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How to Determine Your Dealership’s Service Labor Sales Potential
The labor sales potential for any franchised dealer’s service department is first dependent on the units in operation (UIOs) for that franchise in the dealer’s market. Unfortunately, very few of the...
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Online F&I Profits—Who’s Minding the Store?
Dealers have a new concern. Their frontend gross is down due to the increasing number of savvy potential customers shopping for online deals. Too often, F&I is shut out of the process, because...
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Two Simple Steps to Customer “Royalty”
When are we going to start treating the pre-owned vehicle customer like royalty instead of the “red-headed step child”? When a customer takes delivery of a new vehicle, we try to make sure we do...
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How Much Service are You Providing in Your Service Department?
In order to write this blog article I am compelled to admit that on occasion I will visit… a fast food restaurant. The reason I say it that way is that I am generally known as a very healthy eater who...
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Your Buy Here Pay Here Collection CSI
How would your collection department Customer Service Index/Indicator (CSI) measure up to everyone in the BHPH industry? Most BHPH operators haven’t given it a second thought. As of yet, there hasn’t...
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Is Buying a Car a Battle of the Sexes?
Is Buying a Car a Battle of the Sexes? Shopping for a new car is still a hassle for many women. Women purchase more than 50% of all new cars or influence the purchasing of about 85% of all new cars...
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Diagnosing Your Clients’ Needs
When people think about making a vehicle purchase, they aren’t likely to compare talking with you to going to the doctor, but you should make that comparison when preparing to talk with clients....
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The Myths of Writing Service Part 2
As you remember from my article last month, myths can be very dangerous things. They can and will impede your ability to grow, expand, and succeed. I discussed some of the biggest myths surrounding the...
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How to Handle an Angry Client
Too many people, when faced with clients who range from dissatisfied to downright angry, choose the loser’s path by postponing handling the situation. Worse yet, they handle it inappropriately....
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Characteristics of a Pro
There are many traits or attributes common to those who can be called professionals in the field of automotive sales. A particular quality that separates the average from the great can be expressed by...
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Stop “Unselling” Your Customers!
How many used car deals have you “unsold” lately? Yes, exactly: unsold. Take a look at your used car closing ratio. Chances are it’s between 25 to 35% … maybe even 50%. That means you aren’t closing...
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