-by Sally Whitesell for Dealer Service Magazine

Every time I do a seminar I am reminded about how confused advisors, and even managers, can be about the true responsibilities of a service advisor’s position. We simply need look at the title “Service Advisor” to get a clear understanding that this job is…

According to a recent article in Automotive News, investors and car dealers have shifted their focus to the used-car space because dealers have more pricing and profit controls; something the digital retailing space is forced to focus on.…

Most people initially struggle in sales because they’ve been taking orders their whole life. When you were young, you did what your parents told you to do. Sure, you may have bucked up a time or hundred, but immediately you’d back down from rebelling once they slapped you back with one of those, “When you have your own damn place and pay your own damn bills, then you can do whatever the hell you want to do…but until then, you better do what the hell I tell…

This has been an incredible year in many ways for our family. It has also been one of the most challenging as I nearly drowned in Lake Erie. I haven’t shared that experience with many folks however, today sharing some lessons learned might be valuable.

My first lesson was the importance of wearing a life…

Why Shop Here? Your Culture Matters.

When thinking about business operations, it’s common to examine sales strategies, customer service procedures, and customer experience. Less common is a review of dealership culture, which is the cornerstone that drives your operations and provides consistency. Business culture is the collection of beliefs, values, and practices that are more esoteric and usually…

When a customer leaves the lot without purchasing a vehicle, there's a good chance he or she will never be back. A few may return, but most won't. Does that mean you should never follow up with customers? Obviously not!

The follow-up call is critical and can absolutely save a deal. Even if only one out of ten customers comes back to the store and buys from you, it's worth your time.…

It’s a well-known fact that people buy from people (or companies) they like. There are certainly many different ways to get customers to like your dealership, from providing a great customer experience to being active in your local community.

However, consumers are increasingly finicky when choosing where to buy or service their vehicle. In…

So You Think You Could Sell Cars? 

Did you ever wonder if you would be good at selling cars in today's market?

Does the sales applicant in front you have the traits needed to succeed in Sales at your dealership ?

Why do some Sales Consultant's succeed when others…

-by Sally Whitesell for AutoSuccess Magazine

Is your top performer good enough to set the standard for your entire department? If everyone settles for reaching that advisor’s performance level, will your store truly be great?

If having all of your advisors step up to your top performer's level is your…

This week, Jeff begins a series on how to make 2019 your best year in service yet! He answers questions that are most commonly asked during this time of the year, such as: Are you in the right career? Are you working for the right people? What opportunities have been missed? Stay tuned to hear some motivating tips and encouragement for 2019 success. Copyright 2018 Wm Jeff Cowan

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Welcome to this week's edition of Black Book Market Insights, with in-depth analysis of used car and truck valuation trends and insights straight from the auction lanes. Click here to download the full…

Change. It is always happening. Our typical reaction is either happiness and acceptance, or push and resistance. Regardless of our response, change occurs nonetheless. But it is our view to what is happening and how we face the change that is always…

-by Sally Whitesell for AutoSuccess Magazine

When a potential guest calls your store, they want your store to be the place they will spend their money. The sale is yours to lose. Unfortunately, we often think of phone calls as something we need to "get handled" and hire a minimum wage employee with a nice voice to fill this position. Yet…