Matt Weinberg, SVP of Consumer Experience at Drive Motors, presented our latest webinar. He discusses the evolution of the Internet lead and shows you how to increase your closing percentage on the leads you get from your website.

How are you working to engage your Internet leads?

Combination of Robust Integrations Enable Next-Level Personalization Across Customer Lifecycle

 MISSION, Kansas, January 17, 2019 – With a surplus of information right at their fingertips, car buyers are doing more advance research than ever, and they expect dealers to do their homework as well. Yet, when customers walk into a store, they often know more about the dealership than the dealership knows about them. VinSolutions is working to close this gap by investing in a new artificial intelligence product called VinSolutions Connect Automotive Intelligence.

Connect Automotive Intelligence, which will be available to view at the National Automobile Dealers Association (NADA) convention later this month in San Francisco, will help dealers better act on customer engagement and data. The tools will analyze customer communications and behaviors to provide dealers with insights on the best opportunities and how to engage them to deliver a more personalized experience.

VinSolutions is currently piloting the product, which includes three new artificial intelligence-enabled tools for Connect CRM: Engagement Strength, Sentiment Analysis and Buying Signals.

1. Engagement Strength: Measures a salesperson’s interactions with an existing prospect or customer. By tracking a salesperson’s customer interaction frequency, the tool highlights engagement trends and helps managers better visualize how a salesperson is performing in the CRM.

1. Sentiment Analysis: Uses artificial intelligence to determine customer sentiment and intent by analyzing text messages and emails. This analysis helps identify revenue opportunities and highlight the customer interactions that will build satisfaction.

1. Buying Signals: Captures and analyzes shoppers’ online behaviors and distills them to predict shopping personas, shopping preferences and the sense of urgency. Rather than leads coming into the CRM without any context of the prior online shopping behavior, this new enhancement leverages known online traffic to increase speed of sale and build trust with the shopper.

“Modern businesses today excel by being more consumer-facing,” said Kevin Frye, eCommerce Director, Jeff Wyler Automotive Family. “For us, personalizing each customer experience is a high priority. Connect Automotive Intelligence will allow us to deliver a more consumer-facing journey with timely, relevant and personalized communications”.

For new technologies like artificial intelligence to be fully leveraged, another important step must be taken — technology integrations. As part of Cox Automotive, Intelligence works with solutions from its sister companies, including Autotrader, Kelley Blue Book, vAuto, Dealer.com, and Xtime, to streamline workflows, reduce duplicate data entry, and ensure dealers get more value from their software investments. These key integrations, which help drive personalization across the entire consumer lifecycle, will also be filtered through these artificial intelligents-enabled enhancements to bring the most opportunity out of the marketplace for dealers.

“Dealers are at a turning point in the industry, where delivering on a personalized and efficient customer experience will be critical to ensuring long-term profitability and lifelong customers,” said Lori Wittman, senior vice president of dealer software solutions at Cox Automotive. “VinSolutions is investing big in Connect Automotive Intelligence to bring together technology and powerful integrations to ensure dealers have the insights they need to create the tailored experience consumers expect today.”

About VinSolutions

As the provider of Connect CRM, a leading dealership customer relationship management system, VinSolutions helps more than 5,000 dealers make every connection count. VinSolutions products integrate dealership systems, processes and tools to deliver a single view of the customer across the business – so dealers can focus on building relationships throughout the sales cycle. Founded in 2006 and headquartered in Mission, Kansas, VinSolutions fosters dealership success by providing a fully customizable suite of solutions, including equity mining, market pricing and desking tools, combined with the continuous, personal support of a designated Performance Manager. VinSolutions is OEM certified by every major manufacturer and is Autosoft, CDK, Reynolds & Reynolds and Dealertrack DMS certified. VinSolutions is a Cox Automotive™ brand.

About Cox Automotive

Cox Automotive Inc. makes buying, selling, owning and using cars easier for everyone. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, 40,000 auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

Media Contact:
Lisa Aloisio
Lisa.Aloisio@coxautoinc.com
404.725.0651

I went through an interesting epiphany when I was first promoted to a Sales Manager.  As a sales rep, I was pretty good.  I knew that I made my own money.  As a sales manager, I soon realized that I was relying on others to make me money.  As a result, training became something on which I focused.

Training is an important part of the sales manager role. Regardless if you dedicate time to train in the dealership, training happens.  Your sales reps are learning.  The goal is to make sure they are learning the right things that will help them succeed.

Let’s take a look at something you need to add to your training calendar.  This can have a drastic impact on the experience you are providing your customers.

In the Customer Experience Research project we conducted at DrivingSales, we performed a global principal component analysis or PCA.  A PCA is a statistical procedure that transforms variables into patterns.  In our global PCA, we wanted to identify the things customers valued most in their interaction with a dealership.  The results?

With over 1 trillion possible combinations, the top two were, “I would like a relationship with a dealer I can trust”, and “I need to like and trust the person I am purchasing from.”

Build a sales staff that can develop trust in themselves and your dealership is extremely important to an improved customer experience.  How do you train your staff on trust?

We analyzed the responses of the research and identified the five elements of trust.  Let’s review each one.

1.  Knowledgeable.  This is the first of two no-brainer ways to build trust.  Your salespeople need to be knowledgeable about the products they are selling.  But it’s more than just spitting out vehicle facts.  Sales reps need to understand the needs of their customers and map vehicle features to benefits that satisfy those needs.  It’s different than a walkaround contest.  How can you train your salespeople on tailoring the vehicle presentation to the needs analysis?

2.  Establish rapport.  This is the second of the no-brainers.  Salespeople have been trained since the dawn of time on the importance of building rapport.  Even in the digital world, this importance has not changed.  Make sure your sales team doesn’t shortcut this important element of trust.  Just because customers are coming in knowing the exact car they want to buy doesn’t mean your reps should skip this step.

3.  Takes the customer seriously.  This was an element that surprised me.  It seems simple on the surface, but our interviews with customers show that dealership salespeople are still not assuming their customers are there to buy.  If they feel like the customer isn’t there to purchase, they tend to skip out on the first two elements (knowledgeable and establish rapport).  We’ve all seen the Google stats on how many dealerships the average customer will visit.  Why are we still struggling with this?

4.  Low Pressure. Customers stated over and over again that they didn’t want or like it when there was pressure from their sales consultant.  How can you train your salespeople to tone down the pressure and turn up the knowledge and transparency they provide?  Take some time to analyze your current process and see how you can make the experience low pressure.

5.  Empowered.  In our research, customers hate it when a salesperson has to ask their manager about every little thing.  Customers felt like their sales consultant didn’t have any authority to diverge outside of the strict process steps.  Some of them actually wondered why they just couldn’t deal with the manager directly if they were the ones with all the answers.  How can you empower your salespeople and train them on how to handle customer questions?

As you train and develop your staff, find some time to train on the five elements of trust.  A good activity would be to audit your sales process and identify any steps or parts of it that detract from trust.  Replace these steps and components with ones that actually build trust with customers.  This will help improve the customer experience of your dealership and as a result improve your sales performance.

Customer Experience is the ultimate competitive advantage.  Period.  More than location, franchise, market.  Think about it.  Customers can buy a [Make you sell] anywhere.  Why should they buy from you? In an environment of too many choices, you need a customer experience that people talk about.

The problem is, Customer Experience is a huge topic.  How do you determine what to focus on? What will have the biggest impact?

DrivingSales conducted a research project around Customer Experience, and we got to the bottom of the key components your customers are looking for in their vehicle purchase.  Focusing on these components can help you prioritize your efforts, and training on these components can set your dealership up for success.

What are the components that make up a customer-centric experience?

Total transparency

Is anyone surprised this is number one? The industry has been talking about transparency for years.  But it’s more than just price. Think about the different parts of your sales process where transparency can improve the customer experience.

How transparent is your trade process? Do you get the customer involved and explain how the vehicle value is calculated? Does your Used Car Manager meet the customer? Do you provide any validation to the customer on how the number was determined? Think of how you can tweak your process to improve trade transparency.

F&I is another area where transparency can definitely be improved. Too often the Finance Manager meets the customer late in the sales process.  Customers know it’s coming, and they don’t like it. How can you get your F&I department involved earlier in the deal?

These are just two steps of the sales process that can be improved. Audit your process and eliminate any transparency gaps. Transparency = trust.

Flexibility in Process Steps

The traditional sales process is linear. A linear process is easier to manage and control. And customers don’t like it.

Think about how you shop online. There is a wealth of information available, and you have the ability to control how you consume it. You may read reviews first, or possibly you watch videos of the product. The point is, you are in control of your buying process.

Customers want a process like that. They want to determine the order of the steps. They may want to drive the car first, or they could want to know what their car is worth before committing to a test drive.

This one requires more training and refinement, but how can you give your customers more control of the sales process? By giving up control you can get closer to a deal.

Consistent Communication

Regardless of how a customer is communicating with your dealership, you must be consistent.

This means a consistent online and offline process. You should provide the same information to a consumer in your store that you would online.

In addition, customers don’t want to repeat steps. For example, if I fill out a trade form online, I don’t want to repeat the process in the dealership. In my mind, I already completed that step.

Another part of consistent communication is empowerment. Your salespeople need to be trained to provide information for the customer when they need it. Customers don’t want a sales rep that goes to the desk every time a question is asked. This is part transparency and part salesperson knowledge.

At the end of our research, we asked customers if they would buy more vehicles if the process wasn’t so difficult, and 56% said they would. Now, I understand there are economic factors such as negative equity. An upside-down customer isn’t going to be able to trade more frequently. The point is, we can create some market demand if we improve the process for our customers and provide a better experience. Customer Experience has economic value.

What steps are you taking to improve the customer experience in your store? How much time do you dedicate to training on experience?

ATLANTA, December 11, 2018 – Advancements in car technology are making vehicles safer and easier to drive, and with automakers introducing so many new features, it can be challenging for consumers to know which options matter most. To help car buyers choose the right tech for their next new car, the editors at Autotrader have put together their list of the Best New Automotive Technology for 2019. Safety enhancements and smartphone integrations top this year’s list of tech options car shoppers should consider.

“From surround-view cameras to steering avoidance, new technology features can give drivers a better look at what’s around them or extra help to prevent collisions,” said Tara Trompeter, managing editor for Autotrader. “Car buyers can find many of these technology options in every segment, from sub-compact cars to full-size SUVs, making it worth checking closely to see what’s available across different models and brands.”

With the latest technology moving into more vehicles every year, car buyers may be surprised at what they find in the recently released 2019 models. The expert editors at Autotrader have highlighted some of their top technology picks that should land on every car buyer’s check-list.

Autotrader's Best New Automotive Technology for 2019

 High Resolution, Multi-Angle Surround View Cameras

Surround view cameras are moving from luxury vehicles into mainstream sedans and family SUVs, including vehicles from Chevrolet and Nissan. These cameras can improve visibility outside of the vehicle to minimize blind spots and assist with parking. They also can be used inside the vehicle to keep an eye on back-seat passengers. Traditionally low-res feeds also are now being replaced with crisp, clean, high-res imagery.

 Apple CarPlay and Android Auto

Many automakers are now offering a better way to connect your smartphone to the vehicle’s infotainment screen, allowing you to take advantage of your apps, contacts and music. Chief among the benefits is the ability to use smartphone navigation apps. A few automakers, such as BMW, also are offering the connection wirelessly.

Wireless Charging

Tired of keeping track of those charging cords? New smartphones from Google, Apple and Samsung offer wireless charging capability. Automakers, including Honda, Hyundai, Ford and Toyota, have taken note and now offer a standard or optional feature to wirelessly charge your devices through charging pads, typically in the center console. 

 Vehicle Control Via an App

Taking even greater advantage of your smartphone, automakers are increasingly allowing you to interact with your vehicles remotely using a mobile app. Honk the horn, flash the lights, start the car or monitor the area around your vehicle – all from the app. Tesla is a leader in this segment, while Buick, Chevrolet, BMW, Lincoln, Volvo and others offer their own solutions. Most are free or require a small monthly subscription fee.

 Steering Avoidance

As we move closer to a fully-automated future, new features inch closer to that reality. Vehicles from Volvo, Lexus and others can be had with steering avoidance systems able to automatically swerve to miss objects in the road ahead or keep your car centered in the lane.

Digital Gauges

Digital gauges in some models are replacing static, physical gauges to create a dynamic screen for sharing more relevant and customizable information. Audi's Virtual Cockpit system is one of the leading designs in the industry, but more mainstream automakers, including Ford and Mazda, have adopted their own variations of the digital gauge cluster as well. These gauges can provide a better view of vehicle behavior and performance, such as fuel efficiency, and also can incorporate navigation directions.

 Road Scanning

A more advanced feature found in luxury lines, road scanning uses cameras to search the road ahead for imperfections and automatically adjust the vehicle’s suspension to account for them. Mercedes-Benz’s Magic Body Control is among the leaders in this area. While not widely available yet, road scanning systems can deliver a smoother, quieter ride and should be considered for high-end vehicles.

Semi-Autonomous Driving

While we're still years from a vehicle that can drive itself without any human input, semi-autonomous driving features that compensate for human error are becoming more commonplace. The most noteworthy development in this area is Cadillac's Super Cruise system, which can pilot the vehicle at speeds of zero to 85 miles per hour, allowing the driver to take their hands off the wheel. Tesla and other automakers have their own versions of this technology, and more automakers are expected to introduce their own versions in the very near future.

For more news from Autotrader, visit press.autotrader.com, follow us on Twitter at https://twitter.com/Autotrader_com (or @Autotrader_com), Instagram at https://www.instagram.com/autotrader_com/ (or @autotrader_com), like our page on Facebook at https://www.facebook.com/autotrader/, add us on Snapchat (@Autotrader_com), and get updates at Google+ at https://plus.google.com/+Autotrader.

 About Autotrader
Autotrader is the most visited third-party car shopping site, with the most engaged audience of in-market shoppers. As the foremost authority on automotive consumer insights and expert in online and mobile marketing, Autotrader makes the car shopping experience easy and fun for today's empowered consumer looking to find or sell the perfect new, used or Certified Pre-Owned car. Using technology, shopper insights and local market guidance, Autotrader's comprehensive marketing solutions guide dealers to personalized digital marketing strategies that grow brand, drive traffic and connect the online and in-store shopping experience. Autotrader is a Cox Automotive™ brand. Cox Automotive is a subsidiary of Cox Enterprises. For more information, please visit http://press.autotrader.com.

 About Cox Automotive

Cox Automotive Inc. makes buying, selling, owning and using cars easier for everyone. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, 40,000 auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

 Here's a quick tip you can use in your walkaround that can increase your sales performance TODAY. Your sales process doesn't need wholesale changes. Often its little tweaks like this one that can help you improve your walkaround.

It's no secret that customers are wary of the Finance department. Jason explains a simple tip that can help you build trust and set you up for F&I success.

How are you introducing Finance into your process? What do you find works the best?

Sydney, Australia – November 30, 2018 – Autotrader today announces the launch of its car trading platform in Australia following two years of collaboration with Australian car dealerships. Backed by the scale, size and experience that comes from the Cox Automotive global operation, the Australian launch of Autotrader marks a major step change for the industry with its innovative approach to car trading.

 The platform uses cutting edge technology to aggregate data so buyers can easily compare the price of a vehicle to the market estimate of similar listings. Autotrader also provides greater connectivity between buyers and dealers by showcasing dealer profiles, as well as third party ratings and reviews. The platform’s technology is designed to create a more realistic picture of the deal buyers are getting, which helps instill confidence in the buying process. Dealers in turn benefit from better informed and more confident buyers who require less education regarding price through the selling process.

A high impact multi-million dollar marketing and traffic acquisition campaign will support the launch of Autotrader in Australia. The campaign includes digital, TV, print and out of home advertising, as well as public relations – all designed to drive buyers to the platform.

Shaun Cornelius, CEO of Cox Automotive said, “We’re thrilled to be launching this innovative automotive platform in Australia. Buying a car is a big decision that can come with a lot of risk. Autotrader’s goal is to reduce this risk by providing greater transparency and facilitating stronger trust in the seller buyer process.”

He added, “Through our extensive consultation process with the local auto industry over the past two years, we’ve identified a gap in the Australian market. To address this, our focus is on giving buyers a better online experience. This means helping buyers understand how the vehicle they’re considering ladders up against similar vehicles for sales, they understand the reputation of the dealer they’re purchasing from. Ultimately this means Autotrader is cutting out legwork for dealers as they receive leads from buyers who are more primed and ready to purchase.”

The key features that differentiate Autotrader from other car-selling platforms include:

• Kelley Blue Book – Kelley Blue Book is a tool that gives consumers a comparative pricing guide for their purchase by comparing a huge vehicle listing inventory and showing the fair-market estimates.

• Dealer Reviews – Dealer reviews via Google hosted on the site, allowing buyers the benefit of understanding previous buyers’ experiences prior to purchasing a car.
• Dealer Destination Pages – Dealer Destination Pages gives each dealer the opportunity to create a unique profile and platform to promote their dealership.   
• Access to two platforms - For dealers, sellers will be given more avenues to access their inventory through the automatic listing on CarsGuide that comes when they list on Autotrader.

For more information, visit the Autotrader website: https://www.autotrader.com.au/

About Cox Automotive
Cox Automotive Inc. makes buying, selling, owning, and using cars easier for everyone. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto®, and Xtime®, are passionate about helping millions of car shoppers, 40,000 auto dealer clients across five continents, and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately owned, Atlanta-based company with revenues exceeding $20 billion.www.coxautoinc.com

As a manager in a dealership, in any management position, you need to find time to lead and develop your people. But how do you find time in your hectic day to lead?

Many days I'd go home wondering what I accomplished that day. Such is the nature of the manager position. Prioritization is key, and in this clip we talk about how you can schedule opportunities to lead.

How do you engineer time to develop your team? Have you found keys to identifying leadership opportunities?