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Stan Sher

Stan Sher President

Exclusive Blog Posts

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What People Are Looking For In An Auto Repair Shop

Those who have been involved in some sort of accident have the next step of finding an auto repair shop. These shops are not all created equal as some are …

One Price Selling – What Are You Waiting For?

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What Is Your Chemistry With Women Buyers?

Wow, its December. Last month of the year. Now is the perfect time to begin to reflect on the customer processes, engagement and strategies you have in pla…

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Want to Advance in Business? Here are a Few Ways to Stay on Top of Your Game

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BDC training for 2017

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  We have a service and sales bdc team for each of our stores. One is a Hyundai store and the other is a Chevrolet store. We have Three sales Bus…

Automotive CRM: Differentiate Your Processes

 

The automotive industry is always evolving and with that evolution we must constantly adapt to the changes.

 

Question: When is the last time you thoroughly reviewed your CRM processes in your dealership?

 

Think about it.  A CRM in the dealership is generally setup for sales people to enter an UP and follow up with sold/unsold customers by scheduling phone calls and email actions.  The CRM is sometimes setup to properly follow up with internet leads.  However, not many CRM systems are setup to follow up with lease retention, equity mining, service, birthdays, and other events that can enhance the guest experience of doing business with the dealership.

 

Now if the proper processes have been setup for he dealership, when is the last time they were updated?  Do you continue to send the same old message month after month?  It is amazing how most of the time I walk into a dealership to setup and train processes only to find that the dealership is relying solely on what the CRM company had installed during installation.  Every dealership needs to have an effective action plan for proper CRM management.  This includes templates, action plans, and reporting.  A large dealer group needs to employ a CRM administrator to work the CRM a full 45 hours a week while smaller operations need to have proactive management.

 

The bottom line is that it is very important to manage and maintain the CRM system in dealerships on a daily basis.  In many cases, the proper use of merging can clean duplicates.  When a CRM is used properly there should never be a need for excel spreadsheets to measure performance.

 


by Stan Sher
www.dealeretraining.com
Practices and viewpoints expressed on this blog are my own

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