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July 2013, Auto Dealer Today - Feature

Check The Stubs

Greg Goebel is the CEO of Used Car University LLC. GoebelG@AutoDealerMonthly.com

By Greg Goebel

Fraudulent paystubs are a serious threat to your dealership and the trust you’ve built with your finance companies.

Tags: bank fraud, Consumer FInancial Protection Bureau, Credit, Credit Applications, Federal Trade Commission, Finance, finance company, fraud, special finance, testimonials

July 2013, Auto Dealer Today - Feature

Failure To Sign

Thomas B. Hudson is a partner in the law firm of Hudson Cook LLP.  THudson@AutoDealerMonthly.com

By Thomas B. Hudson

A Georgia dealer dodged a legal bullet after management failed to sign a document, but there was no escaping the cost of defending the matter in court.

Tags: arbitration agreements, documentation, implied warranty, Lawsuit, legally binding, warranty, you review your closing processes and training mat

July 2013, Auto Dealer Today - Feature

Putting Up A Fight

By Stephanie Forshee

The industry continues to emerge from the Great Recession, but dealer-protection bills approved in New Hampshire and Colorado prove that not everything is getting back to normal.

Tags: auto dealer, dealer bill of rights, dealer protection, disenfranchisement, economic downturn, Essential Brand Elements (EBE), facility upgrades, lawsuits, lobbying, NADA, OEM, two-tier pricing

July 2013, Auto Dealer Today - Feature

3 Sales-Killing Words

By Michael Cassinelli

F&I expert identifies three words producers need to avoid at all costs when working with customers. Find out what they are and what words you should use instead.

Tags: auto finance, Customer Service, extended warranties, F&I, F&I pricing, F&I products, Finance, GAP, Pricing, sales, Sales Process, sales skills, Service Contracts, Word Tracks

July 2013, Auto Dealer Today - Feature

12 Steps To Selling Service

Don Reed is the CEO of DealerPro Training Solutions.

By Don Reed

The magazine’s service coach breaks down a service-selling process that can deliver a 30 to 50 percent closing ratio.

Tags: building referrals, CSI, feature benefit selling, profit, repair orders, sales, selling service, service department, vehicle delivery

July 2013, Auto Dealer Today - Feature

Deconstructing The Tax Relief Act

By David Keller, CPA, CFE

Accounting wiz explains three key points dealers need to know about the Taxpayer Relief Act of 2012.

Tags: fiscal cliff, leasehold improvements, Obama, Obama administration, tax payer relief act, Tax Revenues

July 2013, Auto Dealer Today - Feature

Millennials, Mobile And F&I

By Tom Callahan, President Ally Insurance

Technology in the hands of a skilled F&I salesperson will help empower the customer.

Tags: Consumer Buying Habits, CSI, CSI score, electronic leads, F&I process, Generation Y, Internet customer, internet sales, Millenials, technology

July 2013, Auto Dealer Today - Feature

Telling The Future

By Gregory Arroyo

The editor bites on a pitch for an article about the future of auto retailing, a topic he's steered clear of given the emotions it tends to stir.

Tags: branding, Cars.com, Dealer Websites, Dealership, Electric Vehicles, Essential Brand Elements (EBE), Factory Image Study, InInternet Shopper, NADA, National Automobile Dealers Association, OEM, sales pitches, Tesla, Website

July 2013, Auto Dealer Today - Cover Story

Test Drives Delivered: A Profile of a Unique Seattle Startup

John Wehr (left) and Grant Feek (right) cofounded Tred in 2012. Wehr, the company’s chief technology officer, spearheaded technology projects for HiiDef Inc., creators of Flavors.me and Goodsie.com.

By Stephanie Forshee

A Seattle startup is taking a different approach to improving the car-buying experience, one that is supposed to drive a better connection between dealers and their customers.

Tags: concierge services, Customer Service, customer service innovations, dealership profiles, Innovations, Online Buying, sales incentive ideas, Tred, West Coast dealerships

June 2013, Auto Dealer Today - WebXclusive

Data-Driven Sales

By Courtney Cole

The magazine’s back-page columnist lays out a plan for getting customers to pull the trigger on a new car. All it takes is a little tech and the right data.

Tags: BDC, Customer Loyalty, Customer Retention, data mining, dealer website, marketing, repeat and referral sales, ROI, technology

June 2013, Auto Dealer Today - Cover Story

On the Go

By Stephanie Forshee

Mobile CRM can allow salespeople to access key data without ever having to leave the customer’s side. Managers can use the same technology to keep their employees in line, even when they are out of the office. But legal experts say that both conveniences can be areas for concern.

Tags: BDC, Charapp & Weiss, CRM, DealerSocket, Fisher & Phillips LLP, Gartner Research, Mobile Applications, mobile solution, SoftwareBlog

June 2013, Auto Dealer Today - WebXclusive

10 Must-Dos Before Selling the Store

By ADM

Now that the economy has turned around, selling a dealership can be done with a lot more comfort. But dealers need to be smart before making any hasty decisions.

Tags: auto dealerships, BDC, dealership owners, National Automobile Dealers Association, Selling an auto dealership, selling the store

June 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Prince Sinsuat

By Brittany-Marie Swanson

More than 4,000 Stokes Honda North customers have purchased cars from Prince Sinsuat in the 12 years he’s worked the showroom floor.

Tags: client relations, creating relationships, CSI score, Customer Service, internet marketing, repeat and referral sales, sales, Sales Tactics, top sales associate, top sales producer, YouTube

June 2013, Auto Dealer Today - Feature

Describing F&I's Role

Thomas B. Hudson is a Partner in the law firm of Hudson Cook LLP. THudson@AutoDealerMonthly.com

By Thomas B. Hudson, Esq.

The magazine’s legal eagle dusts off his soapbox to deliver a warning he’s delivered countless times before. But this time, there’s more at stake than the threat of consumer lawsuits.

Tags: Consumer FInancial Protection Bureau, discrimination, Finance, Indirect Lending, lawsuits, loans, Regulations, retail installment contracts

June 2013, Auto Dealer Today - Feature

The Invisible Customer

Julie Jamison is the director of marketing at CAR-Research XRM.

By Julie Jamison & Keith Shetterly

Your CRM contains a goldmine of sold customers, however industry pros explains why these leads often go missing.

Tags: CRM, Customer Loyalty, customer satisfaction, customers, Email, Email Marketing

June 2013, Auto Dealer Today - Feature

CRM Goes Beyond Technology

Phillip Barras, vice president of dealer services for Dominion Dealer Solutions Phil.Barras@AutoDealerMonthly.com

By Philip Barras

It takes more than technical know-how to maximize your CRM tool. The experts agree that process, accountability and personal leadership are the keys to success.

Tags: CRM, CRM data usage, data mining, digital retailing solutions, DMS integration, PCG Consulting, repeat and referral sales, sales, technology solutions

June 2013, Auto Dealer Today - Feature

Going Toe-To-Toe With Google

Brian Burt BBurt@AutoDealerMonthly.com

By Brian Burt

If your business depends upon online search results, any changes to Google’s algorithm can have a profound effect. Web marketing expert offers six steps for responding to an unexpected change.

Tags: customer satisfaction, Dealer Websites, Google, Online Marketing, Online Marketplace, search engine optimization, social media, updates, web marketing, YouTube

June 2013, Auto Dealer Today - Feature

Capturing The Special Finance Lead

Greg Goebel is the CEO of Used Car University LLC. GoebelG@AutoDealerMonthly.com

By Greg Goebel

Special finance expert Greg Gloebel explains how he would spend his advertising dollars to attract credit challenged customers in today’s market.

Tags: advertising, budget, Consumer Portfolio Services Inc., credit application, Greg Goebel, Internet Leads, marketing, ROI, special finance

June 2013, Auto Dealer Today - Feature

From Products To Finance

By Tariq Kamal

Two years ago Douglas Duncan started Global Lending Services, a company that is now on the path to becoming a national player in that segment.

Tags: ABS, Douglas Duncan, F&I products, Global Lending Services, GLS, Resurgent Auto Finance, subprime, Subprime Financing

June 2013, Auto Dealer Today - Feature

The VIP Treatment

By Brittni Rubin

Facing OEM-mandated facility upgrades, Hoffman Audi took the opportunity to give its service drive a makeover that is winning praise from customers.

Tags: Audi, budget, Customer Reviews, Customer Service, customers, Essential Brand Elements (EBE), facility upgrades, marketing, OEM, Promotions, social media

June 2013, Auto Dealer Today - Feature

5 Barriers To CRM Success

Greg Wells is president of AllCall Automotive Contact Center. GWells@AutoDealerMonthly.com

By Greg Wells

Expert Greg Wells identifies five common obstacles to success and explains how to knock them down.

Tags: CRM, digital marketing, follow up, sales training, technology solutions, Tips for Success, training director, Web Tools

June 2013, Auto Dealer Today - Feature

Controlling The Deal

By Gregory Arroyo

Unable to ditch his F&I roots, editor Gregory Arroyo makes a strong case for why the F&I office should have a role in a dealership’s CRM efforts.

Tags: CRM, data mining, effects of the recession, F&I, Finance, incentives, Industry Summit, JM&A Group, Sales Tactics, Web Tools

May 2013, Auto Dealer Today - WebXclusive

Target Your Customers

Paul Potratz is COO of Potratz Advertising

By Paul Potratz

New online marketing tools allow dealers to reach car buyers with targeted campaigns that show up on their favorite websites.

Tags: advertising, BDC, facebook marketing, internet marketing, social media marketing, target marketing, using social media

May 2013, Auto Dealer Today - WebXclusive

Renaissance Man: Auto/Mate’s Mike Esposito

By Gregory Arroyo

The magazine talks to Auto/Mate’s Mike Esposito to get his thoughts on the business, dealership technology and his biggest fear for dealers this year and beyond.

Tags: ADP Dealer Services, Auto/Mate, BDC, Customer Service, data mining, dealer management system, Dealer Software, impact of the Great Recession, Mike Esposito, mobile solution, Reynolds & Reynolds, The ADM Interview, Used Cars

May 2013, Auto Dealer Today - WebXclusive

Clay Nissan Settles $1.5M Defamation Suit

By Stephanie Forshee

The legal battle between Clay Nissan and the brothers of a former cancer-stricken employee is over, ending the family’s 10-month campaign against the dealership for terminating their sister.

Tags: BDC, Boycott Clay Nissan, defamation, Facebook, social media, twitter, using social media

May 2013, Auto Dealer Today - Feature

Cracking The Code

By Brittany-Marie Swanson

Attendees of Edmunds.com’s inaugural Hackomotive event tackled some of the industry’s biggest issues and were offered a glimpse at how the tech community could bring about change.

Tags: BDC, branding, consumer complaints, Customer Experience, Customer Service, dealer website, Dealerrater, digital marketing, Edmunds.com, Facebook, Mobile Marketing, social media marketing, twitter, web marketing, Web Tools, Yelp

May 2013, Auto Dealer Today - Cover Story

Like vs. Plus

By Stephanie Forshee

Facebook is building a search engine, while Google continues to pursue its social media push. Both are competing in the dealer space, but not everyone is convinced the two tech giants are really going after each other’s business.

Tags: BDC, Customer Reviews, digital media, Facebook, google+, marketing, SEC, social media marketing

May 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Adam Dorn

Adam Dorn, Mohawk Honda Glenville, N.Y.

By ADM Staff

“I’ve never sold a car in my life,” Dorn says. “I’ve educated people on my product to earn their trust enough to have them know that they are getting a fair deal from me.”

Tags: client relations, creating relationships, CSI, Customer Service, repeat and referral sales, sales associate profiles, top sales associate, top sales producer, Vehicle Sales

May 2013, Auto Dealer Today - Feature

All Show, No Go

Thomas B. Hudson is a partner in the law firm of Hudson Cook LLP.

By Thomas B. Hudson, Esq.

The magazine’s legal eagle uses another dealer-targeted lawsuit to encourage dealerships to ‘walk the walk’ when it comes to their privacy policies.

Tags: Audit, consumer complaints, Deceptive Practices, F&I manager, Gramm-Leach-Bliley Act, identity theft, Lawsuit, privacy policy, privacy violations, Safeguards Rule

May 2013, Auto Dealer Today - Feature

Process Breakdown

Greg Goebel is the CEO of Used Car University LLC.

By Greg Goebel

Setting up a process to handle subprime customers takes a serious commitment starts with the dealer and extends all the way through the store.

Tags: Credit Scores, Customer Retention, Customer Service, Finance, special finance, subprime, Used Vehicles

May 2013, Auto Dealer Today - Feature

The Google Effect

Michael Cassinelli is a sales and finance training specialist from IPS Agency. MCassinelli@AutoDealerMonthly.com

By Michael Cassinelli

Google has definitely become a key sales tool for the people manning the front end, but it hasn’t been too kind to the F&I office.

Tags: Dealerships, F&I, F&I products, Finance, Google, Internet Shopper

May 2013, Auto Dealer Today - Feature

Volume Vs. Gross

By David Keller, CPA, CFE

The magazine’s resident accounting expert lays out the key considerations for those who wish to become volume-unit dealers.

Tags: advertising, dealer, F&I profits, gross profit, Inventory Management, sales

May 2013, Auto Dealer Today - WebXclusive

Removing The Roadblocks

May 2013, Auto Dealer Today - WebXclusive

Facebook Ups the Ante

By Gregory Arroyo

The editor says he’d push the “Like” button on a new feature Facebook is testing. In fact, he believes it could change the face of social media marketing.

Tags: BDC, Editorial Page, facebook marketing, Generation X, Generation Y, generational marketing, Graph Search, internet marketing, social media marketing

May 2013, Auto Dealer Today - WebXclusive

Fundamentally Sound: Don't Forget the Sales Basics

cOURTNEY cOLE IS THE CO-O

By Courtney Cole

Technology can’t change the game on its own. To remain profitable, dealers still have to be focused on the fundamentals.

Tags: a phone call and a call guide., Appointment, building referrals, data mining, floorplan rates, role of the sales manager, sales fundamentals, sales skills, using technology

April 2013, Auto Dealer Today - WebXclusive

6 Reasons for a Parts Inspection

David Keller is a partner with the accounting firm ofCliftonLarsonAllen, a Top 10 nationwide accountingfirm with extensive experience in serving new- andused-vehicle retailers, heavy truck and utility traileroutlets, and BHPH dealerships. 

By David Keller, CPA, CFE

Inspecting your parts department will tell you where your inventory — and your money — is going. The magazine’s resident accounting expert shows you what to look for.

Tags: BDC, financial statements, Inventory Management, Operational Efficiencies, Operations, Parts and Service, special order parts, used parts

April 2013, Auto Dealer Today - WebXclusive

Profit Booster: Tapping the Specialty Equipment Market

Pictured is General Manager Larry Hook and the parts department at All American Chrysler Jeep Dodge of Odessa, Texas.

By Paul Chavez

Tapping the $30 million specialty equipment market is no easy task, but two dealers say it’s not impossible. They open up their playbooks to making accessory sales a profitable venture.

Tags: Accessory Market, aftermarket accessories, BDC, customize, GPS Tracking, Parts and Service, Profitability, specialty vehicles, Tire and Wheel

April 2013, Auto Dealer Today - WebXclusive

Pinterest Continues to Interest

By George Nenni

Pinterest is proving to be business-friendly. It recently rolled out a new tool to help businesses measure the effectiveness of their activities on the social media site. Our digital marketing expert offers his thoughts.

Tags: automotive SEO, BDC, internet mark, internet marketing, Pinterest, social media marketing, web marketing

April 2013, Auto Dealer Today - WebXclusive

Battle of the Inbox

By Greg Wells

The magazine’s business development expert says to burn those e-mail templates, then lays out 10 steps to making your e-mail stand out.

Tags: BDC, Email Marketing, how to email, Internet customer

April 2013, Auto Dealer Today - WebXclusive

Dealership Spotlight: George Grubbs III

By ADM

George Grubbs III’s Infiniti dealership is smack in the middle of a major roadwork zone, but he refuses to let the project create detours between him and his customers.

Tags: advertsing campaign, BDC, business management, customer service innovations, dealership profiles, digital marketing, Independent Community Bankers of America, Infinity, internet sales, pintrest, using social media

April 2013, Auto Dealer Today - Cover Story

2013 Dealers' Choice Awards

By ADM Staff

The magazine’s ninth annual Dealers’ Choice Awards featured a tough competition between old favorites and new winners — as well as several brand new categories.

Tags: Awards

April 2013, Auto Dealer Today - Feature

Peer-To-Peer-To-Public

By Mark A. Bross

The FTC's actions against a Georgia dealership offer several lessons for dealers who utilize P2P networks.

Tags: data protection, Federal Trade Commission, Internet, lawsuits, peer-to-peer, PERSONAL IDENTIFICATION INFORMATION

April 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Dekendrick Woodard

Dekendrick Woodard, Holt Chrysler Jeep Dodge

By Stephanie Forshee

Dekendrick Woodard is an Internet sales manager who’s rolling about 28 vehicles per month, and he’s the No. 1 sales producer at Holt Chrysler Jeep Dodge in Arlington, Texas.

Tags: client relations, creating relationships, Customer Service, internet sales, monthly sales, repeat and referral sales, sales, saturn, top sales associate, top sales producer

April 2013, Auto Dealer Today - Feature

They Don't Care!

Thomas B. Hudson is a partner in a law firm of Hudson Cook LLP.

By Thomas B. Hudson, Esq.

The magazine’s legal eagle doesn’t know where the CFPB is going with its recent actions regarding dealer participation, but there’s one thing he knows for sure.

Tags: Consumer FInancial Protection Bureau

April 2013, Auto Dealer Today - Feature

Perception Is Reality

Mark Dubois is the director of BHPH 20 Groups at Performance Inc., a division of ADP Dealer Services. He offers more than 30 years of experience in the automotive industry. 

By Mark Dubois

Taking a customer-first approach to the buy-here, pay-here business can minimize your repossessions and encourage repeat and referral business.

Tags: bhph dealers, building referrals, buy-here, Collections, customer satisfaction, Customer Service, Delinquencies, pay-here, reputation management

April 2013, Auto Dealer Today - Feature

Funding Fundamentals

Greg Goebel is the CEO of Used Car University LLC.

By Greg Goebel

Unfunded deals make life difficult for you, your finance companies and your customers. Our special finance expert lays out a foolproof process for quicker funding.

Tags: F&I process, Finance, finance company, Greg Goebel, loan approval, special finance

April 2013, Auto Dealer Today - Feature

Accessory To Profits

Ali Amirrezvani is the president, CEO and co-founder of DealerOn Inc.

By Ali Amirrezvani

Taking your parts and accessories department online can bring in business from all over the country, but there are several key issues to consider...

Tags: accessories selling, Accessory Market, dealer, Dealership, Google, internet marketing, Online Buying, service department, special order parts, web marketing, Website

March 2013, Auto Dealer Today - WebXclusive

PPM Driving Retention, Profits

By Daryl K. Tabor

Daryl Tabor looks at how prepaid maintenance plans and courtesy service packages are driving service retention at dealerships.

Tags: BDC, Customer Loyalty, Customer Retention, DMEautomotive, Fideltiy Warranty Services, Generation Y, MediaTrac, Parts and Service, Prepaid Maintenance, Resource Automotive

March 2013, Auto Dealer Today - WebXclusive

Social Media for Skeptics

By Kelly Wadlinger

Still skeptical about investing in social media? Get started by encouraging positive reviews and more search engine returns.

Tags: BDC, Customer Retention, Facebook, Internet Shopper, online reputation management, social media marketing, using social media, web marketing

March 2013, Auto Dealer Today - WebXclusive

Managing By The Numbers

David Keller is a partner with CliftonLarsonAllen, a Top 10 nationwide accounting firm with extensive experience in serving new- and used-vehicle retailers, heavy truck and utility trailer outlets, and BHPH dealerships. Contact him at 314.925.4317. DKeller@AutoDealerMonthly.com

By David Keller, CPA, CFE

A dealership’s financial statement can reveal exactly how it’s perceived in the community. The magazine’s accounting expert identifies the metrics that tell all.

Tags: BDC, customer satisfaction, finanacial statements, finance chargebacks, financial statements

Blog

On-the-Point

Jim Ziegler
All Things Must Pass

By Jim Ziegler
Ziegler mourns the loss of Gregg Allman as Ford and Hyundai shake up their leadership teams and Carvana struggles to stay afloat.

Join the Battle of Jericho

By Jim Ziegler
Ziegler has harsh words for the so-called geniuses behind escalating factory incentives, political support for autonomous vehicles, AutoNation's 'millennial-friendly' pay plan, and the Carvana IPO.

Don't Run, We Are Your Friends!

By Jim Ziegler

The Future Ain't What It's Cracked Up to Be

By Jim Ziegler

Opening Observations

Over the Curb