NextGen Professional Automotive Sales and Service, is more than just making certain technologies available.  Having all of the technology in the world will not help you when it comes to the human touch, communicating and connecting with customers in a way that not only builds commonality but gives the customer the “I gotta guy” feeling.  The biggest buzz that I have heard in the trenches over the past several months is the underlying concern of a broken internet process.   My first question to each and every one of them is why is it broken?   It is important that you understand the underlying factors of why otherwise when you go to fix it you will come up with a Band-Aid solution that corrects it for the moment, but then reverts back to the same ineffective process that you started with.  Don’t make rash decisions without really understanding what is going on currently, what you would like to see happening and then determine what p...

Differentiation.   What is it?  I don’t know about you but I am sick to death of people throwing the word differentiation around with no specific, precise course of action.  It is essential that we accentuate specific differences between us and the stereotype of our industry.  From the outside looking in, all dealerships look the same and do the same things in the eyes of  customers.   Find your way to stand out from the masses.   First impressions last a lifetime and you will never have the opportunity to change how you made a new customer feel.  Make sure that each customer is treated with respect and is left with the feeling that they “gotta guy” in the business.  Every time you pick up the phone know that it is your one shot to stand out.  Train your team to sell the sizzle of why the customer should buy from your dealership and not the guy down the block.  Your competition has the same vehicle...

Many have requested a copy of the slides from my presentation at Digital Dealer 9 in Las Vegas on "The Evolution of Business Development - The Hybrid BDC".  This download also includes the audio files of example "what not to do" phone calls.

You can grab my presentation here >> www.NewVisionSales.com


 -- Glynn Rodean
866-532-2827

Digital Dealer 9 in Las Vegas was the best Automotive Conference yet! Thank you Mike, Cliff, Greg, Liz and the entire Dealer-Communications / Dealer Magazine Team. Thank you also for all the great meetings and people with whom Tracy, Robert Smith and I had the pleasure of meeting and sharing our experience. -- Glynn

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To my fellow Dealers and managers re: Glynn Rodean at Digital Dealer 9 in Vegas this October..."

 

Non-buyer follow up, service retention follow up, service decantation follow up, verifying all customer info and gathering all data(email, numbers, etc.) is a must in a car dealership! I can assure you Glynn will blow you away with his process, enthusiasm, and ability to execute the above mentioned. He out does himself in every category!

Louie Herron

Louie Herron Toyota

Milledgeville, Ga

 

 

Glynn,

Your organization is top notch. As a general manager you help my dealership achieve a 2800 percent increase in one year. We went to President's Club in that year and that reflects on the processes you helped me implement once I arrived in Columbia. Now in Florida I always come to you for advice and help and watch as the organization I am with now struggle because of not having your vision and drive . My hope is to work with you again once the people I

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Before you can hire, you have to recruit and that doesn’t mean just placing an ad in the local paper. Recruiting for a business development center (BDC) is serious business because these individuals will represent your dealership to the community. They will be your voice, your first impression. If you hire the wrong people, you could inadvertently ask prospects to shop elsewhere.

I am assuming you have already hired an outstanding business development manager (BDM)— that is, someone who can “show, not tell” other employees how to do their jobs. Hopefully, you have not hired an overpaid data entry clerk whose job is to create reports, as is done in many dealerships. You are ready to hire the business development representatives (BDR). This can be done in-house by a qualified BDM or it can be outsourced. For an inexperienced BDM, you may want to outsource the staffing the first time and have the BDM involved throughout the process.

Often, when dealers are contemplating starting a business development center (BDC) in their dealership I am asked, "Who should run the BDC?" The question I should pose to that dealer is: how good do you want your BDC to be? A business development manager (BDM) is directly responsible and accountable for maximizing sales and profitability of the BDC to agreed levels of performance. To achieve top performance, you have to hire top talent. Before you begin searching for the right BDM, you will need to understand the proper dealership personnel structure once you implement a BDC. Sales Department BDC Dealer Dealer (or GM) GM BDM GSM BDL Sales BDR Notice that the BDC is not a part of the sales department. It is a separate department accountable to only the highest level of management in the dealership. This means you are looking for a top-level manager. Applicants looking for a $40,000-a-year job are not your candidates. You should expect this person to earn $60,000 o...

I am told that in the early 70's, finance offices were not in every dealership. They were just beginning to pop up here and there. Today, almost every dealership has a finance department that is responsible for their own production separate from the sales department. A similar thing started happening a few years ago with Internet departments. Now many dealerships have Internet departments separate from the traditional sales staff. Today, business development centers (BDCs) are in the same evolutionary realm. At what point should your dealership make that paradigm shift? That depends on your motivation. Several factors motivate dealers to implement a BDC. Some of those factors include their customer base, sales lead volume, advertising dollars spent and basic trust. Any one of these factors by itself may be enough to drive you to invest in a BDC, but when you combine the force of the four factors, it usually becomes a question of why haven't you already implemented a BDC, n...

In today's market, many dealerships are leaking money. They are unknowingly minimizing, rather than maximizing, the effectiveness and profitability of their marketing efforts. The source of this leak is a brilliant invention more than 130 years old. It is also the instrument used for endless marketing efforts, oftentimes by some of lowest paid (and least trained) employees in a company. I am referring, of course, to the telephone. The good news is this leak can be repaired. In recent years, the term BDC has been discussed (or cussed) extensively. Most people understand that BDC is an acronym for a Business Development Center. However, the role and function of a BDC varies by dealership as much as the different models made by manufacturers. BDCs are so underdeveloped in many dealerships that they are often confused with a Customer Service Center. The only thing these two departments have in common is that they both use the telephone. A customer service department utilizes Cu...