Brandin Wilkinson

Company: Woodworth Chrysler Dodge Jeep Ram Ltd.

Brandin Wilkinson

Woodworth Chrysler Dodge Jeep Ram Ltd.

May 5, 2018

Contradictive Marketing

I define contradictive marketing as misleading the public with your product or service for your personal gain.  It borders on false advertising and every dealer has been guilty of it at one point or another.  The majority of dealers still operate this way unfortunately, but there are a minority of dealers, including Woodworth Chrysler Dodge Jeep Ram Ltd., that have chosen to take an authentic approach to marketing, and it’s paying far higher dividends than contradictive marketing ever could.


See if your dealer is guilty of contradictive marketing and what you can do to get away from it.


Examples of contradictive marketing:

 

“Our prices won’t be beat!” – Yes they will

“We are the friendliest dealer in town!” – No you’re not

“We have excellent customer service!” – You have a 3 Star Rating

“Come in for a hassle free buying experience!” – You host a 3rd party private sale monthly

“All on-site vehicles only $77 per month!” – For the first 6 months only (slightly misleading)

“Your relationship is important to us!” – Sends automated emails, letters, and pop-up chat is a person that doesn’t work at the dealership

“Yes we have this advertised vehicle in stock” – No you don’t and you know it

 

It’s fair to say that some dealers may be oblivious to contradictive marketing as they truly believe they are the friendliest dealer in town.  But the ones who advertise that they have excellent customer service with a 3 star rating are intentionally misleading the potential consumer.

 

We get caught in this trap as dealers because we’re so focused on the next deal.  The more focused you are on the next customer, the easier it is to forget about taking care of the last one that bought from you.


For those who choose to be in this for the long-term, call it the “Infinite Game”, they understand that marketing the answers to the following questions is a more valuable marketing strategy.  One that is genuine and true to the dealership and its employees, which translates onto the client.  This generates more loyalty and higher repeat/referral business, the most valuable kind of business there is.

 

  • What’s your unique value proposition?
  • Why do you do what you do?
  • Do you provide thank you prizes to your clients that bought recently or are you part of the majority where they attempt to bribe their next client through extravagant prizes (ex: if you buy now, then you’ll get this)?
  • Does your entire team understand and know why you do what you do?
  • Are the front-line people aligned with your vision?

 

If your team doesn’t understand the previous two questions or know the answers to them, then your clients can’t either, no matter how much money you waste on advertising.

I think you would agree that the consumer is far more educated today than they were even 5 years ago, as an industry, it’s time we become smarter with our marketing.

Brandin Wilkinson

Woodworth Chrysler Dodge Jeep Ram Ltd.

President / Owner

Author - ReThink Selling: Why You Only Know 20% of Sales (coming summer of 2018) Owner - Woodworth Chrysler Dodge Jeep Ram Ltd. Founder - ReThink Selling www.rethinksellingu.com Founder - BidzAuto... disrupting the automotive industry starting September 2018 Top 40 Under 40 Automotive Professional in North America

1988

5 Comments

May 5, 2018  

There are some great examples here of things dealers say in their marketing that they "believe" but don't actually deliver on. When the owners, executives, managers and worker bees all understand the vision goals it's different. I've worked for a dealer who strives to follow up on the commitments it puts out there in its marketing, big difference! 

Derrick Woolfson

Beltway Companies

May 5, 2018  

@Brandin, great points! Especially the cliche value statements in which case are most often not true - where the customer just wants their questions answered. It should not be a struggle. 

Chris K

Supersports

May 5, 2018  

Very important subject and I'm extremely cognizant of this. I just added cdk connected store to be transparent my sales manager saw it for the first time when it went live and he said the site looks great but you just got to take off the finance payments in the lease payment customizer. I told him no we're not. I'm a little tired of following all the great advice over many decades as a digital marketing guy/ internet sales manager/ and all the petty crap we've had to contend with over the years.  Many of us have poured our hearts into this, followed through with everything I'm supposed to, best practices, Digital Dealer award recipient, but have to deal with the managers that doesn't want to play the internet the right way. They all can go to hell because I know how this works. From when you spot an ad or CE of EDP online connect with our BTC who convinces you to visit our dealership because we will take very good care of you, and then give all of our promises and hand them over to the sales department in hopes that they don't screw up all the good that we just did. And it's the job of the sales department to deliver on the Promises of all the branding & advertising such as we've got the best price in town, blah blah. Well damn it give it to them the first second they come into the dealership and let's stop playing games.

Brandin Wilkinson

Woodworth Chrysler Dodge Jeep Ram Ltd.

May 5, 2018  

Couldn't agree more Chris! And you're message is bang on with Dale Pollak's (founder of vAuto) new book "Like I See It" which I'd highly recommend to you. Here's a brief section of my personal notes that I took relating to what you're talking about: 

 

Chapter 4: From the Upper Hand to the Giving Hand

  • It used to be less transparent so consumers were easily taken advantage of and they were none the wiser
  • Perhaps if today's consumer understood the old way of selling, they would appreciate how it's done today.  At the very least, it's a little transparent
  • Traditional selling isn't meeting today's consumer expectations
  • It's imperative to keep pricing consistent across all channels
  • Buyers want transparency yet dealers are reluctant to provide it. Those who do, have an advantage
  • Information from AutoTrader (think BidzAuto as its a win/win for dealer and consumer):
    • 72% of Consumers want to spend less time at the dealership
    • 56% want to start the process online
    • 45% want to remain anonymous until completely necessary
  • Trust and responsiveness trump price according to Driving Sales
  • 56% of consumers would buy from the same dealership again if this preferred way of dealing was met
  • Consumers want dealers to give the price first, they want us to make the first move
  • 3 Steps to lend a helping hand:
    • 1. Engage
    • 2. Communicate
    • 3. Automate
  • What's the goal with your website? To get an appointment, sell a vehicle, start a conversation? How is your website aligned with your goal now?
  • Let the consumer structure the deal without providing personal information for optimal success (payments, price, term, finance rates, etc. available without providing info)
  • 85% of consumers want the F&I information before getting a quote
  • 66% of consumers say they would purchase if they had the appropriate information ahead of time
  • At some dealers in the States now, they are making more per transaction and closing at a higher rate online for F&I than they are at the dealership

Mark Nicholson

Absolute Results

May 5, 2018  

Contradictive marketing would be counter productive. The pool of customers is not endless, and shady ops will pay eventually. 

Most marketers track their efforts, and can tell you whether a campaign is effective.
I believe if one were to properly track the ROI of contradictive marketing, they would find it to do more harm than good.

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