Ralph Paglia Interview by Dealix Part 2

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Ralph Paglia Interview by Dealix Part 2

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Ralph Paglia Interview by Dealix Part 2

  1. 1. Effective Online Automotive Sales: Ralph Paglia of Courtesy Chevrolet Interview Part 2 January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Ralph Paglia of Courtesy Chevrolet Interview Part 2 On Ad Budgets, Common Internet Sales Mistakes & More CONTENTS Interview with We’re bridging 2006 and 2007 by Automotive Sales continuing our chat with Ralph Paglia, CRM/ Expert Paul Miller e-Business Director at Phoenix’s Courtesy Chevrolet. Courtesy is consistently one of Ralph Paglia of the top Chevrolet dealers in the country, Courtesy Chevrolet and Ralph’s immense success has made Interview Part 2 him a nationally known expert in online The Future of Dealer automotive sales. In this second Websites installment, Ralph talks about advertising Ask Gilbert: Should I budgets, common Internet sales mistakes, Invest in a Spanish “slurping,” and the dealership of the future. Language Web Site? Start 2007 Sales in Dealix Dealer Newsletter (DDN): Ralph, High Gear! I can imagine that smaller dealerships would do just about anything to have the advertising budget you have at Courtesy. What advice would offer New Developments to help them make the most of their more limited means? for Third-party Sites The Top Ten for Q4 Ralph Paglia (RP): The most effective marketing strategies will usually 2006 scale up or down as budgets grow or shrink, and that’s true of our Internet Training and approach at Courtesy Chevrolet. The first thing we do is to buy every Industry Reminders available new car Internet lead that we can get from reputable lead providers such as Dealix. There’s simply no better value than being able to Dealix Dealer engage with a “hand-raiser” for around $20. The next thing is to buy used Newsletter Best of car leads based on our inventory. The principle here is exactly the same. 2006 View a Movie to See After taking care of new car and used car leads, I would use any remaining How Dealix Can Help Internet money to advertise the dealership’s website. We place a lot of You Sell More Cars graphical ads on major automotive websites and get a lot of exposure and a lot of traffic. But search engine marketing gives dealers a lot of flexibility SUBSCRIBE in exactly how they advertise and how much they spend. The critical thing is to link your advertising directly into your inventory. DDN: In a recent story about you in Ward’s, you mentioned a growing practice you called “slurping.” It seems that ISMs sometimes follow up with Internet customers to see why they didn’t show up for an appointment, and the customer will say, “I did, and I bought a car.” It turns out that floor salespeople are stealing these prospects and making the sale. What do you do to prevent this? RP: This has always been a problem, and it’s more of a political and http://news.dealix.com/e_article000726616.cfm?x=b11,0,w (1 of 3) [6/19/2007 6:49:20 PM]
  2. 2. Effective Online Automotive Sales: Ralph Paglia of Courtesy Chevrolet Interview Part 2 Subscribe to the Dealix organizational issue than a technical one. We address it in a number of Dealer Newsletter. ways. Our Internet sales specialists are trained to insist that the customer Enter your email call the ISS’s cell phone when they’re a block or two away from the address in the box dealership. We also have two full-time CRM administrators who work at the below and we'll add you to the list: showroom reception desk. They’re bonused based on how many customers they greet and introduce to the appropriate sales rep, so they have a strong incentive to prevent slurping. What’s most effective is having our sales process tied closely to our CRM Add Remove system, which is set up to prevent salespeople from creating an entry that Submit matches the name, telephone number, address, or email address for an existing entry. Our salespeople can’t work a deal without a customer number, and they can’t get a customer number for an Internet lead without exposing themselves as a thief. Ultimately, this problem won’t go away until we develop the discipline to terminate employees who stoop to this. A lot of dealerships wind up giving a half deal to someone who gets caught skating, just to keep the peace. This is the worst possible response, because it rewards and encourages the practice. I find it interesting that, with 30 people handling Internet sales, we almost never have a problem with the Internet salespeople skating each other. They are remarkably good at splitting deals, getting the customer to the right person, and even handling minor customer needs for their teammates without asking for half a deal. DDN: What’s the most common mistake Internet sales professionals make, in your opinion? RP: Withholding information that the customer explicitly asks for or has been promised in exchange for submitting a lead. Sometimes it’s laziness, but sometimes sales reps actually believe that the customer is more likely to speak with them if they refuse to email specific answers. It never fails to amaze and delight me when I mystery-shop our competitors and, in response to a specific, direct question, am told, “I’ll go over that with you on the phone.” Most customers will not let you get very far with them if you play games and withhold information about pricing or anything else. If you provide all the information the customer requests, and more, they’ll see that you are taking their inquiry very seriously and that you genuinely want to give them great service. The customer’s yearning for attention and great service has not changed. If you use email and phone calls to meet their needs and expectations, they will come to the dealership to meet you in person. If you’re fundamentally committed to this, even your missteps can turn out well. We resolve over 70% of our lead-handling complaints with a sale. Every customer gets an email with my name, direct phone number, and email address, asking if they are completely satisfied with how Courtesy Chevrolet’s ISS handled their inquiry. DDN: What about GMs? What should they avoid doing that could undermine the success of their Internet sales efforts? http://news.dealix.com/e_article000726616.cfm?x=b11,0,w (2 of 3) [6/19/2007 6:49:20 PM]
  3. 3. Effective Online Automotive Sales: Ralph Paglia of Courtesy Chevrolet Interview Part 2 RP: Lack of involvement or genuine commitment on the part of a GM can really hurt. GMs need to understand the Internet sales process as well as they understand the dealership’s other processes. They also need to hold people accountable for their performance. That means they have to know how to pull reports from their CRM tools and measure the activities of their staff, so they can kick butt when Internet sales reps do what all salespeople tend to do - let their process execution deteriorate. The only good alternative is to have someone like me operate at a director’s level and do all this for them. Luckily, Courtesy Chevrolet doesn’t have a general manager, so I get to keep my job! DDN: Ten years from now, what are things going to be like for a typical dealership? RP: Sales originating from various types of digital inquiries will continue to grow and represent a larger and larger portion of dealerships’ total sales. Newspapers became worthless as a retail automotive marketing tool two or four years ago, and more dealers will discover this fact every year. Overall, I believe the level of professionalism within the world of automotive sales will increase and managers will become savvier about everything that goes into the buyer’s decision-making process. If you want to see what most dealers will be doing in five years, come to Courtesy Chevrolet and visit our multiple Internet sales departments and our brand new state-of-the-art business development center. We don’t understand why it’s taking so long for other dealers to catch up, but when we see some of our local competition asleep at the wheel, we are thankful for it. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000726616.cfm?x=b11,0,w (3 of 3) [6/19/2007 6:49:20 PM]
  4. 4. Dealix Corporation : Auto Dealers : Become a Member Dealer Home » Products & Services » Auto Dealers » Become a Member Dealer Become a Dealix Member Dealer. See how our lead process works. Why should auto dealers use the Internet to sell more cars? (PDF) What our customers say: We introduce thousands of serious vehicle buyers to our dealers every day. Find out how many quality leads are available in your sales territory, and how we can 2007 – #1 to the Ward’s e-Dealer 100 help you expand your advertising opportunities. Please fill out this form and a Dealix and Platinum Award winner in Auto regional sales manager will give you a call. Dealer Monthly’s Dealers’ Choice Or call us directly at (800) 213 - 0439. Awards 2006 – Highest in Overall Dealer Satisfaction by J.D. Power and Associates; the #1 lead provider to the Your Name: * Provider to Ward’s e-Dealer 100 and Auto Dealer Monthly’s Top 100 Internet Your Title: Retailers; and the #1 New Car Lead * Provider in AutoDealer Monthly’s Dealers’ Choice Dealership Name: * Dealership 2005 - Highest in Overall Dealer * Address: Satisfaction among Primary New Independent Services City: * [View Results] - J.D. Power and Associates State: -- Please Select -- * 2005 – #1 Provider to Ward’s e-Dealer Zip: * 100 and Auto Dealer Monthly’s Top 100 Internet Retailers Telephone: * ext. 2003 - Highest in Business Fax: Generation, Lead Quality, and Lead Quantity Email: * - J.D. Power and Associates Notes: Is this the first time you have heard of Yes No Dealix - Home of InvoiceDealers? Are you interested in: New Car Leads Used Car Leads Both Submit http://dealix.com/Dealer/Contact.aspx?ckSRC=emailnewsletter.jan.07 (1 of 2) [6/19/2007 6:49:26 PM]
  5. 5. Dealix Corporation : Auto Dealers : Become a Member Dealer Top » Home » Products & Services » About Dealix » Contact Information » Dealix Dealer Newsletter ©2007 The Cobalt Group. All Rights Reserved. Copyright & Disclaimers New Car Buying Service Automotive Affiliate Programs Used Cars http://dealix.com/Dealer/Contact.aspx?ckSRC=emailnewsletter.jan.07 (2 of 2) [6/19/2007 6:49:26 PM]
  6. 6. Effective Online Automotive Sales January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 NEWS Interview with Automotive Sales Expert Paul Miller On Ad Spends, Rural Markets, and Domestic Brands Paul Miller began his career in the automotive industry cleaning cars at an Illinois dealership at age 16. Today, as a consultant, he leverages his 15 years of experience as a salesperson, Internet manager, BDC manager, finance manager, and sales manager to help dealerships around the country. We spoke with him recently about key topics, including: selling domestic brands; working in rural markets; and building trust and cooperation between the floor and the Internet department. [FULL STORY] Ralph Paglia of Courtesy Chevrolet Interview Part 2 On Ad Budgets, Common Internet Sales Mistakes & More INSIDE Interview with This month, we continued our chat Automotive Sales with Ralph Paglia, CRM/e-business Expert Paul Miller director at Phoenix’s Courtesy Chevrolet. Courtesy is consistently Ralph Paglia of one of the top Chevrolet dealers in Courtesy Chevrolet the country, and Ralph’s immense Interview Part 2 success has made him a nationally The Future of Dealer known expert in online automotive Websites sales. In this second installment, Ask Gilbert: Should I Ralph talks about advertising Invest in a Spanish budgets, common Internet sales Language Web Site? mistakes, “slurping,” and the Start 2007 Sales in dealership of the future. High Gear! [FULL STORY] http://news.dealix.com/index000158788.cfm?x=b11,0,w (1 of 4) [6/19/2007 6:49:30 PM]
  7. 7. Effective Online Automotive Sales New Developments The Future of Dealer Websites for Third-party Sites Key Topics from the J.D. Power and Associates Automotive The Top Ten for Q4 Roundtable 2006 Internet Training and At the J.D. Power and Associates Automotive Internet Roundtable held in Industry Reminders Las Vegas last November, a panel including The Cobalt Group’s vice Dealix Dealer president of applications and services Kevin Root; Barry Brodsky of Dealer Newsletter Best of Web Tools; and Jason Ezell of Dealerskins discussed the Future of 2006 Dealership Websites. This panel of online automotive veterans gave a glimpse into the trends that are likely to grow significantly in the next few View a Movie to See years. How Dealix Can Help You Sell More Cars [FULL STORY] SUBSCRIBE Subscribe to the Dealix Ask Gilbert: Should I Invest in a Spanish Language Web Dealer Newsletter. Site? Enter your email address in the box When to Meet the Demands of this Growing Market below and we'll add by Gilbert Chavez you to the list: Gilbert Chavez is Internet director for the Phil Long dealerships of Colorado, the largest privately-owned dealer group in that state. Gilbert frequently shares his responses to questions he gets from other Internet Add Remove dealers on how to run better Internet departments and general best Submit practices with the Dealix Dealer Newsletter. Here's the latest. [FULL STORY] ARCHIVE Effective Online Start 2007 Sales in High Gear! Automotive Sales View a Movie on How Dealix Can Help You Sell More December 2006 Effective Online It's a new year and with that comes Automotive Sales new sales opportunities. To start 2007 November 2006 off right, make sure you are connecting with as many car buyers Effective Online on the Internet as possible. Automotive Sales Dealix brings you the highest quality October 2006 leads from premium sites like Yahoo Effective Online Autos, Edmunds, Kelly Blue Book, and Automotive Sales more – directly to your in-box. Click September 2006 here to see a short movie on Dealix's award-winning New Car Leads [MORE] Program, and learn more about the provider that dealers rated Highest in Visit us at: Overall Dealer Satisfaction in the 2006 J.D. Power and Associates www.dealix.com Dealer Satisfaction with Online Buying to see how dealers Services StudySM. View the movie. rank the new car lead providers http://news.dealix.com/index000158788.cfm?x=b11,0,w (2 of 4) [6/19/2007 6:49:30 PM]
  8. 8. Effective Online Automotive Sales and to get more success strategies New Developments for Third-party Sites from experts in Ward's Dealer Business Editor on the Latest Trends online auto sales. by Cliff Banks Someone mentioned to me that very little new information came out of a panel discussion I recently moderated for J.D. Power and Associates held in Las Vegas. After listening to the tape of the session, which focused on the next big thing from third-party websites, I beg to differ. According to the panel, higher Internet lead costs for dealers and a system allowing customers to rate dealers are just a couple of new developments dealers may see by 2008. This article was originally published in the Dec. 20, 2006 issue of Ward's Dealer Business. [FULL STORY] The Top Ten for Q4 2006 Most Requested and Highest Close Rate Vehicles by Carl Montgomery To kick off 2007, we’re looking back at the fourth quarter of 2006 to see which cars generated the most leads and which had the highest close rates. BMW and Ford demonstrate that it's not just about Toyota and Honda! [FULL STORY] Internet Training and Industry Reminders Upcoming Events Cobalt's Breakfast of Champions and the 2007 NADA Expo: Upcoming industry events you won't want to miss. Click Full Story for details. [FULL STORY] http://news.dealix.com/index000158788.cfm?x=b11,0,w (3 of 4) [6/19/2007 6:49:30 PM]
  9. 9. Effective Online Automotive Sales Dealix Dealer Newsletter Best of 2006 Most Popular Articles of the Past Year In 2006, thanks to many great contributors and feedback from our dealers, we covered the hottest topics in online automotive to help dealers sell more vehicles more efficiently. Here is a list of our most popular articles of 2006 - worthy of a review to help you start 2007 strong. [FULL STORY] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/index000158788.cfm?x=b11,0,w (4 of 4) [6/19/2007 6:49:30 PM]
  10. 10. Effective Online Automotive Sales: Interview with Automotive Sales Expert Paul Miller January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Interview with Automotive Sales Expert Paul Miller On Ad Spends, Rural Markets, and Domestic Brands CONTENTS Interview with Paul Miller began his career in the Automotive Sales automotive industry cleaning cars at an Expert Paul Miller Illinois dealership at age 16. Today, practically everyone working in online Ralph Paglia of automotive knows his name and track record Courtesy Chevrolet of success. As a consultant, he leverages his Interview Part 2 15 years of experience as a salesperson, The Future of Dealer Internet manager, BDC manager, finance Websites manager, and sales manager to help dealerships around the country. We spoke Ask Gilbert: Should I with him recently about key topics, Invest in a Spanish including: combating the struggles of Language Web Site? domestic brands today; how rural dealers Start 2007 Sales in can avoid common selling mistakes; and the High Gear! importance of building trust and cooperation New Developments between the floor and the Internet department. for Third-party Sites The Top Ten for Q4 Dealix Dealer Newsletter (DDN): Paul, thanks for taking the time to talk 2006 with us. Let's start with your background. How did you get started in Internet Training and automotive, and how did you wind up where you are? Industry Reminders Paul Miller (PM): I started cleaning cars in an Illinois dealership at age 16. Dealix Dealer Newsletter Best of That was back in 1991. At 17, I moved to the body shop, where I prepped 2006 vehicles for the painters. At 18, I started selling cars. I tried college, but I quickly that realized that the car business was my true passion. All in all, I View a Movie to See spent 15 years in retail as a salesperson, Internet manager, BDC manager, How Dealix Can Help finance manager, and sales manager. I have been involved in every aspect of You Sell More Cars dealership operations, from ordering inventory to advertising. SUBSCRIBE In 1997, I started one of the country's first dealer websites and BDC departments. That was for Capital Ford in Raleigh, NC. When I left Capital, they were the #1 online Ford dealerships in the country. Today I have my own software and consulting company, DMi (Dudley-Miller, Inc.). My business partner and I, along with our staff, handle many levels of consulting and software needs for dealers nationwide. DDN: There's probably no such thing as a "typical" consulting project. But can you paint us a picture of what you do and how you work? PM: The foundation for DMi was laid while I was still at Capital. I got started doing websites and online applications for businesses owned by friends and http://news.dealix.com/e_article000726597.cfm?x=b11,0,w (1 of 5) [6/19/2007 6:49:35 PM]
  11. 11. Effective Online Automotive Sales: Interview with Automotive Sales Expert Paul Miller Subscribe to the Dealix family, and later on for non-competing dealerships. By the time I went out on Dealer Newsletter. my own, the workload was overwhelming, and it continued to grow. My Enter your email business partner and I managed it by expanding our staff, which is now up to address in the box six, and teaming with an advertising agency in Greenville, SC. below and we'll add you to the list: As we've grown, one thing we've worked hard to maintain is an individualized approach that develops the right solution for every client. I handle virtually all initial visits myself. The principal value that I personally am able to offer is the ability to dissect everything about the way a dealership does business and Add Remove propose a process that will work for that particular store - as opposed to a Submit cookie-cutter process that forces the store to make changes that may not make sense for it. For every request, I do a site assessment and investigate inbound emails, phone calls, and outbound marketing efforts. I interview all personnel and also evaluate all systems, lead providers, and advertising efforts. Afterwards, I prepare a report for the dealer. I present my findings in person and offer a proposal that will make it possible for the dealership to meet identified goals. We always develop steps to completion and make sure that each step is complete before proceeding to the next. This is a way to prevent the dealer from taking a shotgun approach that produces immediate results but ultimately ends in failure. DDN: What advice do you have for dealerships trying to strike the right balance between traditional advertising and online marketing? PM: Our main goal is to get the most buyers for the least amount per vehicle. This will vary from market to market and season to season. The key is to have a plan in place and do real forecasting instead of panicking on the fifteenth of the month when you see that your sales are down. We work with our ad agency partner to create a balanced campaign that takes the current market into account. For example, the summer is the time when TV advertising delivers the least value. We have our clients back off of TV advertising and put their money into radio and e-marketing. We may run a banner campaign in outdoor events venues and publish a series of summer email newsletters. All of this varies according to the dealership, the market, and the season. But one thing we emphasize strongly in every case is the need for synergy between traditional and interactive media. We want the customer to see the same message and brand online and offline, with no exceptions. Another special effort we make is to keep dealers from spending to force a market that is simply not there. It's very difficult and very expensive to create buyers. But it's easy and economical to purchase all the available buyers in the market through companies like Dealix. DDN: What are some of the biggest mistakes that you commonly see GMs making? PM: One is mistaking an Internet geek for an Internet manager. Internet managers and BDC managers are among the most important people in your dealership. Their true purpose in the organization has almost nothing to do with technical expertise and almost everything to do with an understanding of http://news.dealix.com/e_article000726597.cfm?x=b11,0,w (2 of 5) [6/19/2007 6:49:35 PM]
  12. 12. Effective Online Automotive Sales: Interview with Automotive Sales Expert Paul Miller the car business - in particular, how to apply the technology at their disposal to increase business and retain existing customers. The same attitude that leads GMs to favor technical over sales knowledge when staffing these positions also leads them to keep the Internet department or BDC out of the loop when it comes to the dealership's overall marketing efforts. This is a huge mistake. Many dealers don't tell the BDC about a TV, radio, or print campaign until the day it hits - or, even worse, until the BDC asks. During my site assessments, it’s not uncommon for me to hear a BDC rep ask a caller, "Are you sure that's our ad?" This sort of thing should never happen. You wouldn't ask your quarterback to go into a game without knowing the game plan, and the same goes for your BDC. DDN: When you go into a dealership, what's the hardest problem to correct? What's the one thing you're always hoping not to see, not to have to deal with? PM: Finding that someone is simply the wrong person for the job is probably the hardest thing I have to deal with. For one thing, it's not fun to be the bad guy, the guy who says, "Hey, this isn't working out." But there's also the question of how the wrong person got into this position in the first place. A lot of dealerships move under-performing employees to the BDC rather than letting them go. The attitude behind this is really difficult to correct. Why would a dealer spend tens of thousands of dollars a month on advertising to generate calls or email only to route those leads to a person who lacks the ability to handle them? Most of my clients prove adaptable enough to change their thinking and staffing practices, but, when they resist, it makes my job a lot tougher. DDN: What's tends to be the biggest mental block for dealerships? Is there a problem that's actually fairly easy to solve, logistically, but which dealerships just hate facing? PM: The biggest, definitely, is a lack of communication and trust between departments. It shouldn't be that hard to see that a true BDC is a support center for the sales department and not an enemy. Sales managers in some stores actually show animosity towards the Internet department when it has a better month than the floor team. A true BDC does not sell cars; it sells appointments for the floor. A true Internet department does its job by putting the best people in the right place to handle the customers that come its way. Logistically, it's fairly easy to give a BDC or Internet department everything it needs to succeed, but dealers can undermine their efforts by allowing the animosity to continue. One of the first things we do after a dealer agrees to our proposal is to have a town hall meeting with all managers, and then another with all salespeople. We want them to know from day one why we're here, what we're doing, and how they and the business will benefit. DDN: The conventional wisdom is that domestic dealers have a tougher time with Internet marketing than import dealers. How do you view this issue? PM: My belief is that domestics should actually perform better than the http://news.dealix.com/e_article000726597.cfm?x=b11,0,w (3 of 5) [6/19/2007 6:49:35 PM]
  13. 13. Effective Online Automotive Sales: Interview with Automotive Sales Expert Paul Miller imports in this regard, given that they have so much more freedom from their manufacturers. Many import dealers are hobbled by their forced reliance on CRM systems, websites, and other technologies that, in my opinion, are inferior to what can be obtained on the free market. Our philosophy is the same, whether a client is a domestic or import dealer. Use the best tools that your situation allows, and spend your advertising dollars in the most efficient way possible. In many cases, this involves identifying and targeting the most realistic customers for your particular store at a particular moment in time. A Toyota dealer shouldn't waste time trying to capture F150 buyers if he has four Tundras on the lot. Go after what will produce the most sales for you rather than going head to head with your competition. Be realistic, set goals, and achieve them. DDN: In the world of Internet sales and marketing, what are some key issues for rural dealerships? PM: A lot of rural dealers make the same mistake over and over. They think every Internet inquiry is a nothing deal that they will lose to the big city boys because they lack selection or their manager won't let them sell the vehicle at a low-enough price. Rural dealers need to be proactive in their community and present their customers with compelling reasons for keeping their business local. As a rural dealer, you have to own your market and not worry about the other markets. Selling outside your market is a nice achievement, but if you make it a goal, it will turn into a distraction. An interesting problem crops up for rural dealerships that are located in somewhat more dense areas. They tend to get more Internet leads, and their response to this volume is to rely too heavily on automation. They have a great personal touch with walk-ups and phone-ups, but with Internet leads they forget who they are and what has made people want to buy from them in the past. They can also forget the sales skills that they use all the time when working on the lot. Finding out what the customer really wants, for example. Someone can email them about a Ford Explorer, and they go into order-taking mode, not bothering to discover that the Explorer is number 25 on a list of 25 cars that the customer wants. Number 1 might be a Lincoln Navigator, and maybe that's out of the customer's price range. But if you take the time to learn this, you may be able to sell an Expedition, while your chances of selling that Explorer - the car the customer inquired about - are actually zero. The lesson here, of course, is a good one for all dealerships, and not just rural or semi-rural stores. Via email, it's easy for the most experienced sales professional to occasionally lose sight of buyer psychology and to take an inquiry too straightforwardly. This is one reason that it's important to pick up the phone and make a real connection when email doesn't seem to be going anywhere. [PRINTER FRIENDLY VERSION] http://news.dealix.com/e_article000726597.cfm?x=b11,0,w (4 of 5) [6/19/2007 6:49:35 PM]
  14. 14. Effective Online Automotive Sales: Interview with Automotive Sales Expert Paul Miller Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000726597.cfm?x=b11,0,w (5 of 5) [6/19/2007 6:49:35 PM]
  15. 15. Effective Online Automotive Sales: The Future of Dealer Websites January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME The Future of Dealer Websites Key Topics from the J.D. Power and Associates Automotive CONTENTS Roundtable Interview with Automotive Sales At the J.D. Power and Associates Automotive Internet Roundtable held last Expert Paul Miller November, a panel including The Cobalt Group’s vice president of applications and services, Kevin Root; Barry Brodsky of Dealer Web Tools; Ralph Paglia of and Jason Ezell of Dealerskins discussed the Future of Dealership Courtesy Chevrolet Interview Part 2 Websites.” This panel of online automotive veterans gave a glimpse into the trends that are likely to grow significantly in the next few years. Here are The Future of Dealer the hot topics: Websites Ask Gilbert: Should I Invest in a Spanish Reputation Management Language Web Site? Start 2007 Sales in At its broadest, “reputation management” refers to everything a business High Gear! can do to control the reputation it has among consumers. This doesn’t sound like a very high-tech concept, but today the Internet has a lot to do New Developments with the making - and breaking - of reputations. Websites such as for Third-party Sites judysbook.com and angieslist.com give consumers the collective power to The Top Ten for Q4 recommend particular services or stores. At the same time, individual 2006 bloggers are wielding more power as their readership grows. For Internet Training and dealerships, the website - which is already a key place where identities and Industry Reminders reputations are developed - will increasingly be thought of as a tool for reputation management. And this thinking will guide a lot of choices made Dealix Dealer by dealers as they evaluate new technologies and web practices. Newsletter Best of 2006 View a Movie to See “Relevance” How Dealix Can Help You Sell More Cars This term was used a lot, particularly by Kevin Root, who expects a surge in dealers’ ability to present customized, highly relevant content to website SUBSCRIBE visitors, based on detailed knowledge of the search history that brought them to the site. One intriguing result: the phase out of the traditional homepage. In the near future, the landing page shown to a given visitor will be customized for that particular person, with content and features based on how they searched for that particular site. Video Still having a hard time keeping your inventory photographs up to date? It is predicted that there will be an even stronger move towards video. This http://news.dealix.com/e_article000727518.cfm?x=b11,0,w (1 of 3) [6/19/2007 6:49:37 PM]
  16. 16. Effective Online Automotive Sales: The Future of Dealer Websites Subscribe to the Dealix may take a number of forms. Video can be an effective way to show a Dealer Newsletter. website visitor what it feels like to drive a given vehicle. And, especially for Enter your email used cars, it offers the possibility of “virtual walk-arounds.” A lead can address in the box schedule a time with a sales rep who will walk around the car with a video below and we'll add you to the list: camera. Thoroughly documenting the car, including any nicks and scratches, will be an excellent way to build trust. Content Syndication & “Push” Add Remove Submit Today, the dominant model is to build a website and drive people to it. Tomorrow, this model will be effectively complemented by “push” technology, including RSS feeds, which will allow you to syndicate portions of your website for consumption by subscribing users. A car buyer who visits your website but doesn’t see exactly what he wants in inventory might elect to have you push inventory updates to him. This buyer may be using a program that consolidates all his auto-related feeds on a single, customizable web page - something he constructs for himself as part of his car-shopping efforts. Collective Intelligence Ever look at a book on Amazon.com and notice the recommendations you’re shown, based on the books other buyers of the original book have bought? If you’ve ever found these recommendations helpful, then you - and Amazon - have benefited from “collective intelligence”: knowledge constructed based on the behavior of a large group. Collective intelligence will be one of the ways dealer websites enhance the relevance of the content they present to users. Imagine a car buyer searching your inventory and finding the car they want, along with vehicles frequently purchased by others who searched for this car. Shared OEM Assets OEMs are pumping a tremendous amount of money into building Internet assets that help them brand themselves, and their vehicles. The pressure to share these assets with dealers - whose budgets are much more limited - is growing. Expect to see movement on this front, in part thanks to efforts by service providers that work with dealers and OEMs. Partial Online Transactions No one on the panel felt it would soon be possible to complete a deal entirely online. But possibilities for carrying out specific portions of the transaction online are blossoming. Expect to see software that helps dealers and buyers negotiate over price, for example. More Vehicle Info Online http://news.dealix.com/e_article000727518.cfm?x=b11,0,w (2 of 3) [6/19/2007 6:49:37 PM]
  17. 17. Effective Online Automotive Sales: The Future of Dealer Websites If a buyer visits your site, and fails to find the vehicle information they need, so then goes elsewhere in search of it, the chances you’ll see them again fall precipitously. As a result, there will be a strong focus for dealers to begin providing more vehicle information to capture (and keep) a larger share of these visitors. Owner Marketing In the November ’06 issue of the Dealix Dealer Newsletter, we covered the topic of “owner marketing.” The term refers to the practice of marketing to your customer base - usually via email. In the near term, the ability to do this in a more targeted and customized way will grow, and dealers will increasingly think of owner management as a method for managing their overall reputation among car buyers. Services like The Cobalt Group’s OnStation focus on helping dealers maintain and expand upon relationships with their existing customer base via email “owner” marketing. Increased Focus on Dealer Branding/Identity Dealers spent much of the first decade of online automotive retailing simply getting online and refining their sites and processes. Now the task is to use websites to address the question, “Why me?” Why should car buyers shop with you rather than the guy down the street? You can answer that question with text and photos, of course, and even with the design of the site. But, increasingly, useful technologies will play a role. Consider video, discussed above, and the opportunity it provides for dealers to show used car blemishes and thus build trust. At the end of the day, it’s still about the relationship that the dealer can build with their customers based on the dealer’s ability to know their interests and show them relevant content. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000727518.cfm?x=b11,0,w (3 of 3) [6/19/2007 6:49:37 PM]
  18. 18. Effective Online Automotive Sales: Ask Gilbert: Should I Invest in a Spanish Language Web Site? January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Ask Gilbert: Should I Invest in a Spanish Language Web Site? When to Meet the Demands of this Growing Market CONTENTS Interview with Gilbert Chavez is Internet director for the Phil Long dealerships of Colorado, Automotive Sales the largest privately-owned dealer group in that state. Gilbert frequently Expert Paul Miller shares his responses to questions he gets from other Internet dealers on how to run better Internet departments and general best practices with the Dealix Ralph Paglia of Dealer Newsletter. Here's the latest. Courtesy Chevrolet Interview Part 2 The Future of Dealer Dear Gilbert, Websites We’re thinking about getting a version of our dealership’s website in Spanish Ask Gilbert: Should I because our dealership is located in an area where there is a large Spanish- Invest in a Spanish speaking community. Our management team has been discussing the idea of Language Web Site? investing in a Spanish website for a while because we have been reading and Start 2007 Sales in seeing reports on TV about this growing market. We do have some sales High Gear! people who speak Spanish, but the fact is that very few of the customers we New Developments deal with are unable to speak English – they can do a deal in English, no for Third-party Sites problem. What do you think? Should we invest in having our website in Spanish as well as in English? The Top Ten for Q4 2006 Thanks, Internet Training and Industry Reminders Curious George Dealix Dealer Newsletter Best of 2006 Dear Curious, View a Movie to See I get this question all the time. (Must be because of my Irish sounding last How Dealix Can Help name.) This is obviously a loaded issue, so, let’s try to put politics aside, and You Sell More Cars focus on the fact that you’re just trying to “meet your market” on their terms and sell cars. SUBSCRIBE While I don’t have exhaustive demographic statistics at my disposal, I can tell you what I’ve learned from my own experience, and that is - the online Spanish speaking market is an emerging market – it’s not totally there yet, but it promises to be big. You need to assess your particular market today to decide just how much - and how soon - you want to invest in this. But first, you need to ask yourself – am I doing everything I can with Internet leads and search engine marketing to fully tap into my existing market? Here’s an example of what I’ve experienced: Colorado, where our dealerships are located, has a significant Spanish-speaking population. Our dealer group has two Spanish language conversion sites, and I have seen little to no traffic http://news.dealix.com/e_article000727496.cfm?x=b11,0,w (1 of 3) [6/19/2007 6:49:40 PM]
  19. 19. Effective Online Automotive Sales: Ask Gilbert: Should I Invest in a Spanish Language Web Site? Subscribe to the Dealix on these sites. Additionally, our group has a Spanish language converter on Dealer Newsletter. our online used vehicles displays that gets essentially no play at all. Enter your email Furthermore, I recently worked in an area of New Mexico where 44.3% of the address in the box population speaks Spanish, and experienced the same result. below and we'll add you to the list: However, I have heard from other dealers, particularly in areas like Houston and San Antonio, Texas, and they’ve gotten good traction by having web sites in Spanish. Add Remove Submit Know Your Particular Market – Notable Stats Here are some statistics I’ve found on the Web from e-Marketer.com and Internet World Stats.com, that may help you make the decision on when to invest in a Spanish-language site, if at all. • In most cases, second-generation Americans of Spanish-speaking parents are online; however, many are bilingual and surf English- language search engines and web sites. • The Spanish-speaking population is the largest and fastest- growing ethnic segment in the United States, and is expected to grow to 17% of the domestic population by 2010. • There were 15.7 million Spanish-speaking Internet users in the US in 2005. And, this total will rise to 16.7 million in 2006, and is expected to reach nearly 21 million by 2010. • The online Spanish-speaking population is young. In 2005, there were 9.1 million estimated Spanish-speaking Internet users under the age of 35, and this estimate is expected to rise to 12.1 million in 2010. With a segment of the population that is growing this big and this fast, dealers should definitely continue to keep their ears close to the ground in order to make a sound assessment of how to best meet these consumers’ online car buying needs. For instance, in order to successfully target this demographic online - once the market is really ready - we must appreciate its intricacies. It is going to take more than traditional web sites simply translated into Spanish. The next generation web sites in Spanish will have to demonstrate the specific nuances of the language and culture as well as the needs of this growing marketing of car buyers. The key here is to really know your market. But, above all, keep this in mind – you really only want to branch out to “emerging markets’ after you’ve full tapped your existing market. Is your dealership already doing all it can on the Internet (leads, search, etc.) to reach your current market? Master that first, then look to expansion. George, thanks for the great question. - Gilbert [PRINTER FRIENDLY VERSION] http://news.dealix.com/e_article000727496.cfm?x=b11,0,w (2 of 3) [6/19/2007 6:49:40 PM]
  20. 20. Effective Online Automotive Sales: Ask Gilbert: Should I Invest in a Spanish Language Web Site? Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000727496.cfm?x=b11,0,w (3 of 3) [6/19/2007 6:49:40 PM]
  21. 21. Effective Online Automotive Sales: Start 2007 Sales in High Gear! January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Start 2007 Sales in High Gear! View a Movie on How Dealix Can Help You Sell More CONTENTS Interview with It's a new year and with that comes new Automotive Sales sales opportunities. To start 2007 off right, Expert Paul Miller make sure you are connecting with as many car buyers on the Internet as possible. Ralph Paglia of Dealix brings you the highest quality leads Courtesy Chevrolet from premium sites like Yahoo Autos, Interview Part 2 Edmunds, Kelly Blue Book, and more – The Future of Dealer directly to your in-box. Click here to see a Websites short movie on Dealix's award-winning New Ask Gilbert: Should I Car Leads Program, and learn more about Invest in a Spanish the provider that dealers rated Highest in Language Web Site? Overall Dealer Satisfaction in the 2006 J.D. Power and Associates Dealer Satisfaction Start 2007 Sales in with Online Buying Services StudySM. View High Gear! the movie. New Developments for Third-party Sites [PRINTER FRIENDLY VERSION] The Top Ten for Q4 2006 Internet Training and Industry Reminders Dealix Dealer Newsletter Best of 2006 View a Movie to See How Dealix Can Help You Sell More Cars SUBSCRIBE http://news.dealix.com/e_article000725638.cfm?x=b11,0,w (1 of 2) [6/19/2007 6:49:42 PM]
  22. 22. Effective Online Automotive Sales: Start 2007 Sales in High Gear! Subscribe to the Dealix Dealer Newsletter. Enter your email address in the box below and we'll add you to the list: Add Remove Submit Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000725638.cfm?x=b11,0,w (2 of 2) [6/19/2007 6:49:42 PM]
  23. 23. Effective Online Automotive Sales: New Developments for Third-party Sites January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME New Developments for Third-party Sites Ward's Dealer Business Editor on the Latest Trends CONTENTS Interview with I guess you can’t please everybody. Someone mentioned to me that very little Automotive Sales new information came out of a panel discussion I recently moderated for J.D. Expert Paul Miller Power and Associates held in Las Vegas. Ralph Paglia of Courtesy Chevrolet After listening to the tape of the session, which focused on the next big thing Interview Part 2 from third-party websites, I beg to differ. According to the panel, higher Internet lead costs for dealers and a system allowing customers to rate The Future of Dealer dealers are just a couple of new developments dealers may see by 2008. Websites Sounds newsworthy to me, especially if you’re a dealer buying leads from Ask Gilbert: Should I third-party firms. Invest in a Spanish Language Web Site? Sitting on the panel were John Holt president and CEO of The Cobalt Group; Start 2007 Sales in Stephen Henson, executive vice president of Kelley Blue Book; Chip Perry, High Gear! president and CEO of AutoTrader.com; Mitch Golub, president Cars.com; and New Developments Jim Riesenbach president and CEO of Autobytel, Inc. for Third-party Sites One thing is clear. All of the panelists agree the process with which their sites The Top Ten for Q4 move online car shoppers to the dealers needs to evolve to the next level. 2006 And that means improving the quality of leads dealers receive. Internet Training and Industry Reminders Indeed, there has been a lot of industry discussion about improving lead Dealix Dealer quality. Riesenbach, though, says talking about lead quality is a misnomer. Newsletter Best of 2006 “The notion that a consumer not ready to buy to on that day (when they visit View a Movie to See a site) is a low-quality lead strikes me as odd,” he says. How Dealix Can Help You Sell More Cars Rather than poor quality, it is an issue of readiness, Riesenbach thinks. “We need to define readiness and recognize people are coming into the funnel long SUBSCRIBE before they are ready to buy,” he says. “It is incumbent upon us to build (business) models that help move the consumers logically through that funnel.” “We need to take every lead that comes in and do everything possible to pass it on to a dealer so it has as much opportunity to close as possible,” says Holt. He suggests scientifically scoring leads as one way to measure readiness. Holt also believes third-party companies can do a better job of managing those leads. “We can do that with service,” he says. “We can extend our hands to the customer on behalf of the dealer.” http://news.dealix.com/e_article000727834.cfm?x=b11,0,w (1 of 2) [6/19/2007 6:49:45 PM]
  24. 24. Effective Online Automotive Sales: New Developments for Third-party Sites Subscribe to the Dealix Dealer Newsletter. One way is to develop sites that allow shoppers to simultaneously search for Enter your email both used and new vehicles, Perry argues. “There has been an artificial address in the box separation between new and used shoppers,” he says. “But studies show 40% below and we'll add of car buyers shop for both. There are fundamental gaps in the car buying you to the list: process on many sites.” Golub agrees saying third-party sites need to take a page from the used-car side of the business that allows shoppers to search for specific vehicles. He Add Remove envisions a process that allows buyers to match their online vehicle Submit configurations with actual inventory on dealers’ lots. Another development in the works that Golub expects will be in the market late in 2008 is a ratings system of dealers. It likely will be a touchy issue for dealers, and is one that has be done positively rather than negatively, he says. Another area third-party sites will improve is in the use of content and consumer-generated tools, Henson says. “We’ll see exponential growth in that area,” he says. KBB.com is piloting video applications and will begin rolling them out sometime next year. Meanwhile, Cars.com is launching in February a series of vehicle databases shoppers can access using their cell phones and Blackberries. But all this development will take money and likely will result in higher prices for those leads. Cars.com is doubling its product development for its site in 2007. The shopping experience has to change, Golub argues. “It’s a 12-year old business model in which the price per lead has not changed in eight years,” he says. But that may be a tough sell for skeptical dealers. The return for dealers, though, may be much higher closing ratios for the leads they purchase from third-party sites. If that happens, and that is a big “if,” that will be real news. cbanks@wardsauto.com This article was originally published in the Dec. 20, 2006 issue of Ward's Dealer Business. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000727834.cfm?x=b11,0,w (2 of 2) [6/19/2007 6:49:45 PM]
  25. 25. Effective Online Automotive Sales: The Top Ten for Q4 2006 January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME The Top Ten for Q4 2006 Most Requested and Highest Close Rate Vehicles CONTENTS Interview with To kick off 2007, we’re looking back at the fourth Automotive Sales quarter of 2006 to see which vehicles generated Expert Paul Miller the most leads and which vehicles had the highest close rates. Ralph Paglia of Courtesy Chevrolet Interview Part 2 Close Rates: Trucks and SUVs Come Out on The Future of Dealer Top Websites Ask Gilbert: Should I Every vehicle in this list is an SUV or truck, with two exceptions - two very Invest in a Spanish different exceptions. At number 4, there’s the Lexus GS, with a close rate score Language Web Site? of 990. And at number 9 there’s the Honda Civic Si, with a close rate score of Start 2007 Sales in 949. Yet, overall, in the 4th Quarter of 2006, online vehicle buyers clearly High Gear! showed that they wanted a vehicle that could "do stuff" - whether it was for work or a busy and active lifstyle - to haul lots of things - or people. New Developments for Third-party Sites Close Rate Score by Make and Model The Top Ten for Q4 Rank Make Model Close Rate Score 2006 1 BMW X3 1000 Internet Training and 2 Chevrolet Silverado Classic 1500 4WD 990 Industry Reminders 3 Jeep Commander 990 Dealix Dealer Newsletter Best of 4 Lexus GS 990 2006 5 Nissan Frontier 990 View a Movie to See 6 Acura MDX 970 How Dealix Can Help 7 Dodge Dakota 949 You Sell More Cars 8 Ford Freestyle 949 9 Honda Civic Si 949 SUBSCRIBE 10 Toyota Tacoma 949 Subscribe to the Dealix Dealer Newsletter. Enter your email address in the box Most-Requested Vehicles below and we'll add you to the list: As usual, we’ve broken these rankings into four categories: cars, trucks, SUVs, and minivans. Among cars, the imports ruled the roost, with Ford the only domestic Add Remove manufacturer to make the cut - thanks to its eye-catching Mustang. For the most Submit part, the cars generating the most leads are a fairly unassuming lot. The Mustang is an exception, of course, as is the MINI Cooper. MINI mania is still alive and well. http://news.dealix.com/e_article000726668.cfm?x=b11,0,w (1 of 3) [6/19/2007 6:49:55 PM]
  26. 26. Effective Online Automotive Sales: The Top Ten for Q4 2006 Most Requested Cars Rank Make Model Strength Rating 1 Toyota Camry 1000 2 Honda Civic Sedan 679 3 Toyota Corolla 648 4 Honda Accord Sedan 560 5 BMW 3 Series (default) 522 6 Honda Civic Coupe 389 7 MINI Cooper (default) 372 8 Honda Accord Coupe (default) 367 9 Ford Mustang 361 10 Mazda MAZDA3 360 In the trucks category, the Big Three fared much better, with all making the list - Chevrolet twice. Only Toyota had more ranked models (3). Nissan had two, but in the number 9 and number 10 spots. Most Requested Trucks Rank Make Model Strength Rating 1 Ford F Series Pickup* 1000 2 Chevrolet Silverado* 831 3 Dodge Ram* 606 4 Toyota Tacoma 476 5 GMC Sierra* 333 6 Chevrolet Avalanche (default) 267 7 Toyota Tundra 235 8 Toyota Tacoma PreRunner 163 9 Nissan Frontier 157 10 Nissan Titan 136 On to the top ten SUVs. Here, Toyota models occupied the top two spots, with a third - the FJ Cruiser - showing up at number 7. Honda placed two of its vehicles, as did Jeep. And high gas prices didn’t force Hummer off the list: its H3 held firm at number 5. Most Requested SUVs Rank Make Model Strength Rating 1 Toyota RAV4 1000 2 Toyota 4Runner (default) 869 3 Chevrolet Tahoe 631 4 Honda CR-V 617 5 Hummer H3 615 6 Honda Pilot 521 7 Toyota FJ Cruiser 516 8 Jeep Wrangler 463 9 BMW X5 453 10 Jeep Grand Cherokee 416 http://news.dealix.com/e_article000726668.cfm?x=b11,0,w (2 of 3) [6/19/2007 6:49:55 PM]
  27. 27. Effective Online Automotive Sales: The Top Ten for Q4 2006 It was in the minivan category that the domestics really held their own. No Asian manufacturer placed more than one model - five in all. Meanwhile, Chrysler/ Dodge vehicles took up three spots, with Ford and Saturn accounting for the remaining two. Most Requested Minivans Rank Make Model Strength Rating 1 Honda Odyssey 1000 2 Toyota Sienna 738 3 Kia Sedona 421 4 Dodge Caravan 394 5 Chrysler Town & Country 345 6 Dodge Grand Caravan 240 7 Nissan Quest 193 8 Ford Freestar 110 9 Mazda MPV 86 10 Saturn Relay 73 About the Study The Dealix Most Requested Vehicles IndexSM is a weighted index based on the number of Internet sales leads per vehicle make and model that is generated from the Dealix Lead Trading PlatformSM over a set time period. The most requested vehicle per submitted leads is given a perfect score of 1000 and all subsequent vehicles are weighted against the leading vehicle. Primary data is derived from the Dealix Lead Trading PlatformSM. This study does not intend to represent data for all vehicle sales leads. The Dealix Most Frequently Closed IndexSM is a weighted index based on the number of Internet sales leads for a specific vehicle make and model generated from the Dealix Lead Trading PlatformSM that resulted in a sale over a set time period. The most frequently closed vehicle per submitted leads is given a perfect score of 1000 and all subsequent vehicles are weighted against the leading vehicle. Primary data is derived from the Dealix Lead Trading PlatformSM. The study does not intend to represent data for all vehicle sales leads. This report is brought to you by Dealix Business IntelligenceSM. An asterisk* indicates that the listed vehicle includes several models and/or trim lines that share the same name. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2007 Dealix Corporation. All rights reserved. Newsletter The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000726668.cfm?x=b11,0,w (3 of 3) [6/19/2007 6:49:55 PM]
  28. 28. Effective Online Automotive Sales: Internet Training and Industry Reminders January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Internet Training and Industry Reminders Upcoming Events CONTENTS Interview with The Cobalt Group Presents the Breakfast of Champions Workshop Series Automotive Sales The Breakfast of Champions seminar for 2007 is a cost-effective way to help you with Expert Paul Miller your dealership’s advertising and marketing strategies. A Breakfast of Champions in Ralph Paglia of coming soon to a city near you and it is definitely something you don’t want to miss! Courtesy Chevrolet Interview Part 2 The Future of Dealer January 16th Ft. Lauderdale, FL Embassy Suites Ft. Lauderdale Websites February 20th San Diego, CA San Diego Hotel & Marina Ask Gilbert: Should I March 13th Westchester, NY Westchester Marriott Invest in a Spanish Language Web Site? Click Here to register for any of these sessions. Or, call (800) 557 -7915. Start 2007 Sales in High Gear! New Developments NADA 2007 – The Automotive Industry Event of the Year for Third-party Sites The Top Ten for Q4 Need a break from the convention floor? The Cobalt Group and Dealix will be hosting a 2006 reception across the street from the event at the Renaissance Hotel. Complimentary refreshments will be provided. We are looking forward to meeting with you and telling Internet Training and you more about our new products like the Used Cars Advertising & LeadsSM program, Industry Reminders PowerSearch CompleteSM, and more. Our experts will be on hand to answer any Dealix Dealer questions you may have about our suite of products & services and the online Newsletter Best of automotive industry in general. 2006 View a Movie to See For more information the 2007 NADA Expo, please click here. How Dealix Can Help You Sell More Cars SUBSCRIBE Subscribe to the Dealix Dealer Newsletter. [PRINTER FRIENDLY VERSION] Enter your email address in the box below and we'll add you to the list: Add Remove Submit http://news.dealix.com/e_article000725637.cfm?x=b11,0,w (1 of 2) [6/19/2007 6:49:57 PM]
  29. 29. Effective Online Automotive Sales: Internet Training and Industry Reminders Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2007 Dealix Corporation. All rights reserved. Newsletter The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000725637.cfm?x=b11,0,w (2 of 2) [6/19/2007 6:49:57 PM]
  30. 30. Effective Online Automotive Sales: Dealix Dealer Newsletter Best of 2006 January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME Dealix Dealer Newsletter Best of 2006 Most Popular Articles of the Past Year CONTENTS Interview with Here are the most popular Dealix Dealer Newsletter articles from 2006: Automotive Sales Expert Paul Miller Building Internet Department Profitability Ralph Paglia of Anderson Auto Group: High Sales in Rural Markets Courtesy Chevrolet Interview Part 2 10 Best Practices for Responding to Phone Leads The Future of Dealer Websites How to Staff Your Internet Department Ask Gilbert: Should I Invest in a Spanish Neil Automotive: a Big Commitment to the Internet Pays Off Language Web Site? Start 2007 Sales in Interview with Ralph Paglia of Courtesy Chevrolet - Part I High Gear! Internet Departments Still Not Getting It New Developments for Third-party Sites Three Simple Things Internet Managers Should Check Everyday The Top Ten for Q4 2006 Internet Sales Training Manual Internet Training and Industry Reminders Email or Phone? Don’t Let the Customer Decide Dealix Dealer Newsletter Best of How to Maintain Gross with Internet Customers 2006 View a Movie to See [PRINTER FRIENDLY VERSION] How Dealix Can Help You Sell More Cars SUBSCRIBE http://news.dealix.com/e_article000725635.cfm?x=b11,0,w (1 of 2) [6/19/2007 6:50:00 PM]
  31. 31. Effective Online Automotive Sales: Dealix Dealer Newsletter Best of 2006 Subscribe to the Dealix Dealer Newsletter. Enter your email address in the box below and we'll add you to the list: Add Remove Submit Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2007 Dealix Corporation. All rights Dealer Newsletter reserved. The Dealix Dealer Newsletter is sent to Dealix members and anyone who has expressed interest in our services. To unsubscribe, enter your email address in the subscription box appearing within the newsletter and choose the Remove option. Or, just click one of the links below. http://news.dealix.com/e_article000725635.cfm?x=b11,0,w (2 of 2) [6/19/2007 6:50:00 PM]
  32. 32. Effective Online Automotive Sales: View a Movie to See How Dealix Can Help You Sell More Cars January 2007 Effective Online Auotmotive Sales VOLUME 6 ISSUE 1 HOME View a Movie to See How Dealix Can Help You Sell More Cars CONTENTS Interview with Automotive Sales Expert Paul Miller Ralph Paglia of Courtesy Chevrolet Interview Part 2 The Future of Dealer Websites Ask Gilbert: Should I Invest in a Spanish Language Web Site? Start 2007 Sales in High Gear! New Developments for Third-party Sites The Top Ten for Q4 2006 Internet Training and Industry Reminders [PRINTER FRIENDLY VERSION] Dealix Dealer Newsletter Best of 2006 View a Movie to See How Dealix Can Help You Sell More Cars SUBSCRIBE http://news.dealix.com/e_article000725633.cfm?x=b11,0,w (1 of 2) [6/19/2007 6:50:02 PM]

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