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Articles by Michael Roppo
The Most Profitable Business Strategy Is Your Current Customer Base!
Almost Every Dealer, CEO, President VP of Sales and Manager that I speak to these days in the automotive dealership business constantly emphasizes building processes, technologies and expertise for acquiring new customers to get more business. And yet, common marketing wisdom tells us that customer retention is where longevity and profitability truly lies.
Does your Dealership Provide A Truly Exceptional Service Experience?
More and more dealerships seem to be renewing their vows and focusing on the level of service they provide to their customers. Sales and service industry leaders speak with great enthusiasm about building long-term customer relationships by providing a “truly exceptional service experience and creating a real world-class customer service culture.” It all sounds good, right? But what’s been your experience as a customer? Are you consistently delighted by the level of service you receive?
Pillars Of Increased Performance And Profitability
Dealerships are constantly seeking ways to improve their day-to-day performance and profitability. What follows are some issues and questions to consider when identifying best practices for your dealership.
The Power of Strong Fixed-Ops Business Footings and Foundations
In today’s highly competitive service retail business market, every service type business is a commodity that can most likely be found in a similar form usually at a better price. So they say? Successfully competing in a service driven economy with thousands of channels or platforms requires laser focus and top-notch customer levels of service. Any lackluster performance opens the door for competitors to grab market share.
The Knowledge, Attitude, Skills & Habits of A Professional Service Advisor
It’s important for them to always be on top of their game. Here are some K.A.S.H. (Knowledge, Attitude, Skills & Habitual) tips on how to turn a good service consultant into a professional one. Integrity: Integrity is the first thing you need to look for in a dealership service advisor. People Skills: A professional service advisor needs to be able to read people and adapt to their way of communicating.
Planning Is Good, Actions Are Better: How to Increase Profits and Customer Satisfaction
Remember our 2018 New Year Resolution on how make your dealership more profitable by increasing customer satisfaction and creating more profit retention while lowing the cost of doing business? Good! Well, that requires us to get in touch with what matters most to your business! I refer to it as “Management Alignment” and that defeats the many hidden activity-based costs associated to Management Malpractice! As we all know margins are getting thinner in every profit center of the dealership.
Ask Better Questions!
Have you ever had opportunity to spend time with other Dealers, Leaders, Managers and Like Kind Business Owners that you would love to learn from and felt tongue-tied? These opportunities can happen spontaneously – like during a refreshment break at a dealer or business training conference or finding yourself seated next to a leader on an airplane. Or maybe you are scheduled for a one on one breakfast/lunch/coffee time.
The New Normal: Turning Good Dealers Into Great Dealers
Going from good to great requires building a customer-centric dealership organization. Customer-centricity is a requirement for the New Normal, which is critical to improving business performance and long-term profitability.
The Dead Deal File
Rebecca Chernek, founded Chernek Consulting, LLC in 2001, has nearly three decades of experience in the automobile dealership industry. She started her career by working with her father at their family-owned auto dealerships in Have De Grace, Maryland. She gained hands-on skills and experience in almost every aspect of the automotive sales process: new used cars and trucks sales, F&I, Director of Finance for volume operations and general management.
How to Increase Profits & Customer Satisfaction
Remember our 2018 New Year Resolution on how make your dealership more profitable by increasing customer satisfaction and creating more profit retention while lowing the cost of doing business? Good! Well, that requires us to get in touch with what matters most to your business! I refer to it as “Management Alignment” and that defeats the many hidden activity-based costs associated to Management Malpractice! As we all know margins are getting thinner in every profit center of the dealership.
Will Your Dealership Thrive in 2018? | CBT Automotive Network
Breakout Quote: [“If genuinely done right, meetings should not be annoying distractions; they should be where your work gets communicated, explained, targeted, fixed and done.”] Breakout Quote: [“Some dealerships and management teams don’t really know how to meet productively and how to improve their business and people performance.
The Sales Art of Listening | CBT Automotive Network
There is a common misconception in the world of sales that you succeed only by product knowledge, preparation and by sheer determination. Too many salespeople focus primarily on manipulative sales tactics and mastering product knowledge, missing the point of how a sale actually happens. You will never sale a car by simply knowing everything about it.
Adapting when a customer says "I'm just looking!" | CBT Automotive Network
Mark is a sales expert and professional speaker, trainer, consultant, entrepreneur and author of the best seller “How to Be a Sales Superstar – Break All the Rules and Succeed While Doing It.” He has a 27-year career ranging from sales to becoming an executive manager at age 27, to founder and president of four successful companies. He is a professional member of the National Speakers Association and the Author’s Guild. Visit his website at www.MarkTewart.com.
Benefits of a Customer’s Seal of Approval | CBT Automotive Network
Your Brand Values set you apart from the competition. Often brand values are intricately intertwined with marketing and business development strategies. Brand values are intangible promises made tangible through recognizable proven signs for providing value-added service! There’s no fake it ‘till you make it! A brand value commitment assures customers of consistent performance and trust.
CRM Is About CEM! | CBT Automotive Network
Dealerships could easily generate substantial sales and gross increases on an annual basis by improving the customer experience and satisfaction within the dealership. It’s a proven fact! Success in business requires you to know that it’s no longer about Customer Relationship Management. It’s about Customer Experience Management as well.
Service: The Powerful Marketing Tool! | CBT Automotive Network
As a dealership, you have a unique opportunity to market to your customers. And it’s sitting right there in your dealership. What could that possibly be you might ask? We’re talking about your service department. Most Dealerships don’t look at their service department from a marketing standpoint. But this part of your dealership is a great way to establish an ongoing, positive relationship with your customers.
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