DealerRefresh cartoon series transparent employee of the month

We can thank Joe Webb for yet another contribution to the DealerRefresh Cartoon Series.

Have you ever been an employee of the month at the dealership? What does it take to make it?

Not quite the same, but there’s a billboard on the main street of my town that one of the local dealerships sponsors. They often use the space to highlight and promote their Salesmen of the Month. I’ve seen quite a few dealers do this over the years, from billboard to newspapers. I often wonder what the dealer thinks they’re getting in return for placing their Salesmen of the Month on a huge consumer facing billboard.

What exactly goes in to determining a Salesmen of the Month? Uhhhh – whoever had the most sales, or gross (maybe a combo of both)? That’s usually how it was at any dealership I worked at or consult with.

I question, what’s the average person think to themselves when they see a Salesmen of the Month plastered all over a huge billboard? Are they like “He looks like a nice person, I think I’ll go buy a car from him” or maybe it’s more like “He must be their slyest snake – I’ll stay away from him”. Next time you see a Salesmen of the Month on a billboard and you’re in the car with someone that’s NOT in the industry, ask them what they think.

I’m in no way against highlighting and promoting your people. I believe it’s a great idea and a great motivator. BUT the question is, what determines your Salesmen or Saleswomen of the Month?

Salesperson Branded Presence: Who’s the Best?


We’ve been watching this growing over the last few years and now it seems to be hitting a tipping point.

We’re even starting to get inquiries and frankly we don’t know where to send them. Who’s the best out there that maybe offers this type of training? Have you or do you know of someone that helps individuals at dealerships brand themselves properly?

What are some best practices that you have seen to be effective?

Click here to comment  [ 15+ comments]

Get your week started with some insightful slides around mobile. Benedict Evans from 16z’s shares HOW and WHY mobile changes everything. We have and have had (and will have many more) great discussions around mobile and it’s effect on our industry in particular.

Slide 25 – “Half of all time spent online, in the USA is in Smartphone Apps”. But does a dealership need a Mobile App? We’ve had this debate many times over.

As for mobile traffic alone, here’s a screen shot from just over 5 years to a Toyota dealers website…

mobile analytics 2010

and here we are at its latest…

Car Dealer Mobile Traffic


Building a Service BDC


We are putting together a BDC for our group of dealerships.

We will be starting with Service/Fixed Ops first. I’ve checked out a few services already, but I’d like to check out a few more BDC consulting companies (specializing on the Service side) to help us get started.

Any recommendations?

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Study: What Digital Drivers Want

A recent study by Accenture revealed what Digital Drivers Want:

Screen Shot 2015-06-25 at 9.32.53 AM

The Automotive Industry Digital Survey yielded the following key findings:

  • Fifty-four percent want information tailored to their needs while researching a new car via online channels.
  • Thirty-six percent already use online channels to narrow their search for a vehicle as an initial step on the path to purchase.
  • Sixty-three percent stated they would consider purchasing a new car in an online auction.
  • Chinese, Americans and Brazilians appear more interested in online digital experiences compared to other countries.

Check out the cool infographic: Automotive Industry Digital Drivers


Car Dealer Industry Averages?

Often times I read articles or posts where some sort of industry average is mentioned. Sometimes it’s a closing %, cost per lead, cost per sale, etc. My question is is there any single place where this information is published or is it just reading the right article at the right time? I am putting a lot of effort into determining all of these different stats internally but would like to know how we stack up against the industry averages. My personal thought is we can always be better in stats like I mentioned regardless of industry averages. But inquiring minds need to know ;)

Any thoughts or resources shared are greatly appreciated!

Click here to comment  [ 20+ comments so far]

Why your BDC Manager Can’t Be Your Administrative Assistant

Your business is booming, you’ve got your sales teams, desk managers and finance managers all ready to go. But, you have these “things” coming into your CRM from somewhere else. They’re INTERNET LEADS! What about phone calls?


You’ve decided it’s time – time to set up an “Internet Department” or a “Business Development Center.”  You’ve hired some people – 20-somethings fresh out of college kids looking for a “Real Job.” But, who’s to run this little venture?

And, then it hits you “My Administrative Assistant can do it! She (or He) is organized, able to delegate and is able to keep people on-track.  Who cares if she doesn’t know anything about the industry? “Does out-the-door refer to taking a car off the showroom floor?” (Raise your hand if you’ve heard this before).