Afleveringen
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Quotes from guest, Mike Lucente. "Speed of the leader is the speed of the team", "Be more of a coach then a manager" and "Unrelenting in your vision."
In an insightful interview with Mike, a seasoned manager at Alabama's largest Kia dealership, he emphasizes the importance of nurturing team members' success and fostering an environment of continuous learning. With over 30 years of experience at the dealership and a history of achieving the prestigious President's Award, Mike believes that effective leadership requires a deep commitment and hard work, especially in today's fast-paced automotive landscape.
Mike notes that many of his team members are millennials and Gen Z, who joined during the challenging times of COVID-19. This shift has brought new energy to the dealership, and Mike is dedicated to ensuring that onboarding for both sales and Business Development Center (BDC) teams is consistent and thorough. He highlights the value of structured, process-driven training that every team member undergoes, reinforcing the importance of maintaining focus and adherence to established protocols.
Rebuilding the sales department and refining processes are critical objectives for Mike. He understands that training extends beyond video modules; it requires a hands-on approach where managers actively engage with their teams. "The speed of the leader is the speed of the team," he asserts, stressing that an interactive leadership style can significantly boost energy and enthusiasm within the team.
To facilitate collaboration, Mike champions a strong team concept that fosters interdependency between BDC and sales personnel. This synergy is vital to providing a seamless customer experience, ensuring that guests do not have to repeat their interests upon arrival, after already discussing them with the BDC.
Mike's approach to training is both consistent and interactive. He insists that when customer engagement falters, managers must step in immediately to guide the process. He advocates for managers' involvement in sales calls, particularly when complex customer questions arise, allowing BDC representatives and salespeople to observe and learn from the strategies employed.
By adopting a "you do one, I do one" training methodology, Mike cultivates a supportive environment where team members feel comfortable and empowered to improve. He underscores the importance of nurturing frontline skills through live sales calls, asserting that managers, with their wealth of experience, are ideally positioned to demonstrate effective techniques in real-time.
In Mike's perspective, the key to success lies in active involvement, continuous training, and fostering strong relationships within the team. His commitment to these principles not only enhances team cohesion but also drives the dealership's overall performance.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this power punched episode, I tackle the critical need for change in today’s fast-paced business environment! And this motivating epiisode is quick to the point and provides many examples to dial into for process improvement in your business.
In example, salespeople lead customers through the sales process vs customer immediately all over you demanding #’s quickly leading to no deal.
Soooo, change in sales process is necessary. Learn a process to structure a change initiative to execute. Be aware though, people start thinking about this change and under pressure they can crack and get discouraged even abandoning the change. Be ready for this! Here's another example. Service MPI call includes value, risk and reward vs price drop only. Change is necessary. I share ways to zoom into this and have a strategy to change the outcomes! ANDDDDD, another one: Long winded meetings that can go 1.5 hours vs 10-minute power meeting. Learn a simple strategy to conduct shorter meetings that includes a quick activity to implement right away to reinforce your meeting focus.Discover how to structure a change initiative that empowers your team, preventing the pitfalls of pressure and discouragement.
Change is a collaborative effort that demands reinforcement and commitment. I provide practical performance measurement strategies to ensure that new practices become the norm. By the end of this episode, you’ll be equipped to not only manage change but to thrive in it, unlocking new possibilities for your organization.
Tune in to learn how to elevate your business practices, foster professional development, and set your teams up for success. Change may require determination, but the rewards are boundless—watch as everyone thrives!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Zijn er afleveringen die ontbreken?
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In this episode, join me as I go hard into the world of service BDC appointments! I'm sharing 10 ways to get more service appointments and this epi is moneyyy! 💰
Dealerships are in a constant battle to secure loyalty from existing clients while also attracting new ones. At the heart of this challenge lies the crucial role of the service department, where customer relationships are nurtured and sustained. So, dealerships need a lot of appointments on the books! Those calls coming in and going out are GOLD! I share 10 things that will boost your call appointment conversions!
Every day, a barrage of phone calls floods the service department, making each interaction a potential turning point in customer loyalty. I shed light on the pivotal role of appointments in ensuring that service BDC reps can effectively engage customers into the store. Through a deep dive into the world of service Business Development Centers (BDCs), I share insights gained from conducting weekly training sessions and meticulously analyzing customer calls on a daily basis.
Discover the essential ten actions that can revolutionize outcomes in service BDC, from improving customer satisfaction to driving appointment bookings. Learn the art of identifying key customer cues and concerns during calls, enabling service teams to pivot swiftly, address issues, and secure crucial appointments. After all, it is these personalized interactions that lay the foundation for long-lasting customer loyalty and dealership success.
Tune in to this episode to unlock the secrets of nurturing loyalty through calls and empowering your service department to thrive in the competitive automotive landscape.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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https://www.meetlisacopeland.com
Join us for an inspiring conversation with Lisa Copeland, a top 1% real estate agent among 90,000 peers, co-founder of Cardone Mortgage, and host of *American Dream*. Lisa shares her remarkable journey from entrepreneur and car dealer to real estate powerhouse, emphasizing the importance of personal branding and the impact it can have on your career.
In this episode, Lisa discusses her partnership with Grant and Elana Cardone, revealing how she made the leap into real estate in 2020 and why she believes in the power of networking—“always take the meeting.” She shares invaluable insights on what it takes to become a top performer, from self-belief to strategic investment in real estate.
Lisa says there is three ways to build wealth—inheritance, exit strategies, and self-driven initiatives—and passionately advocates for homeownership as a key to financial freedom. With her experience, she highlights the benefits of real estate as a hedge against inflation and the importance of finding a knowledgeable realtor.
We also explore the challenges posed by COVID-19, how Lisa pivoted her career, and the impressive 1,200-agent network she built globally with Elana Cardone. Drawing inspiration from her entrepreneurial father, Lisa shares lessons learned from both successes and setbacks, making this episode a must-listen for anyone looking to elevate their career and financial future.
Tune in for a wealth of knowledge and inspiration on branding, investment, and the entrepreneurial spirit!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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This guy is a blast to chat with! This episode is fast-paced and packed full of great info. I love this interview, Dave's energy & momentum! 🤩 He openly gives his expert advice based on what he is seeing with current dealers who are looking to sell.
Meet Dave Cantin, CEO of Dave Cantin Group, a leading Strategic Mergers and Acquisitions advisory firm that specializes in representing publicly traded companies and top 150 dealerships to protect their assets and legacy through succession planning, even if they are not considering a merger or acquisition. Dave shares valuable insights into the industry that can significantly improve dealer valuations.
Dave delves into the key strategies operators can implement right now to evaluate their infrastructure focus and unlock growth potential within their businesses. By reviewing specific expenses and tightening up areas like inventory control, managing new car supplies, optimizing fixed operations, and scrutinizing expenses, dealerships can enhance their enterprise value and prepare for a successful sale in the future.
During the interview, Dave highlights three critical areas that run parallel to improving dealer valuations. Firstly, he emphasizes the importance of inventory control, managing new car supplies, days in stock, and optimizing floor plan expenses. Secondly, he discusses the significance of fixed operations and how investing time in understanding clients can lead to tangible improvements in business performance. Lastly, Dave stresses the need for dealerships to closely examine their expenses, identify areas of overspending, and eliminate duplicate resources to boost profitability.
By implementing Dave's actionable steps and insights, operators can streamline their operations, enhance business efficiency, and ultimately increase their dealership's valuation potential. Tune in to discover how strategic planning and meticulous attention to detail can set your dealership up for long-term success and financial growth.
Succession planning, as Dave explains, is not just about exiting a business but also about acquiring and protecting assets. By having a well-thought-out plan in place, dealerships can ensure continuity and protect their legacy. Dave emphasizes the importance of revisiting and reassessing the succession plan annually, much like tax evaluations, to adapt to changing circumstances and maintain growth potential.
To navigate potential catastrophic events and ensure business continuity, Dave advocates for clear leadership structures and instant triggers for key decisions. By proactively planning for various scenarios, businesses can mitigate risks and enhance their overall valuation.
Don't miss this opportunity to learn from Dave Cantin and discover actionable strategies to improve your dealership's valuation and future prospects. Visit DaveCantinGroup.com to access the Market Research Report featured in Forbes and explore JumpIQ for additional insights and resources. Tune in to elevate your dealership's success and secure its long-term legacy.
>>> www.davecantingroup.com
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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I sit down with Glenn Lundy, the dynamic CEO of 800% Elite Automotive Club, newly accomplished car dealer, and esteemed motivational speaker. Glenn, widely known for his impactful shows like The Morning 5 and Rise & Grind, delves into the crucial distinctions between investing versus spending and balancing, urging listeners to change their terms to change their actions.
glennlundy.com
Discover the inner workings of Glenn's revolutionary 800% Auto Elite Club, where a diverse mix of dealership DNA fosters a vibrant learning environment. Gain exclusive insights into why breaking free from the confines of a 30-day month window is essential for shattering limited thinking and embracing continuous growth through innovative approaches.
Unveil the secrets behind achieving unprecedented 800% growth as Glenn dissects why many settle for merely doubling up to 200%. Learn why sustaining long-term growth demands relentless action even after initial success, as Glenn imparts invaluable advice on viewing businesses with a forward-thinking mindset.
Explore the transformative power of fostering relationships with team members who are driven by a shared desire for growth, rather than being reduced to mere numbers on a spreadsheet. Glenn shares strategies on shifting language and narratives surrounding business expansion, emphasizing the importance of volume thinking over gross thinking and how volume can be the ultimate problem-solving tool.
Gain a deeper understanding of the significance of not solely relying on financial statements when making decisions, and discover why aligning your entire team's efforts is crucial for creating abundant opportunities. Learn how every action taken today contributes to the infinite game of business, and uncover the rewards of owning your role within your organization.
Tune in to this episode to unlock key strategies for sustainable growth, empower your team to strive for excellence, and embrace a transformative mindset that paves the way for long-lasting success in the ever-evolving business landscape.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this fast-paced solo episode, I focus on the world of customer loyalty and the intricate strategies involved in creating and maintaining loyal clients. I share invaluable insights on the often-overlooked aspects that can make a significant impact on customer retention and satisfaction.
With a keen focus on the service department, the episode delves into the critical role that service actions play in fostering loyalty. By pinpointing small yet crucial areas that are frequently disregarded, our host sheds light on the importance of setting up robust systems and processes to ensure a seamless customer experience.
I also highlight the significance of confirmation texts or calls to mitigate no-shows and enhance customer engagement. From addressing missed appointments to defining trade appraisal processes on the service drive, she offers practical approaches to maximize client outreach and capitalize on sales opportunities.
Drawing attention to the untapped potential of contacting clients with unused maintenance plans, our host emphasizes the need for proactive communication to retain customers and drive sales. By bridging the gap between sales and service, I underscore the importance of acknowledging and rewarding loyalty to foster long-term relationships.
Through personalized contact strategies, such as reading and highlighting client history and notes, I advocate creating a tailored experience that sets your dealership apart. By demonstrating genuine interest, showing appreciation, and maintaining a high level of etiquette, I emphasize the power of building rapport and trust with customers.
The episode concludes with actionable steps to enhance customer loyalty, including consistent follow-up calls, personalized interactions, and value-driven communications. By leveraging low rates from OEMs and conducting post-visit follow-ups, I showcase how a customer-centric approach can drive satisfaction, loyalty, and ultimately, business growth.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, we will explore valuable tips and techniques for service advisors looking to boost their bottom line by increasing line items during service interactions when writing service in a car dealership. The Power of Personal Connection As a service advisor, the check-in process is your first opportunity to connect with customers and set the stage for a successful service experience. We discuss the importance of slowing down, making genuine connections, and building trust with customers during the check-in process. By incorporating simple gestures and personalized touches, you can establish yourself as a trusted advisor and enhance the overall customer experience. The Post-It Note Technique Discover the power of the post-it note technique and how it can help you increase line items and generate more revenue. We delve into the details of this effective strategy and explore real-world examples of how service advisors have successfully implemented it to drive results. Learn how a small note can make a big impact on your service interactions and improve customer satisfaction. Mastering the MPI Call Gain valuable insights into the art of conducting Multi-Point Inspection (MPI) calls to propose additional work and secure customer approvals. We compare a standard call to an enhanced "2.0" call, highlighting the importance of communication skills, active listening, and building rapport with customers. By mastering the MPI call process, you can increase line items and drive profitability for your dealership. Demonstrating Your Value We explore practical strategies for reminding customers of your unique value as a service advisor. From sharing success stories to highlighting your expertise and dedication, we discuss ways to differentiate yourself and strengthen customer relationships. By focusing on building trust and showcasing your worth, you can set yourself apart and enhance customer loyalty. Thank you for tuning in to this episode of Dealer Talk with Jen Suzuki! We hope you found these tips and techniques valuable for improving your performance as a service advisor in a car dealership. By mastering the art of personal connection, leveraging the post-it note technique, refining your MPI calls, and demonstrating your value to customers, you can elevate your service interactions and drive success in your role. Stay tuned for more insights and strategies to help you thrive in the dynamic world of automotive service advising. Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com 🔥Check out our sponsors!🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, I help you with a plan to address common objections and challenges encountered when attempting to schedule appointments with customers. Whether you're in Service BDC, a Service Advisor, or a Salesperson, this episode provides valuable insights applicable to both sides of the business, highlighting parallels in the appointment-setting process that lead to successful outcomes.
Many times, people may attempt to avoid committing to an appointment, citing the need to check their schedule or get back to you later. Instead of accepting this as a dead-end, why not take another swing at securing the appointment? Discover a range of techniques and strategies to navigate these scenarios effectively, empowering you to persist and engage prospects in a meaningful way.
Drawing from real-world examples and practical advice, I tackle the nuances of reengaging prospects who show resistance to booking appointments. By emphasizing the importance of understanding the customer's needs, articulating the urgency of addressing their concerns, and presenting your solution as the best-fit option, you can compel prospects to take the next step and commit to an appointment.
Uncover actionable solutions to address customers' interest in servicing their vehicles, focusing on highlighting their concerns, demonstrating your understanding, and presenting a compelling case for why they should choose your dealership. By reframing your approach and proactively addressing objections, you can propel conversations forward, increase appointment rates, and drive higher conversions.
Challenge yourself to rethink your strategies for overcoming objections and pushing towards securing appointments, knowing that each interaction presents an opportunity to improve your odds and elevate your success rate. With the right mindset and techniques at your disposal, you can confidently navigate appointment-setting challenges and achieve remarkable results in both service and sales. Tune in to this episode and unlock the secrets to mastering appointment setting – your success awaits!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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Meet Jessica Colon @[email protected] | City Kia of Greater Orlando has raced to the top 3 Kia stores in the country! She's amazing! A top performer! 🥇💯
In this episode, we delve into the extraordinary journey of a remarkable individual who has ascended to the pinnacle of the automotive world as the best Business Development Center (BDC) manager, in my opinion. With a track record of orchestrating the seamless collaboration between sales and BDC teams, she effortlessly drives an astonishing 450 to 500 units per month, with BDC accounting for 50% of sales ignition.
From the bustling streets of New York to the sunny shores of Florida, she has spearheaded a phenomenal growth spurt of over 120% in business. Through her candid narrative, she reveals the challenges of navigating the BDC landscape without prior experience, shedding light on her mindset for fostering growth and nurturing a fresh team that has flourished into management positions and even ownership.
She shares insights on leveraging CRM tools to enhance customer experiences, the importance of modernizing pay plans to optimize results, and the pivotal role of team bonuses in fueling motivation for both sales and BDC members. By fostering a culture of collaboration and communication, she has bridged the gap between the two teams, emphasizing the significance of precise processes and sales examples in driving success.
With a keen focus on the sales process and key aspects that catalyze successful transactions, she underscores the importance of equity mining tools and leveraging service opportunities to bolster sales and forge lasting customer relationships. By involving BDC in sales meetings and weekend spiffs, she ensures that every team member plays a pivotal role in the collective success of the dealership.
Through her leadership and unwavering dedication to excellence, she has earned the respect of the sales desk, emphasizing the value of patience over discounts to improve gross margins and enhance the overall sales experience.
Join us as we unravel the secrets behind building a championship team, the importance of consistent communication, and the art of transforming service opportunities into loyal customer relationships. Leadership lessons abound as we dissect the playbook for success in the competitive world of automotive sales.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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In this episode, I dive into the world of inbound sales calls, I say are the low-hanging fruit for increasing income and maximizing conversions in the car sales! Learn how to craft a sales process tailored to address common challenges encountered during inbound sales calls, such as customers rushing for out-the-door (OTD) pricing, seeking trade values upfront, or inquiring about rates and availability before committing.
Join me as I explore the art of mitigating problems on your sales calls and devising a proactive strategy to preempt and resolve issues that may hinder your sales success. Learn actionable techniques to shift the odds in your favor, ensuring more favorable outcomes aligned with your desired results.
Many sales professionals face the challenge of being derailed right from the initial greeting, making it difficult to secure appointments when customers press for information upfront or hesitate to visit the dealership. Gain insights into different approaches to handling sales calls effectively, presented through diverse scenarios and examples aimed at positioning you as a trusted advisor rather than a mere seller, fostering a sense of confidence and rapport with potential customers.
Uncover a blueprint for structuring a refined call process that minimizes common pitfalls and enhances your overall call performance. Embrace the notion that persistent problems indicate a need for process improvement, and explore specific strategies and methodologies to elevate your call outcomes consistently.
To succeed in inbound sales calls, it's crucial to convey confidence, expertise, and genuine care through your interactions. Let's embark on this journey together to redefine your communication style, refine your questions, and reshape your statements to establish yourself as a valuable resource and guide for customers.
Commit to adopting new processes and embracing change to propel your sales performance to new heights. Embrace the challenge of mastering inbound sales calls, and unlock your full potential as a top-tier sales professional. Are you ready to elevate your sales game and achieve greatness in every call? Tune in now and take the first step towards sales excellence!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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📍Meet Guests at upcoming Reynolds Retail Summit Amplify24 ReyRey.com/Amplify
Join us as we delve into the intricacies of the Federal Trade Commission's controversial Vehicle Shopping Rule in the automotive industry. In this episode, representing Reynolds and Reynolds legal expert Matt Chacey, Product Development Attorney and Sales Director for Compliance Team, Jason Gaskill, shed light on the implications of this new regulation for car buyers and dealers alike.
Critics of the Vehicle Shopping Rule argue that it may lead to increased costs, more paperwork, and a longer sales process, potentially making the car buying experience more cumbersome for consumers. With members of Congress closely monitoring the situation, concerns are being raised about the rule's impact and the need for legislative action to address perceived shortcomings.
FTC enforcement actions, resulting in significant settlements, have put every dealer under the regulatory radar. From transparency in consumer transactions to the prohibition of misrepresentations, the importance of clarity and honesty in sales practices cannot be overstated.
Matt and Jason discuss the complexities of compliance, highlighting issues such as conflicting language in documents, the inclusion of arbitration clauses, and the presentation of optional products to customers. They emphasize the need for transparency and strategic redundancy in conveying information to customers, ensuring that they understand the terms and conditions of each product offered.
Tune in to gain valuable insights into navigating the evolving regulatory landscape, protecting dealerships, and promoting transparency in auto sales. Learn how to ensure that customers are well-informed about their options and rights, empowering them to make informed decisions with confidence.
Status:
On Jan. 18, the FTC postponed the VSR’s effective date of July 30, 2024 pending judicial review in response to a petition for review filed by NADA in the U.S. Court of Appeals for the Fifth Circuit. (See NADA’s opening brief.) NADA-supported language to deny FTC funding to enforce the VSR was included in the FY25 FSGG appropriations bill that passed the House FSGG subcommittee on June 5.
NADA also supports the “FTC REDO Act” (H.R. 7101/S. 3014) which would stop the VSR and require the FTC to follow certain procedures to ensure the rule is the result of an informed process if it chooses to “REDO” the rule. The bill requires the FTC to 1) issue an Advance Notice of Proposed Rulemaking; 2) conduct a quantitative study on auto retailing; 3) undertake consumer testing; and 4) publish a cost benefit analysis based on actual data. The FTC failed to perform these essential steps before finalizing its rule. Members of Congress are urged to cosponsor the “FTC REDO Act” to stop the flawed VSR and prevent the FTC from needlessly imposing significant burdens and costs on consumers and small business dealers.
Main Points:
✔️This FTC rule will add time, costs, and complexity for car-buyers and make it harder to conduct online sales. Vehicle sales are already extensively regulated with a document-intensive process, yet the FTC finalized these mandates without testing whether they enhance consumer understanding, education or protection. Under the rule, every time a consumer asks about a specific vehicle or monthly payments, it would involve new written forms harming the industry’s ability to streamline and modernize the car buying process.
✔️The VSR is duplicative as all the harms the rule is aimed at addressing are already against the law, and the agency presently has sufficient enforcement authority to police any alleged wrongdoing. The rule will duplicate and, in some cases, conflict with, extensive state and federal laws that protect consumers (e.g., the Federal Truth-in-Lending Act). The rule introduces ambiguous terms such as “express informed consent” and states that a customer signature by itself will NOT suffice, contrary to many state laws.
✔️The FTC’s rule dramatically increases the agency’s power without an informed regulatory process and will severely harm small businesses. The rule empowers the FTC to issue $51,744 per violation fines against dealers for unnecessary and vague requirements. The rule also imposes new recordkeeping burdens that more closely resemble retention requirements for supervised financial institutions, such as forcing dealers to capture every written communication, including texts.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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In this episode, I get into a crucial aspect of sales conversations that can transform your approach to engaging customers effectively. For both service and sales teams, the question "What's in it for me?" takes center stage as we explore how to reframe this inquiry into "How will this benefit me?" to emphasize the specific advantages and benefits customers can expect from your product or service.
Service advisors, BDC advisors, and sales consultants will discover actionable strategies to enhance their value proposition by consistently addressing the customer-centric query of "What's in it for me?" Understanding and articulating the unique value proposition is essential for maximizing revenue and gaining top-notch reviews.
Listeners will gain insights on navigating customer inquiries about pricing, learning to address the WIFM question before resorting to discounts. Through real-world examples and practical advice, I illustrate how focusing on the benefits and value customers receive for their investment can build trust and confidence in your offerings.
Moreover, I underscore the significance of showcasing the quality work and products offered by dealerships to distinguish them from competitors. Communicating the benefits effectively is crucial to positioning your brand as the best choice for customers, especially in a competitive market.
For sales BDC professionals handling internet leads dispersed among various dealerships, addressing the WIFM question becomes paramount in standing out and securing customer interest. We explore the importance of crafting compelling intros and videos that clearly communicate the value customers can expect, going beyond basic sales pitches to create lasting impressions and drive conversions.
Tune in to this episode for a wealth of examples, techniques, and expert insights aimed at empowering your sales and service teams to elevate their customer interactions, boost confidence in their offerings, and ultimately drive business success.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
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[email protected] | @georgejsaliba | J & S Autohaus | Sellmyev.com | J & S Mitsubishi
I had a great time chatting it up with with George Saliba! He is a car dealer based in New Jersey who has taken the world of social media by storm with his innovative approach to content creation and marketing strategies. George shares insights into his journey of building a thriving online presence, boasting over 100k followers in just one year. Now over 335K. He puts down his blueprint and the detailed journey to get here.
George reveals how a simple piece of advice from a friend in September 2023 transformed his social media game: "Post 2-3 times per day." With a focus on showcasing a wide selection of highline, exotic, and Tesla vehicles, George emphasizes the importance of consistency in content creation. He demystifies the process by advocating a straightforward approach: "Just shoot and post."
Opening up about his early struggles with social media anxiety, George recounts the breakthrough moment when one of his videos garnered 300k views overnight. He stresses the significance of experimentation and learning from what works and what doesn't, leading him to post twice a day to identify winning content strategies.
A pivotal moment in George's social media journey is highlighted when he shares the story of a daring customer negotiation video that went viral, showcasing bold moves that challenged conventional norms. By pushing the envelope and infusing energy and effort into his content, George witnessed a surge in engagement and lead generation.
With a growing following of 332k, George unveils his strategic approach to content creation, emphasizing the importance of consistency and authenticity. Leveraging the power of TikTok, he secured 40 deals in May alone, demonstrating his prowess in generating leads and driving business growth.
George's dedication to his craft shines through as he envisions his online presence as a lead-generating machine, attracting a diverse clientele that includes football players and daily TikTok customers looking to buy or sell cars. By combining passion with strategy, George Saliba is reshaping the landscape of highline car sales through the lens of social media innovation.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
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Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
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In this episode, join us as we delve into the world of automotive sales with Jeff Ramsey, the Variable Operations Director at Ourismen Automotive Group. Jeff shares his invaluable insights on customer engagement and conversation strategies, shedding light on his unique mindset when approaching sales and CRM tactics.
Discover how Jeff leverages AI to categorize leads into engaged and disengaged customer buckets, utilizing technology to maximize car deals. Gain exclusive access to Jeff's perspective on the role of AI in the sales process and the importance of setting realistic expectations for its implementation.
Say goodbye to outdated sales techniques as Jeff discusses innovative approaches to communication, emphasizing the power of personalized messages over generic templates. Learn effective methods to make your phone and inbox buzz with potential buyers, paving the way for increased sales conversions.
Jeff reveals a fresh perspective on goal-setting, strategy development, and branding, offering practical tips to drive customer conversion. Explore the significance of nurturing the customer journey and optimizing marketing budgets to enhance gross profits in the automotive industry.
Uncover Jeff's bold leadership mentality and his unwavering commitment to exploring what truly works in the dynamic world of automotive sales. Gain insights into the evolving landscape of salesmanship and the importance of hard work and dedication in achieving success.
Join us as Jeff shares his strategies for coaching, training, and fostering accountability among sales teams, empowering individuals to adapt to the changing demands of the market and secure rewarding paychecks. Don't miss this opportunity to learn from a seasoned expert who is reshaping the future of automotive sales.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
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Free learning series - coxautoinc.com/thecompleteprofitpicture
Join us in this insightful episode as we sit down with Jade Terreberry, Senior Director of Strategic Development from Cox Automotive Group to delve into the findings of their 14th annual car buying journey study. Jade shares valuable insights on the evolving landscape of automotive retail and consumer behavior.
In this episode, Jade emphasizes the importance of every touchpoint in the car buying process, highlighting the significance of timely and relevant communications. With the average consumer receiving three trade value offers, the spread can be as wide as $2,000, underlining the need for a sophisticated buyer experience that values data and research.
Gone are the days when the focus was solely on the right car at the right price. Today, consumers seek personalized communication and relevant content, even in virtual interactions with brands and dealerships. Some customers prefer self-guided research and the flexibility to engage at their own pace, whether in person or remotely.
Jade sheds light on the concept of "distance retailing," where customers are willing to travel beyond their local market for the right experience and information. With a shortage of used cars on the market, the emphasis is on having experts with rapid response times and efficient communication channels to meet consumer expectations.
Trust is paramount in today's car buying journey, with consumers expecting seamless interactions and quick access to information across various touchpoints. Jade highlights the importance of adapting sales approaches to align with modern consumer preferences and ensuring a non-linear, streamlined experience that resonates with today's tech-savvy buyers.
Tune in to discover how Cox Automotive Group's insights can help dealerships navigate the changing landscape of automotive retail and elevate the customer experience to new heights!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Join us for an insightful episode as we delve into the world of service and sales department challenges and solutions with Maria Maleki, Regional Sales Manager, a seasoned expert at CallRevu. In this interview, Maria sheds light on the critical aspects of service department communication, sales training, and development, particularly focusing on the Service BDC (Business Development Center).
Maria highlights common weaknesses that hinder effective communication in service departments, emphasizing the importance of building strong relationships with customers. She points out that newer and younger personnel often struggle when faced with complex customer inquiries related to service work, pricing, and timeframes, which can lead to missed opportunities and customer dissatisfaction.
Throughout the conversation, Maria provides valuable tips to address these challenges, emphasizing the significance of active listening, rapport-building, and effective questioning techniques. By recapping conversations, expanding on responses, and demonstrating understanding, service advisors can enhance the customer experience, increase appointment conversions, and foster continued engagement.
Maria also shares key tactics to position service advisors as trusted problem solvers, focusing on value rather than price alone. By showcasing the process of diagnostics in a transparent and non-intimidating manner, advisors can instill confidence in customers and emphasize the importance of choosing their services.
Furthermore, Maria discusses the use of AI technology to analyze customer interactions, flagging keywords related to common issues such as pricing concerns or competitor mentions. By leveraging AI insights to identify and address recurring problems, service departments can proactively coach and train staff for better outcomes, ultimately improving customer satisfaction and retention.
Tune in to discover practical strategies and techniques to enhance service department communication, build customer relationships, and drive business success in the competitive automotive service industry.
Contact Maria: [email protected]
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
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Sales Series Episode 8
Join me as I unveil a simple yet powerful strategy to conquer the hottest objections in sales today. I’m dropping tactics and strategies that will equip you with the confidence and skills to overcome objections and close more deals. Embracing a can-do attitude is key as I arm you with the tools to create effective snapbacks that will set you apart, boost your sales, and elevate your team's performance.
Discover the art of addressing objections such as customers wanting trade-in values before stepping foot in the dealership, facing competition from other dealers offering discounts, and the request for Out-The-Door (OTD) prices upfront. Learn how to navigate these challenges with finesse, using a blend of process, strategic questions, value propositions, and a winning mindset to guide your interactions and drive conversions.
In this jam-packed episode, I hand over practical insights on crafting natural and engaging responses that steer clear of robo scripts and pushy sales tactics. By mastering the art of being conversational yet persuasive, you'll build rapport, earn trust, and enhance the customer experience while boosting your bottom line.
Equip yourself and your team with the tools needed to tackle objections head-on, seize every sales opportunity, and exceed customer expectations. Don't miss this opportunity to transform your approach, elevate your performance, and unlock your potential for success in the competitive world of sales. Tune in and revolutionize your sales game today!
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
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Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.
Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.
In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.
With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.
As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.
Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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Sales Series Episode 7
In this episode, I get into the critical role of the Business Development Center (BDC) in a car dealership's sales success and uncover the common pitfalls leading to financial losses in the gap. This is a very serious issue plaguing sales teams and BDC departments, shedding light on the root causes such as the lack of a structured process, poor communication between sales and BDC teams, and the neglect of CRM systems.
I see these problems all the time during my sales training dealership visits.Don’t worry! I got your back! I share actionable solutions to transform BDC operations, including the implementation of written processes, defining clear roles and responsibilities, and incentivizing CRM utilization. By fostering a cohesive and collaborative environment where sales and BDC work hand in hand towards a common goal, dealerships can unlock their full potential and drive sustainable growth.
Moreover, I explore the power of creating a memorable guest experience that goes beyond transactions, focusing on making buyers feel valued, appreciated, wanted, and welcomed from the moment they step into the dealership. Learn how cultivating a customer-centric approach can not only boost sales but also establish long-lasting relationships that drive repeat business and referrals.
Tune in to this episode for expert insights, practical strategies, and inspiring stories that will empower car dealership professionals to bridge the gap between BDC and sales teams, paving the way for enhanced profitability and customer satisfaction.
Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com
🔥Check out our sponsors!🔥
LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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