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March 2018, Auto Dealer Today - WebXclusive

Status Checks Save Service Customers

By Leonard Buchholz

Use this five-step plan to improve your status check process, prove you value your customers’ time, and keep them coming back to your shop.

March 2018, Auto Dealer Today - WebXclusive

Treat Your Customers With Consideration

By Thomas B. Hudson, Esq.

Consideration is both an admirable trait and a legal term. Hudson explains how one Tennessee dealer prevailed when a car buyer objected to arbitration.

February 2018, Auto Dealer Today - WebXclusive

Q&A: Fix Your Hiring Process and Reduce Turnover

By Tariq Kamal

Dealership hiring expert Scott Brinkman shares strategies and insights you can use to attract and retain quality applicants to build a highly qualified, diverse and productive workforce.

February 2018, Auto Dealer Today - Feature

Your Salespeople Are Being Outsold

By Phillip Hellstrom

Customers are better educated than ever, but that's no excuse for an embarrassing lack of professionalism and product knowledge.

Tags: customer satisfaction, Customer Service, Sales Tactics, sales training

February 2018, Auto Dealer Today - Feature

3 Challenges Dealers Face in 2018

President Donald Trump’s first year in office was marked by soaring stock prices and a series of international incidents, leading to uncertain economic prospects in 2018. Photo by Gage Skidmore via Flickr

By Bill Wittenmyer

Big data, the economic and political landscape, and reputation management lead the list of pressing concerns for dealers heading into the new year.

Tags: Amazon.com, data, Donald Trump, economy, online reputation management

February 2018, Auto Dealer Today - Feature

How to Prioritize Your IT Budget

By Erik Nachbahr

A frank assessment of your current needs and future objectives can help you properly equip your dealership for less without sacrificing capacity.

February 2018, Auto Dealer Today - WebXclusive

Shift Your Service Brand to Drive Customer Loyalty

By Colleen Harris

Marketing expert offers a three-point plan for capturing and engaging service-bound customers in today’s highly competitive environment.

Tags: CDK Global, Google, parts and service, SEO, service marketing

February 2018, Auto Dealer Today - WebXclusive

Hot or Hype? 5 Dealer Trends to Track

By Brent Tally

The industry is changing, but not as fast as the media would have you believe. Learn how alt-fuel vehicles, flex parking, a skilled-labor shortage and digital retailing will affect your facility planning.

February 2018, Auto Dealer Today - WebXclusive

Luther Automotive Targets HLV Customers

By Michael Murphey

Minnesota’s Luther Automotive Group is targeting high lifetime value customers to boost sales and drive revenue in the service department.

January 2018, Auto Dealer Today - WebXclusive

NLRB General Counsel Throws Dealers a Lifeline

By Dave Druzynski

President Trump’s pick for Labor Board general counsel just swung the pendulum back to an employer-friendly stance. Human resources expert weighs in.

Tags: employees, human resources, National Labor Relations Board, social media

January 2018, Auto Dealer Today - WebXclusive

How to Achieve Compliance Confidence

By Jay Seirmarco

Got three minutes? Read this three-part briefing on the agencies, topics and resources you need to know to avoid compliance issues in 2018.

January 2018, Auto Dealer Today - WebXclusive

Is Health Care Killing Your Profits?

By Steve Kelly

Open enrollment isn’t the only time to evaluate health care. Employee medical costs can have a major impact on your dealership’s bottom line, year-round.

January 2018, Auto Dealer Today - WebXclusive

How to Create a Killer Value Proposition

By Bill Wittenmyer

Create a competitive edge by discovering your dealership’s unique value proposition and sharing it with every prospective customer who visits your website.

January 2018, Auto Dealer Today - WebXclusive

6 Reasons Email Marketing Is Big Again

By Dean Martin

Looking for a new marketing channel in 2018? Take another look at email, a somewhat forgotten medium that offers a long list of compelling benefits.

January 2018, Auto Dealer Today - WebXclusive

4 Ways to Win Customers in 2018

By Gary Galloway

Learn how getting up to speed with voice search and other new marketing trends can help keep traffic flowing as new-vehicle sales plateau.

December 2017, Auto Dealer Today - WebXclusive

Your Dealership in 2018: Resolve to Innovate

By Keith Crerar

Learn how going mobile, rethinking social media, tracking customers, and exploring new apps and sales tools can bring true innovation to your dealership in 2018.

December 2017, Auto Dealer Today - WebXclusive

Hire Introverts to Increase Sales

By Mo Zahabi

Today's car buyers are more interested in resourcefulness than sales pitches, and dealers are hiring sales professionals whose personalities reflect those needs.

Tags: Employee Screening, employees, hiring

November 2017, Auto Dealer Today - Feature

Can I Call Them or What?

In September, New York Attorney General Eric T. Schneiderman announced that Nissan of New Rochelle would pay $298,000 to settle charges of selling a bogus anti-theft product. Photo courtesy New York State Office of the Attorney General

By Thomas B. Hudson, Esq.

Hudson’s warning of a coming crackdown on dealer fraud came too late for Nissan of New Rochelle and Sansone Hyundai.

Tags: dealers, fraud, Regulations

November 2017, Auto Dealer Today - Feature

How to Escape the Tech Crunch

By Carl Bennett

The dealership of the future will run on seamless technology platforms that eliminate the need for standalone solutions.

Tags: dealers, Sales Tactics, technology

November 2017, Auto Dealer Today - WebXclusive

Find Technology That Supports Your Winning Strategy

By Paul Whitworth

Arm yourself with the three questions every dealer should ask of every technology provider.

November 2017, Auto Dealer Today - Feature

3 Things you Need to Know About AI

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By Matt Muilenburg

Forward-thinking dealers are leveraging the limitless power of artificial intelligence to boost sales and service revenue.

Tags: digital marketing, Information Technology, Sales Tactics, technology

November 2017, Auto Dealer Today - Feature

Retention by Design: Driving Growth for Lester Glenn Auto Group

Lester Glenn Auto Group’s group director of fixed operations, Kerry Monica (left), stands with John Perillo, the company’s group director of variable operations. Photos by Matthew Costanzo

By Jim Leman

Kerry Monica and John Perillo invested in a comprehensive retention program that has delivered an additional $274,000 in monthly labor and parts revenue.

Tags: Customer Retention, dealers, parts and service, PPM, ROI

November 2017, Auto Dealer Today - Feature

What Are You Teaching?

Photo courtesy Sony Pictures

By Ronald J. Reahard

Dealers can be good teachers or bad teachers, and their influence on employees extends well beyond the showroom walls.

Tags: Sales Tactics, sales training, training

November 2017, Auto Dealer Today - Cover Story

Health Care Reform From the Dealer Perspective

By James S. Ganther, Esq.

The Trump administration has shifted its focus to tax reform, but the need to fix health care remains. Learn what’s at stake for dealers and other business owners.

Tags: healthcare reform, insurance, legislation

October 2017, Auto Dealer Today - WebXclusive

NQDC Plans Help Dealers Attract and Retain Top Talent

By Tony Allison and Brian Brueggeman

Get the skinny on nonqualified deferred compensation plans and learn how they create a competitive advantage for dealers who wish to attract the best candidates and keep them on the payroll.

October 2017, Auto Dealer Today - WebXclusive

Create the Best Reward System for Your Team

By Mike Esposito

Rebuild your dealership's employee-recognition program by offering tangible, personally valuable rewards for a job well done.

September 2017, Auto Dealer Today - Feature

Oink, Oink

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By Thomas B. Hudson, Esq.

Can damages exist without evidence? Hudson retells the story of a New Jersey dealer who stood up to charges of concealing a salvage title — and won.

Tags: CFPB, Lawsuit, Legal, training

September 2017, Auto Dealer Today - Feature

The Augmented Reality We Work In

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By Rob Butz

Learn how new visualization tools can facilitate repair estimates.

Tags: Augmented Reality, sales, Service, technology

September 2017, Auto Dealer Today - Feature

PPM Boosts VSC Sales and Reduces Loss Ratios

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By Ryan Williams

Prepaid maintenance dealers save money while improving service-contract sales.

Tags: loss, PPM, sales, VSC

September 2017, Auto Dealer Today - Cover Story

How to Calculate Your Parts Turn

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By Jill Pastore

Analytics expert helps determine your gross inventory turnover, true turnover, and fill rate.

Tags: controller, dealers, inventory management, parts and service

September 2017, Auto Dealer Today - Cover Story

Fixed Ops-timization: Dig Into the Data

New predictive analytics solutions process data to make predictions and strategic recommendations dealers and service managers can use to find efficiencies and reduce waste. Getty Images

By Neetu Seth

Predictive analytics can unlock the information you need to optimize inventory and improve customer loyalty.

Tags: data, fixed ops, parts and service

September 2017, Auto Dealer Today - WebXclusive

How to Get an Unlimited Marketing Budget

By Denny Long

Break out of the budget trap and spend the money you need to generate more leads and sell more vehicles.

August 2017, Auto Dealer Today - WebXclusive

Focus on Fixed Ops: How to Thrive After Peak SAAR

By Jim Roche

When sales plateau, service and parts revenue becomes paramount. Use this three-part plan to optimize your fixed ops revenue.

August 2017, Auto Dealer Today - WebXclusive

Top 5 States for New Dealerships

By Vic Lance

Check out five states NADA Data indicates could be the ideal location for your next dealership.

August 2017, Auto Dealer Today - WebXclusive

Is Your Technology Attracting the Wrong Talent?

By Sharon Kitzman

Basing your hiring and retention decisions on familiarity with dealership systems could cause you to miss qualified applicants.

Tags: DMS, employee retention, hiring, technology

August 2017, Auto Dealer Today - Feature

It's Worth the Effort

David Gesualdo

By David Gesualdo

The publisher thanks each of the readers who filled out this year’s Dealers’ Choice Awards survey.

Tags: Dealer's Choice Awards

August 2017, Auto Dealer Today - Feature

The Rise of the Consumer

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By G.P. Anderson

G.P. has a plan for dealers whose customers’ product knowledge exceeds that of their sales staff.

Tags: CSI, product knowledge, Sales Tactics

August 2017, Auto Dealer Today - Feature

Lift Kits and Warranties

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By Thomas B. Hudson, Esq.

An FCA dealer successfully fought charges of a Texas Deceptive Trade Practices Act violation.

Tags: Deceptive Practices, Lawsuit, Legal, warranty

August 2017, Auto Dealer Today - Feature

Predictive Analytics Enhances the Car-Buying Experience

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By Marco Schnabl

The auto industry’s best-kept secret has the potential to improve sales by personalizing the customer experience.

Tags: Analytics, Shopper Behavior

August 2017, Auto Dealer Today - Feature

Top 5 HR Changes Dealers Are Making

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By Adam Robinson

Improve and update your recruiting and onboarding, go mobile, and rewrite your job descriptions.

Tags: employees, hiring, human resources

August 2017, Auto Dealer Today - Feature

Top 3 Dealer Areas Primed for VR

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By Brian Wiklem

Virtual reality could change the way you sell vehicles, accessories, and financing.

Tags: digital marketing, technology, Virtual Reality

August 2017, Auto Dealer Today - Feature

High PVR: Fake News or Great News

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By Ronald J. Reahard

Dealers have become accustomed to dismissing claims of $1,500 per copy as ‘fake news,’ but that figure might not be as far out of reach as you think.

Tags: F&I, PVR, Revenue, sales training

August 2017, Auto Dealer Today - WebXclusive

Are Your Customers Smarter Than Your Salespeople?

By Patrick McMullen

Your sales pros need access to as much vehicle information as their customers do.

July 2017, Auto Dealer Today - Feature

Change Your Vision

David Gesualdo

By David Gesualdo

Dealers must rethink their short- and long-term plans to keep up with a rapidly changing industry.

Tags: Cyber Security, Internet, leadership, Tax Benefits

July 2017, Auto Dealer Today - Feature

Meet Your New Prospector

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By Rico Glover

Chatbots are helping car buyers browse inventories, schedule appointments, and get pre-approved for financing.

Tags: chat software, Online Buying, Online Marketing, Vehicle Sales

July 2017, Auto Dealer Today - Feature

Magnetic Personality

Photo by Dave Holt

By Stephanie Forshee

Former corrections officer Marty Hamm is capturing customers (and sales) at Alexander Chevrolet Buick GMC in Dickson, Tenn.

Tags: Customer Service, Sales Professional of the Month, Vehicle Sales

July 2017, Auto Dealer Today - Feature

The Coming Crackdown on Dealer Fraud

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By Thomas B. Hudson, Esq.

Statewide sweeps should convince dealers to clear the flim-flam artists from your F&I department.

Tags: CFPB, fraud, powerbooking

July 2017, Auto Dealer Today - Feature

3 Ways to Maintain Part Sales

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By Gary Brooks

Online retailers are entering the aftermarket parts game. Fight back with smart pricing, inventory and data.

Tags: inventory management, parts and service, Pricing, sales

July 2017, Auto Dealer Today - WebXclusive

Q&A: Service Retention Is Your Lifeboat

By Tariq Kamal

Online appointment-scheduling is a good first step for dealers looking to improve the customer experience in the service lanes.

July 2017, Auto Dealer Today - WebXclusive

5 Things You Should Expect from a Tech Support Team

By Kurt Olnhausen

Dealer technology expert believes empathy, intelligence, attention to detail, a winning mindset, and teamwork are essential components of an effective tech support team.

Tags: Cox Automotive, Dealertrack, digital retailing, tech support, technology

Blog

On-the-Point

Jim Ziegler
Stupid Is as Stupid Does

By Jim Ziegler
The Alpha Dawg charts the brief rise and long fall of Johan de Nysschen, the recently departed president of Cadillac and author of the business plan that effectively crowned Lincoln as the new king of American luxury.

They Finally Killed Somebody

By Jim Ziegler
Ziegler believes Uber’s directors should face criminal charges for their role in an Arizona woman’s violent death.

20 Things a GM Must Do Every Week

By Jim Ziegler

All Things Must Pass

By Jim Ziegler

Opening Observations

They Took Cadillac for a Ride

By Tariq Kamal
Hindsight is 20/20, but at least one industry member saw GM’s latest mishap coming a mile away.

Stand Up and Be Counted

By Tariq Kamal
The Dealers’ Choice Awards are the Yelp of vendors and finance sources.

Over the Curb

This Is Us: Dealer Edition

By Jason Heard
Heard knows delegation and outsourcing are the quickest path to a work-life balance.