Terrific article. Efficiency in processes is probably more important than efficiency in any other part of the dealership. Empowerment of the sales staff not only makes the process more efficient, it should have a profound…"
"As always, Steven, you have spent the time to analyse the situation and are correct. Chat is a job that requires undivided attention. The comments made by Nicholas also strike an important chord. You are far more likely to see the…"
"Blocking and evading questions is a very good way of creating an adversarial relationship. 30 years of research have shown that sales percentage from callers increases by an average of 18% when questions are actually answered."
"Nicely said. I couldn't agree more. The next thing to get rid of is answering questions with questions. If salespeople are not trained on their product, as well as most of the used cars on the lot as well, then they don't…"
"Controlling your destiny is one thing, trying to control the perspective buyer is another. You really shouldn't try to do that, they want to feel like they are buying rather than 'being sold'. Spend some time on this site and…"
"Robert: It's an arrangement I made with Dealer Promote through a convoluted arrangement with Dealer 123. You might do well to call me up and see if I can handle it for you if you prefer. I am paying them on a credit card…"
"I hope Grant means that you don't have to answer questions with questions and that you don't have to do things that are distasteful to you. What's his point? I know that you can be successful by answering the questions and…"
"One thing that has been successful in keeping the cost of leads down is to have a reputable company handle Craigs List posting consistently and compliantly for the dealer. I have been using a system for about a year now with one of the dealers…"
"Funny, I was thinking the opposite. Most training in this area has the inverse effect. It's the training that causes the adversarial relationships to flourish in this business. I recommend that you all read some of Tom…"
"somehow, I'm not surprised. There are a lot of lawyers in CA (having been a resident of CA for my first 51 years of life) and they need as many ways to make a buck as they can find. Since the CA legislature is pretty much an extension of…"
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Marketing data knowledge and backgroud and Work with compliance training. Was one of the pioneers in internet training in the late 90's with Dealertools as well as being co-author of the training manual. With Experian for 5 years handling dealer level data issues.