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Do You Respond Well To Customer Reviews?

Whether positive or negative, customer reviews have a major impact on your brand’s reputation. It’s important to understand how to handle both positive and negative reviews.
 
On this episode of Hard Facts, Samantha discusses:
  • How to tackle negative reviews from customers
  • Client experiences with negative reviews
  • Actionable items for building a response strategy

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Okay, check it out.

In my last article I wrote about how most dealerships come across a little conceited online, but say that they are a customer-centric organization.

I mentioned that it's alright to talk about yourself, but ONLY in a way that demonstrates maximum benefit to your customers.

Well now I'm going to reveal how to kick your website up a notch and dominate the web, (and your market).

Like I was saying, people don't care about you nearly as much as they care about themselves.

That means that the name of the game is presenting information on your website that people care about.

But how can you produce content and information that EVERYONE will find interesting?

It's more simple than you think.

Unlike traditional media, your website has the power to cover a wide array of topics that address the needs and wants of different customer segments AT THE SAME TIME.

How do you get started? Fhugetaboudit, it's easy peasy. 

1.) Look at your current customer portfolio and identify the variety of customer segments that you already serve.

These could include Seniors, Young Families, Bachelors, Bachelorettes, College Students, Union Workers, Military/Veterans etc.

2.) Create a list of topics that those various segments would find interest. Use logic and common sense. 

What I mean by that is this:

If you want to create content topics geared toward Seniors, think about the things that they are interested in. 

a.) Vehicles that are easy to get in and out of (maybe just had a knee surgery or something)

b.) Vehicles that can tow a travel trailer

c.) Vehicles with a little more luxury (they're done raising children and have a little more money to keep for themselves etc.)

Do you see where I'm going with this?

Once you've identified the topics for each segment do this:

3.) Identify the objectives for each piece of content that you want to create.

If it's a video, figure out what the call-to-action will be so that you can track the effectiveness of it.

If it's a blog, think of the path you want that customer segment to take and what action you want them to complete.

Here's why this is important:

Everyday, millions of automotive shoppers around the globe go online to find information that addresses their concerns or answers their questions.

Right now, there aren't really any dealer websites that provide the content that automotive consumers are looking for.

You're giving the OEMs and other third party websites the power to scoop up qualified vehicle shoppers and distribute them how they please. Most of the time, to your competitors.

By segmenting your content, you're empowered to reach various people with the topics that they care most about. 

In my next article, I'm going to reveal why this strategy works so extremely well and why you HAVE to start doing it.

Want help identifying your customer segments? Send me a friend request and we can set up a time to get connected.

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Success is a fascinating thing because every individual on the planet has their own definition of the word.

The dictionary defines success as a “favorable or desired outcome”

This is SO genius because it means that, not only can everyone have their own definition, but that THERE IS ENOUGH SUCCESS TO GO AROUND!

For some people, success is having the necessities…

For others, it’s making loads upon loads of money…

BUT, no matter what your definition of the word is, there is something that so many people miss out on when pursuing success.

Any idea what it is?

Have you ever heard that saying, “Success Breeds Success”? 

Believe it or not, there is something so powerful about rubbing shoulders with highly successful people.

How do you know who's truly successful though? The best way for you to know if they’re successful is to ask yourself two simple questions:

1.) Are they the type of person that you hope to be (character traits, qualities etc.) and, 

2.) Do they have the things that you want to have? (Could be material objects, status, expertise etc.)

When you find someone that you can answer ‘yes’ to those two questions, do whatever you can to be apart of their circle.

You see, when you rub shoulders with successful people (the people that are who you aim to become), there are natural born opportunities that arise from your mere association with them.

One of the best ways that I know of to be in the presence of successful people is to attend as many workshops and conferences as you can. Where else do you get the opportunity to be in the same room with these successful people, have lunch with them and ask them questions?

There are approximately 17,000+ dealerships in the United States today. Including every employee, how many people work in the retail car business? LOTS! …

Yet, there are very few who attend conferences. 

There is no question that these conferences come with a price tag, but you absolutely, 100% CANNOT let the price of success, cost you your success.

Listen, I am not involved with any particular conference for financial gain. I have just come to learn that if you want to be successful, you need to get connected with other like-minded, successful individuals and I don’t know any other better place than at the plethora of workshops and conferences going around. 

One of the next ones you can see me at will be the Internet Sales 20 Group in Boston this coming September.

Supercharge the achievement of your personal definition of success. Start rubbing shoulders with successful people. 

Have questions? Hook me up in the comments below.

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Are You Using Google's Hidden Treasure?

Chances are, there’s already been a Google account created for your business, but are you correctly using Google Places and Google+ Local to increase your exposure? Find out how you should be setting up these features to market your dealership.

Get the Hard Facts from Samantha Cunningham at POTRATZ, and learn strategies for increasing your dealership’s online visibility.

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Have You Gone Too Far?

Do you ever find yourself asking: How long should a video walk around be? When do you have too much content in an email blast? What makes a great landing page? On this week's Think Tank Tuesday, I'll cover these questions and more!

  Tune in now and learn how long you should be making your content on several different marketing channels.

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There is something going on with dealership websites that needs to stop ASAP!

It’s something that should be pretty obvious, but clearly isn’t.

Know what I’m talking about?

Most websites for car dealers look, feel and flow the same way as each other.

They all have the same messaging, calls-to-action, design concepts and lack the site traffic needed to make a big impact on gross or net profits.

The problem is that automotive consumers are much more web-savvy than they’ve ever been.

They have been conditioned to use the internet in a specific way based on the sites they visit on a regular basis.

Sites like Amazon, eBay, Facebook and other ecommerce and social sites.

Most dealer websites are not providing the experience that online users are already used to. They are playing catchup.

I think most dealers would agree that the objective of their website is to get more leads from their website. After all, more leads = more sales opportunities, right?

Well here’s a secret that will get your website converting traffic like a machine.

I must warn you, that this secret will require...WORK.

Nonetheless, it’s a tried and tested strategy that will separate your dealership from the vast majority of other dealers and help you dominate your market online.

If you look at the other websites out there that your consumers are visiting on a regular basis, what do they all have in common?

Information in the form of content.

You see, every day MILLIONS of automotive consumers are going online to research your products and services. You know what they’re finding? Your competitors.

Why? Because your competitors are providing more information on their websites than you are.

Why is it that I can go online and find more information about a $20 cell phone case than most consumers can about the second largest investment of their life?

Think about it!

You need to get more content on your website that covers a variety of topics.

Blog about the latest vehicles on your lot. Do video test drives. Talk about your products and services in a way that provides REAL value to your customers. Leave the pitch out.

Just focus on value, value, value and more value.

The cool thing about providing value in the form of content is that you’ll attract the right type of customers to your site.

All you need to do is identify the type of customer you wish to attract and then create content that speaks to them.

When you know who you’re speaking to, it gets that much easier to know what to ask them as well. All you have to do is line up the call-to-action with the content that you’ve created.

This strategy will give you an immediate increase in leads because you’ll be able to leverage your existing site traffic.

So here’s the breakdown on how to get started:

1.) Figure out what type of customer you want to speak to (vehicle sales, parts, services, finance etc.)

2.) Create content in the form of a blog, videos, images etc that speak to them about what they’re interested in

3.) Keep the pitch out of your content - just focus on providing REAL value to the customer

4.) Include a call-to-action that’s relevant to your content

Doing so will allow you to:

1.) Leverage your existing site traffic

2.) Attract new Qualified site traffic

3.) Increase leads from your website

Have fun with this, and feel free to comment with your questions if you’d like some help getting started.

 

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http://www.automotivedigitaltraining.com 856-546-2440 

http://www.dealersynergy.com ;

Car Salesman "Ups" A Waitress & Sells 2 Different People Cars & Sets 4 Additional Appointments For Future Car Sales!

Sean V. Bradley, CEO of Dealer synergy recently conducted a training session at Roswell Honda in New Mexico and inspired a fledgling Automotive Sales Professional to try some of the Dealer Synergy Prospecting strategies… And the VERY FIRST time, Dexter hit a grand slam home run! Congrats Dex! 

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Cloudy With A Chance Of Sales

You can't control the weather, but you can control how your dealership responds to major weather events. Find out how your dealership can be the sunshine after the storm by helping shoppers who have recently been affected by these conditions.

Get the Hard Facts from Samantha Cunningham at POTRATZ, and learn strategies for responding to bad weather in your area.

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Are Your Leads Real Or Misleading?

Using a third-party provider for leads sounds like a great idea in theory. However you need to make sure that these leads you are getting are worth the money you are spending. Learn how to make the most out of using these other providers to ensure you are maximizing your possible leads.

Get the Hard Facts from Samantha Cunningham at POTRATZ, and learn how to provide more opportunities to convert on your website.

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http://www.internetsales20group.com 267-319-6776
http://www.automotivedigitaltraining.com
Automotive Internet Sales Interviews Best Selling Author & Syndicated Radio Show Host, Dr. Willey Jolley

Ford Motor Company’s “Secret Weapon” They Used For Their Incredible Comeback… Dr. Willie Jolley This month is a little different; Instead of an article, I have the honor of interviewing Ford Motor Company’s “Secret Weapon” they used for their incredible comeback. According to Success Magazine, Best Selling Author, Syndicated Radio Show Host, Hall Of Fame Speaker, Dr. Willie Jolley is that “Secret Weapon”. SVB – Willie, it is an honor to be able to interview you! I have read your book “A Setback Is A Set Up For A Comeback” as well as have listened to you speak and watched your videos. As a member of the National Speakers Association myself, I understand and appreciate a true “Professional Speaker”. Lets get into the interview: SVB – Tell our readers a little bit about yourself… WJ – Thank you so much Sean for your time & interest in interviewing me. I always start every presentation, speech and interview with a poem that I have become known by: “I have only just a minute, Only sixty seconds in it Forced Upon me, can’t refuse it, Didn’t seek it, Didn’t choose it, But its up to me to use it. I must suffer if I lose it. Give account if I abuse it. Just a tiny little minute, But an eternity is in it! Dr. Benjamin Mays- SVB – I Love it! Its so, true! WJ – I am a professional speaker, motivator, inspirational speaker, I host a syndicated radio show on Sirius Satellite Radio That reaches millions of people. I am also blessed to have written several books that have reached the “Best Sellers” lists. Among these are “A Setback Is A Set Up For A comeback”. But I wasn’t always successful. I was a broke / busted Jazz singer for a Nightclub in Washington D.C. until I was fired and replaced by a Karaoke machine because it was more economic for ROI. SVB - Are you serious? Wow… WJ – Yes, It wasn’t personal. It was business. That is when I decided to change my life. I took a job with the DC Public school system and the drug prevention coordinator. I started giving speeches to kids and for the first 5 years of my career I spoke to kids. Then I became a fulltime speaker. I moved to the colleges, became a top speaker for the colleges and then went into the corporate sector, conducting Keynotes. However a lot of people have come to know me for my work with a small company called Ford Motor Company… SVB – That is AMAZING! How did you wind up working with Ford? WJ – In 2006 I received a call from Ford Motor Company, they said they were on the brink of bankruptcy and they have a new CEO coming in named Allan Mulally and they needed to turn this company around. They went on to tell me that they are looking for the right person that can help us turn this company around. Someone that can help us inspire, encourage and motivate our people to think differently and change the culture. I worked with Ford from 2006, 2007 and 2008 going all over the country, speaking to all of the Ford Plants, on their Television shows that they played internally as well as working with some of their dealerships directly. SVB – What were you speaking to them about exactly? WJ- I spoke about their attitude, ethics, changing your thinking, about transformation. And in 2009, Ford Motor Company was the ONLY one of the “Big 3” to NOT take a government bailout. SVB – Willie, that is truly AMAZING! Wow! WJ – Thank you Sean, I give all the credit to Ford’s CEO, Alan Mulally. I just appreciate him allowing me to be a tiny part of the solution. That opportunity lead to General Motors reading about me in the Detroit Free Press and them reaching out to me to hire me to work with them as well. SVB- Wait a minute, so you not only worked with Ford Motor Company but you also worked with General Motors? WJ - That is correct. It is a blessing. Since Success Magazine dubbed me the “Comeback King”, I have had numerous Fortune 100 corporations hire me to work with their organizations. SVB – I heard that you have a PHD in “Achievement”? WJ –That is correct, I have a Doctorate in Achievement and my focus is on attitude, achievement and on how to help people do more, be more and achieve more. I help people identify what keeps them from achieving all they are capable of achieving. SVB - Can you give me your philosophy (And the reason of your clients success). WJ – My philosophy of life is: “You have been gifted with the gift of life”. What are you going to do with it? How are you going to maximize it? If not, why not? My mission is to help people do more, be more and achieve more and to do it now SVB – How do you get Car Dealerships to do more, be more and achieve more and to do it now? WJ – They have to change! If they keep doing what they have been doing… they are going to keep getting what they been getting. Dealers need to realize that they should have “excellence” as a core value. Dealers need to strive to be BETTER, not just “Bigger”. So, if a dealer wants to be the “BEST” dealership in the country. In order to be the best organization, then they must start with the BEST people. If you can not hire them, then you need to make them, grow them, develop them. That is the “Secret” to success for all of these fortune 100 companies that I have worked with like Walmart, Chevron, Verizon, Prudential. They all grow their people. The best way to grow your future is to grow yourself. The best way to grow your organization is to grow your people. Why…? Great people give great service. Good people good service, mediocre people will give mediocre service, negative people will kill your company. SVB – Willie, I am excited to know that you are the Keynote Speaker for the upcoming Internet Sales 20 Group in Atlantic City, April 8-10 I am confident that with your profound success for Ford Motor Company and General Motors combined with all of your experience with Fortune 100 corporations that you will help all of the Dealerships at the #IS20G do more, be more and achieve more immediately after your Keynote. Sir, it has been an honor to interview you. Thank you for your time WJ – The pleasure was mine. I look forward to seeing you and AutoSuccess Magazine in Atlantic City in April-
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