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September 2016, Auto Dealer Today - Feature

Dealership Family Values

By Jason Heard

General sales manager offers three tips for treating employees like family — without all the drama.

Tags: employee retention, employees, Family

September 2016, Auto Dealer Today - Feature

No Privity? No Problem!

By Thomas B. Hudson, Esq.

An Oregon dealer learned that enforcement of the federal Truth in Mileage Act can include tracing the chain of ownership back to the original seller.

Tags: mileage, Odometer Fraud

September 2016, Auto Dealer Today - Feature

Condition Reports: Let’s Get Digital

By Shane Skinner

Paper documentation is hurting your service department’s bottom line. Here’s how to fix it.

Tags: Customer Service, digital, documentation

September 2016, Auto Dealer Today - Feature

Optimize PPM for Service Retention

By Ryan Williams

Is easy and effective service retention too good to be true? Prepaid maintenance expert offers advice for keeping your shop at capacity.

Tags: Customer Retention, Parts and Service, PPM

September 2016, Auto Dealer Today - Feature

3 Ways to Boost Upsell and Compensation

By Jim Leman

By improving the customer experience, creating a spiff program, and financing repairs, you will create new opportunities to increase your service revenue — and your advisors’ paychecks.

Tags: compensation, Customer Experience, maintenance upsell, Repairs

September 2016, Auto Dealer Today - Cover Story

The Master at Work

Steve Travis has been a member of the Liberty Toyota staff since 1978 and has earned a number of awards, including nomination to the 2014 Assembly of Champions. Photo: Brent Asay

By Tariq Kamal

As a Master Diagnostic Technician and Toyota Assembly of Champions honoree, Steve Travis has delivered 38 years of service and international recognition to Larry H. Miller Liberty Toyota.

Tags: Dealers, Maintenance, Toyota, vehicle diagnostics

August 2016, Auto Dealer Today - Feature

The Doctor Is In

Photo: Peter Duffy

By Stephanie Forshee

Howard ‘Doc’ Schwartz has technically been in the car business for 50 years, but he treats every day like it’s his first.

Tags: Sales, Sales Professional of the Month

August 2016, Auto Dealer Today - Feature

Sweat the Small Stuff

By Thomas B. Hudson, Esq.

When it comes to regulations such as Truth in Lending and Reg Z, there are no technicalities, only violations.

Tags: Legal, Regulation Z, Truth in Lending Act, violations

August 2016, Auto Dealer Today - Feature

Get More Out of Facebook

By Cliff VanMeter

Use the 1-2-3 method for managing engagement on Facebook and the Rule of 5 to keep from becoming overbearing.

Tags: Customer Engagement, digital marketing, Facebook

August 2016, Auto Dealer Today - Feature

3 Keys to Millennial Training

By Tony Troussov

Dealers are using relatable content, brevity, and new technology to design new training modules for their youngest staffers.

Tags: Millennials, Sales Training, Training

August 2016, Auto Dealer Today - Cover Story

How to Hit the Microtarget

By Troy Smith

Dealers are driving timely, relevant communications with data-driven microtargeting. Digital marketing expert explains how it’s done and why it works.

Tags: Data, digital marketing, target marketing

July 2016, Auto Dealer Today - Feature

The Boiling Point

David Gesualdo

By David Gesualdo

The Dealers’ Choice Awards reflect the will of the voters and the temperature of the industry.

Tags: Awards, Dealers Choice Award

July 2016, Auto Dealer Today - Feature

Good News for Dealers Who Love Bad News

By Rico Glover

Whether you realize it or not, intent-based search optimization is making or breaking your digital marketing campaigns.

Tags: Customer Retention, online marketing, SEO

July 2016, Auto Dealer Today - Feature

Starting in Gear

Courtesy Toyota of Vineland (N.J.)

By Stephanie Forshee

Harry Klekos puts his all into his first meeting with each customer, and he expects them to be just as upfront as he is.

Tags: Customer Satisfaction, Sales, Sales Professional of the Month, Sales Tactics

July 2016, Auto Dealer Today - Feature

Dealer ‘Clipped’ for $2.4 Million

There is no law against welding two undamaged vehicles together, but attempting to hide the "new" vehicle's history can cause more trouble than it's worth.

By Thomas B. Hudson, Esq.

A South Carolina dealer learned the hard way that concealing damage to a used vehicle can result in costs that far outweigh its value.

Tags: Lawsuit, Legal, Used Vehicles

July 2016, Auto Dealer Today - Feature

4 Benefits of Centralized Accounting

By Eric Marcel

Multistore dealers are using centralized accounting practices to improve consistency, productivity, and customer and partner relationships — and, most importantly, save time and money.

Tags: Accounting, Dealers, Dealership

July 2016, Auto Dealer Today - Feature

How to Improve Your Recon Turn

By Dennis McGinn

Dealers are using time-to-market to improve reconditioning processes, reduce costs, and maximize profits on used-vehicle sales.

Tags: inventory, Rapid Recon, Used Vehicles

July 2016, Auto Dealer Today - Feature

So Many Products, So Little Time

By Ronald J. Reahard

With finance reserve under attack, dealers must be increasingly selective when it comes to F&I products. Top trainer offers guidelines for choosing the products that offer the most value to your dealership and your customers.

Tags: F&I, F&I Products, Training

July 2016, Auto Dealer Today - Feature

World War Gen Z

By Mike Burgiss

Members of Generation Z are the anti-Millennials, and they’re coming to a dealership near you.

Tags: Car Buyers, Generation Z, Sales, Sales Training

July 2016, Auto Dealer Today - Cover Story

Best of the Best

By ADT Staff

Dealers honor their favorite vendors, technology providers, trainers, and finance companies in the 12th annual Dealers’ Choice Awards.

Tags: Awards, Dealers, Dealer's Choice Awards

June 2016, Auto Dealer Today - Feature

Road Weary

David Gesualdo

By David Gesualdo

The publisher returns from a long road trip with regulatory compliance on his mind.

Tags: CFPB, compliance, Regulations

June 2016, Auto Dealer Today - Feature

Sit Back and Unwind

By Jason Heard

Back-outs are part of the dealership life. What’s your policy?

Tags: Customer Satisfaction, Customer Service, Policies

June 2016, Auto Dealer Today - Feature

Language Skills

Photo by Lenny Ramos

By Stephanie Forshee

David Kim became a 30-car guy by building an impressive base of repeats and referrals among Korean-Americans.

Tags: Customer Retention, repeat and referral sales, Sales, Sales Professional of the Month

June 2016, Auto Dealer Today - Feature

Look Within

By Thomas B. Hudson, Esq.

If you’re wondering where all those pesky rules and regulations come from, look no further than the dealer down the street.

Tags: CFPB, Legal, Regulations

June 2016, Auto Dealer Today - Feature

New Topic for Your 20 Group

By Brent Tally

Facilities expert outlines strategies, concepts and metrics that could make you the star of your next 20 Group meeting.

Tags: 20 Groups, dealer facilities, facility upgrades

June 2016, Auto Dealer Today - WebXclusive

The Digital Marketing Dividing Line

Andy MacLeay

By Tariq Kamal

Dealer.com’s Andy MacLeay sorts through the latest developments and explains the importance of measuring intent and connecting car buyers with dealers — and their vehicles.

Tags: Cox Automotive, Dealer.com, digital marketing, Trends

June 2016, Auto Dealer Today - Feature

Your F&I Process is Dragging You Down

When Howard Hughes designed and built airplanes, including the so-called “Spruce Goose,” he paid attention to every last detail. The author advises dealers to do the same for the F&I process. 

By Jim Maxim Jr.

Technology expert explains how new menu technology is helping dealers build more trust, sell more products and speed up the F&I process.

Tags: F&I menus, F&I Process, F&I training

June 2016, Auto Dealer Today - Feature

3 Pitfalls of Analysis

By Mark Stringfellow

Properly analyzing the connection between a positive online and in-person experience requires dealers to reconsider the way you analyze metrics and respond to bad reviews.

Tags: Customer Retention, Customer Satisfaction, online marketing

June 2016, Auto Dealer Today - Cover Story

Feed the Need

By Michael Maledon

The time to reexamine your fair credit compliance policies and programs has come. Expert identifies five crucial areas of exposure.

Tags: compliance, Credit, Credit Scores

May 2016, Auto Dealer Today - Feature

React, Adapt, Win

David Gesualdo

By David Gesualdo

This month’s dealer profile is proof that adaptability breeds success.

Tags: Dealer of the Year, Dealers, F&I, Legal, Sales

May 2016, Auto Dealer Today - Feature

Take Me to Your Leader

By G.P. Anderson

How do you handle unhappy guests who want to speak to the boss?

Tags: Customer Retention, Customer Service, F&I, Sales Tactics

May 2016, Auto Dealer Today - Feature

Fair Play

By Stephanie Forshee

Scott Kemp has been one of Crippen Auto Mall’s top two salespeople every month for more than 15 years, and the secret to his success is simpler than you might think.

Tags: Sales, Sales Professional of the Month

May 2016, Auto Dealer Today - Feature

Zombie Arbitration Agreements

By Thomas B. Hudson, Esq.

A Georgia case proves the wisdom of a periodic review of your dealership’s forms.

Tags: arbitration agreements, Lawsuit, Legal

May 2016, Auto Dealer Today - Feature

How PPM Drives Retention

Properly designed and presented maintenance programs help auto dealers engage customers throughout the ownership cycle.

By Ryan Williams

With rock-solid processes and measurable goals, prepaid maintenance programs can help dealers keep more car buyers coming back and create limitless service and sales opportunities.

Tags: Customer Retention, Maintenance, Prepaid Maintenance, Sales

May 2016, Auto Dealer Today - Feature

Your Culture Is Causing Stomachaches

By Harlene Doane

Just when you think you have your dealership culture figured out, something causes that familiar pain in your gut to return. Operations expert shares advice for avoiding upset stomachs in the workplace.

Tags: Customer Service, dealership culture, DealerStrong, Operations

May 2016, Auto Dealer Today - Feature

The Why of F&I

In the finance office, products that fit the needs of the customer, their vehicle and your market offer real value and drive real profits. 

By Ronald J. Reahard

Justifying the existence of the F&I department requires dealers to take a hard look at the value it offers to customers and its effect on the sales process.

Tags: Dealers, F&I, F&I Products, Sales, Training

May 2016, Auto Dealer Today - Cover Story

The Ratings Giant

Allen Turner’s Pensacola, Fla. Hyundai dealership beat out 800 competitors nationwide to earn DealerRater’s 2016 Dealer of the Year honors.  Photos by Caleb Pierce

By Tariq Kamal

Allen Turner credits his Hyundai store's 2016 Dealer of the Year award to a customer-first sales and service philosophy that has generated more than 1,000 positive reviews on DealerRater.

Tags: Dealer of the Year, Dealers, Hyundai

April 2016, Auto Dealer Today - Feature

Welcome to Cigar City

By David Gesualdo

Tampa will host Dealer Summit, an event tailored to the needs of dealers and dealership management.

Tags: Dealer Summit, Dealers Choice Award, F&I and Showroom

April 2016, Auto Dealer Today - Feature

Don’t Ignore Your Managers

By Steve Fox

GM says dealers who fail to reward open communication will find that minor issues can develop into major problems.

Tags: Communications, Dealership, managers, Service

April 2016, Auto Dealer Today - Feature

Strange Adversaries

By Thomas B. Hudson, Esq.

The CFPB has found an unexpected foe in Eric Schneiderman, an activist attorney general who believes arbitration is ‘efficient and effective.’

Tags: CFPB, legal training, lemon law

April 2016, Auto Dealer Today - Feature

Take Control of Your Used-Car Inventory

By Bill Mokry

If you give your used units the attention they deserve, they will reward you with increased profits.

Tags: Dealership, Inventory Management, Used-Car Sales

April 2016, Auto Dealer Today - Feature

Are You Ready When the Phone Rings?

By Tony Troussov

If your team’s phone skills have faded in the Digital Age, you may be losing opportunities. Map out the road to the appointment and make sure no sales call goes unanswered.

Tags: phone customers, Sales Training, Training

April 2016, Auto Dealer Today - Feature

The Price Is Right

Photo: John Holstein

By Stephanie Forshee

Ed Price stands at the threshold of retirement after more than 25 years at West Virginia’s Stephens Auto Center.

Tags: Sales, Sales Professional of the Month

April 2016, Auto Dealer Today - Cover Story

Your Ecommerce Director: In-House vs. Outsource

Among other duties, a dedicated ecommerce director builds and maintains their dealership’s presence online, on social media and on third-party review sites.

By Matt Childers

Who is in charge of your digital campaigns? Building an online presence requires real leadership, and the choice between hiring an in-store ecommerce director or outsourcing those duties depends upon the wants and needs of the individual dealer.

Tags: digital marketing, e-commerce, online advertising

April 2016, Auto Dealer Today - Feature

5 Dos and Don’ts of Local Search

Where is that dealership? In-market car buyers rely on local search to quickly and easily find businesses in their area.

By Troy Smith

Local search is absolutely essential to making sure car buyers can find you, but it is an easy target for competitors and disgruntled employees who may wish to hijack your directory listings.

Tags: Dealerships, digital marketing, search engine optimization

April 2016, Auto Dealer Today - WebXclusive

How to Get Your Dealer License

Photo: James Pierce

By Todd Bryant

Expert offers a six-step plan for first-time auto dealers.

Tags: business tools, Dealers, Legal, Regulations

April 2016, Auto Dealer Today - WebXclusive

Launching Special Finance: Part Six

Photo courtesy Tax Credits

By Greg Goebel

Despite a parade of obstacles, Champion Motors’ Red Team pulls out a win in overtime.

Tags: DealerStrong, Finance, special finance, Training

March 2016, Auto Dealer Today - WebXclusive

6 Tips for Your Next YouTube Video

Many dealers don’t realize they can use the cameras built into their late-model smartphones to record YouTube-quality videos. Photo by Karlis Dambrans

By Brian Wiklem

Digital marketing expert offers six surefire ways to boost leads from the videos you post online.

Tags: digital marketing, internet marketing, Social Media, YouTube

March 2016, Auto Dealer Today - WebXclusive

Launching Special Finance: Part Five

Champion Motors’ new SF department hit a couple speed bumps in Month Four but continued to show progress in setting appointments and making sales. Photo by Michael Coghlan

By Greg Goebel

Website and BDC issues have slowed but not stopped the progress of Champion Motors’ new special finance team.

Tags: DealerStrong, Finance, special finance, Training

March 2016, Auto Dealer Today - WebXclusive

What to Expect in 2016

The Honda Civic was the No. 1 leased vehicle in the U.S. last year, a sure sign that leasing’s popularity is no longer limited to the highline segment. Courtesy American Honda Motor Co.

By Vic Lance

Dealers have much to look forward to in 2016, a year in which new-car sales are expected to continue to rise and a number of other trends will affect the way you do business.

Tags: Autonomous Driving, Honda, Leasing, New-Vehicle Sales, Regulations, Ride-Sharing, Trends

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