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Jared Hamilton
From: Jared Hamilton
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eXtéresAUTO

eXtéresAUTO

Exclusive Blog Posts

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

One of the keys to making a profit is the upsell. If you want to claim a heftier commission, upselling is a necessity. However, upselling is an art that sa…

Most Valuable Insight Finalist - Jim Roach

Most Valuable Insight Finalist - Jim Roach

Using Artificial Intelligence to Prioritize Customer Engagement If only one salesman came to work today, what is the first opportunity he should act upo…

Stop Looking at CRM Lead Duplication Negatively

Stop Looking at CRM Lead Duplication Negatively

During some recent conversations, I’ve discovered that dealerships continue to mistakenly perceive CRM lead duplication badly. I strongly believe we …

Don’t Just Sell, but also Retain CPO Buyers

Don’t Just Sell, but also Retain CPO Buyers

By Ryan Williams, president, Fidelis PPM Customer loyalty does not necessarily translate into repeat business for your auto dealership. What drives meas…

2017 Presidents Club Insights - Patrick McMullen

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FTC Slaps $250,000 Fine on Bogus Online Reviews

The FTC has made noises of late that it would be taking action about the growing problem of fake or paid for online reviews, but this week it slapped its very first fine on a company: $250,000, no small potatoes.  It’s the first clue as to what kind of enforcement and penalties are likely to unfold, according to a detailed article at PaidContent: http://paidcontent.org/article/419-ftc-fines-company-for-bogus-online-reviews/

A company called Legacy Learning Systems was hit this week with a quarter-million-dollar fine (and other sanctions) for hiring affiliate marketers to write glowing reviews about their educational DVD series, and failing to disclose they were getting paid for sales the reviews generated.

The article notes that the fake review problem (that old  ‘sock puppetry’) has been around since the Web was hatched, but we’re only now just starting to see major legal action. (Prior cases included a handful of cases that involved settlements, but not outright fines).  Experts speculate there will be more cases like this around the bend, but the FTC is barred by law from talking about investigations while they’re underway.

The FTC issued its guidelines in 2009 on reviews/testimonials, and they spell put what they deem “unfair or deceptive advertising” – because that’s essentially what it is.

A key rule: Any positive review posted by anyone connected to the seller – or someone/a business that receives cash or some form of payment – must disclose the relationship. The FTC stated: Anyone that uses someone else to “promote their products would be wise to put in place a reasonable monitoring program to verify…that they follow the principles of truth in advertising.”

The FTC is sending a clear message to businesses…

    It’s never been more important to be 100% authentic in your review-gathering and Online Reputation Management – the penalties can be HEFTY

    Never compensate in any way a customer or an affiliate for posting positive reviews

    If someone’s assisting you with Online Reputation Management, make sure you fully understand their review gathering, posting and distributing processes. They have to be YOUR real customers, and they have to post comments themselves.

The moral: Always BE authentic. There is NOTHING but dividends…because a 100% real, believable positive online reputation can drive quite unbelievable business for dealerships.

Any questions? Contact Merla Turner, Director of Dealer Training, eXteresAUTO: m.turner@exteres.com or 866-994-2613

Jared Hamilton
Proof that this isnt the standard CSI game. You cant offer customers free oil changes in exchange for good ratings. In today's world that suicide. The best reputation management strategy is to take wild good care of your customers. At its core, it starts out that simple.
Larry Bruce
Jared & Merla I would say: 1. Proof that online reviews are something that potential customers do pay attn to. 2. Proof that reviews are gaining a bad rap for being gammed. 3. Proof that the reputation of the person that is doing the reviewing is as important as the review itself. In the end having someone try to manage your reputation for you is a lot like trying to have someone be social for you, "You have to walk the walk, if your gonna talk the talk" That means you gotta do it! You're right Jared buying a good rep aint the answer this time around, you gotta actually do it.

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