each and every sales professional.</span></p>
<p><span style="font-weight: 400;">“But not everyone is going to answer their phones”, you might argue. And that’s a valid point. Have you asked your sales professionals how else they’ve contacted potential leads? If they’re flexing all of their talents behind phone calls, they’ve already lost. Emails, however, begin the building process for developing leads into customers. But email alone is one aspect to taking charge of your leads. A coalition of sales professionals and managers should take charge of these leads. You should know the strengths of your team better than anyone. If you’re the best phone sales professional in the office, get your coordinators involved in the email process. What seems like a wasted resource is actually an interpersonal attempt at engaging with buyers, inquiring with different perspectives.</span></p>
<p><span style="font-weight: 400;">Then go beyond that. Don’t just call a customer or a lead: video chat them. Get them into your lot without visiting it. Let them see the face behind the phone call or the email. Reassure your audience. Offer them live advice that gets them to stay engaged. We live in a society of instant gratification, and by providing the knowledge at their convenience wins over potential buyers that would otherwise block a cold call.</span></p>
<p><span style="font-weight: 400;">Just getting leads to your dealership isn’t enough. You need to keep winning them over. Customers deserve to feel like you’ve earned their trust. Something as simple as a video message wishing them a happy birthday or a festive video wishing them well during the holidays keeps the dealership in the back of their minds as a friendly and trusted source. There may be hiccups along the way, and potential clientele might take to the Internet to vent their frustrations or offer criticism. That’s why it’s vital to address these concerns. Don’t just apologize for the poor experience; learn from it, make it a priority to root out the issue and address how best to rectify it. Contact these people and understand where you lost their trust. Try to earn it back, and don’t burn the bridge. Every lead was worth the effort, and it’s vital to retain a positive standing with your clients. Be transparent in your approach to making their experience better than the last dealer.  Do everything in your power to “suck less than the other dealers”.</span></p>
<p><span style="font-weight: 400;">There’s a sense of “set it and forget it” that has plagued the way dealerships market themselves. It’s easy to insert the strategies that have worked decades ago to chase leads. That doesn’t help the ship without a captain. Steering a ship without a course makes your strategies lost at sea. Guiding your customers beyond the initial journey offers gives them a reason to sail with you over and over. It’s vital to make your CRM an ongoing experience to make leads and clients remember you. Otherwise, you’ll end up another regurgitated commercial during holiday weekends.</span></p>
</div>Be the Disruptor of Your Industryhttps://automotiveinternetsales.com/profiles/blogs/be-the-disruptor-of-your-industry2018-11-27T20:41:13.000Z2018-11-27T20:41:13.000ZSean V. Bradleyhttps://automotiveinternetsales.com/members/SeanVBradley<div><img src="https://storage.ning.com/topology/rest/1.0/file/get/145011473?profile=RESIZE_400x&width=400"></div><div><p><span style="font-weight: 400;">Bring up Blockbuster or Toys R’ Us in conversation, and you can immediately evoke a sense of nostalgia. These companies were iconic, almost unbreakable brands that were ingrained into our culture. That was twenty years ago, when innovation in the industry was what exclusives you offered in a brick-and-mortar storefront. They couldn’t have possibly predicted the meteoric rise of Amazon and Netflix. These “disruptors” foresaw the changes in the market and rode the tide to their unprecedented successes. That’s because they learned that following new trends in the market was vital in the decade where we went from computers to computers embedded in our cell phones.</span></p>
<p><span style="font-weight: 400;">This level of innovation has cast a shadow over the automotive industry, still relying on age-old practices that predate the Blockbusters of the world. Dealerships have failed to seize opportunities that could lead them to the forefront of the industry. Does the future lack a sense of direction for dealers, or is the future of marketing already laid out before us?</span></p>
<p><span style="font-weight: 400;">If the automotive industry is going to survive the rise of platforms like CarVana’s and Cars.com, they need to find the same successes that brought Amazon and Netflix into our homes. That starts with “disrupting” the competition. Dealerships need to be proactive responders to market trends, finding success in social media campaigns and innovating new ways to engage customers.</span></p>
<p><span style="font-weight: 400;">That can be as simple as video calls to consumers, engaging with them as if they were already at the dealership. This personal level of intercommunication means that salespeople can walk the lot with customers at their convenience, and see their vehicles in perspective. Videos also bring immediate benefits to advertising and marketing teams. Changing strategies by personal engagement with customers, potential and current, means that dealers can keep in constant contact with leads. Even something as simple as a “Happy Birthday” video from the dealership continues conversations with customers.</span></p>
<p><span style="font-weight: 400;">Creating content on a daily basis is another way to innovate the industry. This could come in the form of videos showcasing new cars or vlogs offering a transparent look into the dealership. This shares with the customer that you are actively seeking ways to engage with your audience. Rather than put an ad on television, email your customers with enticing offers. Instead of cold calls, share a video on social media showcasing your dealership or your salespeople. Customers are attracted to faces and personalities, and keeping constant updates on your organizations lets your potential clients know that you’re confident about your organization.</span></p>
<p><span style="font-weight: 400;">Speaking on behalf of salespeople, branding your employees through social media offers an individual way to tap into your organization without intimidating customers. Let your salespeople have their own FaceBook or Instagram accounts, keeping contact with customers to reassure them that they have an ally within your organization.</span></p>
<p><span style="font-weight: 400;">Being an active participant on social media goes beyond these platforms. Job recruitment sites and Google reviews keep you engaged with your audience. Directors and managers should take charge, but allow other leaders within your organization to tackle these responsibilities. Show your audience that you are quick to respond to their needs, and that customer service goes beyond the dealership. This allows organizations to see where they stand with customer relations and have an active way to improve their standing with customers.</span></p>
<p><span style="font-weight: 400;">New companies offer instant gratification with their purchases, including new players within the automotive industry. A dealership doesn’t need to lose ground because these companies can thrive online: it simply means that dealerships can take an active role in an ever-changing market. There may come a time where brick-and-mortar dealers lose to the convenience of CarVana or Cars.com, but if organizations ensure that they are keeping up with these trends, they have a real shot at maintaining a competitive edge that extends well into the next technological wave. Personality, active engagement and constant contact can make dealerships feel a part of the 21st century.</span></p>
</div>Dealership Consultinghttps://automotiveinternetsales.com/profiles/blogs/dealership-consulting2016-07-19T13:42:29.000Z2016-07-19T13:42:29.000ZMaria Smithhttps://automotiveinternetsales.com/members/MariaSmith<div><p><a href="http://storage.ning.com/topology/rest/1.0/file/get/1475268?profile=original" target="_self"><img src="http://storage.ning.com/topology/rest/1.0/file/get/1475268?profile=original" width="267" class="align-left" height="272"></a></p>
<p class="Textbody" align="center" style="text-align: left;">To stand above competitors, to perform position above industry benchmarks & to make people use services of the dealership, every owner has to think about variety of stuff: inventory management, sales processes, finance area, personnel management etc. And here is when every dealership faces the question: manage all the aspects by themselves or hire consultants for help? There are a lot of discussions on this matter. But it's always better to trust the deal to professionals.</p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">Consultants can help dealerships to increase productivity, provide optimized solutions & add value to the company. There exist a lot of areas where dealerships can benefit from hiring consultants. Take a look at the examples:</span></p>
<p class="Textbody" style="text-align: left;"><i><span lang="EN-US" xml:lang="EN-US">- <strong>Automotive market analysis & statistics</strong>.</span></i> <span lang="EN-US" xml:lang="EN-US">Knowing your market, analysing data & statistics play is a key role in adjusting with ever changing market and advertising strategies. Consultants can advise you on how to better utilize new trends, review marketing budget & define dealership strategy and structure according to market direction.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">- <i><strong>Sales Management</strong>.</i> Sales area is the pulse of any dealership. To increase closing ratio consultants can help with developing lasting relationships with your customers, increase not only the quality, but the quantity of generated leads.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">- <i><strong>Personnel Management</strong>.</i> People are one of the most valuable assets in every company. Consultants can provide effective training programs for employees as well as innovative tools to increase not only customer satisfaction index, but employee satisfaction index too.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">- <i><strong>Marketing</strong>.</i> By knowing your target audience & advertising on all suitable marketplaces, dealership ensures that they don't just spend money on ads without results. Consultants can help you with getting maximum from your advertising dollars.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">- <strong><i>Inventory Management</i></strong>. If dealership doesn't have well-established procedures, it could cost thousands of dollars per month. Consultants will examine current inventory situation & resolve every issue without dumping a huge loss.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">- And much more.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">If you have decided to try & contact <a rel="nofollow" href="https://www.autoxloo.com/services/dealership-consulting.html?utm_source=http%3A%2F%2Fautomotiveinternetsales.com%2F&utm_medium=article&utm_campaign=autoxloo" target="_blank">dealership consulting</a> firm, here are some of usual consultant's work steps to help you understand the process:</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">1) Establish goals of the company. Consultants meet with the dealership representative & find out assuming areas for necessary change & improvements required from the client's point of view.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">2) Evaluation. Consultants look on general company processes, day-to-day operations of the dealership, observe management team, sales team or any other required team at work, staff performance, make financial & data analysis across multiple departments within your dealership etc.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">3) Develop action plan. After reviewing all dealership's aspects consultants create a plan to fix what is not working, using the best practices & find opportunities that were not detected by owners.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">4) Review. Consultants meet the dealership representative & provide them with written report. Together they develop implementation plan & realise it.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">5) Follow up. Consultants are available for follow up contacts and visits if required.</span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US"> </span></p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">Of course, these steps can be changed a bit in each case, there can be less or more procedures but in general all consultants work in a similar way. It's better to make a profound research before you make a decision to work with a particular dealership consulting company. Some consultants have never worked in an automotive dealership & they may not align with the specific needs of dealer’s operations. Find a firm that will focus on your unique challenges in automotive industry.</span> </p>
<p class="Textbody" style="text-align: left;"><span lang="EN-US" xml:lang="EN-US">It's up to every dealership to decide whether to face market fluctuation by their own or to find consultants who will engage dealership in developing solutions, that probably won't even on dealership's radar before. </span></p>
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<h2 style="text-align: left;"><span lang="EN-US" xml:lang="EN-US"> </span></h2></div>Make Money Mondays with Sean V. Bradley - "What If I'm A Veteran In A Slump"https://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-what-if-i-m-a-veteran-in-a2016-04-25T13:02:55.000Z2016-04-25T13:02:55.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/Fl3nLzBzKcc" frameborder="0" allowfullscreen=""></iframe></p>
</div>Make Money Mondays With Sean V. Bradley - "What If I Get Sick?"https://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-what-if-i-get-sick2016-04-18T12:36:31.000Z2016-04-18T12:36:31.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/WGcag-vuHuM" frameborder="0" allowfullscreen=""></iframe></p>
</div>Make Money Mondays With Sean V. Bradley - Product Knowledgehttps://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-product-knowledge2016-04-12T13:30:56.000Z2016-04-12T13:30:56.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/afOYUvS0BMI" frameborder="0" allowfullscreen=""></iframe></p>
</div>Make Money Mondays With Sean V. Bradley - Develop A Pipelinehttps://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-develop-a-pipeline2016-03-21T13:17:52.000Z2016-03-21T13:17:52.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/Wajy61g67is" frameborder="0" allowfullscreen=""></iframe></p>
</div>Make Money Mondays With Sean V. Bradley - Using Spokeohttps://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-using-spokeo2016-02-22T13:35:00.000Z2016-02-22T13:35:00.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/GlNlB-mrF9k" frameborder="0" allowfullscreen=""></iframe></p>
</div>Make Money Mondays With Sean V. Bradley - Using Your Value Packages to Optimize Your Websitehttps://automotiveinternetsales.com/profiles/blogs/make-money-mondays-with-sean-v-bradley-using-your-value-packages-2016-02-15T13:58:06.000Z2016-02-15T13:58:06.000ZElizabeth A. Millerhttps://automotiveinternetsales.com/members/ElizabethAMiller<div><p><iframe width="560" height="315" src="https://www.youtube.com/embed/pA_ZSthpcw4" frameborder="0" allowfullscreen=""></iframe></p>
</div>Why Auto Dealers Need to Avoid Claims at All Costshttps://automotiveinternetsales.com/profiles/blogs/why-auto-dealers-need-to-avoid-claims-at-all-costs2014-09-25T10:05:12.000Z2014-09-25T10:05:12.000ZVictor Lancehttps://automotiveinternetsales.com/members/VictorLance<div><p><a href="http://commons.wikimedia.org/wiki/File:Claim_logo.svg" target="blank"><img src="http://storage.ning.com/topology/rest/1.0/file/get/1474739?profile=original" width="580" class="align-full"></a></p>
<p lang="zxx" xml:lang="zxx">Every year there are numerous cases of claims being filed against various businesses, and car dealerships are no exceptions. With the unprecedented number of recalls by major automakers this year, it won't be any surprise if more disgruntled consumers file claims than usual, even though it's not the dealerships' fault.</p>
<p lang="zxx" xml:lang="zxx">You may be an honest dealer and give your best in everything you do, but that does not mean you are immune to claims. Even if all of your business practices are spotless, it is still wise to avoid claims at all costs, even those you think you might win. Here are just a few reasons in support of this claim (pun intended).</p>
<p lang="en-US" xml:lang="en-US"><strong>#1 Disputing a Claim Will Cost You Money, Time and Stress</strong></p>
<p lang="en-US" xml:lang="en-US">Let's start with the very obvious. A lot of people consider lawsuits only as a last resort, because lawsuits are known to be very costly. Sometimes, the final bill's a lot bigger than you might have imagined, even if you win. In the worst case scenario -- i.e. if you lose -- the trial alone might cost you more than the original settlement. In some cases, you may even be mandated to pay the legal fees of the claimant.</p>
<p lang="en-US" xml:lang="en-US">If you decide to go to court, be prepared to dedicate hours and hours on end preparing for your case, getting documentation in order, talking to lawyers, etc. And all this will come on top of your regular workload, so before you rush into defending a claim, think about whether it will be worth the stress and the risk.</p>
<p lang="en-US" xml:lang="en-US"><strong>#2 You May Lose Your License</strong></p>
<p lang="en-US" xml:lang="en-US"><img class="alignright" src="https://farm3.staticflickr.com/2546/3758395500_ac6ffe14b9_z.jpg" alt="JUL262009" width="225" height="173"></p>
<p lang="en-US" xml:lang="en-US">Each year, when you file your application to have your licensed renewed, you are also applying for а <a rel="nofollow" href="http://www.suretybonds.org/auto-dealer-bonds">new auto dealer bond</a>. When the surety underwriting the bond reviews your application, one of the things that will most strongly affect your likelihood of getting bonded will be whether or not you have claims in your history.</p>
<p lang="en-US" xml:lang="en-US">Even if you paid off previous claims and the case is over, the fact that you once triggered a claim will be seen by the surety as an increased risk that you might do it again. Don't forget that sureties vouch for your work when underwriting the bond, and are also financially responsible in case of a claim. And remember: without a bond you are not a licensed dealer.</p>
<p lang="en-US" xml:lang="en-US"><strong>#3 A Claim Will Damage Your Reputation</strong></p>
<p lang="en-US" xml:lang="en-US">We live in an era when, <a rel="nofollow" href="http://ssl.gstatic.com/think/docs/digital-drives-auto-shopping_research-studies.pdf" target="_blank">Google Think Insights</a> shares, 95 percent of car shoppers use the internet as part of the shopping process, and <a rel="nofollow" href="http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve-a-customer-service-issue-than-the-resolution-38756" target="_blank">90 percent of them are influenced by online reviews</a>. Regardless of whether you sell cars online or not, you need to encourage good word of mouth, since word of mouth spreads faster than ever these days, thanks to online review websites.</p>
<p lang="en-US" xml:lang="en-US">Having a history of claims, or even just one, will not only affect your reputation in front of surety bonds companies, but it can effectively destroy your online reputation if the claimant is emotional and decides to "get back" at you.</p>
<p><strong>#4 A Claim Might Hurt Your Long-Term Relationships</strong></p>
<p><a rel="nofollow" title="Handshake - 2 men by Flazingo Photos, on Flickr" href="https://www.flickr.com/photos/124247024@N07/13903385550"><img class="alignright" src="https://farm6.staticflickr.com/5198/13903385550_39f7316982_m.jpg" alt="Handshake - 2 men" width="240" height="160"></a></p>
<p lang="en-US" xml:lang="en-US">It's common sense among car salesmen that they shouldn't try to treat every sale as if it is their last -- i.e. there's not point in trying to sell a vehicle at all costs. A customer might cave in, but later regret the purchase and never seek your services again. Long-term this is costlier, as dealerships actually make more money from services and repairs than from sales of vehicles. That's why it is important to keep a good standing with your customers as much as possible.</p>
<p lang="en-US" xml:lang="en-US">Imagine you are having a dispute with a customer who has used your services a few times already, or one you were hoping to turn into a loyal customer. Even if you think you have every chance of winning in court, you might still want to seek out a settlement and leave the customer happy, rather than win the battle, but lose the war.</p>
<p lang="en-US" xml:lang="en-US"><b>Conclusion</b></p>
<p lang="en-US" xml:lang="en-US">Keep in mind that a dispute with a customer is not the only situation that may lead to a claim. A claim can also be filed by the state or federal government for violations like breaking your surety bond agreement, the <a rel="nofollow" href="http://www.suretybonds.org/blog/car-dealers-federal-lemon-law" target="_blank">Lemon Law</a> or FTC regulations. So take the extra time to familiarize yourself with these important regulations, to further protect yourselves from claims<strong>.</strong> This pays back significantly in the long run.</p>
<p lang="en-US" xml:lang="en-US"><em><strong>Have you had to settle a dispute or a claim with a customer or government body? How did it go? Please share your experience in the comment section below.</strong></em></p></div>