Dealix Ralph Paglia Automotive Marketing Interview Part1

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Dealix Ralph Paglia Automotive Marketing Interview Part1

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Dealix Ralph Paglia Automotive Marketing Interview Part1

  1. 1. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Interview with Ralph Paglia of Courtesy Chevrolet CONTENTS The Intelligent Approach to Challenges Big and Small Interview with Ralph The Dealix Dealer Newsletter recently sat Paglia of Courtesy down with Ralph Paglia, CRM/e-business Chevrolet director at Courtesy Chevrolet, consistently Third Party Auto one of the top Chevrolet dealers in the Sites: the Trusted country. A well-known expert in online Source for Online Car automotive sales, Ralph shared so many best Buyers practices with us that we decided to publish his advice over the course of two issues. In Want to Sell More this first installment, Ralph talks about Cars More Efficiently? adapting to market trends and competing with Ask Gilbert: Getting the imports. Buy-In from the GM What Drives “Dealer Dealix Dealer Newsletter (DDN): Thanks Satisfaction”? for taking the time to share some of your experience in online auto sales with our The Annual “Bad readers, Ralph. According to a recent survey by Cobalt and RL Polk, 56% of new Leads” List car leads wound up as sales; but only 8% of these sales took place at the Metro Areas with the dealership where the lead was first submitted. On top of this, 34% of these Fastest Close Times buyers wound up with a different model - and frequently a used car. In your of Q3 2006 opinion, why is this happening? What can dealers do to make that original sale? Internet Training and Industry Reminders Ralph Paglia (RP): At Courtesy Chevrolet, we handle over 5,000 leads per month, and we get those leads from a wide variety of resources - so we are Previously in the uniquely positioned to spot trends in the nature of these leads. What we’ve seen Dealix Dealer is an evolving landscape of lead generating business models and strategies that Newsletter have contributed to the “Fickle Prospect” syndrome. View a Movie to See How Dealix Can Help My explanation of why so many leads wind up elsewhere is simple. Over the past You Sell More Cars 10 years, shopping online for a car has become mainstream, and so many customers are submitting multiple leads to multiple dealers simply because it’s so SUBSCRIBE easy to do. If a single customer submits five leads to five different dealers representing five different brands, then 80% of those dealerships will experience a perceived failure to close the sale. However, we still need to keep in mind that with Internet leads, the cost per sale is generally lower than with traditional advertising. Where before, we could assume that car buyers were viewing many different ads and different brands in newspaper ads, with Internet leads – we can actually measure that behavior. Consumers love choice. On the other hand, seeing new car leads ending up as used car sales is nothing new. It’s just that the explosion of Internet leads is making it much more visible. Those of us who grew up selling cars have long known the value of switching a new car buyer to a used car. “Switch to get rich!” we used to say - referring to http://news.dealix.com/e_article000706890.cfm?x=b8ylmVJ,b4bG84ht (1 of 3) [1/11/2007 9:34:09 AM]
  2. 2. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet Subscribe to the Dealix the greater gross potential on the sale of used vehicles. Dealer Newsletter. Enter your email Now let’s look at the question of lead defection to competing products. The address in the box number of cars sold each year in the US has been holding steady at around 17 below and we'll add you to the list: million. With lead volume increasing at the same time, it’s inevitable that the rate at which dealers lose leads to other brands will increase. Don’t think my point is that dealers should be comfortable with high loss rates. But you have to look at the causes behind these rates and figure out where you Add Remove can have an impact. For example, at Courtesy Chevrolet we’ve recently modified Submit our lead management processes to acknowledge the reality that most leads wind up buying a different car from the one they initially said they wanted. We’re now following up with a second round of price quotes for certified pre-owned vehicles - quotes selected based on the lead’s original inquiry and any information collected by the Internet sales specialist. DDN: Given the huge array of choices buyers are presented with online, it’s easy to understand a certain amount of fickleness. But one thing we’ve learned in our research is that a dealer’s ability to connect with online buyers exerts a powerful influence over where and what they wind up buying. As a very successful dealer, you’ve no doubt developed some really effective ways to make this connection. This is probably all the more true, since you’re doing very well selling a domestic brand at a time when domestics are a tougher sell. What advice would you give to domestic dealers who are struggling to improve their Internet business? RP: At the risk of giving away the secret sauce, I’ll tell you that one of the most effective ways for domestic dealers to increase sales is to aggressively pursue buyers who are considering Asian brands and competing domestic brands. We take great pride in convincing Toyota and Nissan buyers to consider a Chevy. We use search engine marketing to target customers shopping for competing brands. We bid for keywords related to these brands, and we place our ads on sites devoted to these brands. Targeted campaigns of this kind can push Corolla buyers to consider a Cobalt, Sequoia buyers to consider a Tahoe, and so on. Something else we do that makes an enormous difference is using a “triage” lead management process. Instead of making random or round-robin assignments, we assign leads to a specific Internet sales specialist based on the leads’ characteristics and that sales specialist’s historical strengths. Then we have a customer service representative in our BDC contact every unsold lead 72 hours after it comes in, in an attempt to get the customer to visit the dealership. Then, a third person follows up three days later, if there is still no appointment registered in our CRM system. Multiple interactions early in the process ensure that we win our fair share of deals with buyers who are deeper in the sales funnel. Involving additional people in those interactions serves as a safety net that keeps leads from slipping through the cracks. Dealers have to stay focused on a basic fact that’s part of everything we do at Courtesy Chevrolet: anytime you can replace randomness with a process that’s geared to a desired outcome, you have a greater opportunity to optimize sales results. We’ll continue our conversation with Ralph Paglia next month. http://news.dealix.com/e_article000706890.cfm?x=b8ylmVJ,b4bG84ht (2 of 3) [1/11/2007 9:34:09 AM]
  3. 3. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000706890.cfm?x=b8ylmVJ,b4bG84ht (3 of 3) [1/11/2007 9:34:09 AM]
  4. 4. Effective Online Automotive Sales December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 NEWS Interview with Ralph Paglia of Courtesy Chevrolet The Intelligent Approach to Challenges Big and Small The Dealix Dealer Newsletter recently sat down with Ralph Paglia, CRM/e- business director at Courtesy Chevrolet, consistently one of the top Chevrolet dealers in the country. A well-known expert in online automotive sales, Ralph shared so many best practices with us that we decided to publish his advice over the course of two issues. In this first installment, Ralph talks about adapting to market trends and competing with the imports. [FULL STORY] Third Party Auto Sites: the Trusted Source for Online Car Buyers Interview with KBB’s Manager of Automotive Partners Sherrell INSIDE Kovach Interview with Ralph Paglia of Courtesy There’s no doubt about it: with the Internet, today’s car Chevrolet buyers have a wealth of options at their finger tips. OEM Third Party Auto Sites: websites, dealership sites, and independent, third party auto the Trusted Source for sites all promise the quintessential “user experience” to entice Online Car Buyers car buyers into their worlds. While having your own website Want to Sell More Cars has become a necessity for today’s dealerships, and no one is More Efficiently? going to say no to subsidized leads from their OEM, the best Ask Gilbert: Getting Buy- In from the GM third party auto sites continue to win the hearts of consumers as a “trusted source” for information - and a great source of What Drives “Dealer Satisfaction”? leads for dealers. We spoke with Kelley Blue Book’s manager The Annual “Bad Leads” of automotive partners, Sherrell Kovach, who talked about List why this is, and how premium third party auto sites continue to be on the cutting edge when it comes to consumer experience and lead generation. http://news.dealix.com/index000152060.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 5) [1/11/2007 9:34:12 AM]
  5. 5. Effective Online Automotive Sales Metro Areas with the [FULL STORY] Fastest Close Times of Q3 2006 Internet Training and Industry Reminders Want to Sell More Cars More Efficiently? Previously in the Dealix Check Out this Movie to See How You Can Dealer Newsletter View a Movie to See What’s the remedy for the sales How Dealix Can Help challenges that dealers are You Sell More Cars facing today? Connecting with SUBSCRIBE as many car buyers on the Subscribe to the Dealix Internet as possible. Dealix Dealer Newsletter. Enter helps you do this by bringing your email address in the box below and we'll add you the Highest Quality Leads in you to the list: the industry, Superior Service, and Dealer Control FeaturesSM. Now we have even more great ways to help you sell more Add Remove vehicles more efficiently. Click Submit here to see a short movie on Dealix's award-winning New ARCHIVE Car Leads Program, and learn Effective Online more about the provider that Automotive Sales dealers rated Highest in Overall Dealer Satisfaction in the November 2006 2006 J.D. Power and Associates Dealer Satisfaction with Effective Online Automotive Sales Online Buying Services StudySM. View the Flash movie. October 2006 Effective Online Automotive Sales September 2006 Ask Gilbert: Getting Buy-In from the GM Effective Online How to Save Your Internet Leads & Your Department Automotive Sales by Gilbert Chavez August 2006 Gilbert Chavez is Internet director [MORE] for the Phil Long dealerships of Colorado, the largest privately- Visit us at: owned dealer group in that state. www.dealix.com Many dealers turn to Gilbert for to see how dealers advice about their dealerships and rank the new car lead providers how to be successful with Internet and to get more sales. Gilbert frequently shares his success strategies from experts in responses with the Dealix Dealer Newsletter. Here's the latest. online auto sales. [FULL STORY] http://news.dealix.com/index000152060.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 5) [1/11/2007 9:34:12 AM]
  6. 6. Effective Online Automotive Sales What Drives “Dealer Satisfaction”? Interview with J.D. Power's Senior Analyst Min Cho In September, J.D. Power and Associates (JDPA) announced the results of its 2006 Dealer Satisfaction with Online Buying Services StudySM, and in the October issue of the Dealix Dealer Newsletter, we spoke with former JDPA senior director Dennis Galbraith and senior analyst Min Cho to learn more about the study's findings. This month, we continued the conversation with Min Cho to gain a better understanding of the factors that make up “dealer satisfaction.” [FULL STORY] The Annual “Bad Leads” List Even with State-of-the-Art Scrubbing, the Jokers Keep Coming Since we first published our list of "bad lead names" in the Dealix Dealer Newsletter back in November 2001, Dealix’s lead scrubbing technology has become more efficient, so our real people quality team rarely has to deal "up-front and personal" with questionable leads that come through our system. Yet, in keeping with tradition, our Dealix sales reps, and even some of our dealers, continue to send us bad lead names, or "leads that lead no where," throughout the year. So, without further ado, here's the 2006 list of really bad leads - and no doubt, they're all in the market for a Dodge Viper. [FULL STORY] http://news.dealix.com/index000152060.cfm?x=b8ylmVJ,b4bG84ht,w (3 of 5) [1/11/2007 9:34:12 AM]
  7. 7. Effective Online Automotive Sales Metro Areas with the Fastest Close Times of Q3 2006 Top Dealers Beating the Average by Weeks What are they putting in the water in these ten metro areas? Two weeks or less - that’s how quickly, on average, they’re closing their Internet leads. It’s the result of a combination of factors, no doubt, including strong leads, skilled salespeople, and finely-tuned sales processes. [FULL STORY] Internet Training and Industry Reminders Upcoming Workshops Cobalt's Breakfast of Champions Workshop Series - What to look forward to in 2007 Click Full Story for details. [FULL STORY] Previously in the Dealix Dealer Newsletter November 2006 "Owner Marketing” via Email Marketing Bergstrom Automotive: United When It Comes to the Internet Holding on to Slippery Leads Fine-Tune Your Online Used Car Business: Generation Y Vehicles Generating the Most Leads in Q3 2006 October 2006 Anderson Auto Group: High Sales in Rural Markets 2006 J.D. Power and Associates Dealer Satisfaction with Online Buying Services StudySM 10 Best Practices for Responding to Phone Leads Email or Phone? Don’t Let the Customer Decide http://news.dealix.com/index000152060.cfm?x=b8ylmVJ,b4bG84ht,w (4 of 5) [1/11/2007 9:34:12 AM]
  8. 8. Effective Online Automotive Sales Stop Internet Leads from Slipping Away The Value of Trade-Ins Dealers, Factories Spending Less on Print Ads, More Online Make the Customer Come to You Top Internet Teams of Q3 2006 Published by Dealix Corporation Click here to Tell a Friend about the Dealix Copyright © 2006 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/index000152060.cfm?x=b8ylmVJ,b4bG84ht,w (5 of 5) [1/11/2007 9:34:12 AM]
  9. 9. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Interview with Ralph Paglia of Courtesy Chevrolet CONTENTS The Intelligent Approach to Challenges Big and Small Interview with Ralph The Dealix Dealer Newsletter recently sat Paglia of Courtesy down with Ralph Paglia, CRM/e-business Chevrolet director at Courtesy Chevrolet, consistently Third Party Auto one of the top Chevrolet dealers in the Sites: the Trusted country. A well-known expert in online Source for Online Car automotive sales, Ralph shared so many best Buyers practices with us that we decided to publish his advice over the course of two issues. In Want to Sell More this first installment, Ralph talks about Cars More Efficiently? adapting to market trends and competing with Ask Gilbert: Getting the imports. Buy-In from the GM What Drives “Dealer Dealix Dealer Newsletter (DDN): Thanks Satisfaction”? for taking the time to share some of your experience in online auto sales with our The Annual “Bad readers, Ralph. According to a recent survey by Cobalt and RL Polk, 56% of new Leads” List car leads wound up as sales; but only 8% of these sales took place at the Metro Areas with the dealership where the lead was first submitted. On top of this, 34% of these Fastest Close Times buyers wound up with a different model - and frequently a used car. In your of Q3 2006 opinion, why is this happening? What can dealers do to make that original sale? Internet Training and Industry Reminders Ralph Paglia (RP): At Courtesy Chevrolet, we handle over 5,000 leads per month, and we get those leads from a wide variety of resources - so we are Previously in the uniquely positioned to spot trends in the nature of these leads. What we’ve seen Dealix Dealer is an evolving landscape of lead generating business models and strategies that Newsletter have contributed to the “Fickle Prospect” syndrome. View a Movie to See How Dealix Can Help My explanation of why so many leads wind up elsewhere is simple. Over the past You Sell More Cars 10 years, shopping online for a car has become mainstream, and so many customers are submitting multiple leads to multiple dealers simply because it’s so SUBSCRIBE easy to do. If a single customer submits five leads to five different dealers representing five different brands, then 80% of those dealerships will experience a perceived failure to close the sale. However, we still need to keep in mind that with Internet leads, the cost per sale is generally lower than with traditional advertising. Where before, we could assume that car buyers were viewing many different ads and different brands in newspaper ads, with Internet leads – we can actually measure that behavior. Consumers love choice. On the other hand, seeing new car leads ending up as used car sales is nothing new. It’s just that the explosion of Internet leads is making it much more visible. Those of us who grew up selling cars have long known the value of switching a new car buyer to a used car. “Switch to get rich!” we used to say - referring to http://news.dealix.com/e_article000706890.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 3) [1/11/2007 9:34:13 AM]
  10. 10. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet Subscribe to the Dealix the greater gross potential on the sale of used vehicles. Dealer Newsletter. Enter your email Now let’s look at the question of lead defection to competing products. The address in the box number of cars sold each year in the US has been holding steady at around 17 below and we'll add you to the list: million. With lead volume increasing at the same time, it’s inevitable that the rate at which dealers lose leads to other brands will increase. Don’t think my point is that dealers should be comfortable with high loss rates. But you have to look at the causes behind these rates and figure out where you Add Remove can have an impact. For example, at Courtesy Chevrolet we’ve recently modified Submit our lead management processes to acknowledge the reality that most leads wind up buying a different car from the one they initially said they wanted. We’re now following up with a second round of price quotes for certified pre-owned vehicles - quotes selected based on the lead’s original inquiry and any information collected by the Internet sales specialist. DDN: Given the huge array of choices buyers are presented with online, it’s easy to understand a certain amount of fickleness. But one thing we’ve learned in our research is that a dealer’s ability to connect with online buyers exerts a powerful influence over where and what they wind up buying. As a very successful dealer, you’ve no doubt developed some really effective ways to make this connection. This is probably all the more true, since you’re doing very well selling a domestic brand at a time when domestics are a tougher sell. What advice would you give to domestic dealers who are struggling to improve their Internet business? RP: At the risk of giving away the secret sauce, I’ll tell you that one of the most effective ways for domestic dealers to increase sales is to aggressively pursue buyers who are considering Asian brands and competing domestic brands. We take great pride in convincing Toyota and Nissan buyers to consider a Chevy. We use search engine marketing to target customers shopping for competing brands. We bid for keywords related to these brands, and we place our ads on sites devoted to these brands. Targeted campaigns of this kind can push Corolla buyers to consider a Cobalt, Sequoia buyers to consider a Tahoe, and so on. Something else we do that makes an enormous difference is using a “triage” lead management process. Instead of making random or round-robin assignments, we assign leads to a specific Internet sales specialist based on the leads’ characteristics and that sales specialist’s historical strengths. Then we have a customer service representative in our BDC contact every unsold lead 72 hours after it comes in, in an attempt to get the customer to visit the dealership. Then, a third person follows up three days later, if there is still no appointment registered in our CRM system. Multiple interactions early in the process ensure that we win our fair share of deals with buyers who are deeper in the sales funnel. Involving additional people in those interactions serves as a safety net that keeps leads from slipping through the cracks. Dealers have to stay focused on a basic fact that’s part of everything we do at Courtesy Chevrolet: anytime you can replace randomness with a process that’s geared to a desired outcome, you have a greater opportunity to optimize sales results. We’ll continue our conversation with Ralph Paglia next month. http://news.dealix.com/e_article000706890.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 3) [1/11/2007 9:34:13 AM]
  11. 11. Effective Online Automotive Sales: Interview with Ralph Paglia of Courtesy Chevrolet [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000706890.cfm?x=b8ylmVJ,b4bG84ht,w (3 of 3) [1/11/2007 9:34:13 AM]
  12. 12. Effective Online Automotive Sales: Third Party Auto Sites: the Trusted Source for Online Car Buyers December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Third Party Auto Sites: the Trusted Source for Online Car CONTENTS Buyers Interview with KBB’s Manager of Automotive Partners Sherrell Kovach Interview with Ralph Paglia of Courtesy Chevrolet There’s no doubt about it: with the Internet, today’s car buyers Third Party Auto have a wealth of options at their finger tips. OEM websites, Sites: the Trusted dealership sites, and independent, third party auto sites all Source for Online Car promise the quintessential “user experience” to entice car buyers Buyers into their worlds. While having your own website has become a Want to Sell More necessity for today’s dealerships, and no one is going to say no Cars More Efficiently? to subsidized leads from their OEM, the best third party auto Ask Gilbert: Getting sites continue to win the hearts of consumers as a “trusted Buy-In from the GM source” for information - and a great source of leads for dealers. What Drives “Dealer Satisfaction”? We spoke with Kelley Blue Book’s manager of automotive partners, Sherrell Kovach, who talked about why this is, and how The Annual “Bad Leads” List premium third party auto sites continue to be on the cutting Metro Areas with the edge when it comes to consumer experience and lead Fastest Close Times generation. of Q3 2006 Internet Training and Dealix Dealer Newsletter (DDN): Thanks for taking the time Industry Reminders to share your perspective on why third party auto sites are so Previously in the important for dealers, Sherrell. Why do you think consumers Dealix Dealer choose third party auto sites, and do you see their role changing Newsletter in the coming years, as dealerships continue to improve their View a Movie to See How Dealix Can Help own websites? You Sell More Cars Sherrell Kovach (SK): Third party auto sites allow the SUBSCRIBE consumer to receive unbiased information and education, not only about the car they are interested in, but others that may compare. Furthermore, a consumer is given the opportunity to choose a myriad of dealers either by name, distance, etc. to accommodate their needs. While this may bother dealers at first, the fact is that consumers love choice - just like they like to shop at auto rows or auto malls. And, choice attracts more car buyers. KBB averages 10-13 million unique visitors per month who are browsing new and used car value information – this is something http://news.dealix.com/e_article000707708.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 4) [1/11/2007 9:34:15 AM]
  13. 13. Effective Online Automotive Sales: Third Party Auto Sites: the Trusted Source for Online Car Buyers Subscribe to the Dealix dealers want to tap into. Dealer Newsletter. Enter your email address in the box In order to keep car buyers coming back, third party sites need below and we'll add you to the list: to provide a superior consumer experience. For instance, we ensure that what consumers get is: 1 – intelligent and data- driven, with a fresh intuitive interface focused on usability, easy navigation, dynamic content, and the latest interactive Web Add Remove applications. These include virtual showrooms, product specs, Submit side-by-side comparisons, and third-party reviews. And, 2, we have a customer-centric focus. Effective Internet strategies that identify and convert consumers are not enough. This must be supported by a comprehensive approach to service the buyer throughout the customer life-cycle. Continually providing new products and services and acting as a resource helps to nourish the relationship, which ultimately keeps consumers coming back, and increases the performance of the site and brand. The other thing consumers like about third party sites is that they don’t feel a heavy pressure to buy, just the satisfaction in knowing that they, the consumer, have been helped through phase 1 of the car-buying experience and with any luck, phase 2 will go as smoothly. And, because of this no hassle experience, sooner rather than later, they’ll find themselves driving home in their brand new car. More and more dealers will unavoidably shift to the Internet because of the efficiencies it provides, and because this is where the customers are. They need state-of-the art websites, and they also need leads from third party sites. DDN: How are third party auto sites, like KBB, able to generate such high quality, ready-to-buy leads? SK: In order to create a strong lead, it’s imperative to, not only be recognized as the “trusted resource,” but to create a feeling of comfort to the consumer, so there is no hesitation when they’re asked to provide their personal information. As well, you need to empower the consumer to do their own research and further define their own wants. Once a lead is submitted, it is imperative for both the third party site and the lead provider to “scrub” that lead – ensuring the information is genuine and accurate, and, most importantly, delivered to those dealers who are ready and willing to assist the consumer to their fullest http://news.dealix.com/e_article000707708.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 4) [1/11/2007 9:34:15 AM]
  14. 14. Effective Online Automotive Sales: Third Party Auto Sites: the Trusted Source for Online Car Buyers capabilities. DDN: From the vantage point of KBB, what constitute a strong lead? SK: A strong lead, or a high quality lead, is submitted by an active in-shopper buyer. The shopper has made it far enough through the funnel to know what they want and where they are willing to go to buy it. The more specific a lead is, the higher the probability that it will close. But it’s up to the dealer to meet the challenge of satisfying their new customer and turning a great lead into a sale. DDN: How does a third party site like KBB measure its effectiveness? SK: There are a variety of ways to measure effectiveness and whether we’re meeting consumers’ needs. Surveys are the most common these days; and there is also consumer satisfaction indices, such a CSI scores, partner testing, and shared information with others in the industry. For example, we get feedback from Dealix that your dealers are closing their KBB leads. Plus, on an individual basis, through visitor feedback and simple word of mouth, we know we’re doing a good job. DDN: Dealers today know that Internet customers are better informed. Is this a blessing or a curse? SK: Oddly enough, I find these days that many consumers try to stump the sales person. I’m not quite sure if this is a negotiation tactic, but nonetheless, with the amount of information available on the Internet, it happens. So, it’s imperative for dealers to know all the “ins and outs” of the cars they sell. The dealerships I see flourish typically hold “walk-around” contests with their sales people every month so they’re fully prepared for the educated consumer. So, an informed customer can be a headache for a dealer who is unprepared; or, they can represent an easier sale to a dealer who is prepared, because they already know what they want. http://news.dealix.com/e_article000707708.cfm?x=b8ylmVJ,b4bG84ht,w (3 of 4) [1/11/2007 9:34:15 AM]
  15. 15. Effective Online Automotive Sales: Third Party Auto Sites: the Trusted Source for Online Car Buyers DDN: How does KBB describe its overall purpose? You serve dealers, you serve car buyers, and you provide pricing information. How do you sum up your mission? SK: Kelley Blue Book has been, is, and will continue to be the facilitator of the transaction. It only strengthens our brand and culture to understand all aspects of the industry, by working hand-in-hand with everyone from the OEMs, to dealers, to third party providers like Dealix. In the end, you have cars and dealers, and we have buyers. But first and foremost, we’re focused on benefiting the consumer. While revenue is vital, the consumer experience is essential. Our data, products, and services are received by an audience who trust the information via the source from which they are receiving it; not only as an educational tool, but as a purchasing tool. This is why Kelley Blue Book is the trusted resource. All said and done, it’s imperative to recognize and appreciate that the consumer is the backbone of all industries, and the automotive industry is no different. To confirm that a consumer has been well informed, been given the proper data, and has received a superior customer experience will not only lead to a smile, but that smile will undoubtedly lead to word-of-mouth endorsements - which is good-as-gold advertising to be passed on for years to come. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000707708.cfm?x=b8ylmVJ,b4bG84ht,w (4 of 4) [1/11/2007 9:34:15 AM]
  16. 16. Effective Online Automotive Sales: Want to Sell More Cars More Efficiently? December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Want to Sell More Cars More Efficiently? CONTENTS Check Out this Movie to See How You Can Interview with Ralph What’s the remedy for the sales Paglia of Courtesy challenges that dealers are facing Chevrolet today? Connecting with as many car Third Party Auto Sites: the Trusted buyers on the Internet as possible. Source for Online Car Dealix helps you do this by bringing Buyers you the Highest Quality Leads in the Want to Sell More industry, Superior Service, and Cars More Efficiently? Dealer Control FeaturesSM. Now we Ask Gilbert: Getting have even more great ways to help Buy-In from the GM you sell more vehicles more What Drives “Dealer efficiently. Click here to see a short Satisfaction”? movie on Dealix's award-winning The Annual “Bad Leads” List New Car Leads Program, and learn Metro Areas with the more about the provider that dealers Fastest Close Times rated Highest in Overall Dealer of Q3 2006 Satisfaction in the 2006 J.D. Power and Associates Dealer Internet Training and Satisfaction with Online Buying Services StudySM. View the Industry Reminders Flash movie. Previously in the Dealix Dealer [PRINTER FRIENDLY VERSION] Newsletter View a Movie to See How Dealix Can Help You Sell More Cars SUBSCRIBE http://news.dealix.com/e_article000706297.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:18 AM]
  17. 17. Effective Online Automotive Sales: Want to Sell More Cars More Efficiently? 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 Dealer Copyright © 2006 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_article000706297.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:18 AM]
  18. 18. Effective Online Automotive Sales: Ask Gilbert: Getting Buy-In from the GM December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Ask Gilbert: Getting Buy-In from the GM CONTENTS How to Save Your Internet Leads & Your Department Interview with Ralph Gilbert Chavez is Internet director for Paglia of Courtesy the Phil Long dealerships of Colorado, Chevrolet the largest privately-owned dealer Third Party Auto Sites: the Trusted group in that state. Many dealers Source for Online Car turn to Gilbert for advice about their Buyers dealerships and how to be successful Want to Sell More with Internet sales, and he frequently Cars More Efficiently? shares his responses with the Dealix Ask Gilbert: Getting Dealer Newsletter. Here’s the latest: Buy-In from the GM What Drives “Dealer Satisfaction”? Dear Gilbert, The Annual “Bad Leads” List I have been working in our Internet sales department for two Metro Areas with the Fastest Close Times years, and have been director for six months. There was of Q3 2006 a revolving door of directors for quite some time. I was the top Internet Training and Internet sales rep for over a year, and they convinced me to Industry Reminders take the helm - after I turned them down a couple of times. To Previously in the be honest, I was reluctant at first because there is a hell of a lot Dealix Dealer of work to do, there was high turnover, and I was concerned Newsletter about the level of support for what we wanted to do View a Movie to See from management. How Dealix Can Help You Sell More Cars Now, I have two other Internet reps in my department. Our SUBSCRIBE numbers have been respectable since I took over. The problem is - our owner, who is also the GM, has ordered me to cancel all my third party leads. Our return on these leads has been good. My total cost was $500 for one lead source, and we averaged $2,500 gross. I do better with the leads from my dealership's website and our factory leads, but I’ve found that having a varied diet of as many good leads as we can get is the key to more sales. But, our store sales across the board have been down for both new and used. However, my GM has not slowed down his print, radio, or TV spend. He goes way back with his http://news.dealix.com/e_article000706574.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 3) [1/11/2007 9:34:22 AM]
  19. 19. Effective Online Automotive Sales: Ask Gilbert: Getting Buy-In from the GM Subscribe to the Dealix newspaper rep, and, really, I think he keeps these things more Dealer Newsletter. Enter your email out of fear and habit than anything. I seriously do not want to address in the box lay off my team. What can I do to save my department and below and we'll add you to the list: convince our GM that the Internet is the wrong place to cut our ad budget? Thanks, Add Remove Submit Down, But Not Out Dear Down, When times get tough, people tend to stick with methods they’re comfortable with. Your boss sounds a little like Charlie Brown’s friend Linus with his security blanket, or a dateless person at home alone on a Saturday night, eating a tub of ice cream. The blanket isn’t going to protect Linus, the ice cream won’t help a lonely person get a date (probably just the opposite), and traditional advertising isn’t going to fix your dealership’s slow sales. Your GM would resist cutting back under the best of circumstances. He’s going to resist even more in the current situation because traditional advertising is familiar and comforting. It’s the only way he knows to bring people into the showroom. You’re facing an uphill battle, my friend. You’re going to need a solid plan to win this fight and may have to pull a Beastie Boys: “You gotta fight for your right to party!” Before you begin, look at it from your GM’s perspective. Business is slow, and he has to cut costs somewhere. In his mind, the Internet is the easiest place to do it – it’s still seems new and experimental. Other managers may be pushing him to advertise more in their departments, and they may be pulling him away from the Internet to protect their own budgets. I have always said the greatest thing about Internet sales is that it's measurable - and the worst thing about Internet sales is that it's measurable. In other words, you can’t hide poor performance. On the other side of the coin, traditional media is often difficult, if not impossible, to measure the true ROI on. When you sit down with your boss, lay it all out in dollars and cents: what you’re paying for leads, and what this outlay is http://news.dealix.com/e_article000706574.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 3) [1/11/2007 9:34:22 AM]
  20. 20. Effective Online Automotive Sales: Ask Gilbert: Getting Buy-In from the GM bringing in. Remind him that this is incremental business - business your dealership wouldn’t otherwise get – and might lose to competitors who are being more progressive. Show him that you can look at your budget with a cold eye: compare the ROI you’re getting from different providers and offer to ax any that consistently don’t cut the mustard - just like Britney cut off K- Fed! And don’t stop at past performance. Ask him for 90 days to prove that your team’s sales process works so well that third party leads are a no-brainer. Get that commitment and then really crank it. If there are any kinks in the process, this is the time to iron them out. Your team should be especially cooperative, given that the department’s existence may be on the line. Car guys might not like to admit it, but we like being “closed.” Your GM is a salesperson at heart, and he’ll appreciate the effort you put into closing him. So, find your common ground, present the features and benefits, build value, and go for the close! Remember, most sales are won or lost in the first five minutes, so make it good right from Jump Street! Good luck and good selling, Gilbert [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000706574.cfm?x=b8ylmVJ,b4bG84ht,w (3 of 3) [1/11/2007 9:34:22 AM]
  21. 21. Effective Online Automotive Sales: What Drives “Dealer Satisfaction”? December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME What Drives “Dealer Satisfaction”? CONTENTS Interview with J.D. Power's Senior Analyst Min Cho Interview with Ralph In September, J.D. Power and Paglia of Courtesy Associates (JDPA) announced Chevrolet the results of its 2006 Dealer Third Party Auto Satisfaction with Online Buying Sites: the Trusted Services StudySM, and in the Source for Online Car October issue of the Dealix Buyers Dealer Newsletter, we spoke with former JDPA senior Want to Sell More director Dennis Galbraith and Cars More Efficiently? senior analyst Min Cho to learn Ask Gilbert: Getting more about the study's Buy-In from the GM findings. This month, we What Drives “Dealer continued the conversation Satisfaction”? with Min Cho to gain a better understanding of the factors The Annual “Bad that make up “dealer Leads” List satisfaction.” Metro Areas with the Fastest Close Times Dealix Dealer Newsletter of Q3 2006 (DDN): Thanks, Min, for Internet Training and taking the time to speak with Industry Reminders us. To get us started, can you remind our readers of the main Previously in the areas of dealer satisfaction Dealix Dealer that were explored by the survey? How did you determine the relative Newsletter importance of these areas? View a Movie to See How Dealix Can Help Min Cho (MC): The survey measured dealer satisfaction in four key areas: You Sell More Cars Business Generation, Dealer Support and Service, Lead Transmission, and Fees. Each of these, in turn, was broken down into other components. None was SUBSCRIBE assigned any particular level of importance in advance; rather, we used a statistical technique called regression analysis to calculate how important each was based on the extent to which it predicted dealers’ assessment of their overall satisfaction. This technique makes it possible to determine the proper weight to assign each factor, with a very high degree of accuracy. So, dealers were able to let us know what matters most to them. DDN: Business Generation was far and away the most important factor, accounting for 53% of overall satisfaction. According to the survey, what were the factors comprising Business Generation? MC: Lead quality and lead quantity accounted for 30% and 28%, respectively, in http://news.dealix.com/e_article000707370.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:24 AM]
  22. 22. Effective Online Automotive Sales: What Drives “Dealer Satisfaction”? Subscribe to the Dealix this particular area. The fact that online leads represent incremental business Dealer Newsletter. was a close third, with 26%. Gross profit margin accounted for the final 15%. Enter your email address in the box DDN: The lesson, then, would seem to be that giving dealers as many quality below and we'll add you to the list: leads as they want goes a long ways towards helping them be successful. But I see Dealer Service and Support was also important. What are the key factors here? MC: 22% of overall dealer satisfaction derived from satisfaction with service and Add Remove support. In other words, the inherent strength of the service isn’t enough to Submit make dealers happy; they need technical support (40%), regular contact (32%), and training (28%) to use the service effectively and be able to perceive its true value. DDN: Lead Transmission was the third-most-important factor, but this and Fees were much less important to dealers. How would you explain this? MC: Yes, Lead Transmission and Fees came in third and fourth, respectively, accounting for 13% and 12% of dealer satisfaction. As a category, Lead Transmission was comprised of two more specific factors: speed of transmission, which represented 66% of dealer satisfaction in this area, and amount of information transmitted, which represented 34%. One way to think about this is in the context of the high importance dealers assigned to lead quality, in the Business Generation category. It makes sense that lead freshness and the amount of information leads include are two different forms of lead quality, and that both contribute to business generation. But perhaps dealers are more tuned in to the general concept of lead quality, and less to the specific attributes that comprise it. DDN: What can we conclude about fees? Are they as unimportant as the study suggests? MC: Fees accounted for 12% of overall dealer satisfaction. That’s not insignificant, but you’re correct - it’s not a huge consideration, either. One possibility is that fees take on more importance in specific situations, such as when dealers are struggling to capitalize on their third-party leads. Otherwise, if dealers get their leads at a competitive price and enjoy an ROI in line with expectations, they’re less inclined to view fees as critical to their satisfaction. At the end of the day, what matters to dealers are sales and a solid return on their marketing investment. It’s their expectation that their online buying services will help them achieve those ends. [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000707370.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:24 AM]
  23. 23. Effective Online Automotive Sales: The Annual “Bad Leads” List December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME The Annual “Bad Leads” List CONTENTS Even with State-of-the-Art Scrubbing, the Jokers Keep Coming Interview with Ralph Paglia of Courtesy Chevrolet Since we first published our list of "bad lead names" in the Dealix Third Party Auto Sites: the Trusted Dealer Newsletter back in November Source for Online Car 2001, Dealix’s lead scrubbing Buyers technology has become more Want to Sell More efficient, so our real people quality Cars More Efficiently? team rarely has to deal "up-front and Ask Gilbert: Getting personal" with questionable leads Buy-In from the GM that come through our system. Yet, What Drives “Dealer in keeping with tradition, our Dealix Satisfaction”? sales reps, and even some of our The Annual “Bad Leads” List dealers, continue to send us bad lead names, or "leads that lead no Metro Areas with the Fastest Close Times where," throughout the year. So, of Q3 2006 without further ado, here's the 2006 Internet Training and list of really bad leads - and no Industry Reminders doubt, they're all in the market for a Previously in the Dodge Viper. Dealix Dealer Newsletter Al Bino View a Movie to See Angie O'Plasty How Dealix Can Help You Sell More Cars Anne Teak Aziz Nowarranty SUBSCRIBE Barb Dwyer Borden Drousy Bjorn Liar Brighton Early Colin Response Constance Noring Dan Saul Knight Harry Mouval Iona Ford http://news.dealix.com/e_article000706759.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 3) [1/11/2007 9:34:27 AM]
  24. 24. Effective Online Automotive Sales: The Annual “Bad Leads” List Subscribe to the Dealix Isabelle Ringing Dealer Newsletter. Enter your email Jim Shortz address in the box Joaquin Closet below and we'll add you to the list: Joe King Joy Rider Lisa Carr Lynn O. Liam Add Remove Marsha Mellow Submit Maude L.T. Ford Mike Easter Minnie Van Driver Neera Nuff Ophelia Payne Olive Yew P. Brain Phil R. Upp Rick Shaw Shanda Lear Sue Flay Tristan Schaut Vishnu Verhere Yvonne Apeesamey Happy Holidays to you, from all of us at Dealix and The Cobalt Group. Annual Bad Leads Lists, a Retrospective: 2005 2004 2003 2002 [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000706759.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 3) [1/11/2007 9:34:27 AM]
  25. 25. Effective Online Automotive Sales: The Annual “Bad Leads” List http://news.dealix.com/e_article000706759.cfm?x=b8ylmVJ,b4bG84ht,w (3 of 3) [1/11/2007 9:34:27 AM]
  26. 26. Effective Online Automotive Sales: Metro Areas with the Fastest Close Times of Q3 2006 December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Metro Areas with the Fastest Close Times of Q3 2006 CONTENTS Top Dealers Beating the Average by Weeks Interview with Ralph What are they putting in the water in these ten metro areas? Two weeks or less - that’s Paglia of Courtesy how quickly dealers in these areas, on average, are closing their Internet leads. No Chevrolet doubt, it’s the result of a combination of factors - including quality leads, highly skilled Third Party Auto salespeople, and finely-tuned sales processes. It’s even more impressive when we Sites: the Trusted consider an industry-wide stat: of 1.1 million leads studied, 42% closed within 30 days Source for Online and 68% closed within 90 days.[1] These dealers are lopping weeks, if not months, off Car Buyers that figure. Want to Sell More Cars More The advantage dealers in these areas are reaping by closing sales fast is a big one. Efficiently? Studies show that closing quickly is a critical part of preventing brand, and dealership, defection. Time keeps on slipping, slipping, slipping, you know - and so do customers. Ask Gilbert: Getting Buy-In from the GM What Drives “Dealer Metro Areas with the Fastest Closing Times Satisfaction”? Average Closing The Annual “Bad Q3 Rank Metro Area Times in Days Leads” List 1 Washington, DC - Baltimore, MD 12 2 San Francisco – Oakland - San Jose, CA 12 Metro Areas with the Fastest Close Times 3 Los Angeles – Riverside - Orange County, CA 13 of Q3 2006 4 Chicago, IL - Gary, IN - Kenosha, WI 13 5 Boston-Worcester, MA - Lawrence, NH 13 Internet Training and Industry 6 Miami-Fort Lauderdale, FL 13 Reminders New York-Long Island, NY - Northern New 7 Jersey 14 Previously in the Philadelphia, PA – Wilmington, DE -Atlantic Dealix Dealer 8 City, NJ 14 Newsletter 9 Houston-Galveston-Brazoria, TX 14 View a Movie to See 10 Dallas-Fort Worth, TX 14 How Dealix Can Help You Sell More Cars SUBSCRIBE The Metro Areas with the Fastest Closing Times Ranking is based on the average time it takes dealerships in the major metro areas of the U.S. to close their Dealix Internet sales leads. Results are derived from phone surveys of consumers who submitted leads during the third quarter of 2006. The closing time period begins on the day the dealer receives the lead and ends on the day the consumer says he or she bought the vehicle. The smallest sample size per metro area was 100 surveys. This study was conducted by Dealix Business IntelligenceSM. [1] 2006 Automotive Industry and Dealership e-Business Performance Study by The Cobalt Group with R.L. Polk. http://news.dealix.com/e_article000707339.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:28 AM]
  27. 27. Effective Online Automotive Sales: Metro Areas with the Fastest Close Times of Q3 2006 Subscribe to the [PRINTER FRIENDLY VERSION] 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 Dealer Copyright © 2006 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_article000707339.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:28 AM]
  28. 28. Effective Online Automotive Sales: Internet Training and Industry Reminders December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Internet Training and Industry Reminders CONTENTS Upcoming Workshops Interview with Ralph Paglia of Courtesy Chevrolet The Cobalt Group Presents the Breakfast of Champions Workshop Series Third Party Auto Sites: the Trusted Source for Online Car Buyers 2006 Seminars Want to Sell More December 12th Indianapolis, IN Indianapolis Marriott Downtown Cars More Efficiently? Ask Gilbert: Getting 2007 Seminars Buy-In from the GM What Drives “Dealer January 9th Phoenix, AZ Sheraton Cresent Hotel Satisfaction”? The Annual “Bad January 16th Miami, FL Embassy Suites Ft. Lauderdale Leads” List January 23rd Houston, TX TBD Metro Areas with the Fastest Close Times February 13th San Diego, CA TBD of Q3 2006 February 20th San Francisco, CA TBD Internet Training and Industry Reminders March 6th Seattle, WA TBD Previously in the March 13th Nashville, TN TBD Dealix Dealer March 20th Westchester, NY TBD Newsletter April 10th San Antonio, TX TBD View a Movie to See How Dealix Can Help April 17th Jacksonville, FL TBD You Sell More Cars May 8th Denver, CO TBD SUBSCRIBE May 15th Orlando, FL TBD May 22nd New Haven, CT TBD June 12th San Jose, CA TBD June 19th Portland, OR TBD July 10th Dallas, TX TBD July 17th Philadelphia, PA TBD July 24th St. Louis, MO TBD August 7th Los Angeles, CA TBD http://news.dealix.com/e_article000699551.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:32 AM]
  29. 29. Effective Online Automotive Sales: Internet Training and Industry Reminders Subscribe to the Dealix August 14th Detroit, MI TBD Dealer Newsletter. Enter your email August 21st Baltimore, MD TBD address in the box below and we'll add you to the list: Click Here to register for any of these sessions. Or, call (800) 557 -7915. Add Remove Submit [PRINTER FRIENDLY VERSION] Published by Dealix Corporation Click here to Tell a Friend about the Dealix Dealer Copyright © 2006 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_article000699551.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:32 AM]
  30. 30. Effective Online Automotive Sales: Previously in the Dealix Dealer Newsletter December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME Previously in the Dealix Dealer Newsletter CONTENTS November 2006 Interview with Ralph "Owner Marketing” via Email Marketing Paglia of Courtesy Chevrolet Bergstrom Automotive: United When It Comes to the Third Party Auto Sites: the Trusted Internet Source for Online Car Buyers Holding on to Slippery Leads Want to Sell More Cars More Efficiently? Fine-Tune Your Online Used Car Business: Generation Y Ask Gilbert: Getting Buy-In from the GM Vehicles Generating the Most Leads in Q3 2006 What Drives “Dealer Satisfaction”? The Annual “Bad October 2006 Leads” List Metro Areas with the Anderson Auto Group: High Sales in Rural Markets Fastest Close Times of Q3 2006 Internet Training and 2006 J.D. Power and Associates Dealer Satisfaction with Industry Reminders Online Buying Services StudySM Previously in the Dealix Dealer 10 Best Practices for Responding to Phone Leads Newsletter View a Movie to See Email or Phone? Don’t Let the Customer Decide How Dealix Can Help You Sell More Cars Stop Internet Leads from Slipping Away SUBSCRIBE The Value of Trade-Ins Dealers, Factories Spending Less on Print Ads, More Online Make the Customer Come to You Top Internet Teams of Q3 2006 http://news.dealix.com/e_article000699550.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:35 AM]
  31. 31. Effective Online Automotive Sales: Previously in the Dealix Dealer Newsletter Subscribe to the Dealix [PRINTER FRIENDLY VERSION] 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 Dealer Copyright © 2006 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_article000699550.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:35 AM]
  32. 32. Effective Online Automotive Sales: View a Movie to See How Dealix Can Help You Sell More Cars December 2006 Effective Online Automotive Sales VOLUME 5 ISSUE 12 HOME View a Movie to See How Dealix Can Help You Sell More CONTENTS Cars Interview with Ralph Paglia of Courtesy Chevrolet Third Party Auto Sites: the Trusted Source for Online Car Buyers Want to Sell More Cars More Efficiently? Ask Gilbert: Getting Buy-In from the GM What Drives “Dealer Satisfaction”? The Annual “Bad Leads” List Metro Areas with the Fastest Close Times of Q3 2006 Internet Training and Industry Reminders Previously in the [PRINTER FRIENDLY VERSION] Dealix Dealer Newsletter View a Movie to See How Dealix Can Help You Sell More Cars SUBSCRIBE http://news.dealix.com/e_article000699549.cfm?x=b8ylmVJ,b4bG84ht,w (1 of 2) [1/11/2007 9:34:37 AM]
  33. 33. Effective Online Automotive Sales: View a Movie to See How Dealix Can Help You Sell More Cars 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 Dealer Copyright © 2006 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_article000699549.cfm?x=b8ylmVJ,b4bG84ht,w (2 of 2) [1/11/2007 9:34:37 AM]

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