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August 2013, Auto Dealer Today - Feature

Sales Professional of the Month September 2013

Paul Adkins E-CarOne Carrollton, Texas

By Kirsti Correa

In March 2011, while searching for a car of his own, Paul Adkins ventured onto the lot of E-CarOne in Carrollton, Texas. A month later, that single visit turned into a job, and he hasn’t left since.

Tags: car sales stereotype, E-CarOne, follow up, lead management, Paul Adkins, repeat and referral sales, Sales Performance, Sales Professional of the Month, sales profiles

August 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Mike Smith

By Kristi Correa

In his 41st year working at Jim Bass Cars & Trucks in San Angelo, Texas, Mike Smith has sold nearly 140 units in the first half of 2013.

Tags: benefit of the customer, Customer Loyalty, customer satisfaction, follow up, repeat and referral sales, sales, salesman incentives ideas, top sales producer

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

September 2012, Auto Dealer Today - WebXclusive

Express Auto Emphasizes the R in CRM

At Express Auto, a five-store BHPH operation based in Kalamazoo, Mich., follow-up is the most important aspect of CRM. Management wants to cultivate relationships with all customers who submit leads because many of them are weeks or months away from buying.

By Kimberly Long

Customer relationship management can be particularly challenging for buy here pay here dealers. Express Auto has tackled this challenge by focusing on building relationships with its customers through mutual trust and respect.

Tags: BDC, bhph, CRM, CSI, Customer Experience, Customer Relations, customer satisfaction, data mining, demographics, Email Marketing, follow up, Love It or Return It, repeat and referral sales, reputation management, text marketing

August 2012, Auto Dealer Today - WebXclusive

Finding the Right Balance in CRM at Germain BMW of Naples

In Naples, Fla., the management staff at Germain BMW recently took on the task of better managing phone traffic. The answer was enlisting a call monitoring company, hiring a customer relations manager to handle some BDC-type functions and improving processes.

By Kimberly Long

At Germain BMW of Naples, the store’s customer relationship management strategy was built around maintaining the balance between handling leads efficiently and maintaining a personal touch.

Tags: a phone call and a call guide., BDC, CallRevu, CRM, Customer Relations, customer relations manager, Customer Retention, data mining, follow up, Internet Leads, repeat customers or referrals, sales training, software, technology

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