Consumers are drowning with information online in their car buying journey. Learn what’s distracting your visitors, how to engage them and proven tactics to keep their attention. Download Storyboard
The relationships between a dealer and the vendor reps that call on him or her have always been an important part of the retail automotive business. I noticed in the 70s, that the newspaper rep was the information conduit between local dealers. The GM would ask, "What are you hearing out there?" At a minimum, they needed some gauge as to whether their own movement is sales was something earned or simply a function of the local market going up or down.
Today, dealers have access to incredible tools like J.D. Power's PIN for transactional data and Dataium for shopping data. (Both can be acquired for free in their basic forms.) So the vendor rep has less usefulness as a mere conduit of information regarding sales and shopping activity in the local community.
Some reps are leaned on heavily by dealers for their knowledge about technology and other vendors. They often hear things like, "I'm not happy with my website, what are you hearing about Dealer.com?" Dealer satisfaction studies and rich repositories of dealer reviews, like DrivingSales.com, allow dealers to accesses hundreds of opinions and ratings from other users at one time. So the value of this added service can best be obtained from sources other than the rep.
Ironically, most dealers are not receiving all the value from vendor products that they should be or could be. Personal selling is very expensive. Reps need to be constantly evaluating the performance of their dealer customers and recommending actions sure to increase profitability. That doesn't mean just up-selling them all the time. Dealers need to be diligent about asking the question, "what can I do to get more value out of your product?" Just telling the rep that you are not happy with the product or not happy with the price will likely put them on the defensive and eliminate any chance you had of getting real value out of them.
I've written plenty about when dealers should not buy something, but millions of dollars are being wasted each week on vendor products that should be purchased, but the dealer is only extracting a fraction of the value from. From my experience, most dealers using vAuto are getting sufficient value from the product, but not all the value it is capable of delivering. Some dealers buying leads from AutoUSA, Dealix, Autobytel, and NewLeadsPlus have teams skimming those leads rather than working them diligently. A good rep can show you signals when that takes place. Many dealers using listings services like AutoTrader.com, Cars.com, Edmunds, and others are not sufficiently merchandising their vehicles to receive full value. Worse, they are too slow in merchandising their vehicles at all.
As a dealer, you may wish your vendors would just move to a transactional selling model and lower their prices accordingly. Over time, I'm certain that more and more vendors will do that. For now, you are paying the price anyway, so you may as well be strategic about how you extract value. Some reps are as useless as a hangnail, but many know how to get maximum value from the products they sell. Start there. If you exhaust their ability to improve the value of their products, then you can grind them or dump them; however, it may not be the most profitable place to start.