Best Practices – Page 3 – DealerRefresh | DealerRefresh Automotive Dealer Forums

Leads vs Customers are defined as Verified and UnVerified

Leads? Customers? What’s the Difference?

A guy walks into a bar and says, “Bartender….” — oops.. wait.. different story. A guy walks into a dealership and says, “I’d like to see an SUV with 3rd-row seating.” Who is this guy? Is he a lead? Is he a customer? If you ask the Salesperson, he’s an “Up,” but again, that’s a …

Best Practices Dealership Marketing Dealership Operations & Processes Opinions & Advice

Down Market? Time for a Little “Old School” Automotive

Listen to Audio Version Old School is New Again While most of those who use the term “old school” in automotive retail are speaking disparagingly about dealerships, managers and salespeople relying on outdated marketing, sales techniques and processes; the truth is that the most successful dealers I work with today understand that sometimes “old school” …

The Enormous Untapped Potential of Live Chat for Service – Part 2

Your service department is integral to the success of your dealership. Service brings in vital revenue and often accounts for the majority of a dealership’s profit. Yet, it’s highly likely that your service department’s manpower and resources are already stretched to the max, limiting the number of service leads and appointments your dealership is able …

The Enormous Untapped Potential of Live Chat for Service – Part I

New vehicle sales in the US came in below Spring’s market expectations, evidence the industry is starting to experience the decline analysts have been expecting despite new vehicle incentives. As new car sales flatten, the service drive will play a critical part in dealership revenue. Not that it hasn’t in the past: According to recent …

Are You Closing Your Appointments at 80% or Better?

Learn how to provide The Perfect Appointment in your dealership and enjoy 80% show rates and 80% close rates! In 2013, we officially introduced dealers to The Appointment Culture as an answer to the dozens of worthless activities we observed managers, salespeople and BDC agents conducting in some effort to appear as if they were …

stop overthinking emails and email templates

Best Practices Dealership Communication Tools Dealership Operations & Processes Opinions & Advice

Stop Overthinking Your Emails!

Overthinking Your Emails and Email Templates? Between prepping for 20-Group presentations to serving our regular clients, we mystery shop scores of dealers each month – reading their emails (mostly templates) and texts, and listening to their voicemails – and while we’ve seen definite overall improvement over the years, one aspect of the internet sales process …

Service Routine at the Dealership - Try something different

Dealership Operations & Processes

Let Routine Maintenance Change the Internet Sales Routine

Try brushing your teeth with the opposite hand, or take a different route to work, and see what happens. It’s been well written that we fall into routines. We look at automotive e-commerce the exact same way. All of us continue to try to fix the buying process, and that’s why the e-commerce transition continues to …

Dealership Communication Tools Dealership Operations & Processes Industry News & Trends

Hey, Mike Jackson: So Call Me, Maybe

So Call Me, Maybe (Author’s Note: While the title of this post might lead you to believe this is all about AutoNation, it is not. The issues addressed here are common across nearly every large dealership group I encounter – publicly traded or private.) … Hey Mike Jackson, is it true you wrote the following …

Best Practices Dealership Operations & Processes

Removing Sales People and Utilizing Product Specialists at Your Dealership

Before pricing information websites, salespeople were the gatekeepers. When it came to vehicle features, availability and negotiating, it was a dealer’s market. However, today the playing field has changed immensely. Many prospective car shoppers walk into a showroom already armed with all the information they possibly need, including the car’s invoice price, dealer inventory listings, …

Best Practices Dealership Marketing

Some Website “Expert” Adjusted Your Buttons, And It’s Costing You Sales!

Website Buttons… and why in the world are you letting self-appointed “experts” screw everything up? There are two quotes from baseball’s late, great Rocky Bridges that I just love: “Albuquerque: You can’t spell it, but you can smell it.” and “There are three things the average man thinks he can do better than anybody else: …

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Best Practices – Page 3 – DealerRefresh

Leads? Customers? What’s the Difference?

Down Market? Time for a Little “Old School” Automotive

The Enormous Untapped Potential of Live Chat for Service – Part 2

The Enormous Untapped Potential of Live Chat for Service – Part I

Are You Closing Your Appointments at 80% or Better?

Stop Overthinking Your Emails!

Let Routine Maintenance Change the Internet Sales Routine

Hey, Mike Jackson: So Call Me, Maybe

Removing Sales People and Utilizing Product Specialists at Your Dealership

Some Website “Expert” Adjusted Your Buttons, And It’s Costing You Sales!