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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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With this Women’s Wednesday we will focus on the Service Drive at your store.

Women buy a car about once every 6-7 years, but they visit the service lane several times a year. The good news? This is where on-going loyalty is developed. The not-so-great news is that 42% of women report they no longer go to the service department where they purchased their vehicle. And, you will never know it is their LAST visit, because they may smile, pay the bill, and never say a word, even though they have made up their mind not to return. As the Big Data Authority on women's dealership experiences, the top 6 reasons are:

  1. Not satisfied with the experience
  2. Did not like the way they were treated
  3. Inability to get the problem fixed to their satisfaction
  4. Cost to service the repair
  5. Hours + Location not convenient
  6. Lack of concierge services
While 79% of women would recommend the service department to friends and family, less than two-thirds report not receiving follow up communication. Are you and your web provider optimizing platforms to provide educational tips and stay connected with your customers, post visit? Stay in touch by being her trusted advisor 365/24/7 – not just the 3 days a year she is in your store. How? Visit here.

Increase loyalty by paying attention to the little things, like:

  1. Provide Ultimate Respect: Provide respect+treat women graciously every single visit. This builds rapport, trust and loyalty.
  2. Key Concierge Services: The #1 requested concierge item from women is a courtesy car. This shows you understand the inconvenience when the car is undergoing maintenance and repair overnight. Services like Wi-Fi/TV, café and play area for children also help deliver a quality dealership experience while women+families wait.
  3. Best Ear Forward: Your top listeners are the Service Advisors - or, should be. Why? To hear what women are saying and not saying. Your best listener behind the service counter makes female customers more comfortable to ask questions concerning repairs and, when triggered or upset, provides a space to problem solve and get the issue handled and move on.
  4. No Threatening CSI “Requests”: Careful about strong-arming your clients with comments that sound intimidating regarding CSI, like: “Leave all 5’s or call us first before submitting”. This can sound completely inauthentic and uneasy to women.

For the Top 2014 Brand as Rated by Women when Servicing their Vehicles, click here.

Want to Sell More Cars and Distinguish your Dealership to Women? Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download

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Buying a Car? Look at the Benefits of Leasing!

Did you know that last year, women purchased an estimated 27 million vehicles? That is the equivalent of 75,000 cars a day at new and used car dealerships. Women are now the fastest growing segment of vehicle buyers and car dealerships are taking notice. To that end, there is much more flexibility when buying a car more than ever!

It seems that women are still more reluctant than men when it comes to the advantages of leasing a car. With the car industry back on its feet after the recession, leasing is at a high of 28% of all new car purchases.

This educational article from offers insights into some “traditional” objections as well as provides a more updated, informed perspective on leasing and its benefits for anyone considering going to the dealership soon. (And, for those that believe ‘buying a car outright’ is the only way to go, consider that over one-third of car purchases today are leased for 72 months. Just because you buy a car does not mean you own your car. You only “own” your car, when the title is in your hand, i.e. the loan is paid off.)

Marlena McCoy, Sales Manager at Moon Honda, a Certified Women-Friendly Dealer, shares her thoughts about leasing “Leasing is just another way to pay for a car, a less expensive way. With little or no money down, you can have an affordable payment, a warranty, free inspections, free car washes, and so much more! Why not pay less and get more.”

Below are the most common objections:

1) “The idea of ownership is important to me.”
Cars depreciate and then have service repairs and costs. Most women who lease don’t pay for brakes or tires because they don’t keep the car long enough to wear them out. If you finance a car for five years or more, it will most certainly need tires and brakes plus other repairs; budget $1,000 a year on maintenance.

2) “I have little or no ownership equity in the leased car.”
The trade-off for a lower or manageable monthly lease payment is that there is no trade-in value. It is fairly common that the market value of a vehicle at lease-end is higher than the purchase option price specified in the lease contract — which means there is some equity trade value there.

3)”I don’t understand how leases work, and I’m afraid of getting ripped off.”
Dealerships – and their sales advisors – are conscientious and will take the time and effort to help you understand the leasing process and the intricacies of the contract.

These contracts can be complex and difficult to understand, so a dealership’s F&I manager should encourage customers to take their time and read the fine print. Leasing is not as complicated as it was years ago nor is it limited to just luxury brands.

4) “I don’t understand the leasing lingo. I don’t know what cap cost is or what comparison pricing means.”
Again, dealers will explain exactly what these terms mean – and in ways you will understand. Dealers who skim over these terms do a real disservice to a buyer and compromise any future dealings they may have with the dealership.

5) “I don’t want to be making car payments forever. I’d rather pay the car off early and have several years without a car payment.”
While you may not have a payment anymore, you will still be spending more in repairs to keep an older car on the road, with fewer safety features than newer cars, and more likely to break down. Your dealer can show how a lease provides a safe, more reliable car at all times, not just when the car is new, and a car protected by manufacturer warranty and with few repair bills.

6) “My car payments will be higher.”
Not true. Depending on a number of factors, monthly lease payments are considerably lower than a purchase loan for the same car and same term today.

7) “I’m worried about any early termination costs. What if I lose my job?”
To break a car lease means breaking a contract, can result in tremendous fees, as well as negatively impact one’s credit rating. Dealers can help customers find other buyers to assume the remainder of their lease, which would take them off the hook, while gaining a powerfully loyal customer. Such transfers are now made possible by companies like or who help car lease owners find people interested in taking over the payments. The fees for both buyer and seller are reasonable, and save the seller from the early termination costs which could amount to thousands of dollars.

8) “I am concerned with excessive mileage charges.”
If a car buyer exceeds the mileage allowance in her lease contract, she will be charged for the extra miles at a specified per-mile rate, usually $0.20 per mile. Your dealer can help you reduce your exposure if you “buy” the extra miles you expect to drive at the time of lease signing. If you choose this option, you will be refunded for any unused miles.

9) “I am worried about excessive wear-and-tear charges, especially with the children and multiple drivers.”
If a buyer returns a leased vehicle at lease-end with dents or scratches, she will be charged. Dealers can explain what is “excessive” so that she knows to get the car repaired before she returns and avoid being charged. Also, it is best to clean the car or have it detailed for the best evaluation.

McCoy further explains,” You may have never leased before, you may not understand leasing, or you might just say that you would never lease a car. No one likes to go car shopping. No one likes to deal with the “typical car salesman”. I am not that “typical salesman”. I treat customers the way I would want to be treated — really. It’s important to be completely informed on all aspects of the car transaction – and that most definitely includes leasing!”

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Apple’s recent announcement of CarPlay which will integrate the iPhone, Apple maps and Siri into the car dashboard, is a move meant to compete directly with Google’s Open Automotive Alliance (OAA), and Microsoft’s Sync platform. This means big changes are in store for how shoppers driving, commuting and traveling by car will find and learn about your business.

The fast moving map space plus local-search is attractive areas for innovation for software developers. One of the more interesting innovators taking advantage of the mobile trend is YILLIO which takes maps and local search to the next step by offering a patented ‘route-based’ search.

Launched in January, users using YILLIO are able to search for businesses, information and value along their entire route, may it be 10 miles ahead or 150 miles ahead. See our article: Don’t Just Go…… YiLLiO!

What’s cool for your biz is it aims to give users the right information; at the right time, by looking at signals such as where the user is located, their daily habits, their preferences, where they’re going (via their routes), and what they want to do when they get there.

See YILLIO’s user experience video:

For brick-and-mortar businesses, YILLIO’s innovation improves marketing relevancy and efficiency. See the short video which explains YILLIO’s route-based search and marketing platform:

Take a few minutes to add your dealership on the YILLIO map to reach mobile shoppers, everyday commuters, and travelers – for Free!

Is route-based marketing and advertising the next mobile innovation? We think there is value in this for you.

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Welcome to Women’s Wednesday!
Dealers who “get it” know that the key distinction in optimizing sales to women is having exceptional sales advisors who offer exceptional service. But what does that really look like?

Women tell us directly through our car dealer review platform what works for them when interacting with a sales agent.  Below are their top 5 reasons for buying a car from them: 

  1. Trust  52.3%
  2. Being Respectful  52.1%
  3. Likeable  47.8%
  4. Knowledgeable  45.6%
  5. Understanding  40.6%

These percentages add up to more than 100% because reviewers can submit multiple answers.

NOTE: Coming in at 34% was the ‘price of the vehicle’. It is important, but ranks 6th overall. Clearly, connection and relationship are pivotal, outranking price.

  1. Trust:  Women buy from those they trust.  It’s essential to build trust – that rapport can take just a matter of minutes to create. The best way to build trust is to provide valuable and relevant information, quality guidance and advice. Be honest and never try to make a forceful sale because that is a complete turn off. 
  2. Being Respectful: How women are treated matters. In fact, it’s the only thing that matters. Without respect, nothing else gets too close to a purchase.
  3. Knowledgeable:  Women buy from those who are knowledgeable and informative. Since they may not have purchased a vehicle in a number of years and  technology has changed dramatically, they want to be provided with complete and comprehensive information.
  4. Likeable:  Likeability is definitely a trump card. Studies show that women buy from sales advisors who are likeable and friendly. It is easy to talk to a friendly person rather than someone who  is dismissive or doesn’t listen well. Maybe even lightens thing up during a stressful purchase with a smile or a joke. 
  5. Understanding:  Being understanding is vital to meeting a buyer’s expectations. Women buy from those who are concerned and empathetic rather than pushing their own opinions or ‘spiffs/bonuses” on them. Successful sales ambassadors listen to women needs and wants. They are also extremely cooperative and patient.

Want more information on this all important topic, Click here to read. 

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here to learn more.
Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download

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Welcome to Women Wednesdays!

Have you ever walked into a store or visited their website and seen an award that says “Voted #1 in 2010”?

Doesn’t that beg the question and make you wonder what happened since then; who has won it this year?

This situation can be likened to when car dealers have a lapse in (getting) consumers reviews on dealer review sites

– like Google, Yelp, Dealer Rater, etc.  On our site, we have some dealers with great overall scores, but they haven’t had a single review in months. That sends mixed signals and red flags to customers.


Think about it...having an exceptional score has a lot less credibility to your prospects if there is a huge gap in time with the reviews last posted. It certainly is an indicator that something has changed and could even be detrimental to your business!

Did You Know?

67% of women say they are less likely to purchase a product they were considering after reading negative online reviews – and old reviews can have the same effect.

Here are 15 Best Practices to put in place with Women and Your Reputation, Click here to read.

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download.

Good selling!

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Welcome to Women’s Wednesday. When women perceive they are not treated the way they expect at car dealerships, 65% leave and do not return. That’s a lot of business walking out the door and buying down the street. What can your dealership do to turn more browsers into buyers? We compile a lot of data from dealer reviews, and below are the top three reasons women buy from the dealership they do.

1.Treatment by Sales Person

How well women are treated is the single most influential factor when it comes to buying from a dealership. Women typically evaluate cars on the same grounds as men like price, mileage, design and safety features. However, the deciding factor of whether to close a car deal is greatly dependent on her interaction with the sales advisor.

Treating her with respect is paramount. Show her that you are glad she’s come into your store, acknowledge her presence, put the smart phone away, and listening to her questions are all part of a winning formula. All this may not matter quite as much to men, but it is highly effective in selling to women car buyers. These little things go the distance in winning a customer for a long-time, maybe even a life-time.

2.Best Price or Deal

The second reason women buy from a dealership is the price of the car. Women prefer to buy from dealerships that understand their needs and budget and don’t try to push them into buying cars that exceed their budget.

3.Car Dealer’s Reputation

The car dealership’s reputation really matters – especially to women – as they are more apt to research and use car dealer review sites than men. They want to make an informed decision where they shop so they don’t waste time and have no regrets.

Did You Know?  

Women are 3 times more likely to leave a review – and, a higher scoring review – than men. So, be sure to ask for reviews from your female customers! If you want to be the go-to-dealer in town, deliver the ultimate car buying experience to every woman who walks in your store.

For more on this topic, click here.

Women are the fastest growing segment of buyers. Market to them before they walk into your store by showing your transparency with your Certified Women Friendly logo.

Sign up and learn more here.

Ps - Did you get your free copy of the 2014 Women’s Car Buying Report? Click here.

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Whether it’s the film industry or the auto industry, the shift in lead roles is hard to miss. The 2014 Oscars that took place a couple of weeks ago was truly a revelation of the changing gender role trends in films. More than one film nomination had strong female leads, enjoying almost all the air time as opposed to their male roles.

In the Oscar nominated film “Gravity,” Sandra Bullock played the lead role while George Clooney played the supporting role. According to an article in the New York Times, Ms. Bullock occupied almost 87 percent of the film’s running time and was the life of the film. This was an industry first and did not go unnoticed.

Women taking over lead roles is a step towards breaking the “stereotype” and reducing the gender gap. Just like the film industry, the auto industry landscape is also experiencing significant shifts where women are becoming the fastest growing car-buying segment.

Analysis on Professional Women at Dealerships

There remains a tremendous and visible gap in the number of women working in dealerships compared to the number of female buyers. The percentage of women working at dealerships is between 18 percent and 20 percent, while women represent over half of all purchasers.

Yet, many of the women are largely working behind the scenes at car dealerships in business development roles, service, social media, advertising, Internet and office administration. Women in sales roles are fewer in number.

The era when men sold cars to men is over. Today is the genesis of a diverse customer base. How can the needs of these buyers be met, and exceeded?

It’s Time to Mentor & Develop Women Leaders at Car Dealers

Who would have thought that male actors like Clooney would be playing a supporting role while the actress would be the lead? Just like this gender gap is being bridged in film, now is the perfect time for dealerships to implement the same strategy and groom women to be take on leadership roles.

According to CNW Research, of the 17,540 new-car dealers just under 3 percent are women-owned — a significant, grossly disproportionate under-representation.

By having women in leadership and executive positions at car dealerships, it will open up options for buyers to have more choice. In 2010, CNW Research found that when asked, 47 percent of women car shoppers would prefer to do business with women dealers — a huge upside for female-run businesses.

This leads to the bold question: Who will take on recruiting, training and developing women to become GSM’s, board members and dealer principals?

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"How to ACTUALLY Make Money in Car Sales" - FREE Webinar - Sign Up Now!

Wednesday March 19, 2014, 12:00pm Eastern Time
Sell more cars, more often, with this step-by-step Mind Map Projection.

All automotive professionals aspire to selling 30 units a month, but not everyone achieves this. In order to sell 30 cars a month, you need to do more than wish for it. You have to create a plan, prepare, and strategize and then execute it appropriately. In this webinar, Sean Bradley will teach you exactly what you need to do in order to sell 30 units a month. With step-by-step processes, you will learn how to accurately project how many phone-ups, walk-ins, be-backs, and internet-ups you'll need to connect with in any given day, week, and month to set you up for 30-car success.

In this webinar, you will not be learning sales gimmicks. You will not be learning tricks, and you will not be sold a product. This straight-forward, no-nonsense webinar will give you the exact steps you need to take in order to sell 30 cars in a month.

Presented by:
Sean V. Bradley
Sean V. Bradley
Founder & CEO,
Dealer Synergy
Sean V. Bradley is the top automotive trainer and consultant in the country and is currently one of the most sought after subject matter experts for Internet Sales, Business Development and Digital Marketing. Beginning as a sales consultant, Sean learned the business from the ground up holding positions at dealerships as Sales Manager, Internet Sales Manager, Special Finance Manager and Business Development Director. Furthermore, Sean is the only certified Franklin Covey Trainer and Facilitator in the Automotive Industry and a proud member of the National Speakers Association. Sean is also the creator the Internet Sales 20 Group, an intensive 3-day workshop that is designed for executive management of dealerships. Sign up at

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Welcome to the inaugural Women’s Wednesday blog. As the leader in connecting women+families with Certified car dealers, look for brief educational tips and nuggets from us to weave into your sales and service practice to expand your sales to women. With our deep vertical expertise, we are here to assist with suggestions to make doing business with women a natural, core value and expression at your dealership. With that, let’s begin:

While women influence over 80% of all car purchases, they actually bought 27 million vehicles last year – most at car dealerships. That is almost 75,000 cars a day! How about at your store? Are you optimizing sales to this powerful buying group?

Did you know?

Women visit 2 dealerships prior to buying a car. When women leave dealerships and don’t buy, 2 out of 3 do NOT return! Ouch -- better ask the right questions and treat her exceptionally the first time. Chances are, there is no second chance. The number one reason women report they did not return is, “I didn’t like the way I was treated.”

How well a women is treated is the most significant and important factor for her staying at, staying engaged, and buying from your dealership. Price is secondary! Stay tuned for the more including the top 5 reasons women buy from their sales advisors. Again, it is NOT price!

Women are the fastest growing segment of buyers. Market to them before they walk into your store by showing your transparency with your Certified Women Friendly logo. Sign up here to learn more.

Ps - Did you get your copy of the 2014 Women’s Car Buying Report? Click here

Good Selling!

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The Death of the Traditional Dealership: Part 5

The average dealership hires a salesperson and, after a brief introduction of paperwork, allows the salesperson to begin talking to and selling to their customers. Some dealerships may send the salesperson to a meeting room to watch a series of perfunctory training videos and then cut them loose on the showroom floor to sell. Either way, the day of unleashing an untrained salesperson on a well-trained customer is dead.


The days of counting on a steady stream of traffic and allowing salespeople to train through trial and error are over. The margin for error has been erased. The customers are now unforgiving in having salespeople on the job train at their expense. The customers, through the use of the Internet and their information gathering, have driven the competition for their business to another level.


Selling can no longer be taught solely as features and benefits. Selling is an educational, experiential process won by salespeople and dealerships who have worked diligently at becoming a category of one. A new salesperson with a lack of intense education — from cradle to grave of their careers — is doomed to failure or mediocre results at best.


No longer can dealership leaders allow the idea to permeate their business philosophy that veteran salespeople can’t, won’t or don’t need to be trained. The marketplace is unforgiving and cares only about results. An experienced salesperson without continual updated information and education is no better, and often worse, than an untrained new salesperson. The meaning at the root of the word “sell” is “to serve.” At least a new salesperson usually has an attitude of servitude that may be lacking in an often jaded but experienced salesperson.


Death is a cessation of movement and an unwillingness to adapt and accept change. Today’s marketplace demands that businesses be staffed with team members who display “teachable spirits.” Dealerships who wish to be in a position to compete for a customer’s business will have an intense written, communicated and required game plan for continual education.


The average technician in a dealership can have tens of thousands of dollars invested in education, tools and tool boxes. What about your salespeople? What investment is the salesperson making in his tools? What investment is the dealer making in that person who, with one bad contact with a customer, can in the short term cost the dealer thousands of dollars and, in the long term, hundreds of thousands of dollars.


Education is not a sometime thing but an everyday habit. Doctors, lawyers and brain surgeons don’t stop educating themselves upon graduating from school. Would you want a doctor to operate on you who has not been trained on the latest techniques and best practices? I once had a dealer tell me they were waiting to see if a salesperson was going to make it in the business first before investing in him. The only thing worse than investing in a salesperson who does not make in the business is not investing in a salesperson who does make it in the business.


For a free special report “10 Things Your Dealership Must Do To Be Successful” e-mail me at with “10 Things” in the subject line.

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The Death of the Traditional Dealership: Part 4

Everyone talks about change, but few people embrace it. Change is growth, and growth is positive and unavoidable. If you don’t change, the world will change without you and leave you behind. In business today, change is occurring at a rapid pace and is causing the death of traditional salespeople as we know them.


In the age-old process of selling, the emphasis has been on a linear “road to the sale” process. Step One leads to Step Two and so on. The Internet information age has made the traditional road to the sale obsolete. Your customer today may be on Step Three or Four from the beginning, instead of the traditional Step One. Traditional salespeople try to force the customer through a funnel no matter what the customer says or feels. Today, flexibility and understanding in the sales process is the key.


The traditional sales process talked about features and benefits. If you are selling just features and benefits today, you are at a strong disadvantage. It’s simply not enough. You must communicate features, benefits and value wrapped up in a story and shared through an experience. People want to be involved and, when they are, it strengthens their commitment. Traditional selling is something that is done to someone and modern selling is something that is experienced with the help of a communicator/ facilitator/problem solver.


In the traditional sales process, price is never mentioned until the feature-benefit presentation has been made. Price is avoided and evaded. In today’s market, you cannot ignore the issue of price; instead, you must address it up front to eliminate the fear and establish trust. By addressing price, you will move the customer past price apprehension and eliminate the fight caused by avoiding and evading. This does not mean you have to be a quote machine, but it does mean that you cannot be afraid to discuss the issue of price to move past it.


In the traditional road to the sale, you would address the customer’s trade-in at the time of the appraisal because it’s part of the pricing structure and, therefore, part of the negotiations and a potential objection. In the modern sales process, you recognize the trade-in as being a major comfort zone of the customer and a great tool to build rapport and find out the customers patterns of buying. You will now address the trade-in willingly up front in the process. People repeat buying behavior whether it’s in person or on the Internet. The Internet is just another medium used in the process and customers emulate offline and online behaviors and patterns.


In the traditional road to the sale, customers are asked to make a buying commitment before they are given figures. Imagine scaring your customers so much before you gave them figures that you created a fear about buying. That’s exactly what often happens in a traditional sales process. If you want to commit a customer, do so throughout the sales process in small commitments, based upon the process and the value of the product and their satisfaction. Get continual agreements about the two things all customers care about today — time and money. All people want to save time and money. Use these keywords throughout the whole sales process and get agreement about how everything you are sharing with them, everything they are experiencing and the manner in which you are doing it is creating opportunities for them to save time and money. Perception becomes reality. Frame the perceptions and thoughts and you will frame the basis of the customer’s decision all without making them commit to a buying decision too early in the sale process when they don’t have enough information. This old school form of commitment is just “If I could would you…” run amok.


Utilize as many modalities of learning as possible with your customer. Allow people to see, hear, feel and experience. Old school selling was dominated by telling things to customers and making verbally dominated presentations. The problem is that many of your customers are not auditory learners. The popular method of selling in the past has not matched the way a customer tends to learn and absorb information in a comfortable way. Through proper questioning, you can easily define a person’s dominant mode of learning and weave in the other modalities to put the customers buying experience on steroids. Utilize video, audio and experiential steps in the buying process and your customers will begin to feel what I call the “Disneyland Effect.” Create sensory amazement with your customer.

Your customer should never be able to walk away from the buying experience they have with you and compare it to any other salesperson. The traditional salesperson tried to find the right car, information and price for the customer and hoped he got the sale. Today, the customer can get those things anywhere and never leave the house to get it. Your marketplace demands more. Start to reevaluate your sales process by thinking of the following questions:


• What are other salespeople not doing?

• What would be the opposite of what other salespeople do?

• What do customers want, and in what way do they want it?

• What would make you stand out from anyone else?

• What parts of traditional selling should be tweaked, changed or removed altogether to create an easier, better buying experience?

• What is the customer’s biggest fear and how do I remove it?

• What do I have the most fear about eliminating or changing in my sales process and why?

Usually the biggest rewards are in attacking the areas we fear the most. The things we tend to hold as the strongest foundations and that would absolutely be unthinkable to change are the very things that tend to lead to the biggest breakthroughs. Traditional selling is dead and that is a good thing. Ten years from now, the breakthroughs of today will be obsolete. The question for you is, will you be obsolete?

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The Death of the Traditional Dealership: Part 3

Every year at the NADA Convention, the exhibit hall is full of CRM and BDC companies displaying their wares. Dealers spend massive amounts of money in a frenzy to buy the “magic button” CRM or BDC solution for many reasons. Unfortunately most of those reasons aren’t valid. Putting great tools in the hands of below-average people with below-average processes and little-to-no accountability equals a waste of money.


Let’s look at some of the underlying reasons why dealers buy these tools. Dealers see their dealer friends, fellow 20 Group members and competitors buying these tools and feel the peer pressure to “keep up with the Jones’s.” Dealers start reading trade magazines and attending programs where a lot of the conversation is around customer relationship management and feel the force of momentum around this subject.


Unfortunately, I have been in thousands of dealerships across the country and can say without a doubt that in the majority of dealerships, between 80 to 90 percent of their CRM’s or BDC’s functionality is not being used. Great technology and great tools alone do not move a traditional dealership into the new age of selling. In most dealerships with CRM tools, incremental sales and service numbers are not improved and massive amounts of money are being wasted.


In almost 30 years in the business, I have witnessed the majority of dealerships putting massive amounts of time, energy and money on acquiring new customers and giving only lip service around the importance of existing customers. All research, data and plain logic shows that putting the emphasis on your existing customer base first will reward you more than any other single thing you can do. I conduct interviews with dealers every day, and it’s hard to find a dealer who actually knows what their dealership’s repeat sales numbers look like. Almost none of the dealers I interview can tell me what their sale-to-service retention percentage is. Very few dealers can give a detailed explanation of their CRM process and how it is carried out, and even to what degree it is carried out. Embarrassingly, very few dealers can tell me specifically and convincingly why a customer should buy from their dealership versus their competitors’.


The traditional entrepreneurial dealer focused only on push-driven sales approaches is dead. Dealers have to be better business people than ever before. Gone are the days of being successful in spite of you. The margin for ignorance and operating error is slim.


Bury your old dealership and operating approach as you know it. Take the time to step away from your dealership and evaluate what you are doing versus what needs to be done. Evaluate the 4 P’s of your business – People, Process, Product and Positioning. Evaluate all the tools and technology you use and the effectiveness of those tools and the way they are being used or most likely not being used. You must integrate people and technology together into a cohesive sales and marketing process.


Many dealers will need to come to the conclusion that they will never be able to set up a traditional process with people carrying out all the functions they want them to. Most of your salespeople and managers are not capable or willing to do all the things you want them to do. The truth for those dealerships is that they never have and they never will. If this is your dealership, you may have to let go of your ego and design a process with job descriptions that can actually succeed. You may decide to remove some of the traditional functions and narrow the focus of each person on your team. I have often heard dealers say, “I expect my managers or salespeople to do these things.” In return, I always ask the dealer, “Do they? And if so, how often?” Most of the time, the answer is either “no” or “very little.”


It’s very clear — gone are the days where a dealer can accept that expectations are not being met. You must either improve your people and accountability of those people or completely redesign your dealership with processes and benchmarks that can and will be executed and monitored. I invite dealers to stop playing victim by blaming your people for not executing. You hired them, you set up the process and you created the accountability or lack of it. Therefore, it’s your responsibility and your job to fix it.


For a free special report titled “10 Things You Must Do At Your Dealership To Be Successful” e-mail me at with “10 Things” in the subject line.

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The Death of the Traditional Dealership: Part 2

Do you feel like you are missing out on something? Are you confused as to what the next step is in making your dealership successful? It’s a different ballgame than it was even just a few years ago. The traditional dealership is dead and you must bury it to prosper in the future.


For years, the car business could be a forgiving business. There was room for a lot of error in a dealership, and yet a dealership could still be profitable. Those days are gone. Dealerships cannot be run in only a “seat of the pants,” entrepreneurial fashion anymore. To be successful, dealerships have to be measured intensely in four areas: people, process, product and positioning.



You must choose a path that works for your dealership philosophy. You must recruit people on a full-time basis based upon want, not need. The leadership of a dealership must have a written and executed game plan for recruiting that utilizes online services, job fairs, colleges, tech schools, high schools, Web sites, micro-sites, social media, newspaper, mass media and more.


A dealership needs a detailed plan that includes interview questions, a number of interviews, personnel trained to interview, testing methods for potential job skills match, screening methods, follow-up methods, and initial and ongoing training methods for new hires.



Each dealership should have a written and executed process for every part of the dealership: sales process, Internet lead process, marketing process, service process, parts process, manager process, used car inventory process, etc. As an example, the selling process must be reviewed to make sure it is up to date and matches today’s marketplace. Most sales processes being used today were created in the 1950s and 60s and have changed only slightly. Meanwhile, for the customer, everything has changed. Information gathering, overall knowledge, shopping process, volume of choices, expectations, value perceptions and lessening of brand loyalty are all things that have changed dramatically.


Every dealership needs to review their process based upon TLC – Think Like a Customer. What are you currently doing in your dealership process that lessens customer trust or ease of shopping/buying? Most dealerships are living in the stone-age when it comes to something as simple as the meeting and greeting of the customer. Nothing in your current process is sacred, and the mantra for many things should be “just let it go.”



The days of “Stack’em deep and sell them cheap” are over. Your new and used inventory must be monitored daily using analytic systems and technology that measures not only your inventory but others and market conditions. Many dealers have fought using any type of turn system, even though simple mathematics proved you would be better off doing so. Well, the tide has turned again. Turn systems themselves are now outdated and can even lower your dealerships ROI without other factors involved. Each vehicle is an investment — just like a stock or mutual fund — and must be analyzed, bought, priced, marketed, sold and eliminated using several conditions. Just saying that you have a 45-day turn system is not good enough anymore.



Gone are t he days of running display newspaper ads and waiting for traffic to arrive. Your dealership must have a dealership strategy that combines market positioning. Selling vehicles based upon price only will not create long-term success. Successful dealers will no longer be able to delegate all of their marketing to an advertising strategy without educating themselves on the marketing and positioning aspects of their dealership.


Dealers will have to massively educate themselves on things such as direct response marketing methods, copyrighting, multi-step campaigns, integration of online and offline methods, social media, continual customer relationship building strategies, and sales to service continuity programs and retention. Dealers will learn that many advertising agencies do not understand any of these things and simply create lousy to mediocre production and buy the media. Without a well-thought strategy, using intentional congruence with all of the above-mentioned factors, you cannot be successful in this and future marketplace.


In the last year, I have asked hundreds of dealers the following questions:

• What are your overall sales to service retention numbers and percentages beyond a free first oil change?

• What are your number of inactive customers, and what percentage is that to your overall customer base?

• What is your planned and executed strategy for a continuity program to keep your customers for sales and service?


Here is the sad result: Out of hundreds of dealers, only one knew the answer to these questions. I continually find that dealers and managers do not really know what is going on in their own dealerships and are not doing anything to educate themselves to change that.


The reality is that the future belongs to dealers who educate themselves more, execute better and understand the value of speed in today’s marketplace. The marketplace of today and the future will continue to be very unforgiving, with little room for margin of error, inattention or being slothful. The traditional dealership is dead, but the exciting news is your new dealership is waiting to be born.


For a free special report titled “10 Things You Must Do At Your Dealership To Be Successful” e-mail me at with “10 Things” in the subject line.

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The Death of the Traditional Dealership: Part 1

The traditional dealership is dead, but some have not had their funeral yet. It seems as though as much as some things change in the

auto industry, as many things stay the same. Every week our trainers observe things in dealerships that look and feel like holdovers from the 1960s.


Let’s take a look at some things still commonly observed in dealerships that are outdated and should be changed.

1. Manager Towers

High towers built for managers where salespeople go to get their proposal figures. The common reason for these towers is to create a good observation point of the inventory for managers. What these towers signify is demeaning to salespeople and adversarial to customers. These towers create a manager haven for never moving, as well as an air of supremacy.


Solution: Tear down the towers. Look around your dealership and ask yourself the following question: “What do I see that looks like it’s from the 60s?” Please tear it down.


2. The Big Green Sharpie Deal Proposals

These proposals scream of adversarial “you vs. me” negotiations. The figures seem less real and more of just a thought.


Solution: Use printed or screen proposals with full disclosure.


3. Manager TOs at the End of a Sales Attempt

For those of you who may be new to the auto business, a “TO” means a “turnover.” Old-school selling means the salesperson turns over the customer to a manager when he/she cannot close a deal. Often, the new salesperson is berated for not turning the customer to the manager. The reason is the new salesperson feels as uncomfortable as the customer with this process.


Solution: Manager/Coach/Team Leader is actively involved in the sales process from the greeting of the customer. The new focus is to open the relationship so the sale can be closed. The days of sitting behind a desk and screaming at salespeople to bring a deal are dead. Managers will be hybrid sales coaches, assistants and information providers that involve the sales process, deal process and F&I assistance. No longer will the manager be expected to save a lost deal, but will be involved throughout the process with the emphasis on creating, not on saving. You manage things; you lead people.


4. Seat of the Pants Used Car Inventory Management

The days of the guru used car manager — who knows all the hot cars, market figures for every car on the market, what the correct appraisal is on every trade, what every other dealership is doing and managing the used inventory strictly by feel — is dead. The truth is that person never really existed. It was a myth and a fairy tale. Nobody — and I mean nobody — is that good at what they do.


Solution: If you do not have a used inventory philosophy, system and technology to assist you, you will forever be making mistakes that are, in today’s market, unforgiving. You must use your knowledge combined with inventory technology and up-to-date market data to be relevant in the market. The shocking truth is that the 90-, 60-, 45- or whatever-day turn systems used strictly by themselves are also outdated models that not only do not work, they create problems. Your goals are high sales, profit, ROI and yield — not just turns (more on that subject in future articles).


5. A Staff Full of Professional, “Do it all” Salespeople

This one can actually still be accomplished, but very, very few dealers actually do the things to recruit, hire and train the right people to make this happen. If you have never done this before, you will probably not do this in the future. Don’t kid yourself. Running a help-wanted ad in the newspaper, interviewing candidates without a pre-thought out plan for recruiting, interviewing, testing, screening, training and ongoing development is not trying to develop a staff of professional salespeople.


Solution: The solution for many is something most do not want to hear. For most dealerships, you will never put the amount of time, money and energy to set up a high-level approach to getting and keeping great people. It’s just a fact. The solution is to create a process that involves heavy involvement with team leaders, assistants and technology that narrows the scope of your sales staff. Most dealerships are hiring average to below-average people and expecting them to do a myriad of things they are not only not doing, but not capable of doing. Worse yet, the managers are not showing these people or inspecting the process to make sure it happens. If you are honest with yourself and this description fits your dealership, then you must try something different. The long-term health of your customer base and dealership depends on this.


I invite you to take a moment today and before you get busy with the everyday tasks to take a strong look at your dealership and what is being accomplished or not. Be honest. Are you fighting battle you have never won? Do your salespeople, managers, processes and dealership reek of the 60s and 70s? It may just be time for a funeral.

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The Death of the Traditional Salespeople: Part 3

How would you rate the skill sets of the sales staff at your dealership? Let’s review a few of those skill sets:


Phone skills — taking inbound calls and making outbound calls


Follow-up skills — Following up sold and unsold customers with an organized game plan utilizing multiple streams of follow-up methods


Marketing — Utilizing a planned and sequenced marketing campaign utilizing multiple media methods for low- to no cost self-marketing and prospecting


Action Management — Otherwise known as “time management”; a well-thought out and executed game plan for a daily, weekly and monthly action plan


Self-Education — A well-planned and executed game plan for self-education based upon increasing sales skills, people skills, life skills and marketing skills


Closing skills — The ability to bring all the work done with the customer, the relationships and value created to a purchase decision


Over the years, I have been in thousands of dealerships and know that the answers to the above questions for the vast majority of dealerships are a lot poorer than any of us would like to admit. If you are a manager or dealer, my question to you is the following:


If you have been trying unsuccessfully for many years to raise the skill levels on the above areas, what will change or make a difference in the future? If you keep banging your head against a wall and all you get is a bloody headache, then wouldn’t it make sense to try something different?


One of two things will have to change. Either you must spend the time, effort and resources necessary to recruit, hire, train and retain the right type of quality people, or you must devise a new sales process that alleviates most, if not all, of the above responsibilities from your sales staff. There is a much greater chance that you can hire and teach salespeople to execute a few things really well rather than expecting your sales representatives to execute a whole range of responsibilities at a high level.


Some of you may read this and say that I want you to just give up on salespeople and for some of you that is partially true. If you will not spend a tremendous amount of time and resources on recruiting the right people, then don’t bother in expecting better results. It’s ridiculous. What do you presently have in writing that you implement on a regular basis for a recruiting, interviewing, testing and training program for your dealership? My guess is five percent of dealerships have anything. If that is the case for your dealership, once again I must ask, “What do you expect?” If you say you want a good sales staff that performs necessary sales functions at a high professional level and you spend zero thought, time and resources towards getting good people that even have a capacity to perform these functions, then you will get what you pay for.


If you have determined that you cannot get high-quality people or do not want to spend the resources necessary to get the top quality people, then I do not find shame in creating a limited sales process with limited functions for your sales staff to ensure a high probability of success. My hope is that you chose some plan of massive action rather than keep doing the same thing and expecting a miracle. Hoping and praying alone does not seem to work. To paraphrase a quote, “Pray, but move your feet.”


To receive my articles and FREE special report on Death of Traditional Salespeople, contact me at with “Death of Traditional Salespeople” in the subject line.

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The Death of the Traditional Salespeople: Part 2

A recent article I wrote titled “The Death of Traditional Salespeople” received more response than any article I have ever written. Judging from the massive response, I struck a nerve with salespeople, managers, business owners and just about everyone who read the article. Based upon the overwhelming response and the huge amount of requests for more information on this theme, I am providing the following article.


For as long as I can remember, traditional sales training has focused highly on certain sales skills such as cold calling, presentation-demonstration, objection handling and closing. This model is outdated and out of touch. The traditional model that is taught to salespeople has an adversarial and combative tone that goes against the grain of basic human communication.


Selling is not something you do to someone. By my definition, selling is assisting people in finding and understanding a solution to their problem(s). Every buyer has a problem — whether it is a want or need problem — and it’s the job of the salesperson to guide the buyer to the solution instead of force feeding him product or services. It’s much easier to practice what I call the “slippery-slide method of selling.”


If you were at a pool and it had one of those slippery-slides, you would start at the top and slide effortless to the bottom. In sales, it’s usually the salesperson that puts obstacles in the way of the customer from fl owing effortlessly to their destination. The obstacles start in the form of an outdated mindset of “control” and coercive techniques.


Instead of concentrating so much on outdated word tracks to overpower people, why not concentrate on understanding basic human emotion and thought in assisting the customer, rather than fighting him? Let’s start with the most abused skill in selling, which is listening. So much of selling is actually just listening. It is a proven part of communication that when most people listen, they listen intently for about the first 10 seconds and then quickly shift into thinking about what their response will be. A quick shift occurs in the salesperson that is now self-focused and control oriented.


To truly listen is to seek to understand based upon complete focus on the customer and their perspective. Perception of the customer is the only reality that matters. It’s not about right or wrong or overcoming objections, but about truly understanding the customer and their thoughts and feelings. From understanding comes a shared goal-achieving process with the customer. You and the customer share a destiny, rather than acting as opposing players.


Traditional objection handling techniques stress changing a customer’s thoughts and emotions, rather than understanding them and then utilizing those thoughts and emotions to come a winning solution for the customer. I call this paradigm shift “selling form the heart.” Some old-school types will read this and think it’s a bunch of psycho-babble and feel-good mumbo-jumbo. To those of you locked into that vein of thought, understand that it’s not my mission to change you, as most adults do not change. As Jesus said to his disciples, “Don’t tarry too long with the non-believers.”

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The Death of the Traditional Salespeople: Part 1

You may find this article a bit odd, knowing that it was written by a sales trainer, but I believe that traditional selling is dead on arrival. The days of hiring and building a well-trained sales staff that executes all facets of the sale, follow up, prospecting, marketing, telephone skills and building a database of repeat buyers has, for the most part, been dead for a while.


Some of you reading this may be shocked or even angry at such a statement, and declare that it is certainly not the case at your dealership. However, it is the case for 95 percent of dealerships across the country. If you have been able to recruit, hire, train and retain a professional staff of salespeople who execute on an extremely high level then I say “bravo.” Our company has certainly helped many dealerships do the same thing. However, after almost 30 years in the business, I can tell you it is not the norm.


What I see in the auto business today, on average, is scary. I see lazy, untrained staff members who either cannot or will not learn the skills necessary to become strong, professional salespeople. I see dealerships with weak or non-existent game plans to recruit, hire and train a strong professional staff. I see managers who like to sit behind their desks and wait for untrained sales staffs to bring them deals.


I continue to see dealerships moving to more and more specialization and technology. I see dealerships utilizing CRMs, in-store or external Internet departments, outsourced BDCs and sales processes that heavily utilize managers and technology. Although technology does not sell vehicles, it surely assists you in the process. More dealerships will move towards the old school — but now new school — process of product specialists and managers. People will only be trained and expected to perform in certain areas of competency. F&I managers will be moved more towards the front of the sale rather than the back of the sale. Many smart dealers have moved towards this arrangement years ago.


Dealers have been beating their heads up against the wall forever trying to get salespeople not only trained, but get them actually doing it. For the most part, it has not worked. I have heard certain sales trainers cry out “It’s not an option.” That’s easy to say, but those same sales trainers went broke while owning their own dealerships. I am not writing this article to be politically correct. I am writing this article to be a witness to the truth as I see it. The average salesperson today in most stores is lucky to have a job, let alone resembling anything close to a professional salesperson. Customers just won’t tolerate amateurs and old school selling anymore.


If you are fighting the same battles you have been fighting for years and not getting better results, then it may be time to stop blaming your managers and look in the mirror. It may be time to try a different approach. And, to all the truly professional salespeople out there that don’t fit into the 95 percent category I mentioned, you have my apologies, as you should be held in very high esteem and not lumped in with all the rest. You are truly some of the most valuable people on earth.


If you would like to receive my free report on the new generation of selling, e-mail me at with the phrase “new generation” in the subject line.

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Choose to Win or Choose to Lose

Traffic is slow, business is weak, the economy stinks and banks aren’t buying. Repeat this mantra 100 times and see how you feel. I promise you that if you replay this message enough, you will believe it as absolute truth and become depressed and desperate. No matter what circumstances are at present, the choice is simple: You choose to win or choose to lose.


The one single ingredient that is always present in any success story is self-determination. You are always responsible. You are responsible for the good and you are responsible for the bad — it’s just that simple. If you will allow any excuse for failure — no matter how overwhelming the evidence — you have sown the seeds for more excuses to follow.


To succeed in good or bad economies takes the exact same ingredients, but in tougher times it takes more resolve to keep producing the successful ingredients. Your success or failure is based upon your beliefs and philosophy. If you do not have a belief system to support success and a personal philosophy of self-determination, you are subject to all forces that cause failure.


You must create an impenetrable mind — a mind that can sustain all attacks of negativity and philosophies of randomness. The dirty truth is that most people do not believe in self-determination. Most people are excuse makers, and have philosophies of luck and a welfare belief system.


In the United States, which is the richest country in the world, with resources and opportunities that can only be imagined by people in some parts of the world, people make excuses everyday as to how they cannot control their own destiny. It is much easier make excuses than to take control of your own destiny. After all, how can it ever be your fault? The economy is so bad, and you certainly don’t control the economy.


The economy is made up of single micro-economies that create a larger macro-economy. You do control your economy, and it starts between your ears. When you listen to the news and hear that things are not good, do you allow that to be your destiny? After all, if you hear it on the news, it must be true, right?


Let me ask you a few questions. Did you allow your expenses and debt to get too high? Did you allow weak processes and accept less-than-favorable results? Did you create an on-going relationship based marketing program to your existing customers, or did you ignore your most valuable asset — your customers? Did you neglect to install and enforce daily education? Have you massively self-educated yourself on a daily basis to stay abreast of all developments in marketing, technology, social media and marketplace changes? Have you created a marketing plan based upon measurable direct response media that you continually tweak? Do you allow excuses and surround yourself with excuse makers?


Success is based upon certain fundamental truths. Install and adhere religiously to those truths without fail and you will succeed. Although everyone has setbacks, setbacks are not failures and are only temporary signs to adjust and plan accordingly. Always ask yourself, “What’s next?” Keep moving and adjusting. Success and failure are ultimately choice. The choice is yours.

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