Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Glynn Rodean

Glynn Rodean President & CEO

Exclusive Blog Posts

The Q1 Inventory Glut - Expert Insight

The Q1 Inventory Glut - Expert Insight

You've heard about it, read about it, and probably experienced it. Q1 for the auto industry was a pretty rough one. Experts are diving into what the pr…

Online Reviews Drive Customers to Your Dealership

Online Reviews Drive Customers to Your Dealership

We’ve been in the business of reviews for quite some time now – 15 years to be exact.  As DealerRater has grown, so has the power and infl…

Devising a Perfect Landing Page

Devising a Perfect Landing Page

When your business is taken online, you have to make sure your website is generating customers and visitors. This is one of the most important things in on…

Why Writing Down Sales Goals Inspires Action

Why Writing Down Sales Goals Inspires Action

As you're considering your business plans for the upcoming year, you may have decided that you want to start setting larger goals for your business. In…

Most Valuable Insight WINNER - Ian Curickshank

Most Valuable Insight WINNER - Ian Curickshank

How well does dealership VDP engagement correlate to car sales? What do you measure your online marketing on? I'm sure lead form submissions are…

Make a Difference. Make a Change. Make It Now

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 vehicles you do.  If you try to sell it over the phone, you may be just making your closer competition’s job easier.  Make sure that you do not give TMI on the call.  Sell the appointment and the dealerships difference.  Sell the convenience, sell the fact that your service is above all others and build rapport with the customer.  This will not only increase your ROI but your ROR which is what creates customers for life.

 

Tyson Gamblin
I totally agree that people feel like they are giving excellent customer care but just give out way to much information.
Bryan Armstrong
Be transparent but let's not create an objection prior to the customer coming in the Store with over-kill. Remember keeping it simple and selling value in doing business with YOU will win out 99% of the time.
Meghan Ingram
Good point: "From the outside looking in, all dealerships look the same and do the same things." Finding a way to stand out, without giving away all the information before getting the customer into your dealership, takes a lot of practice. Pay off is worth the effort!
Jim Bell
Being transparent like what Bruan said and getting back to the basics of selling the appointment is key today, especially on the phones. If you are getting a lot of phone ups and not many appointments, you need to listen to those calls and coach them through it. The customer is just one clock away from another dealership.
Glynn Rodean
I completely understand with what everyone is say Jim Bell, Meghan Ingram, Byran Armstrong, and Tyson Gamblin, plus the many others that read. Train your team and enhance their current skills so every person they talk to wants to come down and meet them. Utilize the self-barometer technique, active listening and the two main ingredients, acknowledgement and validation. Make customers feel as if they now have a friend in the car business that will not lead them wrong. It is far too common for the dealership’s first impressions to be blown by individual sales people that are too busy or too impatient to make that difference. Owners, do quality care checks on your own team. Do they represent you in a way that you would be proud to claim for your dealership? If not, get them help.

 Unlock all of the community & features  Join Now