Ouch!

Let's preface this article by saying it isn't about beating anyone up. It's about offering realistic insights into the struggles we're currently facing. If we don't tackle the issues we face head-on, we're asking for a rude awakening in the coming months. For those living under a rock, according to a recent NY Times article, auto sales in 2023 will be at a…

Who doesn't like a nice front-end gross profit? Most of us would be lying if we said otherwise. In the last three years, things have been different, right? For the first time in years, we consistently held a healthy front-end gross profit on new vehicles. Something that seemed to be of a bygone era. Previously, we'd focus on how much we're willing to lose to hit the stair-step program from the OEM. It has been…

Difficult phone customers are the most nerve-wracking thing to deal with as a sales agent or customer service representative. Even if you have years of experience, having someone get upset or yell at you can just ruin your day. Luckily, there are skills that you can develop that make these calls easier and can even help you deescalate the situation successfully. …

We'd be lying if we said we didn't enjoy the stint when cars drove off the lot faster than we could purchase more inventory. But as that winds down, we must ask ourselves, "are we prepared to sell cars again?" Let's be honest; in the last three years, we could easily overcome objections, and more so, we could even hold record levels of gross. But did we actually follow a sales process in this frenzy? Most will…

There is nothing better than a well-oiled machine when it comes to working efficiency. On a dealership level, by that, I mean - everyone has a set of specific tasks, they focus on completing while co-workers perform separate/similar work for the greater good as well. In theory, this is the way a great business operates and succeeds. But is that truly the case when it comes to phone etiquette and process at a…

There are a few points to consider when debating on adding a service BDC. How big is your shop? What are your primary appointments being made? Are your advisors overworked, or can they handle making their own appointments? These are all important things to consider when determining whether a service BDC is right for your shop. 

A large shop should be bringing in much work. That statement alone…

It's hard to believe that March 2020 will soon be three years behind us. Digital Retailing became more than just a call to action on our websites three years ago. Many dealers quickly responded to the pandemic by offering customers the ability to purchase their vehicles online. Or in some cases, dealers provided at-home delivery. But just because dealers offered customers the ability to purchase their…

Over the past few years, managers have been working to turn every stone in the dealership regarding opportunities. One phenomenal idea created is called an “upgrade” or “exchange” program. If you’re not up to speed, a sales associate spends time in the service lane, and their job is to speak to potential service customers and work to convert that customer to a new vehicle sale AND retain a trade from the…