Best PracticesDealership Operations & Processes

What They’re Worth: A Dealership Pay Plan Paradox

Dealership Pay plan scenarios continue to vex everyone from dealer owners to salespeople. While DealerKnows is called upon to consult on pay plans for different positions, historical expectations continue to be obstacles in their design. We must get away from antiquated expectations for pay, and start paying people what the position is worth in terms of …
Best PracticesDealership Communication ToolsDealership Operations & Processes

Can you Kill a Sacred Cow? The Best of the Best.

Almost everything I write stems from an emotional rant I go on during conversations with friends. As Jeff Kershner and I were grumbling about pushback from sales professionals unwilling to adapt to mobile technology in the showroom, I asked… “Can you kill a sacred cow?” You know – the best of the best salespeople on our …
Best PracticesDealership Operations & Processes

Do You Answer Price Questions Over the Phone and Email?

As I was listening to a recorded call on behalf of one of our clients, I ran into an exchange that’s still happening every day at dealerships. A customer called in and asked for the dealership’s “best price” on a new vehicle. Not surprising, the salesperson responded with exactly what the dealership’s management team had …
Best PracticesDealership Communication ToolsDealership Marketing

Wanna Chat? What about Now? Now? Now? How about Now?

Is your website turning into the Times Square of today’s website homepage? A constant barrage of invites to chat blinking away, distracting your attention. Is it noise? Is it just smart conversion tactics? Chat is getting a bit gratuitous. While speaking at a NADA 20 Group last week, I was live reviewing dealership website experiences, along …