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Great follow up to the Dallas event everyone!  Also great to hear the updates from some of our members, and thank you to everyone that helped me learn last month in at the Internet Sales 20 Group.

I got back to the office and my scatter-brain didn't know what to do first.  I have had the advantage of doing this a few times before with a previous job... ;-)  so we are doing a pretty good job of not making mistakes as we build moving forward.  I find myself continually referring back to my IS20G handbook, and the Thirty-something pages of notes I took in 3 days to help me be thorough in anything we work on improving. 

As Karen and Sean Bradley mentioned on the phone, we have to focus on a few goals, then define a way to get there, then have an action plan to accomplish it.  I am taking the next step now on working on the next 3 action plans to grow the department.  I feel that our team has implemented strategies and process to address our first 3 issues that I deemed urgent at IS20G.  Our most important goal was to get rid of our sub-par rating on all customer review websites NOW, and we did some VERY basic things in just one month to see INSTANT improvement:

- Make colorful flyers and put them at all salespeople's desks, as well as the sales tower.  Have them actively put them in customers hands while delivering their new vehicle.

- Send "Thank you" cards for everyone that purchased and visited the previous day. 

- Conduct "how was your experience" surveys while addressing the "Thank you" cards. 

- Send my flyers for reviews in the "Thank you" cards, especially the customers that I speak to and complete the quick survey

- Take pictures of everyone with thier new vehicles! Ask for permission to use the picture on Facebook and other social media websites..and make it FUN!  Ask the customer to tag themselves, like/share the picture, and be active in your dealership's pages.  Who doesn't like to brag and show-off to everyone when they purchase a new vehicle!?? 

- SPIFF our salespeople on getting reviews, and asking customers to mention thier names.  My personal reward that we came up with here: I buy them a drink! (...no alcohol!  Starbucks, Rockstars and Monsters to keep them alert!!! LOL  "Drink of thier choice" is inexpensive and goes a long way with your sales team!)

The key to implementing successful proceedures is to have everyone embrace the new process, show everyone in your dealerships that it is a positive thing that you are implementing, and most importantly, make sure everyone is AWARE and proactive in sharing with customers.

I did a simple "S.W.O.T." (Strengths, Weaknesses, Opportunities to grow, Threats to hinder us) analysis to see where I was when I flew back to California a month ago, as opposed to where I am at month end.  I can see where I have improved, and where we still have room to implement new strategies to continue to sell more cars, more profitably and more often! 

p.s. Let's get on the phone with our Accountabila-buddies!  Synergize to be more successful...and see you all in L.A. in November!

 

Andy Fedo

Director of Intenet Sales, Lithia Nissan Hyundai of Fresno

afedo3@yahoo.com

 

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Wow! After 48 hours, I believe the jet lag is gone! And just under 48 hours (and waiting over an hour in the airport AFTER I spoke to someone) to FINALLY get my bags back from my trip to Dallas!! Aaahhhhh!!! 
 
I'm still flying high, though, because I have so much energy from the Internet Sales 20 Group, which in my opinion was the most motivating 3 days of my life.  I say my "life" because my "career" is only a tip of the iceberg.  If you are not happy as a person, you will not be happy as a professional.  Attitude does not start with an "A" by coincidence...it's because that's where it all starts!!  I made some genuine connections with great people that I can't wait to see in Los Angeles at the next event and they have definitely changed my attitude for good! 
 
To sum up 32 hours in 3 days of intense learning and sharing thoughts, great customer service rules the world, and everything else, including the sales, will come naturally!
 
Being in customer service myself, I find that I analyze others in the same profession daily.  Sometimes, it benefits us to adjust our approach on the phone, and in order to do that, we need to make sure we understand where it all starts.  I believe we all know this to be the obvious, but common sense isn't so common...right!!?? 
 
Case in point.  I recently had an issue with a common furniture company. I called into the trusty "800" number, and after a few minutes playing with the "automated person" trying to tell a computer what my issue was, I finally got a human being!  I wanted to exchange some office cubical pieces I ordered.  I then got transferred to a guy in I-dont-know-what-country-land...that was absolutely no help.  I had asked the company to return the pieces, or instead of returning them, just help me exchange for what I need.  He proceeded to explain why he couldn't exchange the broken parts for new ones.  After this conversation going nowhere for about 10-12 minutes, I then requested to speak to a supervisor that can help me....hopefully.
 
As if you didn't already get my point, the supervisor was even better at giving me reasons as to why they "couldn't do it" (GREAT at using 3rd parties as verification for procedure, just like we do in the car business with bank programs, vendors, and even state and federal regulations).  I then realized I had to put my salesman cap on, and along with that comes "the sweet man voice" ...and for the record women, this works better for you than it does for us men! ;-) 
Remember the thing about bees with honey, as opposed to bees with vinegar...right?
 
I proceeded to put myself in her shoes, and bluntly asked to put herself into mine as the customer that spends a lot of money with her business.  I literally asked her to "close her eyes, and imagine my frustration with having to deal with your company, that you charged me (and didn't disclose) a ridiculous amount of money to deliver furniture that I could have picked up (across the street). One piece was missing, another broken, and all I want is to do what my company hired me for...build an Internet Sales Department to help my business grow!!! ...and quite frankly, I hope you can appreciate that my time is money, and I don't like wasting money!  I do not mean to have an attitude with you ma'am, but I'm really hoping you can make this better.  Can you see what I am saying and appreciate where I am coming from?"
 
IMMEDIATELY, she put me on hold for less than 20 seconds, and came back with a 10% credit and refunded the WHOLE delivery charge!  My new furniture is coming Next Friday, and I told her that I am very eCommerce savvy, and that she just turned the murderous review that I was about to put ALL over, into a satisfying experience that I appreciated her making right! 
 
Don't be afraid of bad reviews and irate customers!  Even if we put our happy face on everyday, we can't please everyone, all the time.  No matter how hard we try, there will be "that one".  The real professional will acknowledge the objection,  isolate it, and come up with a satisfying solution that helps both parties better themselves.  If the customer is right, let's do the right thing.  If the customer is wrong, then let's explain to them why it is, what it is.  Use 3rd parties when evaluating trades, telling people interest rates, or even quoting price!  "We have a cash price, retail (financing) price, and a leasing price...which one were you most interested in Mr./Ms. Customer..??" 
 
Now you are asking an open ended question to find out what the customer's concerns are.  When the prospect suggests a ridiculously high number for their trade, we can't tell them they are wrong and how it really is (as much as we want to).  There is a right way and an even better way to handle every situation that arises.  As Dr. Covey says to begin with the end result in mind, and simply handle every situation with the care it deserves.  Without customers we wouldn't have a job! 
 
Happy selling!
 
Andy Fedo
Director of Internet Sales
Lithia Nissan Hyundai of Fresno
 
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Topic:

Top 20 Things You Can Do To Fix Your BDC

Description:

Tom Stuker may be the most famous person you’ve never heard of — unless, of course, you’re in auto sales. Stuker is to car dealerships as Tabatha Coffey is to hair salons: a highly sought-after consultant with the plainspoken, proven power to get stalled businesses moving again.

Now, Stuker may be giving Coffey a run for her money in her adopted milieu of reality television: Spike TV has commissioned six episodes of Car Lot Rescue, a reality show centered around Stuker, who is billed as “the greatest car salesman of our time”. Though Stuker’s website offers online training, we assume that the bulk of the action on Car Lot Rescue will involve Stuker’s nearly nonstop travel to right wrongs at dealerships around the globe.

  • Work towards success with other non-competing dealerships
  • Learn what works and what doesn’t work
  • Compare and share information with Internet Sales Professionals and experts
  • Receive guidance on everything and anything Internet Sales related.
  • Learn to sell MORE CARS, MORE OFTEN, MORE PROFITABLY
Need more proof? Don't take our word for it. Check out ouReviews!

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Internet Sales 20 Group Dallas Texas

March 19, 20, 21, 2013 Dallas, TX

  • Work towards success with other non-competing dealerships
  • Learn what works and what doesn’t work
  • Compare and share information with Internet Sales Professionals and experts
  • Receive guidance on everything and anything Internet Sales related.
  • Learn to sell MORE CARS, MORE OFTEN, MORE PROFITABLY
Need more proof? Dont take our word for it. Check out our Reviews!

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Why I'm Attending the Internet Sales 20 Group?

http://www.internetsales20group.com 

Manuel "Manny" Luna Will Be Attending The Internet Sales 20 Group In Dallas, Texas March 19-21

Sources For ROI with Social Media:

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http://www.internetsales20group.com

The first Internet Sales 20 Group in Chicago was a HUGE Success!

One of the MOST exciting workshops was conducted by Sherry Hale of Dealix.

Sherry did an awesome job explaining in detail, EXACTLY how a dealer goes and sets up a POWERFUL 3rd party provider strategy

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Sherry Hale Of Dealix, Speaking At The Internet Sales 20 Group in Chicago (Part 1) - Automotive Digital Marketing from Dealer Synergy

Sherry Hale Of Dealix, Speaking At The Internet Sales 20 Group in Chicago (Part 2) - Automotive Digital Marketing from Dealer Synergy on 

 

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Automotive Sales - Car Sales - Showroom Sales - Training - Sean V. Bradley & Danny Alkassmi from Dealer Synergy on Vimeo.

http://www.automotivedigitaltraining.com
http://www.internetsales20group.com

Automotive Sales - Car Sales - Showroom Sales - Training - Sean V. Bradley & Danny Alkassmi

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http://www.internetsales20group.com

Tom Stuker, The Star Of The Hit Reality Show "Car Lot Rescue" Will Be A Speaker At The Internet Sales 20 Group

SPIKE
How To Sell A Car
www.spike.com
Spike Full Episodes Spike Video Clips Spike on Facebook

Tom wasn't able to make the last Internet Sales 20 Group in Chicago but he called in and conducted a phone training session on the way to Cambodia (I am dead serious) 

We are super excited to have Tom Stuker at the upcoming Internet Sales 20 Group. And Tom will be at the VIP Networking event at Eddie Deen's Ranch! 

 

YOU DO NOT WANT TO MIS THIS EVENT!!!

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Discounts Available for Trade In Velocity Customers

Please join TradeInVelocity, at the Internet Sales 20 Group’s Dallas conferenceMarch 19th - 21st! Our founder, Barry Brodsky, and VP of Operations and Marketing, Carl Bauer, will be presenting. “The Power of the Trade-In” : Maximizing your dealership’s trade-in program using the internet as the keystone. 

With tax season upon us, inventory acquisition and management is crucial for your dealership’s success. We will be outlining how using TradeInVelocity’s platform, powered by NADAguides, can help you build your inventory, and get a steady stream of cars driving to your curb weekly. 

Join us alongside other great speakers and presentations at this intimate conference. There’s a limited number of spots left, and we can potentially help you attend with a discounted rate! Simply contact us, and let us know you want to go!

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Automotive Internet Sales (.com) Interviews Kevin Hunt, Vice President of Dealix (A Division of ADP) At NADA 2013 from Dealer Synergy on Vimeo.

http://www.internetsales20group.com

Automotive Internet Sales (.com) Interviews Kevin Hunt, Vice President of Dealix (A Division of ADP) At NADA 2013

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Dealer Synergy President, Karen Bradley Interviews Scott Pechstein, National Sales Director Of AutoByTel At NADA 2013 from Dealer Synergy 

http://www.internetsales20group.com
http://www.autobytel.com

Dealer Synergy President, Karen Bradley Interviews Scott Pechstein, National Sales Director Of AutoByTel At NADA 2013

Scott shares some exciting news about Autobytel and shares his thoughts on the upcoming Internet Sales 20 Group in Dallas, Texas

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CarsDirect is proud to be a sponsor of the Internet Sales 20 Group, taking place March 19-21, 2013 in Dallas. This exclusive, attendance-limited workshop will showcase a panel of the most successful dealership owners, managers and industry experts who will share their secrets on what is working in today's market. Each attendee will be given a custom success strategy to ensure your dealership's success and growth in 2013.

3 Reasons to Register Now!

1. Internet Sales 20 Group attendees will get 25,000 ad impressions absolutely free* on CarsDirect's leading network of automotive websites that gets 35+ million visits each month.

2. We're giving away an iPad mini! Stop by the CarsDirect booth at the event for more details.

3. Get a $250 discount on registration to the Internet Sales 20 Group! Simply use discount code CARSDIRECT2013 upon check-out.

* with any paid purchase of a CarsDirect product

CarsDirect Is Giving Away 25,000 Banner Ad Impressions & A FREE iPad Mini - To Incentivize FURTHER Your Education!

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SPONSORS