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When have I seen 150 dealers and a dozen vendors in one room for 3 straight days so engaged?

Never.

Perhaps its Sean Bradley’s commitment to excellence and holding dealers accountable to walk away with action plans from a crowd of unusually focused [Internet Sales 20 Dallas] IS20 members.

Only a handful we’re checking cell phone messages while in session and when you attend the next IS20 you’ll know why; you’re captivated by the content where all the standard institutional auto conference rules and guidelines are smashed.

Instead you get a room full of all star experts and hungry to learn attendees who are captivated by their colleagues, speaking up when any one point or topic needed more explanation or would merit a rebut.

We can thank Sean for his highly conscious efforts to ringmaster a conference where the content was always relevant.  My opinion, IS20 attracts some of the most innovative in the biz, who crave the most up to date practical content that provides the highest return on money and time. 

IS20 is straight legit.

I spoke on a panel about the importance of online reputation. Based on the questions and comments I received from various dealerships, there are some looming problems in the area of managing internet reputation.

For example, Google says on their Conflict of interest page: reviews are only valuable when they are honest and unbiased.  Dealers who are not focused on organically building reviews, and that means anything other than evoking a review from hot links in an email that leads that customer directly to 3rd party review sites may compromise their Google ranking, score and lead to endless hemorrhaging of removed or filtered reviews. Don’t get me wrong; there are all kinds of traditional ways to gently nudge a customer to leave a review soon after leaving the dealership, i.e., handing them a request flyer with where and how to find your dealership review sites and/or instructions for customers who have a gmail or dealerrater account as to how to post a review.

From what I see with our dealer clients, Google has been very kind to dealers that only allow reviews posted from the customer’s I.P.  Yelp, different story. I couldn’t believe how much disdain I heard about Yelp from IS20 members.  Same ol’ complaint I’ve heard from hundreds of business owners; “I accrue lots of positive reviews and when I don’t advertise upon their request, our positive reviews are removed overnight and negative is all that remains.”  My suggestion; endure the pain of filtered reviews and diversify your portfolio of listing sites and offer customers other review sites to post reviews. If you’re comfortable with paying the ransom they indirectly hold dealers hostage to buy, then look forward to 5 fat stars.  Some we’re saying at IS20 the believability of the star rating system on Yelp is disingenuous. Yelp is highly ranked; on the other hand, we know Yellow Pages are the second largest review site behind Google.

If your reputation management strategy and process is not organic, you’re short term gain, if any, will be weak at best. For example, posting reviews on a dealer owned web page may paint a picture of a dealer in more control of their reputation and no longer hostage to the Google and Yelp review removing sledgehammer.  Sounds reasonable, but here’s the problem.  3rd party review sites will rank higher, particularly on mobile, than the dealers review web pages where content is controlled and future buyers can sense manipulation or an inauthentic amount of positive reviews and stars. I still haven’t found a dealer owned customer review page with negative feedback, let alone a negative review with a manager’s response to remedy the complaint. Negative feedback that is managed, influences prospects to trust you and is fuel that can flip a sour customer to a raving advocate who tells everyone they know.  

I applaud dealers who leverage negative and respond on the dealer’s site, however responding to negative on the 3rd party review sites, specifically Google would help lift you’re Google score much more than reviews on the dealer site.  

To the point of short circuiting negative complaints; why would you not capitalize on the moment you follow up via email, offering hot links direct to review sites like Google, and also welcome complaints from customers submitted to the Dealer. This protects your CSI, amongst a hundred other great things.

News Flash! I’m yet to see a disgruntled customer who submits an unsatisfied complaint that will also post on 3rd party sites. Why? They’ve voiced concern to the dealer and will give the dealer a chance to remedy the problem.

What worries me most are the looming problems for dealers, especially those who encourage customers to post an invaluable review on a web page other than Google or other highly ranked 3rd party review sites.  I have found very few customer dealer review web pages that rank on the 1st page of Google when a “dealers name” with the keyword “reviews” is queried.

Every day I hear all the antics dealers use to capture feedback.  One review building tactic that makes me cringe is allowing an outside reputation agency to collect customer feedback who then posts the reviews on behalf of the dealer from an I.P far from the dealership. Even if the agency is in town, the methodology is manipulative and not organic. If you’re not organic then don’t expect Google algorithms to give you the top ranking when your future customers are hunting for the best dealer using local search.

p.s go claim your top review listings before your competition does

Jerry Hart
eReputationBUILDER
888-810-0441

 

 

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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

.

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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5-8-13%20Best%20Process%20one%20page.doc

4-10-13%20how%20to%20Sell%2030%2B%20one%20page.doc

http://www.internetsales20group.com

Sean V. Bradley Will Be Speaking & Presenting Workshops For The Detroit Auto Dealers Association

 

 

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http://www.internetsales20group.com

Wow This is HUGE!!!

EXISTING Dealer Peak Customers Will Receive a FREE Month Of Service For Attending The Internet Sales 20 Group

Contact Dealer Peak For Details!!!

http://www.dealerpeak.com

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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 Dealer Elite Founder & VP Of Kelly Automotive Group, Chris Saraceno At NADA 2013 from Dealer Synergy on Vimeo.

http://www.internetsales20group.com
http://www.dealerelite.net

Sean V. Bradley, Founder of http://www.automotiveinternetsales.com and http://www.dealersynergy.com had the pleasure to interview Chris Saraceno at NADA 2013 in Orlando Florida.

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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