From ‘Covid’ Cruise Control to Classic Sales Techniques

The automotive sales landscape has seen a dramatic shift from the easy sales days of the “Covid Years” to the current more challenging environment. During the pandemic, low inventory levels meant customers often had to take whatever was available, making sales relatively straightforward. Now, with inventory back to normal and interest rates still higher than in years past, salespeople must work harder to close deals. This shift emphasizes the need to get back to the basics of the sales process, focusing on training, customer service, and long-term career development for our sales teams.

Open Communication and Support

Open communication is crucial for creating a supportive work environment. By engaging in regular, meaningful conversations with our team members, we can understand their challenges and provide the necessary support to overcome them. This not only helps in their professional development but also builds a strong, cohesive team.

Car Sales Training and Reinforcement: Back to Basics

In the post-Covid sales environment, it’s crucial to regularly train our sales teams. This training should not focus on gimmicks or quick fixes but rather on reinforcing the fundamentals of the sales process and customer service. Ensuring our teams understand the products they are selling, know how to effectively follow up with leads, and have the tools to provide exceptional customer service is key to sustaining sales performance.

Monitoring Progress with Employee Scorecards

Using scorecards to monitor daily and/or monthly progress is an effective way to track performance and identify areas for improvement. However, it’s important to approach these discussions constructively. Instead of focusing on what the salesperson should have done, ask open-ended questions that encourage self-reflection and growth. This approach fosters a positive environment where employees feel supported in their efforts to improve. Very little is gained when we start a sentence with something like, "What you should have done is..." Instead, help lead them to the answer rather than forcing it on them.

Refining Customer Interactions with Role Play

Role play activities are an invaluable tool for refining and improving customer interactions, which directly enhances sales performance. They are also something that almost everyone hates. Why? Because they do what they are supposed to do - intentionally put us in uncomfortable situations. By simulating real-life sales scenarios, car salespeople can practice and perfect their communication skills, learn to handle objections, and build confidence in a controlled environment. These exercises allow team members to experiment with different approaches and receive immediate feedback, helping them to understand what works and what doesn’t. Role play also encourages empathy, enabling salespeople to see situations from the customer’s perspective, which can lead to more personalized and effective service. Ultimately, this continuous practice ensures that salespeople are well-prepared for actual customer interactions, leading to higher conversion rates and improved customer satisfaction.

One-on-One Meetings and Goal Setting

Regular one-on-one meetings with team members are essential for reviewing progress, determining what does or does not work, and providing time for setting realistic goals. These meetings help employees see the bigger picture of their career path, rather than focusing solely on their performance for that singular day or month. By setting long-term goals and providing continuous support, we can help our team members stay motivated and committed to their career growth with us. 

Certifications and Continuous Development

Each of the points I’ve talked about so far are the primary building blocks for you to create tailored employee certifications. Employee certification programs will keep our salespeople up to date on training and career development. We’ve done this forever with our automotive technicians, but why not our car salespeople, BDC agents, or elsewhere?  Tailored employee certifications can cover various aspects of the sales process, customer service techniques, and product knowledge, ensuring our team members are always learning and improving. This not only enhances their skills but demonstrates our commitment to their professional development. 

Career Path and Long-Term Vision for Car Salespeople

Now, how do I cultivate long-term value out of employee certifications? If our employees don’t understand where they are, where they’re going, and how to get to the next “level,”, what is keeping them from leaving us when an opportunity to jump ship comes along? Helping our automotive salespeople see a clear career path within our organization will significantly impact their motivation and drive retention. When team members understand how their daily efforts contribute to their long-term career goals, they are more likely to stay engaged and perform better. Creating structured career paths with defined milestones will help them visualize their future and stay focused on their growth. Structured career paths are also proven to improve our ability to recruit.

What Now?

As we navigate the post-Covid sales landscape, it’s more important than ever to focus on the fundamentals. By prioritizing training, setting clear goals, creating certification programs, and supporting our team’s long-term career development, we can ensure sustained success. If you’re interested in learning more about how to implement these strategies in your dealership, reach out to us directly. Let’s work together to build a stronger, more resilient sales team for the future.

Tips for Salespeople to Help F&I Managers

Let’s be honest with ourselves. Going into “the box” is what most customers despise most about buying a car. So what can we do to improve their experience and lower their anxiety? Communicate! I also want to make it clear that you should always run process changes past your manager. Regardless of how good an idea may appear to you, possibly disrupting your dealership’s established processes is the opposite of what I’m trying to help you with. Make sure your manager is on board with you trying something new.

F&I Manager Success Equals Salesperson Success

In the fast-paced world of car sales, the collaboration between salespeople and F&I (Finance and Insurance) managers is crucial for maximizing dealership success. F&I managers play a pivotal role in securing financing and offering essential products like extended warranties and GAP coverage to customers. However, over my last 10+ years in auto, one thing I’ve seen to be all too common is the awkward or clunky handoff from a salesperson to a finance manager. I’m going to provide some practical tips for salespeople to help their F&I managers thrive, helping ensure a smooth customer experience from start to finish.

Why Support Between Sales and F&I Matters

Supporting your F&I manager isn’t about easing their workload (although I’m sure they like that part); it’s about giving your customers the best experience possible. We can do this by creating a cohesive environment where everyone keeps in focus what is most important: the customer! When salespeople and F&I managers work together seamlessly, customers receive better service, which leads to higher customer satisfaction rates, more repeat customers, and increased dealership profitability.

Tips for Salespeople to Assist F&I Managers

1. Educate Yourself on F&I Products

• Role Play: First things first, you need to know what in the world happens in “the box” and there’s no better way to do it than role play. While you may have experienced it as a customer, understanding the “why” of what happens is crucial. You can learn some of this from video training but understanding exactly how the managers at YOUR store do it is the best option. 
• Product Knowledge: Familiarize yourself with the F&I products offered at your dealership and which ones your F&I Managers lean towards. They all have two or three products they are most comfortable with. This allows you to confidently address any preliminary questions customers might have and demonstrate the value of these products. You don’t want to get blindsided and know nothing about a product. 
• Compliance and Regulations: Understand the basic compliance and regulatory requirements related to F&I products to ensure you’re providing accurate information. This knowledge helps build credibility with customers and ensures you are not inadvertently misleading them. For example, knowing the specifics of your state’s GAP insurance regulations can help you provide clear and accurate information.

2. Clear and Consistent Communication

• Build Trust: Establishing a strong rapport with customers will help them feel more comfortable when you hand them off to the F&I manager. Spend time understanding their needs and preferences, and reassure them that the F&I manager is there to help them make the best decision for their situation. For example, you might say, “I’ve shared all your preferences with our F&I manager, and they’ll ensure you get the best financing options available.”
• Set Expectations Early: While discussing the deal with customers, provide a brief overview of what and who they can expect to meet in the F&I office. For example, let them know that they will discuss financing options and additional products, but more importantly, use what you learned about the customer when building rapport to build a connection between them and the F&I manager. Mention the hobbies, favorite sports teams, or interests of the F&I Manager… anything that will create commonality. This helps set the stage for a smoother transition and reduces any anxiety customers might have about the process. 
• Detail Sharing with F&I: Ensure that all relevant customer information is accurately and thoroughly documented and shared with the F&I manager. This includes the customer’s budget, financing preferences, and any specific concerns or requests they have mentioned. For instance, if a customer is particularly interested in GAP insurance, make sure the F&I manager is aware so they can tailor their presentation accordingly. Also, share with the F&I Manager some of the commonalities they have with the customer. Act like you are preparing them for a new friend, not a new customer.

3. Prepare Customers for F&I Discussions

• Introduce F&I Products Early: During the sales process, lightly touch on the benefits of F&I products like extended warranties and GAP coverage. Mentioning these products in a positive light can pique the customer’s interest and make them more receptive when the F&I manager discusses these options in detail. For example, you could say, “Many of our customers find great value in our extended warranty plans for added peace of mind.” Always ensure your manager is comfortable with you doing this before you make it part of your process.

4. Foster a Collaborative Environment

• Regular Meetings: Schedule regular meetings between sales and F&I teams to discuss common challenges, share insights, and align strategies. These meetings can help identify areas for improvement and ensure both teams are working towards the same goals. For example, discussing recent customer feedback can help both teams adjust their approach to better meet customer needs.
• Feedback Loop: Create a feedback loop where F&I managers can share insights on customer interactions with salespeople. This can help improve the overall sales process by highlighting what is working well and what could be improved. For example, if the F&I manager notices that customers often have similar questions, salespeople can address these earlier in the process.

5. Utilize Technology Effectively

• CRM Systems: Make full use of your dealership’s CRM to ensure all customer interactions are logged and accessible to the F&I team. This includes details about their preferences, previous interactions, and any notes on specific concerns or interests. For example, logging a customer’s driving habits or past accident history can help the F&I manager tailor their discussion around relevant financial products. But, this info only matters if the F&I Managers look at it. The most common reason people stop using their CRM is because they believe no one is using the info - including themselves. 
• Digital Presentations: If your dealership uses digital tools for F&I presentations, make sure you understand how they work so you can introduce them to customers if necessary. Being familiar with these tools allows you to seamlessly transition customers to the F&I process. For instance, you could explain how the digital tool will visually demonstrate product options, making it easier for customers to understand their choices. Who can sell to them better than their own psyche?

Put Your New Skills to Work

Supporting your F&I manager is an integral part of creating a seamless and effective buying experience for your customers. By implementing these easy tips, salespeople can enhance the overall customer journey, contribute to the dealership’s success, and build stronger, more collaborative relationships with their F&I colleagues. Together, you can ensure that customers leave satisfied, well-informed, and in a new car! All this ultimately drives dealership profitability and improves your reputation.

How Would You Improve the F&I Handoff?

Let’s keep this conversation going! Comment with your thoughts on how to enhance collaboration between sales and F&I teams or reach out to me directly to discuss it one-on-one. Learning from each other on how to improve customer experiences at dealerships doesn’t only help one store - it helps our entire industry!

3 Ways Car Salespeople Can Increase Sales Using AI for Free

Understanding AI and LLMs

Artificial Intelligence (AI) has revolutionized numerous industries, and the automotive sector is no exception. Put simply, AI refers to the simulation of human intelligence processes by machines. These processes include learning, reasoning, and self-correction. In the realm of AI, Large Language Models (LLMs) like ChatGPT have gained significant attention recently. LLMs are advanced AI systems that can understand, generate, and respond to human language with a high degree of accuracy. They are incredibly user-friendly, often requiring no more than a web browser to access and use, making them an invaluable tool for professionals across various fields.

With over two decades in marketing, much of that in the automotive retail space, I’ve seen firsthand how AI can transform the way sales teams operate. My passion for computer technology, especially AI, has led me to explore numerous applications that can benefit automotive dealership salespeople. 

Steps for Car Salespeople to Start Using AI

In this article, I’m going to give you 3 ways car salespeople can start using AI to improve their performance. Then, I’ll provide steps and/or sample LLM command prompts to help you generate each type of content. I can’t make it much easier. So let’s dig into some of the quickest ways to get started! I’ll be using ChatGPT for these examples but most LLMs will provide similar results. 

WARNING/DISCLAIMER: Use AI of any kind at your own risk. And one thing you can never forget is that AI never forgets. That means that you should NEVER provide private, personal, or confidential customer information into any public LLM. 

1. Creating Engaging Social Media Posts

AI tools like ChatGPT can help automotive salespeople create compelling social media content. Whether it’s a promotional post about a new car model, a recent trade-in, or customer testimonials, AI can generate engaging and relevant content quickly. This helps maintain a consistent online presence, attracting potential buyers and keeping current customers informed.

Sample Command Prompt:

“Generate three ideas for engaging social media posts promoting the new 2024 Chevy Tahoe, highlighting its sleek design, advanced features, and special financing options. Make one of the post ideas funny.”

Example Result:

Post Idea 1: Highlighting Sleek Design

Visual: High-quality image of the 2024 Chevy Tahoe in a scenic location, showcasing its exterior design.

Caption: “Ready to turn heads wherever you go? The 2024 Chevy Tahoe’s sleek design is a showstopper on any road. Stop by [Dealership Name] to see it in person and take it for a spin! 🚗✨ #ChevyTahoe #SleekDesign #NewArrivals”

Post Idea 2: Showcasing Advanced Features

Visual: Photo carousel or video highlighting the advanced features of the 2024 Chevy Tahoe, such as the infotainment system, rear-view camera, and spacious interior.

Caption: “Experience the future of driving with the 2024 Chevy Tahoe! From its cutting-edge infotainment system to the spacious and luxurious interior, this SUV is built for comfort and convenience. Visit us at [Dealership Name] and discover all the advanced features today. 🚘🔧 #AdvancedTech #ChevyTahoe #DriveInStyle”

Post Idea 3: Funny Post with Special Financing Options

Visual: Fun graphic or meme featuring the 2024 Chevy Tahoe and a playful caption.

Caption: “Why wait to own the SUV of your dreams? With special financing options on the 2024 Chevy Tahoe, you can drive it home today! Come see us at [Dealership Name] and let’s make it happen. (No, we won’t accept Monopoly money 😉) 🚙💰 #ChevyTahoe #SpecialFinancing #DriveYourDream”

2. Crafting Personalized Email Responses

Responding to customer inquiries promptly and effectively is crucial in the automotive sales process. AI can assist in drafting personalized email responses based on the specific needs and questions of the customer. This ensures that potential buyers receive accurate and helpful information quickly, improving their experience and increasing the likelihood of a sale.

Sample Command Prompt:

“Draft a personalized email response to Jane Doe that is no more than 50 words long. They are interested in the 2024 Chevy Tahoe and loved the running boards and interior. They have never bought from us and were referred by their best friend Amy. Offer to schedule a test drive.”

Example Result: 

Hi Jane,

Thank you for your interest in the 2024 Chevy Tahoe! I’m delighted to hear that you loved the running boards and the luxurious interior. It’s a fantastic vehicle, and I’m confident it will meet all your expectations.

Amy has been a valued customer of ours, and she speaks very highly of you. We truly appreciate her referral and are excited about the opportunity to assist you with your first purchase from us. Building relationships with new customers is always a pleasure, and we’re here to make the process as smooth and enjoyable as possible.

I would love to schedule a test drive for you so you can experience the Tahoe’s features firsthand. Test drives are a great way to get a feel for the vehicle and ensure it fits your needs perfectly. Please let me know a date and time that works best for you, and I’ll make all the necessary arrangements.

If you have any questions or need further information before the test drive, don’t hesitate to reach out. I’m here to help!

Looking forward to meeting you soon.

Best regards,

[Your Name]

[Your Dealership]

[Your Contact Information]

3. Creating Vehicle Walk-Around Video Shot Lists and Scripts

Video marketing is an effective way to showcase vehicles to potential buyers. AI can assist in creating detailed shot lists and scripts for vehicle walk-around videos, ensuring that all key features are highlighted in an engaging manner. This helps salespeople produce high-quality videos that can be shared on social media, websites, and other marketing channels.

Sample Command Prompt:

“Create a detailed shot list and script for a walk-around video of the 2024 Chevy Tahoe, highlighting its exterior design, interior features, and advanced technology. I want the video to be about one minute long. Introduce me at the beginning and ask people to comment with their favorite feature. ”

Example Result: 

Shot List

1. Opening Shot: Wide shot of the dealership with salesperson and the 2024 Chevy Tahoe prominently displayed.
2. Exterior Front View: Close-up of the front grille and headlights.
3. Side View: Panning shot of the vehicle’s side profile.
4. Running Boards: Close-up of the running boards.
5. Rear View: Wide shot of the rear design and tail lights.
6. Interior Front: Close-up of the driver’s seat and dashboard.
7. Interior Features: Shots of the infotainment system, steering wheel, and control panels.
8. Back Seats: View of the spacious back seats and legroom.
9. Technology Highlights: Quick demo of advanced tech features.
10. Ending Shot: Host waving and standing next to the Tahoe.

Script

Opening Shot

• Host: “Hi, I’m <name>, at <dealership>. Today, we’re giving you a quick tour of the incredible 2024 Chevy Tahoe.”

Exterior Front View

• Host: “Starting up front, the 2024 Tahoe features a bold grille and sleek LED headlights. It’s designed to make a statement.”

Side View

• Host: “From the side, you can see its strong lines and robust stance. This SUV truly stands out on the road.”

Running Boards

• Host: “Check out these stylish running boards, making it easy to get in and out of the vehicle.”

Rear View

• Host: “The rear design is just as impressive with sleek tail lights and plenty of cargo space for all your adventures.”

Interior Front

• Host: “Inside, the driver-focused cockpit features premium materials and a modern design that’s both stylish and functional.”

Interior Features

• Host: “The Tahoe is loaded with advanced features, including a state-of-the-art infotainment system and intuitive controls.”

Back Seats

• Host: “Passengers in the back will enjoy generous legroom and comfortable seating, perfect for long trips.”

Technology Highlights

• Host: “The latest tech includes a high-res rear-view camera and seamless smartphone integration, keeping you connected and safe.”

Ending Shot

• Host: “Thanks for joining our quick tour of the 2024 Chevy Tahoe. Comment below with your favorite feature! And if you don’t have one yet, well, the Tahoe might just persuade you otherwise! See you next time!”

Potential Pitfalls of AI/LLMs

While AI tools like ChatGPT offer numerous advantages, it’s important to be aware of potential pitfalls. One notable issue are “hallucinations,” where the AI generates content that is factually incorrect or nonsensical. This can lead to misinformation if not properly monitored. To mitigate this, always review AI-generated content carefully. I will provide a more detailed list of potential pitfalls in an upcoming article.

Conclusion

Incorporating AI tools like ChatGPT into the daily operations of automotive dealership salespeople can significantly enhance productivity and customer engagement. From crafting engaging social media posts and personalized email responses to improving CRM notes, creating engaging voicemails, and creating effective video marketing content, AI offers a range of free, accessible solutions. By leveraging these tools, salespeople can save time, improve customer interactions, and ultimately drive more sales.

My name is J.D. Mixon, the Director of Marketing and Customer Success with DrivingSales. With over 10 years in the automotive retail space and more than 20 years in marketing. I hope you enjoyed these tips. Comment with what else you would like AI to help you with and I'll make it my next project for you!

Building Bonds Beyond Business: Insights from Auditing an SEMD Team-Building Meeting

In a recent episode of our DrivingSales podcast, Defining Leadership, we had the pleasure of interviewing Mike Donovan, CEO and Co-Founder of Search Engines MD (SEMD). Among other things, our conversation delved into the unique challenges of fostering bonds and building relationships among team members - especially remote team members. Mike shared an innovative approach his team uses: a weekly team-building meeting every Monday morning, which even clients or prospective clients are invited to join. I was fortunate to receive one of these invitations during our interview and wasted no time accepting. 

The Power of Connection

Imagine starting your week not with the usual rush of business updates and project deadlines but with a genuine, heartfelt connection with your colleagues. That’s exactly what Mike Donovan and his team at SEMD do. These Monday morning sessions are not about business—they’re purely dedicated to team building and personal connection.

Mike explained that the meeting begins with introductions, but only if there’s a new face. If everyone already knows each other, they skip this part. What follows is an opportunity for anyone to share personal updates. This segment is wonderfully informal and organic, allowing participants to share as much or as little as they feel comfortable with.

The “Meat” of the Meeting

The heart of the meeting is a prepared question that everyone must answer. This is where the magic happens. Mike’s questions are designed to be relatable and fun, helping to uncover common interests and spark lively discussions. Whether you’re an SEMD team member or a guest, participation is mandatory, ensuring that everyone engages and contributes to the conversation.

During the call I attended, Mike asked everyone to share what food item they are best at cooking. You might think this is a simple question, but it revealed so much about each person. For instance:

• Nate shared a delicious dish he learned in Portugal which sparked questions about his travels. 
• Doug humorously confessed that he avoids the kitchen because his wife is an accomplished chef, but proudly claimed to make the “world’s best” shrimp bisque. This led to a hilarious debate about Flavor Flav’s new role as a spokesperson and investor in Red Lobster and his hopes of rejuvenating the faltering brand.
• Alicia boasted about her fantastic steaks, sparking a friendly rivalry with Kelly, who touted her unbeatable burgers that require a secret ingredient. As a testament to the comfortability of the meeting, she even shared this ingredient for the team to try. Sorry folks, while I would love to share her secret, we were all sworn to secrecy. haha
• I offered up my mother’s famous (and truly one of the only things I cook) sour cream enchiladas, recounting an embarrassing story of forgetting the crucial ingredient—sour cream! They had a field day teasing me about this blunder.

The Impact of Personal Connection

Throughout the meeting, the excitement in each person’s voice was palpable. People were genuinely interested in each other’s stories and experiences. There were even references to previous meetings’ questions, highlighting that participants pay attention and care about what everyone has to say.

This simple exercise was not just fun—it was a huge success. It provided a platform for team members to share a bit of their personal lives, fostering a sense of community and camaraderie that is often missing in work environments - did you notice that I didn’t specify “remote” work environments? By the end of the meeting, I felt a strong connection to each of these folks and later received emails requesting my recipe. I was even invited back to future meetings!

Try Something New - Don’t Fear Connection

If you’re looking to strengthen your team’s relationships, whether you’re working remotely or in person, I highly encourage you to adopt a similar approach. Here are a few reasons why this type of exercise can be so beneficial:

1. Builds Trust: Sharing personal stories and experiences helps build trust and understanding among team members.
2. Fosters Engagement: Fun, relatable questions engage everyone and make meetings something to look forward to.
3. Enhances Communication: Knowing more about each other on a personal level can improve overall communication and collaboration.
4. Creates a Positive Work Environment: Starting the week with a positive, relaxed meeting sets a great tone for the days ahead.

You don’t need a big budget or fancy tools to make this work. Just a regular meeting time, a prepared question, and an open, supportive environment. Whether you’re discussing cooking skills, favorite travel destinations, or your favorite books, these conversations can break down barriers and bring your team closer together.

In conclusion, the Monday morning team-building meetings at SEMD are a testament to the power of personal connection, contributing to their ridiculously low, almost non-existent turnover. They show that taking a little time to focus on the human side of work can lead to stronger, more cohesive teams. So why not give it a try? You might just find that it’s the best way to start your week too.

Do High Interest Rates have to mean Low Sales at my Car Dealership?

Yesterday, June 12, 2024, the United States Federal Reserve decided not to lower interest rates, maintaining the current levels. This decision will undoubtedly have a ripple effect across various sectors, including the retail automotive industry. For car dealership owners and managers, it's crucial to understand how this impacts business and the steps needed to ensure continued success despite the high interest rate challenges for automotive dealerships.

The Impact of High Interest Rates on Automotive Dealerships

High interest rate challenges for car dealerships can significantly affect retail automotive sales. When borrowing costs are high, consumers become hesitant to make large purchases like cars. This hesitation can lead to a slowdown in sales, affecting the bottom line of many dealerships. However, this is precisely when sticking to the basics of customer follow-up and addressing customer concerns becomes even more vital.

The Importance of Customer Follow-Up

Customer follow-up is the cornerstone of any successful dealership. In times of high interest rates, it's even more critical. Customers might be wary of purchasing a vehicle due to increased loan costs, so it’s essential to reassure them and address any concerns they might have. Ensuring that your sales team is diligent in following up with potential buyers can make the difference between closing a sale or losing a customer to a competitor.

Addressing Customer Concerns About Interest Rate Challenges for Automotive Dealerships

When customers express concerns about high interest rates, it’s important to be transparent and empathetic. Acknowledge their worries and provide clear, honest information about financing options. By addressing their concerns head-on, you build trust and demonstrate that you’re committed to helping them make the best decision for their situation.

Engaging with Employees: The Key to Success

While maintaining customer relations is crucial, engaging with your employees when there are interest rate challenges for automotive dealerships is equally important. High interest rates can lead to lower morale among sales teams due to decreased sales. As a dealership owner or manager, your role is to keep your team motivated and focused.

Implementing Employee Scorecards

One effective strategy to boost employee engagement is the use of individual employee scorecards. These scorecards help track performance and provide clear, measurable goals for each team member. By implementing scorecards, you can create a sense of accountability and motivate your employees to strive for excellence.

During a recent monthly review, I sat down with a sales team member to go over their scorecard. As we discussed their performance, it became clear that while they were hitting their sales targets, there was room for improvement in customer interactions. This opened up a conversation about the importance of empathy in sales. We talked about how asking thoughtful questions could help build stronger connections with customers. By understanding their needs and concerns more deeply, the employee could provide more tailored solutions, ultimately enhancing customer satisfaction and loyalty. This insightful discussion not only highlighted areas for personal growth but also reinforced the value of empathetic engagement in driving sales success.

Career Pathing for Employee Retention

In addition to scorecards, career pathing can significantly improve employee retention. By offering clear career advancement opportunities, you show your employees that you’re invested in their growth. This can boost morale and reduce turnover, even when external factors like high interest rates are affecting sales.

I remember working with a promising young agent in our BDC (Business Development Center). By mapping out a clear career path, we were able to keep him motivated and focused, ultimately leading to his promotion to a BDC team lead role. This not only benefited him but also strengthened our team as a whole.

Managing Team Expectations

When there are interest rate challenges for automotive dealerships, managing team expectations is crucial. Be honest about the current market conditions and set realistic goals. It’s important to balance optimism with realism, providing support and encouragement while acknowledging the difficulties the team faces.

One-on-one meetings can be particularly effective here. I encourage managers to take the time to sit down with each team member monthly, whether on the sales floor or in the service drive, to discuss their individual concerns and goals. This personal approach helps to maintain morale and ensure everyone feels valued and heard. It is also when you should review their monthly scorecard results. 

DrivingSales: Your Partner in Employee Engagement

At DrivingSales, we understand the interest rate challenges for automotive dealerships. Our tools and resources are designed to help you improve employee engagement and create effective scorecards. By partnering with us, you can ensure that your team remains motivated and focused, even in tough market conditions.

Conclusion

High interest rate challenges for automotive dealerships can be difficult, but by focusing on customer follow-up, addressing concerns, and engaging with employees, you can navigate these tough times successfully. Implementing individual employee scorecards and career pathing strategies can further boost morale and retention, ensuring that your dealership thrives despite external pressures.

Remember, it’s during these difficult times that strong leadership and effective management make all the difference. By staying committed to your team and your customers, you can overcome the challenges posed by high interest rates and continue to drive success in the retail automotive industry.

For more information on how DrivingSales can assist you with employee engagement and creating effective scorecards, visit our website today. Let’s work together to turn these challenges into opportunities for growth and success.

How DrivingSales Can Help Automotive Dealerships Navigate High Interest Rates

At DrivingSales, we understand the high interest rate challenges for automotive dealerships. Our comprehensive solutions are designed to improve employee engagement and accountability, helping your dealership thrive even in tough market conditions. While this blog isn’t a sales pitch, it's important to know that support is available to help you maintain a motivated and productive team.

By focusing on employee engagement and accountability, you're not just enhancing work performance—you're building customer trust and loyalty, ultimately driving your dealership's success in a competitive market.

Empowering Your Team with Targeted Training

We offer a range of courses meticulously designed to boost the skills and professionalism of your team, ensuring they are fully equipped to take ownership of their roles and responsibilities. By participating in our targeted training programs, your employees will not only excel in their current positions but also drive the overall performance and accountability of your dealership forward. This becomes even more crucial when high interest rates make the market more challenging.

Leveraging Employee Feedback to Increase Engagement

Join our vibrant community at DrivingSales to tap into continuous growth and development opportunities. We are committed to helping you harness the importance of employee feedback to create a high-performing sales team. Engaging with your employees and addressing their concerns ensures that they remain motivated, even when external factors like high interest rates impact sales. Stay tuned for more insights on how to leverage employee engagement as a key driver of success in your automotive business.

Join the DrivingSales Community for Continuous Growth

In conclusion, ensuring your team is equipped to make a positive, lasting impression on every customer interaction is essential. Tap into the resources at DrivingSales for continuous professional development and practical insights that keep your dealership at the forefront of the automotive industry. With our support, you can maintain high employee engagement and accountability, helping your dealership navigate the challenges posed by high interest rates successfully.

Reach out to see how DrivingSales can help your dealership thrive by prioritizing employee engagement and accountability. Let's work together to turn these challenges into opportunities for growth and success.

Celebrating National Receptionists Day: The Cornerstone of Automotive Retail

As we celebrate National Receptionists Day, it's crucial to reflect on the pivotal role receptionists play, particularly in the automotive retail sector. National Receptionists Day offers a prime opportunity to appreciate these essential team members, rather unsung heroes, who often manage our front desks and first impressions. Despite their value of receptionists and their critical role in shaping customer experiences, receptionists in the automotive industry are frequently underappreciated and paid rates that don't reflect their true value.

The Vital Role of Automotive Receptionists

The receptionist in any car dealership is more than just a gateway to the services offered; they are the linchpin in customer relations. Their ability to manage customer flow, address concerns with professionalism, and maintain efficiency is unparalleled. Yet, these responsibilities seem juxtaposed against the reality that many are only offered minimum wage and are often the least experienced team members. On this National Receptionists Day, we need to ask ourselves why there's such a stark contradiction in how we ignore the value of receptionists.

Why Invest in Your Reception Team?

Understanding the breadth of a receptionist's impact might illuminate why they deserve more than what is often afforded. They are not merely answering calls or greeting customers; they are the first real human interaction that clients have with your business. A positive beginning can set the stage for successful sales and lasting customer loyalty. Therefore, recognizing their contribution should go beyond verbal affirmations—it should be reflected in their remuneration and opportunities for professional growth.

The Economic Sense of Valuing Receptionists

From a purely business standpoint, investing in a capable, content, and well-compensated reception team makes sense. Skilled receptionists contribute to lower turnover rates, higher customer satisfaction or dealership CSI, and, likely, increased sales. On National Receptionists Day, and every day, they should be seen as a crucial investment in the dealership’s brand and operational success. These unsung heroes should be “unsung” no longer. 

Bridging the Gap on National Receptionists Day

This National Receptionists Day, let's start bridging the gap between the perceived and actual value of our automotive receptionists. Each interaction they manage, every problem they solve, and the cheerful way they represent our brand are foundational to our business's success. Their role should be celebrated with fair compensation and recognition that mirrors their significant contributions. I can’t begin to tell you the number of times I have seen a skilled receptionist completely turn a negative situation around. 

A Call to Action for Automotive Dealerships

To my peers in retail automotive management, this National Receptionists Day calls for a realignment of our practices concerning our reception staff. By enhancing their working conditions, we not only bolster morale but also enrich the customer's experience. Let’s commit to not only celebrating National Receptionists Day but also to enacting changes that uplift our front-line ambassadors.

Bridging the Gap: The Integral Roles of BDC Agents and Receptionists

Similarly to our receptionists, BDC agents serve as fundamental components of the automotive retail environment. However, they are another group of unsung heroes of automotive. They manage both inbound and outbound communications, nurturing customer relationships and driving sales opportunities. Furthermore, their role closely mirrors that of receptionists, with both positions critical in forming first impressions and maintaining customer engagement. However, despite their crucial contributions, BDC agents, like receptionists, often receive minimal recognition and compensation that does not reflect their value to the business.

Enhancing Recognition and Rewards for Frontline Staff

In addition, investing in the professional development of BDC agents is just as essential as it is for receptionists. These roles require robust product knowledge, advanced communication skills, and the ability to handle stress effectively. Therefore, enhancing their training and offering fair wages not only elevates their job satisfaction but also boosts their performance capabilities. Consequently, this improvement in performance directly affects customer satisfaction and loyalty. By valuing BDC agents equally with receptionists, we fortify our dealership’s operational effectiveness and foster a more united, motivated team.

Conclusion

As we honor National Receptionists Day, let’s champion the cause of our receptionists who ensure our businesses run like well-oiled machines. Their multifaceted role is integral to our operations and deserves recognition that extends beyond mere acknowledgment. By investing in and valuing our receptionists properly, we not only elevate their roles but also enhance our entire business model.

Remember, a chain is only as strong as its weakest link. In the context of automotive retail, the receptionist is far from being the weakest link; rather, they are the robust cornerstone that deserves our respect and investment.

DrivingSales: Your Partner in Career Pathing

At DrivingSales, we understand the pivotal importance of receptionists and BDC agents in shaping the customer experience and boosting dealership performance. To empower these essential team members, we offer a comprehensive suite of training resources specifically tailored to enhance their skills and professionalism. Our platform features an extensive selection of courses, with numerous modules devoted exclusively to the development of receptionists and BDC agents. By participating in our targeted training programs, your staff can gain the expertise needed to excel in their roles and drive your business forward. Join our vibrant community at DrivingSales to access these opportunities for continuous growth and development, ensuring your team is equipped to make a positive, lasting impression on every customer interaction.

Happy National Telephone Day! 📞

In the world of automotive sales and service, the power of a phone call can’t be overstated. It’s not just about the ring; it’s about building relationships, providing personalized service, and driving success—one conversation at a time.

In today’s digital age, a phone call is a personal touch that shows we truly care about our customers’ needs. Whether it’s a follow-up on a service visit, checking in after a test drive, or offering the latest promotions, each call we make is an opportunity to steer toward trust and satisfaction.

So today, let’s celebrate the device that keeps us connected to our community and clients. Because in the fast lane of retail automotive, the right call at the right time can make all the difference. 🚗💨

Urgent Vendor Assessment Needed for Automotive Retailers as Google Phases Out Third-Party Cookies

The Plan to Eliminate Cookies from Chrome

Google's plan to eliminate third-party cookies from Chrome by the end of 2024 signals a major shift for digital advertising and data privacy, particularly affecting retail automotive dealers who rely heavily on digital marketing. This change emphasizes the critical need for dealers to confirm that their vendors are fully prepared for the upcoming shift in online advertising standards.

What are Third-Party Cookies?

Cookies are small text files stored on your device by websites you visit. They collect data about your browsing behavior, helping sites remember your preferences and login information. First-party cookies are set by the site you visit, while third-party cookies track your activities across different sites for advertising. You can learn more at AllAboutCookies.com.

With these third-party cookies disappearing, dealers must pivot to alternative strategies that comply with new privacy regulations and still effectively reach customers. Google's Privacy Sandbox initiatives are exploring ways to deliver ads without personal data from browsers, ensuring marketing remains impactful without compromising user privacy.

Why Should I Care About Third-Party Cookies Going Away?

The readiness of your vendor to adapt to these changes is paramount. Automotive dealers must proactively engage with their vendors to discuss and assess their preparedness for navigating this new advertising landscape. I was told in a recent conversation with a DrivingSales customer whom I would describe as technologically informed and who uses one of the most widely used vendors in the automotive space, that their customer success manager was completely unaware of this update. My shock strongly influenced me to write this blog. It is crucial to verify that vendors have a robust plan to integrate new technologies and methodologies, like first-party data collection and contextual advertising, which do not rely on invasive data tracking.

Cody Jerry from Search Engines MD recently told me, "The impact of Google's July Chrome update is going to be extremely impactful. We've found some websites receive alerts for over 1000 'reading cookie in cross-site context will be blocked in future Chrome versions' alerts on a single page. The number of cookies actually involved tends to be 50 or more, but we are seeing alerts for Ford.com, Google, Facebook, Marchex, and more. Almost everyone's current marketing setups will be impacted."

Prepare for Third-Party Cookies Going Away

Automotive dealers should prioritize vendor evaluations to ensure their marketing strategies can transition smoothly and align with stricter privacy standards. The shift away from third-party cookies offers an opportunity to innovate and adopt more transparent, privacy-focused marketing approaches.

In summary, the phase-out of third-party cookies underscores the necessity for automotive dealers to ensure their vendors are equipped for change, safeguarding the effectiveness of their digital marketing efforts in a privacy-first world. If you don't know what to ask your vendor, I have included a list of questions below.

What is your understanding of the impact of third-party cookie removal on digital advertising?

• Gauge their awareness and understanding of the changes.

How are you planning to adapt to the elimination of third-party cookies?

• Look for specific strategies or technologies they intend to use.

What alternative tracking technologies or methods do you propose to use?

• Ensure they are considering privacy-compliant alternatives like first-party data, contextual advertising, or Privacy Sandbox technologies.

Can you demonstrate how your new approach complies with current privacy regulations?

• Verify that they are up-to-date with GDPR, CCPA, and other relevant privacy laws.

What changes will need to be made to our existing digital marketing campaigns?

• Understand how your strategies will need to evolve and what new tactics might be necessary.

How will you ensure data accuracy and effectiveness in targeting without third-party cookies?

• Assess their capability to maintain campaign effectiveness.

What is the timeline for implementing these changes?

• Check that their timeline aligns with Google's scheduled phase-out by the end of 2024.

How will these changes affect the cost and ROI of our digital marketing efforts?

• Discuss any potential cost implications or changes in expected returns.

Our Goal at DrivingSales

Our goal at DrivingSales is to advocate for every member of our Community. Please reach out with any questions or suggestions you might have. Believe your vendor is ready to go or completely clueless? Leave a review in Vendor Ratings stating as much and comment below.

Embracing the Digital Shift in Auto Parts Sales: A Necessary Leap Forward

The auto parts industry is at a crucial juncture, with digital commerce fundamentally altering business operations. As the spotlight often shines on the advancements within Sales and Service departments, Parts Departments frequently remain in the shadows, operating under the "status quo." This oversight is a missed opportunity, as the digital-first preferences shaping today's consumer and business behaviors offer a fertile ground for Parts Departments to grow and excel.

RevolutionParts' Mike Rich and Lauren Epler are stepping in to bridge this gap with a webinar tailored to uncover the potential within the digital transformation of auto parts sales. They aim to demonstrate that adapting to a digital marketplace is not as daunting as it might seem, and is, in fact, a critical step forward for Parts Departments that have been left to operate without significant innovation.

This session is set to demystify the digital shift, illustrating how consumer behaviors are gravitating towards online shopping and what this means for the auto parts industry. It's designed to show Parts Departments that transitioning to digital commerce is not only feasible but simpler than anticipated. Mike and Lauren will share strategies for leveraging online platforms, ensuring your business not only adapts but thrives in the evolving landscape.

Participants will gain valuable insights into the current digital terrain and its implications for auto parts sales. The webinar will cover practical steps for establishing an online presence, engaging customers digitally, and ultimately, expanding sales channels beyond traditional counter sales. This is especially pivotal in a time when Parts Departments are often overlooked in favor of more direct revenue-generating departments.

With a focus on actionable advice and real-world applications, this webinar is an indispensable resource for parts managers, owners, and anyone involved in the auto parts sector looking to break free from the status quo. By embracing the digital shift, Parts Departments can unlock new levels of efficiency, customer satisfaction, and revenue growth.

Join us to discover how the transition to digital commerce can be a smooth and rewarding journey, ensuring your Parts Department is not just keeping pace but setting the standard in the digital age. This is your chance to transform your auto parts business, seizing the opportunities that the digital world offers.

So stop reading and go register now!

Did you enjoy this article? Explore more on DrivingSales and share your thoughts below—we'd love to hear from you! For feedback or questions, email us at DrivingSales@drivingsales.com. Follow us on Facebook and LinkedIn, tune into our podcasts, and subscribe to our newsletters for the latest auto industry insights.

In the fast-paced environment of automotive dealerships, the Business Development Center (BDC) has emerged as a crucial player in managing customer relationships and driving sales. BDC agents, often the unsung heroes of dealerships, meticulously track every interaction with customers, whether it be through phone calls, emails, chat, etc. This data is demanded to be diligently recorded on multiple platforms such as Customer Relationship Management (CRM) systems, Dealership Management Systems (DMS), scheduling tools, OEM tracking programs, countless shared spreadsheets, and other platforms, ensuring a seamless and personalized customer experience. 

I’ve been lucky enough to build BDCs from the ground up and also to come into established BDCs to help make improvements wherever possible. If there’s one thing that I see far too often is the glaring discrepancy in how different departments within the same dealership approach accountability and the use of communication tools like CRM systems. This disparity raises pivotal questions about efficiency, customer satisfaction, and ultimately, sales performance.

The Accountability Conundrum

Why is it that sales teams, equipped with the same tools and capabilities as BDC agents, often fall short of maintaining a reasonable level of record-keeping? Despite having access to CRM systems that can significantly enhance customer interactions and sales outcomes, the adherence to rigorous tracking is not uniformly enforced. This discrepancy is even more perplexing considering that sales department personnel typically command far higher salaries compared to their BDC counterparts, who are often on the lower end of the wage spectrum. Is it time to rethink how accountability standards are applied across departments?

The Potential of Unified Standards

Imagine the transformative impact on dealership sales if the same rigorous standards applied to BDC agents were adopted by sales teams. By holding salespeople to the same level of accountability, dealerships could unlock a wealth of data-driven insights, leading to more informed sales strategies, improved customer targeting, and ultimately, higher sales volumes. The question then arises: When will dealerships start holding salespeople to the same standard as BDC agents?

Enhancing Customer Satisfaction Through Detailed CRM Notes

The benefits of comprehensive record-keeping extend beyond sales figures. Detailed notes in the CRM is proven to significantly improve customer satisfaction. Wouldn’t it be great to never again have a customer feel they aren’t being heard? By having access to a customer's complete history, sales teams can provide personalized experiences, anticipate needs, and resolve issues more efficiently. This level of attention to detail fosters trust and loyalty, which are critical components of customer retention and word-of-mouth marketing.

As the automotive industry continues to evolve, the need for cohesive and accountable use of CRM and other systems across all dealership departments becomes increasingly apparent. It's time for a paradigm shift that recognizes the value of uniform accountability standards. By bridging the accountability gap between BDC agents and sales teams, dealerships can enhance customer satisfaction, streamline operations, and drive sales to new heights. The question remains: Are we ready to embrace this change?

To be clear, my thoughts on inconsistent accountability don’t apply to every single store out there, but I think most managers who have worked at multiple stores would agree it is far too common. I also want to give a big shoutout to folks like Norma R., Kevin H., and Eric F. for doing things the right way with their own teams and trying to lead up to influence those around them.

Please engage with me in the comments below: How do you think better CRM utilization could transform your dealership's performance and customer satisfaction?