The document promotes innovative marketing strategies for automotive dealerships, emphasizing personalized direct mail and e-commerce accountability to enhance sales. It discusses the need for modern management practices that foster improved customer relations and team dynamics instead of outdated methods. Furthermore, it highlights the Tonkin family's legacy in the automotive industry and their commitment to leveraging technology in dealership operations.

1. Check out the
latest podcast
featuring
JULY
Chuck Patton of
Traffic Builders at
2010
autosuccesspodcast.com

4. So you’re NOT a direct mail Dealership.
ARE YOU SURE?
That’s like saying
we’re just another
Automotive Direct
Marketing Firm.
Or, like saying
The Golden Gate Bridge
is just another bridge.
We use mail merge with variable data matching via
Laser Imaging and personalized embossed credit cards on
our mailers, at less cost than the same old “key-mailers”
you’ve seen in mailboxes for the last half-dozen years... Does
your current printer offer this? Packaging so unique that it
impresses you, imagine what your customers will think!

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approach creates results, accountability and control. Our proven successes include an
increase of e-commerce lead contacts from 14.5% to 89% – in just four short weeks!
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Ken
Susan Givens, Publisher Thomas Williams, VP & Creative Director Dave Davis, Editor & Creative Strategist Brian Ankney, Account Manager Susie Horne, Account Manager
John Warner, Sales-Improvement Strategist
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jwarner@autosuccessonline.com
feature solution
leadership solution
marketing solution
sales & training solution
MANAGE YOUR ONLINE MERCHANDISING, PART 1
CAN MODERN SOLUTIONS PROTECT AGAINST
LOOKING FOR NEW ADVERTISING IDEAS? IT’S
Three Communication Tactics to Increase Closing Percentages
An Interview With Rosner Toyota Scion’s Shawn Kloppman
DIRECT MAIL FROM THE DEALERSHIP’S
MAKING THE PHONE WORK FOR YOU
AUTOMOTIVE MARKETING STRATEGY
DON’T FORGET ONLINE REPUTATION
TIME TO RE-EXAMINE DIRECT MAIL
INVENTORY PROCESS: IN-HOUSE
ALGEBRA BOOKS AND CRAYONS
MID-YEAR EVALUATION OF YOUR
THE DEATH OF THE TRADITIONAL
The Trouble With Your Lead Management Tool
A SALES STRATEGY TO ACHIEVE
MANAGEMENT FOR FIXED OPS
DO MEN AND WOMEN SPEAK
LEARNING THE LANGUAGE
OLD SCHOOL PRACTICES?
FISH WHERE THE FISH ARE
DIFFERENT LANGUAGES?
DEALERSHIP PART 1
SELF SUFFICIENCY
OR OUTSOURCE?
POINT OF VIEW:
,
An Interview With NancyTonkin
34
16
28
10
14
22
26
30
32
08
31
18
24
20
MattBaker
BillPhillips
SeanStapleton
An Interview With
ShawnKloppman
StephenCravens
RichardWinch
MarkTewart
ChuckPatton
PatriciaJ.Roberts
DougBurkert
TimJames
KirkManzo
DavidMoline
JimRadogna
pg 1
pg 6
pg 8
pg 3
pg2
pg1
July 2010
chuck patton patricia roberts shawn kloppman

8. MarkTewart leadership solution
PART 1
THE DEATH OF THE
TRADITIONAL DEALERSHIP
The traditional dealership is dead, but some Solution: Manager/Coach/Team Leader is never done this before, you will probably
have not had their funeral yet. It seems as actively involved in the sales process from not do this in the future. Don’t kid yourself.
though as much as some things change in the the greeting of the customer. The new focus Running a help-wanted ad in the newspaper,
auto industry, as many things stay the same. is to open the relationship so the sale can be interviewing candidates without a pre-
Every week our trainers observe things in closed. The days of sitting behind a desk and thought out plan for recruiting, interviewing,
dealerships that look and feel like holdovers screaming at salespeople to bring a deal are testing, screening, training and ongoing
from the 1960s. dead. Managers will be hybrid sales coaches, development is not trying to develop a staff
assistants and information providers that of professional salespeople.
Let’s take a look at some things still involve the sales process, deal process and
commonly observed in dealerships that are F&I assistance. No longer will the manager Solution: The solution for many is
outdated and should be changed. be expected to save a lost deal, but will be something most do not want to hear. For most
involved throughout the process with the dealerships, you will never put the amount of
1. Manager Towers emphasis on creating, not on saving. You time, money and energy to set up a high-level
High towers built for managers where manage things; you lead people. approach to getting and keeping great people.
salespeople go to get their proposal figures. It’s just a fact. The solution is to create a
The common reason for these towers is 4. Seat of the Pants Used Car process that involves heavy involvement
to create a good observation point of the Inventory Management with team leaders, assistants and technology
inventory for managers. What these towers The days of the guru used car manager — that narrows the scope of your sales staff.
signify is demeaning to salespeople and who knows all the hot cars, market figures Most dealerships are hiring average to
adversarial to customers. These towers create for every car on the market, what the correct below-average people and expecting them to
a manager haven for never moving, as well appraisal is on every trade, what every other do a myriad of things they are not only not
as an air of supremacy. dealership is doing and managing the used doing, but not capable of doing. Worse yet,
inventory strictly by feel — is dead. The truth the managers are not showing these people
Solution: Tear down the towers. Look is that person never really existed. It was a or inspecting the process to make sure it
around your dealership and ask yourself the myth and a fairy tale. Nobody — and I mean happens. If you are honest with yourself and
following question: “What do I see that looks nobody — is that good at what they do. this description fits your dealership, then you
like it’s from the 60s?” Please tear it down. must try something different. The long-term
Solution: If you do not have a used health of your customer base and dealership
2. The Big Green Sharpie inventory philosophy, system and technology depends on this.
Deal Proposals to assist you, you will forever be making
These proposals scream of adversarial “you mistakes that are, in today’s market, I invite you to take a moment today and
vs. me” negotiations. The figures seem less unforgiving. You must use your knowledge before you get busy with the everyday tasks
real and more of just a thought. combined with inventory technology and to take a strong look at your dealership
up-to-date market data to be relevant in the and what is being accomplished or not. Be
Solution: Use printed or screen proposals market. The shocking truth is that the 90-, honest. Are you fighting a battle you have
with full disclosure. 60-, 45- or whatever-day turn systems used never won? Do your salespeople, managers,
strictly by themselves are also outdated processes and dealership reek of the 60s and
3. Manager TOs at the End of a models that not only do not work, they create 70s? It may just be time for a funeral.
Sales Attempt problems. Your goals are high sales, profit,
For those of you who may be new to the ROI and yield — not just turns (more on that
auto business, a “TO” means a “turnover.” subject in future articles).
Old-school selling means the salesperson
turns over the customer to a manager when 5. A Staff Full of Professional, Mark Tewart is the president of Tewart
he/she cannot close a deal. Often, the new “Do it All” Salespeople Enterprises, and the author of the best
seller, How To Be A Sales Superstar. He can
salesperson is berated for not turning the This one can actually still be accomplished,
be contacted at 866.429.6844, or by e-mail
customer to the manager. The reason is the but very, very few dealers actually do the at mtewart@autosuccessonline.com.
new salesperson feels as uncomfortable as things to recruit, hire and train the right
the customer with this process. people to make this happen. If you have
08 autosuccessonline.com

10. SeanStapleton marketing solution
PART 1
MANAGE YOUR ONLINE
MERCHANDISING
Online merchandising means merchandising • 57 percent of users on a Web site are 2. Ease of Use: One of the Easiest
the right items, at the right time, to the right highly likely to use the search tool Things to do is Make Sure Your Online
people and determining the best products and • Shoppers abandon retail sites within Experience is Easy for the Consumer
services in your inventory to promote to your seconds of not finding a product to Use
prospects and current customers. • More than 85 percent of automotive Many times it’s just simple merchandising
shoppers use the Internet to help influence tactics that can help you make the sale.
Simply put, your goal is to increase click, hits, their decision. Remember the fewer clicks, the better.
views and sales by prominently displaying,
in an appealing manner, the items customers Today, we know that effective online 3. Display With Appeal
are most likely to want in as few of clicks as merchandising leads to more people finding Take control of your inventory
possible. what they’re looking for and, therefore, higher merchandizing. Do you have the best possible
conversion rates. Increasingly, however, photos? Are they fresh, or are they a week
Now all you have to do is get them to your online merchants are realizing it takes expert old? Do they still show the car in four inches
sites. merchandising strategies and regular updates of snow in May? Do you have 20+ photos
of those strategies to keep shoppers engaged, of each unit? Are you taking and using high-
With millions of cars and trucks online and and not only achieve higher conversion rates resolutions photos? Can you zoom in on your
thousands of dealerships selling products as a result, but to keep them coming back for high-definition photos to see more detail?
online it takes more than nice Web site design more. Are you posting videos? Do you have the
to be competitive and profitable. One of the best possible comments that are more than
greatest ways to create a relevant, engaging Here are some best practices for online just the basics? Let me ask you this way:
shopping experience is through an effective merchandizing that have helped dealers Do your comments make the unit stand out?
online merchandising strategy. increase customer traffic and conversions. Does it include your branding “Home of the
Free Car Wash” or “Home of the Free Loaner
This is even more apparent when you 1. Be Found Early and Often: You Car,” etc.? Are you regularly changing your
consider a few key facts: Must Make the Golden Triangle comments, or do they stay the same until
The key location on the unit sells? How does your pricing look
Google for visibility online? Are you priced to get any action or
as determined by just priced? Have you incorporated the latest
the eye activity incentives on all of your units, including
in the study is a leases? Do you update your descriptions,
Tweet? triangle that extends pictures, features and links daily?
from the top of 4. What Does Your
Sweet!
the results over to Web Site Say About You?
the top of the first An online presence for your dealership
result, then down to is a must. It is a powerful marketing and
a point on the left communication tool, an incredible source
L
Loyalty Driver side at the bottom of of cost-efficiency leads and a sign of
the “above the fold” professionalism. Your clients or customers are
eNew letter Articles
wsl visible results. This building brand impressions from your Web
Now
No Appearing key area was looked sites and merchandising. When they get there,
at by 100 percent of will it support your brand image or sell you
on Twitter. the participants. In short? Just think about the number of prospects
the study, this was that are not converting because of your online
referred to as the merchandising, or lack of it. Are you taking
“Golden Triangle.” advantage of the latest technologies for online
Generally, this area merchandising? Can you view the picture in
appears to include
Just another way to spread top-sponsored, top-
a full-screen mode? Are you changing your
follow-up based on what they looked at or how
the good news. organic results and
Google’s alternative
often they have been back? Are you tracking
views, clicks and conversions? What does your
results, including Web site say about you?
shopping, news or
local suggestions. Next month, we’ll take a look at some more
Innovative Enewsletter Solutions When customers best practices that dealers have found helpful
loyaltydriver.com | 866-964-6397 can find what in increasing their bottom line that you can
they’re looking for put into effect in your dealership.
— especially with
heavily advertised Sean Stapleton is the executive vice
and time-sensitive president of VinSolutions. He can be
products — they contacted at 866.587.7629, or by e-mail at
buy. sstapleton@autosuccessonline.com.
10 autosuccessonline.com

12. The Ron Tonkin Auto Group is one of the most storied businesses in the
automotive industry. The dealer group’s namesake, Ron Tonkin was president
of NADA in 1989 and is a legend for his tireless and outspoken defense of
dealership rights. Following in the family tradition of leadership, Ed Tonkin,
currently serves as this year’s NADA president. Now, Nancy Tonkin, Ed’s
daughter, has joined the business to help drive the dealership’s e-commerce
operations. We sat down with Nancy Tonkin to ask her how they are
approaching today’s consumer.
AutoSuccess: The Tonkin name is quite well known in the industry.
You’ve just recently joined the organization. What do you think so far?
Nancy Tonkin: Of course the automotive business runs deep in our family,
so I grew up absorbing much from my dad and grandfather. Of course, now
that I’m working directly in the business, I realize that there is a lot involved
in making it work. I’ve been involved for about three years now and have
learned so much. It’s exciting learning all the aspects of our company and
I’m learning more and more every day.
AS: What types of things have you been doing over the last year?
NT: I’ve been learning each area of the dealership, and have attended the
NADA Dealer School. Dealer School really helped me learn all about the
car business, starting with the financial statement. My favorite aspect of the
business is working with customers, and making sure they have the best
car buying experience possible. I suppose I wouldn’t be a Tonkin if I didn’t
like that. My grandfather taught me that your month is built one car deal at
a time; that each opportunity to do business with a potential customer is
important. I think this type of ethic is one of the things that’s made our
company so successful.
AS: So what is your current role?
NT: I’m now in charge of driving our e-commerce and CRM
initiatives. This is a very exciting role for me because it’s always
evolving. I think being relatively new to the business gives me a fresh
perspective to using technology and digital marketing techniques
that maybe some of the old school guys are apprehensive about.
Fortunately, our organization has always been very forward
thinking when it comes to using the Internet and CRM to grow
and manage our business. We have a great technology partner,
DealerPeak, that we’ve been with for years. They help keep us on
the cutting edge of technology and help us sort through all the fluff
that’s out there.

13. AS: What type of solutions does your technology closing ratios and gross profits are both generally higher than our
partner provide you with? traditional deals.
NT: DealerPeak is our vendor for just about everything except our
DMS system. Their solution is unique in the industry because they AS: That’s surprising. Why do you think your closing
can provide so many things on one single platform. They provide ratios increase with online negotiation?
our Web sites, CRM, online negotiation, inventory, mobile sites, NT: To me, it makes perfect sense. The customers who engage in the
lead management and e-mail marketing; plus I can manage all of online negotiation process are usually farther down the buying funnel.
these applications for all of our 16 locations with just one login. I am They have usually landed on a specific vehicle and are now ready to
approached all the time with vendors who claim they can provide all discuss the specifics on payments, financing and what they can receive
of these things, but I’ve yet to see any solution that can provide one for their trade. They are amazed that they can get all this online. When
holistic system like they can. you are very transparent with the customer, they become engaged and
are much more likely to end up purchasing with us.
For instance, they’ve just created a feature that allows me to view
exactly what someone on our Web site is looking at and which pages AS: But how can you hold gross? Doesn’t this make it
they are on from within the CRM. By logging the Web-surfing activity easier for the customer to shop your competitors?
and making it available in the CRM, I can get tremendous insight NT: This is what many people in our organization were afraid of, but
into the customer’s thinking. As an example, let’s say that a salesman what we found was just the opposite. Again, by giving the customer
has been working with a lead and for some reason closed that lead. all the information they need to make a decision, we found they are
Well, we know that many times a salesperson might close a lead that less likely and less able to shop. I think this is probably because, in
shouldn’t be closed. Now let’s say that same customer comes back to order for the customer to shop it around with a competitor, they would
our Web site a day later and starts looking at more vehicles or maybe have to physically go down to the dealership. There aren’t many
they visit our finance application but don’t fill it out. I can see all this people, especially in my generation, that think this is a good time.
with our CRM. So as a manager, I know that this person might be Plus, by being up front and transparent, the customer has a positive
concerned about their ability to get financing, but they are still very experience from the start. That way when they do come to the store to
much an opportunity. At this point I would send the customer an e-mail take delivery of their vehicle, they aren’t exhausted and are much more
describing our many financing options and phone call. It’s like a “Save receptive to considering the F&I products that we offer.
a Deal” meeting using the customer’s Web site activity. I can even see
their past surfing activity prior to the customer submitting a lead. This AS: Does the online negotiation system
kind of stuff is very exciting. work with your CRM?
NT: Absolutely. Like I said, DealerPeak’s online negotiation system
AS: That’s sounds amazing. What other marketing provides one unified platform for the entire Tonkin organization, so
strategies do you guys use in this tough market? customers who call in or visit the showroom without purchasing can
NT: Something that has had a big impact on our sales is online easily be channeled into the online negotiation system. This is one
negotiation. We piloted this system with our technology partner last of the initiatives I’m working on now. We believe that using online
year. Essentially, it allows us to desk deals with our customers over negotiation tools will allow us to re-engage customers who have
the Internet and through our Web site. We have two Honda points not yet purchased. I’m also working with our advertising agency to
about six miles apart. We initially just put it into one of those stores. develop a marketing campaign that lets our market know that they can
Within 30 days, the number of leads we were getting from the site with have a hassle-free experience with our dealerships. After all, that is
online negotiation doubled with the same amount of traffic. We didn’t exactly what today’s modern consumer is looking for. As a dealership,
do anything as far as traditional marketing to promote it, either. Just if we do a good job at offering that, everyone wins.
by allowing our customers to negotiate the specific terms of the deal
online, we were able to double our conversion ratio.
AS: How has online negotiation been
working for you since then?
For more information about Nancy Tonkin, or the
NT: It was a real lifesaver last year. While most of our competitors’
Ron Tonkin Auto Group, visit www.tonkin.com.
Web traffic and leads were significantly down last year, we were able
to maintain — and even eek out a slight increase — in our Web leads For more information about online negotiations, contact
last year. I attribute this to online negotiation. Today we consistently Jock Schowalter at 866.885.9751, or by e-mail at
see hundreds of leads each month from online negotiation. Our jschowalter@autosuccessonline.com.

14. TimJames marketing solution
INVENTORY PROCESS:
IN-HOUSE OR OUTSOURCE?
I’m often asked about the benefits of Web site they visit. Your goal should be Create the ad as soon as possible!
bringing the inventory process “in-house” vs. to exceed the consumer’s expectation and 1. Your vehicle’s online ads can be seen by
“outsourcing,” which is really a “cart before make yourself stand out from the crowd. more people in one day than most of your
the horse” discussion. Before determining other advertisements are seen in a week (or
who should perform your inventory process, 3. Vehicle Description — The vehicle month). Every day a vehicle sits on your
you should determine what your inventory description is your opportunity to “sell the lot without an effective online ad costs you
process should accomplish. vehicle.” thousands of potential online shoppers and
• The content of your vehicle description can hot leads.
Because of the Internet, your inventory increase your SEO. 2. As previously established, the content of
process is more important to the success • Canned vehicle descriptions are dull, and your online ads can dramatically increase
of your dealership than it has ever been. shoppers will ultimately just stop reading SEO, further increasing the need for your
You spend more money now than ever to them. Your goal should be to create the inventory process to accommodate your
increase your points-of-presence (POP) on best vehicle description that you can; not online ads being created the same day a
the Internet. You’ve probably purchased a putting the least amount of effort into it vehicle hits your lot, or the day it comes
search engine optimized (SEO) Web site and that you can. out of detail at a minimum!
utilize sites such as Craigslist, AutoTrader. • What you say isn’t always as important as 3. Dealers from hundreds to thousands of
com, Oodle.com, etc. You are probably trying how you say it. Be creative and have fun. miles away are now prospecting your
to figure out how to maximize Facebook and Build value and inspire mental ownership. customers. Your inventory process must
other social media, too. Make no mistake, If you would highlight it on the lot, say it in facilitate a timely creation of the most
the people responsible for your inventory your online ad. robust, personalized and compelling ad
process are no longer just shooting photos and to win.
printing window stickers; they are creating 4. Price — You use “price” to drive traffic
what are potentially the most important ads from all of your other media ads, why not on Display the ad across the Internet as
that your dealership has today. the Internet? soon as possible!
• You use “was-is pricing,” “specials,” 1. Obviously, the number of people who
Establishing an inventory process that “demo pricing,” “manufacturer incentives” can potentially see your vehicle’s ad
maximizes your online advertising’s potential and multiple other price promotion depends how soon the ad is distributed
and provides the greatest ROI can be easily techniques to create urgency on the lot and displayed. The goal of your inventory
accomplished by following some simple rules: and throughout your other media; utilizing process should be to distribute and display
these same pricing techniques online can your ads the same day they are created.
Create the most informative and generate the same response. 2. You pay a lot of money to establish online
emotional ad that you can. • Be transparent. Inconsistent pricing can points of presence (POP) to display your
1. Video — Every vehicle needs a video. cause you to lose consumer confidence, vehicle ads across the Internet and create
• If named and referenced properly, a video and you may read about it (along with visibility 24 hours a day, seven days a
can dramatically increase SEO. thousands of potential consumers) on a week. Every day (every hour) that you
• A video is only as good as its content. social network or blog. have a vehicle ad created but not displayed
A video that “sells” a vehicle’s unique with your marketing partners is costing
features will create trust, reliability and 5. Engagement Tools — Provide tools you money!
urgency, dramatically increasing the that allow shoppers to contact you the way
emotional response to your ad and inspiring they want to contact you. Imagine if your dealership was around when
mental ownership. • The means by which people communicate one of the previous mass media channels
• Live video is king. Live walk-arounds are with each other has changed. When first emerged. Would you have adjusted your
incredibly engaging and humanize your wanting an immediate response, people business strategy to maximize its potential?
dealership in a sea of regional competition. now often prefer to send text and chat Your Internet ads could potentially be the
Again, the content of the video must “sell” messages. most important ads in the history of your
the vehicle the same way you would sell it • If your dealership offers consumers the dealership, so before we start pondering who
“on the lot.” ability to communicate with you the same should be responsible for creating the ads
way they prefer to communicate with one (in-house or outsourced) let’s first spend some
2. Photos — The number of photos that you another, they are more likely to do so while time discussing the impact of your ads and the
have is less important than having the right online and looking at your vehicle ads. importance of defining a process that creates
photos. highly emotional (and informative) ads for
• If named and referenced properly, photos 6. Window Stickers — In the old days, an
your inventory and then distributes (and
also increase SEO. inventory process evolved around creating displays) those ads as quickly as possible with
• To the consumer, every vehicle is different. content for a window sticker and then sending the day the vehicle is ready to sell on the lot
Photograph everything unique or different it (along with a few standard photos) to a as the goal.
about each vehicle. The easy rule to Web site provider as an online ad. Today,
follow is that if you would discuss it with your inventory process must evolve around Tim James is the director of sales with
HomeNet, Inc. He can be contacted at
a consumer “on the lot,” show photos of it creating the content for your online ads and 866.924.6573, or by e-mail at
online. then once you have the rich content necessary, tjames@autosuccessonline.com.
• Consumers get tired of seeing the same set push a button and extract some of that content
of vehicle photos for every vehicle on every to create your window stickers.
14 autosuccessonline.com

16. ChuckPatton leadership solution
MID-YEAR EVALUATION
OF YOUR AUTOMOTIVE
MARKETING STRATEGY
It’s time for a mid-year review. Remember convert each recall customer into a long- things because “this is where the market
the automotive service marketing objectives term fan. Have your service manager meet is going” or “your competitor is doing it.”
you put into place at the beginning of the every one of them — such as you might Be careful about experimentation. Conduct
year? How are they working for you? Are with the sale of a new car. Target them with some research and make sure that any
you on track to meeting your goals? Are you a segmented letter or make a phone call to technological expenditure fits within your
ahead or behind where you wanted to be? address the opportunity. Every dealership has budget and is a long-term solution, not a
warranty opportunities. short-term jump on the latest bandwagon.
Depending on the answers to these
questions, you may want to consider making Older Model Programs E-mail Marketing
adjustments to your marketing plan for the The units in operation most associated with Dealerships set high expectations for e-mail
second half of the year. As you take stock dealership loyalty (newer cars or cars under because they are sold on the concept that it
and plan your next six months, consider the warranty) have diminished significantly, can replace direct mail. E-mail marketing
following areas of opportunity upon which and it will be quite some time before service is cost efficient and a great way to directly
you can capitalize. opportunities are where they were several reach the small segment of your customers
years ago. Create a strategy to become the who actually respond to e-mail. However,
Retention new home for all older model vehicles. You our average client has e-mail addresses for
The retention measurement that makes the have master technicians who have been only about 21 percent of his or her customer
most sense is the one that measures the share with you longer than the age of some of base. If you use e-mail marketing, make
of your customers’ business within a year. those older vehicles! Who better to fix those sure you incorporate it with direct mail and
Start by separating your customers into the vehicles? Loyalty or older model programs other solutions. To maximize your e-mail
following categories: that can be quite profitable do exist. Make marketing efforts, create an e-mail collection
• Number of times your customers have sure your writers know how to sell the process. Ask your customers how they prefer
come in during the past 12 months program and be willing to give a standard to be contacted. That will give you a good
• Number of customers doing all their discount/benefit package. indication how to really reach your customers.
service with you
• Number of customers added in the last 12 Marketing Spend Your Time
months Separate your marketing investments into Being a Great Manager
what has produced a direct result versus what This is an old-school concept. Because most
What are you doing to retain your customers? has kept your name in the marketplace — and service managers are being pulled in so many
Are you providing the best service in the track the results for each category. This will different directions, they can’t do any one
market and going the extra mile to keep your allow you to look at what each investment thing well. This is an environment where
customers happy? Consider loyalty programs yields in order to determine whether or managers can stray from their core purpose
and perks to show your commitment to a not you’ve invested your marketing dollar of taking care of customers and managing
long-term relationship. wisely. If you haven’t already, plan through the shop. Be sure not to lose that perspective
the end of this year — and even include all when faced with additional expectations
Unique Opportunities of January 2011. Most people give up on the and responsibilities. Every purchase you
Warranty work affects us all, and Toyota last and first months of the year just because make and every partner you work with
corporate is learning all too well how much they didn’t have anything planned. These are should strengthen your position within the
cost is associated with it. For the dealer, wasted opportunities if you have not prepared dealership, not give you more work.
however, warranty work can be a gold mine. for them.
Some dealers are saying that close to 40
percent of recall customers were new to their Technology Assessment Chuck Patton is the founder and CEO of
dealerships. Recalls are a great opportunity Embrace the technology that comes your Traffic Builders, Inc. He can be contacted
to make an impression on customers who are way as long as it helps you manage your at 866.859.8520, or by e-mail at
not typically working with the dealership. customers and your employees better. Too patton@autosuccessonline.com.
Train your team to spend some time to many companies are telling clients to do
16 autosuccessonline.com

18. DougBurkert marketing solution
FISH WHERE
THE FISH ARE
In today’s economy, it is easy to try to cast partner should be able to help with this. represents an opportunity for continued
a wide net, hoping and praying to catch a exposure and each sponsorship represents a
buyer. While it is true that buyers come from Of course, displaying a prize is another way chance to adorn dealership walls with photos
all directions, each summer — and in warmer to gain positive exposure. Drive the prize and press clippings that build good will.
climates, every day of the year — prospects vehicle and position it by the contest hole.
gather in one place: the local golf course. Be sure to bring along literature describing Whether or not someone wins big,
the contest, the prize and, of course, the sponsoring charity and corporate events
Not only are these individuals prospects, dealership. Don’t forget business cards. delivers ongoing positive effect. Golfers who
they’re great ones. Whether they are taking take part are often community and corporate
part in a charity event or corporate outing, Often, dealership staff will play in leaders. As such, they have a broad sphere
golfers represent a highly coveted market tournaments to meet golfers. One dealer we of influence on other buyers — buyers with
segment. With average income north of work with sends a retired salesperson to help a similar demographic. Be certain they will
$100,000 and total net worth averaging more with registration and then staff the tee area spread the word about the event and your
than $500,000, golfers have money to spend. for the prize hole, where he points out to dealership’s involvement.
participants that their second best drive of the
Considering the average golfer is around 50 day might be when they drive the car home! Many dealers leverage their involvement in
years of age, they often have a new driver or Such personal engagement is an incredibly the showroom. Before and after an event,
two in the house. In addition, when they visit valuable way to generate greater interest in they display event signs and banners, leading
dealerships, they are less likely to haggle as the dealership, its products and its services. to year-round reinforcement of the positive
much on price, which makes for a better sale. community involvement and support.
Ongoing Opportunities
Sponsoring golf events delivers tremendous A key benefit of tournament prize Focus on Returns
opportunities to reach these potential buyers sponsorship is that the ability to drive sales Perhaps the best part of integrating such
and strengthen relationships with them. does not end when the event does. By sponsorships into a dealership marketing plan
Working with an insurer to offer prizes for arranging with event sponsors to get names is the relatively low cost involved — and the
hole-in-one contests, shootouts, putting or by engaging participants and gathering potential large return on investment. It is easy
contests and closest-to-the-pin competitions leads throughout the tournament, dealers to incorporate announcements about the event
can bolster dealership marketing efforts and have a collection of prospective buyers for and sponsorship into an ongoing ad budget.
lead to even greater success. potential follow-up. Some events provide On-site promotion is, at most, an incremental
participants goodie bags, which can include cost — production of some print material and
Engaged and Accessible dealership coupons or other materials. deployment of one or two staff members.
By sponsoring charity golf tournaments
and corporate golf outings, car dealers gain Of course, if someone does win big, the Because insurance is available to cover the
repeated exposure to potential buyers — resulting publicity and its value skyrocket. cost of prizes, the bang can be much larger
from pre-event publicity to opportunities Last year, for instance, a participant in an than the buck spent to generate it. It is
during the tournament itself to post-event insured event scored a hole-in-one after possible to reduce costs for this, as well, by
follow-up. It is important to maximize this; a string of rather disappointing — okay, insuring the value of a vehicle lease or down
work closely with event organizers to do so. embarrassing — performances on earlier payment, rather than an outright car or truck
holes. His success not only earned him giveaway. Again, working with an insurer
At the event itself, opportunities to engage a brand new $30,000 German import, with prize and promotion experience allows
these prospects intensify. Because they are it generated publicity throughout his such customization.
golfing, participants are relaxed. Moreover, community and beyond, leading to a wealth
because they are supporting a charity they of positive mentions for the sponsor. Regardless of the extent of involvement or
believe in or because they are being treated to sponsorship, taking part in such events can
golf at a corporate event, their frame of mind With more than 1,000 vehicles awarded to help dealers catch more buyers by fishing
is likely positive; this is an ideal situation for hole-in-one winners, we have seen similar where the fish are — on the golf course.
dealership interaction. situations play out around the world. Years
ago, we awarded a prize to someone who Doug Burkert is the president of the
It’s important to make good use of signage — made a hole in one on the first shot he ever National Hole-In-One Association. He can
at the registration area, throughout the course took at a golf course. We have had winners be contacted at 866.859.6407, or by e-mail
and at the post-event venue. A prize insurer as young as seven years old. Each winner at dburkert@autosuccessonline.com.
18 autosuccessonline.com

20. KirkManzo sales & training solution
A SALES STRATEGY TO
ACHIEVE SELF SUFFICIENCY
It has often been said that to be successful we who sell 300 to 400 units annually and even To be conservative, we will use five years for
must learn to master those things that we can one that sells 800 to 900, this is not the norm. our conversation.
control. As a sales professional, what can you So what common trait do these top producers
control? have that makes this possible? There are If the average customer replaces their vehicle
many elements that contribute to these every five years and an average sales person
The dealership’s inventory? The superior results. Certainly one common thread sells 100 units, then how many customers
manufacturer’s incentives? The dealership’s is they don’t just catch ups on the lot; they would you need to become self sufficient?
advertising? Your manager’s mood? Your work their customer base. That’s right, 500! It would take about five
competition’s offers? Product pricing? Your years to become self sufficient. Now ask
attitude? Your sales skills? Your product So the question might be, how many yourself how many cars are in your household?
knowledge? The number of sales customers would you need to become self One, two, three, or more? The typical customer
opportunities (Ups)? sufficient? The idea is to put yourself in a will have two. Taking this into consideration,
position where you control the things you can do you have 500 sales opportunities or 1,000?
Let’s focus on the last item, sales opportunities control, like your relationships with your past
(or Ups). Whether you are new to the industry customers. Would it be unreasonable to think that you
or have worked at your dealership for years, could receive one referral from each customer
There are two fundamental audiences to target once every five years? Sure you could, if you
there are certain numbers that you should be
when searching for new sales opportunities: ask. Now you would have 1,000 customers
aware of when planning your sales effort.
Internal vs. External. Internal would be who on average have two cars per household.
The average sales person in America will
customers you sold to previously or perhaps This would give you 2,000 sales opportunities.
sell how many vehicles per month? When
the dealership (orphans). External would be Divide that by five years and now you have
presented with this question, most students in
new customers. 400 units sold each year. Feel free to go ahead
my sessions respond with 10 to 12. The results
are unfortunately much lower. The monthly What advantages does the Internal customer and cut those numbers in half. You would still
average is around eight. Annualized, we are provide? They already know the brand. They end the year with 200 units sold.
talking about approximately 96 units. To were willing to conduct business with your
keep the math simple we will use 100 as our organization previously. This individual may Oh, and by the way, if you had sold 200 units
reference point. even have purchased from you personally. in 2009, would you have been upset? I would
imagine if at the end of 2010 you sell 200,
The first question you might ask yourself So how many of these great people would you units, it will have been a good year.
is, how did you do last year? Were you need to become self sufficient? Referring back
above average? Below? If you were above to our conversation above, most automotive Good luck and good selling.
then good, 2009 was a tough year for our sales people will sell approximately 100 units
business. If you were above average then per year. Now estimate: How often does the Kirk Manzo is the president of The
Manzo Group. He can be contacted at
how much better were your numbers? 120? average consumer replace their vehicle? Sure 800.858.6903, or by e-mail at
150? 180? 200? it would be fantastic if they replaced them kmanzo@autosuccessonline.com.
every three to four years (think leasing), but
While I have worked with sales professionals the dominant cycle remains four to five years.
20 autosuccessonline.com

22. DavidMoline marketing solution
LOOKING FOR NEW
ADVERTISING IDEAS? IT’S TIME
TO RE-EXAMINE DIRECT MAIL
There is no question that the Internet is dealership “brand” and driving traffic to your key. Therefore, a synergy must be created
embraced by dealerships. Properly executed, store and your Web site. between the different media. One medium will
dealership Web sites — along with texting influence the effect of the other and generate
and social media like Facebook, Twitter, etc. Another advantage of direct mail is an overall higher impact. For example, a TV
— can provide a meaningful and long-term accountability. Because a mail campaign is a spot with a specific offer supported by a direct
contribution to sales. unique one-on-one communication tool, you can mail campaign will most certainly increase
easily determine your cost-per-person reached response. By integrating media, creative
But in the frenzy to increase one’s digital and, by tracking the results, calculate the cost- and planning, you will deliver a stronger
presence, let’s not forget about one of the most per-response and cost-per-sale. dealership “brand” in a more cost-effective
effective and targeted mediums around — way. It has been suggested e-mail advertising
direct mail. Today, developments in information technology
provide you with a wealth of personalization will replace direct mail, yet it is direct mail
Direct mail can be key in helping build and possibilities to help identify and select the right that drives Web traffic.
maintain a one-to-one relationship between set of demographics for a targeted mailing
your dealership, your customers and your So if you’re looking for something “new” for
and the ability to digitally print variable and your next campaign, consider direct mail as
prospects. Let’s face it: With all the Web sites, personalized data, giving direct mail a leg up
e-mails, tweets and “friends,” not to mention an integral part of your mix. Remember, direct
over the increasingly fragmented coverage of mail is an intimate communication. It enters
TV messages, radio messages, outdoor and mass media. It’s this ability to address every
guerrilla advertising bombarding us every the consumer’s sphere through their mailbox.
prospect and every customer as one person It offers a physical contact; they touch the
single day, mail is still the cornerstone of with a “made-to-measure” message that
human personal communication. Today, paper and you can influence their behavior
showcases your dealership with a relevancy through your message.
technology allows us to personalize each that encourages action.
mail piece to the customer or prospect. David Moline is the owner/manager of
A well-designed and well-written direct With numerous media options and limited Advertising Marketing Partners. He can be
mail campaign will command the attention consumer attention, efficiency and contacted at 866.406.6493, or by e-mail at
and time of its recipient, establishing your productivity of advertising investment become dmoline@autosuccessonline.com.
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22 autosuccessonline.com

24. JimRadogna marketing solution
CAN MODERN SOLUTIONS
PROTECT AGAINST OLD
SCHOOL PRACTICES?
Much has been written about automotive of deceptive advertising. Now, I long-ago man enough to discuss his concerns and
online reputation management and, realized that some customers have tendency not hide behind a fraudulent posting.”
fortunately, there are a number of companies to misread advertisements, so, in order to Is it just me, or is this the worst possible
and consultants now available to assist dealers give the dealership the benefit of the doubt, way to try to handle a negative review??
in getting a handle on this crucial subject. I looked up the ad on their Web site. Well, Eventually, the GM got involved and
Reputation and customer satisfaction is of the sure enough it was questionable at best and the problem was finally rectified to the
utmost importance to dealers, and there is little went astray of state advertising regulations. customer’s satisfaction (so I guess it was
doubt that many negative online postings are The people who wrote that ad may be a real customer with a real complaint and
either questionable or do not reliably portray patting themselves on the back for bringing not a fraudulent posting). The customer
the true culture of the dealership. customers across the curb, but at what cost? very graciously posted an update about
The customer not only did not buy from the resolution, but also responded about
However, I believe that a dealership’s the dealer, but also gave a glowing review the employee that attacked him and called
reputation is difficult, if not impossible, to and recommendation of the competitor who him a liar. The question that comes to mind
manage when certain staff members do not ended up earning their business. is this: What has more significance in the
operate ethically and resort to “old school” mind of someone reading this review —
deceptive practices. Looking through some • The next dealer was accused of payment that the dealership ultimately handled the
of the sites that rate dealers, I found some packing by the finance department. complaint or that someone in the dealership
interesting examples: According to the post, the customer raked the customer over the coals for
• A dealer reviewed on one of the sites complaining in the first place?
attempted to rectify the situation by
has dozens of negative posts about bait returning to the dealership to discuss There are a number of excellent firms that
and switch, refusal to sell at advertised the issue but apparently received no specialize in online reputation management
prices and other questionable acts. I was satisfaction. After the customer posted and I highly recommend that dealers consider
a bit surprised at the volume of negative the negative review, a customer relations utilizing their services. But it important to
feedback and I have to wonder who’s rep from the dealership responded with a realize that while these companies do an
watching the store. But fear not, the nice apology and offers to help — so far, outstanding job, it may not be possible to
brilliant perpetrators of all of this negative so good, (although it was 21 days after mitigate the damage caused by ethically-
feedback had a plan. They simply added the original post). Here’s where it goes challenged personnel. The first and most
some positive posts to the site, which of downhill: The next post comes from an important step in managing one’s reputation
course were exposed as coming from the “anonymous” employee of the dealership is having zero tolerance for bad behavior by
dealership’s IP address. So much for that who proceeds to berate the customer by employees.
idea. How does this dealer defend against accusing him of posting fraudulently. The
various staff members allegedly lying to employee stated that the customer’s issue Jim Radogna is president of Dealer
customers and then trying to cover it up? couldn’t have happened; the company is Compliance Consultants, Inc. He can be
It’s sure not going to be easy. wonderful, etc. “Anonymous” actually contacted at 866.704.8657, or by e-mail at
jradogna@autosuccessonline.com.
remarked that the customer should be
• A post on another site accused the dealer “ashamed of himself” and “should be
24 autosuccessonline.com

26. An Interview with ShawnKloppman marketing solution
DIRECT MAIL FROM THE
DEALERSHIP’S POINT OF VIEW
An Interview With Rosner Toyota Scion’s Shawn Kloppman
“I think direct mail is huge,” said Shawn with some of our direct mail. We’ll take it a AS: Based on your experiences, what
Kloppman, general manager of Rosner step further from our mainstream advertising techniques with direct mail would
Toyota Scion in Stafford, Virginia. A 21-year and really try to bring it into the homes of you recommend to drive traffic into a
veteran of the car-selling game, Kloppman our current owners and make sure they’re dealership?
has seen the industry go through a number aware that “Hey, this is a really big deal, and SK: You really need to take a look at your
of expansions and contractions. While it doesn’t come around that often.” On the entire owner database and determine how
he’s embracing new technology to keep a flip side, if we don’t have a strong message many viable people you have there, and then
marketing edge on his competition, he also from the manufacturer, we’ll go for certain come up with a marketing plan on how often
believes there’s no substitute for the basics, needs that our dealership might be facing. If you want to send mail to the people. I believe
done correctly. We sat down with Shawn we need pre-owned vehicles, we will target that anything more than once a quarter is
and talked about the way his dealership uses certain year/model owners. We’ll look to just too much, so you really want to divide it
direct mail in their marketing, and how things service department R.O.s for cars that have out where you have a decent sampling every
have advanced. 60,000 miles or are three years old and higher month. You need to have a consistent message
and will drop to those customers. Basically, and make sure that entire sales staff knows
AutoSuccess: Shawn, where does we’re going to get what we’re looking for. what’s going on any particular week or month
direct mail fit into your overall when people do come in or contact us; it lends
marketing strategy? AS: Can you describe for us a direct credibility to the entire process.
Shawn Kloppman: It’s currently about mail campaign that you’ve used that
one-third of our budget. If we look at what was particularly successful? AS: Any final thoughts?
we spend on advertising on a monthly basis SK: For us right now, Toyota has a 0 percent SK: The days of the direct mail “drop and
in any form — print, cable, radio or direct financing plan, which has been going on go” company are gone. There are a lot of
mail — we spent a lot of money trying to get for couple months. Typically, they don’t companies out there that tell you they’re
new customers every month. We’ve found, have a very big incentive — especially at the next greatest thing, but I think you need
though, that there’s always more that can be 0 percent — so we believe that’s huge and to find one that not only will assist you in
done to continue to harvest the database we we been able to reconnect with a lot of our determining what’s best for your specific
currently have, and that’s where direct mail customers who are two or three years into a dealership needs, but has a CRM that can
plays a big role for us. purchase. We’ve been able to get them out of help the whole process and monitor as it goes
their vehicle and into a new one, and trade along and is in constant communication with
AS: How has the way your dealership for some really nice pre-owned vehicles you. I believe that’s key.
uses direct mail changed over the years? that have been maintained here. We’ve been
SK: In the past we’ve tried to mail outside able to keep them at or close to their same I’d like to share with your audience more
of our existing customer database to gain payments and in a newer car. information about direct mail strategies. There
new customers, but it was costly and for the are some effective processes that our provider
most part “hit or miss.” In the past, we’ve AS: Is there a time of the month would like share with the first 10 dealers
experimented with different mail pieces — where you’ve found direct mail to be who respond to the e-mail address below:
like those using “credit cards” and giveaways particularly useful? Specifically, their offering a free download
— and testing new markets. Lately, we’ve SK: If I had to pick, I’d say the beginning and and clean-up of your database, along with
really put more time into looking at our end of the month. I think most dealerships special reporting on purchase trends.
database, dividing it up and coming up with give away the first week of month, ourselves
a marketing plan where we can every month included, but we are constantly trying to
drop a direct-mail piece to a portion of our improve.
database and generate some income off of
them coming back in. AS: Do you use different direct mail For more information about Shawn
pieces to target different segments of Kloppman or Rosner Toyota Scion in
Stafford, Virginia, visit
AS: What methods have you used to the marketplace, such as subprime? www.toyotaofstafford.com.
integrate direct mail into your overall SK: We will occasionally do some beacon
marketing strategy? driven direct-mail pieces. We’ll do more For more information about Strategic
SK: It kind of varies on a month-to-month predictors where we would go after import Marketing, contact Todd Strause at
basis. If we have a very strong message from owners than particular credit scores and 866.426.5182, or by e-mail at
the manufacturer, we will try to carry that on demographics. tstrause@autosuccessonline.com.
26 autosuccessonline.com

28. BillPhillips sales & training solution
ALGEBRA BOOKS
AND CRAYONS
The Trouble With Your Lead Management Tool
I have worked for more than 15 years dealer who intends to be where this industry who can blame them? They will naturally
in the automotive sales industry — my is going and not captivated by past habits. operate at the level they need to for their
formal education includes a bachelor’s in Here’s what I’ve learned in 15 years and own well being, and they will capitalize on
engineering and a master’s in marketing. by personally experiencing every lead tool the complexity and confusion to justify non-
That stated, I in no way intend to demean available in the market: compliance to your Internet sales process.
the intelligence or ability of any of the hard-
working people in this business by the title The usability of any lead management tool Evaluating the Salespeople Defines
or contents of this article. I consider this can only be best understood by those who How You Evaluate the Tool
business to be challenging, exciting and have spent time successfully managing Being able to quickly understand and
extremely dynamic given all of the market Internet sales within a dealership. evaluate what your Internet salespeople
forces driving change in the traditional actually do during the day is singularly
business model. Personally, I am privileged Most of the lead management tools available critical when selecting a lead management
to have been able to build a career doing on the market today have been developed by tool. How quickly was the incoming lead
something I love for so long. software programmers unfamiliar with the responded to? How many calls in what time
dealer or the sales environment. They then frame, and what was said? At what point did
The lead management tool, used by most consult well-meaning but unknowledgeable the Internet salesperson turn the contacted
Internet sales organizations, is a necessary people about what their database should do. but non-responsive lead to a manager?
and extremely important element to selling So those who barely know have consulted to And so on. DMS compatibility, Web site
cars. The tool manages the prospect data, those who don’t, and quite frankly, shouldn’t integration, automated programming and
schedules salesperson actions and reports know how to manage and run successful reporting breakdowns are all secondary
on key information like response time and Internet sales within a dealership. reasons to select a lead management tool.
closing ratios. It aggregates multiple lead Simplicity of the user interface, process
sources into a single database. This tool and This leads us to the result that most lead creation, reporting and oversight are your
the invaluable data about potential customers management tools are far too complicated primary concerns. Get references and check
are critical to the success or failure of any visually and operationally for the people who customer service availability, service uptime,
use them. Multiple response time and time to resolution as well.
paths to arrive at
customer data or Regardless of the Lead Tool,
to generate e-mails It’s the Process
or complete Process management is the key to the ills of
scheduled events poor Internet sales in your dealership. This
creates confusion, marketing medium will require more work
dilutes the training from your sales staff and managers, but the
experience and net is dramatically higher. If you don’t have
kills the intended the same level of measurable control, results
goal of engaging and accountability in your Internet sales as
and managing you do on the floor, find someone who can
the customer. help you now. You’ll see dramatic results and
It’s even worse run circles around your competition, who
for the manager has no clue on how to get results with it. The
overseeing the smart dealers of this market will get in the
sales team who trenches and figure out what really works.
must maximize
his time across As a wise man in this industry once said to
multiple sales me, “Not everything we do in this industry
functions to try to is wrong.” We still have to sell cars and
manage a system make profit. How we get customers and
with numerous manage salespeople is changing. Select your
complicated tools wisely and beware of sales pitches
reports and and promises from those who haven’t done
multiple click what you do, or who don’t use the tools they
paths to get to sell. Look through the eyes of a salesman/
basic, real-time manager. In the end, they are the ones who
meaningful deliver the sales or are hindered from them.
information.
Hence, the title: Bill Phillips is the president and CEO
If you give of Automotive Internet Management,
algebra books to Inc. He can be contacted at
866.593.7212, or by e-mail at
kindergartners and bphillps@autosuccessonline.com.
they color on the
pages with crayons,
28 autosuccessonline.com

29. WHAT ARE YOUR
ONLINE ADS MISSING?
Inventory Online (IOL) Marketing Suite is a
complete internet merchandising solution.
Call today to see what your ads are missing.
homenetauto.com
salesteam@homenetauto.com
610-738-3313

30. StephenCravens marketing solution
MAKING THE PHONE
WORK FOR YOU
Make the most informed decisions on which will allow them to monitor the effectiveness on the preferences/habits that have been
forms of advertising are generating the of their team’s response. Are incoming demonstrated in the responses to prior
leads you want, and which ones are costing calls being handled properly? Are customer campaigns? Is the call data being effectively
you money. Call tracking helps dealerships service representatives hitting their talking integrated with the company’s day-to-day
capture prospective customers at the point of points? When the sales team makes a follow- business software and processes?
interest, when they showed intent, rather than up call, are the agents sharing consistent
receiving a form to generate a call later. To information with the new leads? These The progression from the first level to the
illustrate, here is a short tour of how a typical questions can be answered by monitoring the third happens quickly and naturally. Many of
dealership uses call tracking: recordings of inbound and outbound calls. the advertisers we work with initially think
they only need to validate their marketing
Level 1: Validate Media Spending Level 3: Capitalize on the Knowledge expenditures, but we go ahead and throw in
Advertisers are initially drawn to the idea of That has Been Collected the call recording capabilities. It usually takes
call measurement and call tracking because At this point, the marketing manager about one day before the sales manager wants
of the prospect of eliminating wasteful has focused spending on top-performing to listen and track every business call. Moving
spending on ads that are not working. placements (Level 1) and then ensured that from the second level to the third level
Dealerships can measure the number of all calls are being handled properly (Level requires a bigger push, but managers quickly
responses an ad generates to gauge which 2). The next step is to utilize the data that realize the value of efficient lead management.
types of media (or which providers) are has been collected through the call tracking
producing the highest rates of return. program. Are these leads being converted Stephen Cravens is a business
into long-term customers? If the initial development specialist for Century
Level 2: Evaluate How Calls are Handled call is simply an information query, are the Interactive. He can be contacted at
866.652.3704, or by e-mail at
When a dealership’s managers are ready to proper follow-up procedures in place to stay scravens@autosuccessonline.com.
move beyond simple quantitative analysis, in contact with this prospective customer?
a comprehensive call measurement program Will new marketing campaigns be focused
Time to rethink
auto transportation
Call 1-866-207-3360 Nationwide
or register online Door-to-Door
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BUILDING AMERICA®
30 autosuccessonline.com

31. PatriciaJ.Roberts sales training solution
DO MEN AND WOMEN
SPEAK DIFFERENT
LANGUAGES?
Men and women think, speak, and process Before you can sell your product or service loyalty with women consumers, and thus
information very differently. Gender to a woman, you have to speak her language. your ROW.
communication differences are very real and, Whether you are selling in a professional
yes, they do matter a great deal. If one is to or a retail environment, gender differences Patricia J. Roberts is the director of business
succeed in the retail world, everyone needs to really do matter. Make sure that you and your development for AskPatty.Com. She can be
understand what those are and also why. employees are properly trained so that you contacted at 866.652.3970, or by e-mail at
too can attract, sell, retain and increase your proberts@autosuccessonline.com.
Tell the Time or Build a Watch
Women are storytellers and men like to
speak in sound bites. Women like and
want to build up to the bottom line or to
the end with paragraphs of information,
with examples and with stories to build the
rapport and to build the picture. Men like
to get to the “bottom line,” then provide
the details in bullet points to support that
end game. Storytelling is frustrating for the
male and the bullet point format is equally
frustrating for the female. To effectively
communicate with the opposite gender, it
will be necessary to change the approach
by women in stating the bottom line first
and by men to give many more details when
communicating with women.
Look at the Floor or Look Her in the Eye
Women use about 25,500 words in a day,
where men use about 12,500. On average,
women maintain eye contact while speaking
for 12 seconds vs. a man maintaining
eye contact for three seconds. As a male
interacting with the female consumer,
changing the approach by balancing the
needed eye contact and number of words
spoken will make the woman feel like they
are being taken seriously.
Trees or the Forest
Women can perceive “the fine points”
better than men. They see and recall more
elements and nuances in products, services
or communications. They do more research
before the decision and the purchase.
In evaluating elements of a product or service
decision, women want the same things as
men, they just want more: more facts, details,
information, feedback from others and time
to make their decision. If woman says “I need
more time to think about it” she means it, and
she will get back with you.
The Bottom Line-Row
(Return on Women)
Women do a lot of research before reaching
a decision. Once they make that purchase,
women tend to be more loyal to their choice of
product and service provider, generating more
referrals through more active word-of-mouth.
the #1 sales-improvement magazine for the automotive professional 31

32. RichardWinch marketing solution
DON’T FORGET ONLINE
REPUTATION MANAGEMENT
FOR FIXED OPS
Online reputation management has generated and more than one in five change their mind just competing online against your dealer
a lot of buzz in 2010, and for good reason: based on what they read. And roughly one- competitors, but also, typically, hundreds
Great SEO, combined with managing what fifth of a dealership’s reviews will be for the of other local businesses, from independent
customers say about your dealership at the service department. shops to the PepBoys and AutoZones
review and social media sites, are the two (total auto service businesses outnumber
most logical, sustainable and cost-effective There are other unique factors making dealerships by about 20:1). So, when even
ways to drive online business today. But reputation management for service key. a precise search like “Honda transmission
almost all the talk about online reputation has For one, car service/repair is a consumer repair Cleveland” returns a noisy 300,000-
centered around the sales department; having “pain point,” and it seems I’m always plus results on any given day — and seven
a powerful, positive online review presence reading a new study revealing “vehicle in 10 searchers only click on the first-page
for your service and parts departments has repairs cost 34 percent more at dealerships results — and a high volume of reviews
never been more critical. than independent shops.” There’s a wider would catapult your dealership to the top of
dealership-for-service “reputation” battle that first page, you can see how the review
Why Service Reputation (over pricing, “honesty,” etc.) that’s out there equation works.
Management Is So Crucial: in the press and the world, so it’s out there
Dealers have heard a lot lately about how in consumer minds. Establishing real-world The savvy dealership with those 100-plus
fixed ops is the key to survival in tough consumer trust for your service department, service reviews, and that shining 4.7 star
times — how every year it represents a when you’re in brutal competition with rating, has staked out one of the most
greater lion’s share of profits — along independents, is increasingly paramount. powerful “billboards” possible today:
with how much business they continue to broadcasting their brand and claim, right up
bleed to independent repair shops and parts Reviews Catapult You To the Top of against the independents, to local service-
superstores every year. You’ve heard it many the Service-Search Results searchers 24 hours a day, seven days a week.
times, but can’t hear it enough, because the A review campaign will have an outsized And it’s exposure no paid search or banner ad
opportunities – and lost dealer opportunities impact on your service business because could ever buy, because it’s the endorsement
– are only intensifying. today’s service shopper is first and foremost of your real-world, satisfied customers.
a searcher — when’s the last time you picked
• According to AAIA data, the U.S. auto up a Yellow Pages? — and the review sites I’ve argued why dealerships must tackle a
aftermarket will grow to roughly $290 have incredible traction in first-page search review game plan for fixed ops; next issue
billion in 2010 – up roughly four percent results. Google loves review sites because I’ll outline a proven, practical, service-
from last year. they love consumer relevance. specific dealership process.
• Service/parts have accounted for a
whopping 80 to 100 percent of dealer Try a search like “Toyota transmission The First Step:
profits over the last couple years, repair San Francisco,” or “Honda brakes Because all online reputation management
according to NADA data. Los Angeles.” Typically, the Google Local involves radical culture change at a
• At the same time, NDP data found that listings will be dominated by independents, dealership, the very first step is getting
dealers increasingly represent a smaller while the first-page organic results will management buy-in. Share the facts with
piece of the growing service pie, capturing heavily return the big review sites like the dealer principal and service manager.
only 44 percent of total service dollars. Yelp or Citysearch. But a dealership with Help them grasp these online realities and
• A J.D. Power Associates study predicts a properly optimized Google Local listing lost opportunities: the disconnect between
that dealership service traffic volumes are and lots of service reviews (across numerous how much attention the sales department
expected to decline 20 percent between sites) will break right into that coveted gets vs. service, given the glaring profit
2009 and 2013, resulting in a 25 percent search real estate. In fact, a dealership set up discrepancies, and how your service
decrease in those ‘lifeline’ service dollars. properly at review sites/directories, who also reputation could be your most powerful
has a high volume of reviews, can even come future marketing weapon — and a true
Today’s Service Shopper – A up on top for generic service searches like competitive advantage — but is given the
Searcher and Online Review Reader “Car Repair, Bremerton, WA.” back seat it takes at most dealerships.
Add to this mix that online reviews have an
dramatic impact on how consumers select Service: A Crowded Online Market Richard Winch is CEO Founder of
their service providers. The latest study from Here’s another unique factor about reputation eXtéresAUTO. He can be contacted at
2008, reveals that three out of four auto management for service and parts, as 866.476.4389, or by e-mail at
consumers turn to online dealership reviews, opposed to new-vehicle sales: You’re not rwinch@autosuccessonline.com.
32 autosuccessonline.com

33. The Pre-Owned Price Check
Customers trust the
RealDeal Ref to show
them a fair price.
RealDeal from vAuto
helps us make deals,
not concessions.
— Randy Wise, President
Randy Wise Auto Team
Flint, Michigan
RealDeal is the industry’s first pre-owned price check for dealers. Show your customers how
your price compares in your live market. Prove you have a fair price and protect your margins.
With RealDeal, the latest innovation from vAuto, negotiate less and close more sales.
Call 877-988-7648 today or visit www.vAuto.com/realdeal to schedule a live demo.

34. MattBaker sales training solution
LEARNING THE LANGUAGE
Three Communication Tactics to Increase Closing Percentages
Think about the last time you purchased homework. Can I ask you something? If I am price. In an effort to prove his intelligence,
something. Why did you decide to buy it? not as up to speed on XYZ car as you are, will the sales rep is quick to answer each of the
What problems did the item help to solve? you get upset?” customer’s pressing questions. Yet, what this
What did that item do to make your life sales rep fails to realize is that his attempts to
easier, more comfortable or more enjoyable? Customer: “No. Just want the price.” seal the deal with educated answers will only
hurt his odds of selling in the long run.
One of the rules my company follows states, Salesperson: “Here’s what I know; I’ve
“People buy for their reasons, not yours.” never lost anyone over price and you won’t The knowledge of a salesperson is valuable.
Unfortunately, most people won’t come right be the first. What else besides price is Customers understand this value and push to
out and tell you why they are talking to you. important to you? I may not be able to do get as much information as they can for free.
They want to give you little info, and expect everything you want…” Don’t let your salespeople become unpaid
unpaid advice. Like this scenario shows, cushions give you consultants. Help them gain information as
the power to control the conversation. They opposed to giving it by utilizing the rescue
Many times in a selling situation the customer provide ample opportunity to test the waters technique.
will put pressure on a sales person to answer and find other factors that are important to the
questions they don’t want to answer yet, or customer, but were not revealed to you upfront. The rescue technique serves three purposes:
don’t know the answer to. This article offers to help sales reps test the waters, to guard
you three techniques to help your salespeople Deflect Pressure to Gain Insight against information overload and to
combat these situations, and keep the Deflections help to keep the conversation decrease buyer resistance. While acting like
conversation moving toward a sale. moving. Many times in a selling situation, a “dummy” may seem unnatural for most
the customer puts tremendous pressure on the salespeople, it could determine the life or
We all know that the key to successful salesperson. The salesperson often feels as death of their next sale.
selling is asking questions. Utilize these three though they must have a perfect answer to each
techniques to help your sales team feel more of the customer’s comments, or they’ll lose Examples of rescues include:
comfortable asking questions to discover a that customer. The act of deflecting utilizes 1. “I’m a little confused…”
customer’s buying signs. challenging questions and statements to place 2. “You tell me if I’m wrong…”
pressure back onto buyers. This entices the 3. “My bad. I didn’t do a good job
Cushion Your Approach customer to reveal more information and helps explaining…”
Since consumers often regard salespeople as the salesperson gain clarity regarding what the
being “pushy,” it’s incredibly important to customer really wants. These examples provoke the customer
set the stage for your conversation with the to rescue you with an informational yet
appropriate cushions. Cushions are initial In many cases, sales reps assume they know empathetic response. This technique keeps the
questions or phrases that soften the approach. what the customer is asking for. To ward customer talking, and allows the salesperson
They allow customers to respond to your against this mistake at your dealership, use to discover more useful information. This
requests without getting defensive. Tone of the rule, “Assumptions are the mother of all technique brings customer defenses down
voice plays a key role here. Don’t frighten the screw ups.” Making your sales team aware quickly because the customer feels that they
prospect. Speak in a soft and friendly voice. of this will help to ensure they ask more and are smarter.
assume less.
Need a way for your sales team to remember Remember this: The best form of humor is
the importance of cushions? Use another rule Examples of deflections are: always to make fun of yourself; and the best
we follow: “If you feel it, say it gently,” which 1. “What were you hoping for?” way to build rapport is to make someone
serves as a guideline for communication 2. “How do we get around that?” laugh. By utilizing rescues, you have the
throughout the sales process. 3. “Let me make sure I understand…” power to diffuse the customer and build
rapport in seconds.
Examples of cushions are: Examples one and two push the conversation
1. “Sounds like you’ve done your along by answering the customer’s initial Since this is a one-page article, I only shared
homework….” question with another question. This tactic is a small sampling of cushions, deflections
2. “Tell me if I’m wrong, but….” very effective, but only to a certain extent. If and rescues; and how utilizing these
3. “Can we talk off the record?” the buyer grows impatient and you still need techniques can help your sales team convert
answers, try starting a sentence and pausing more buyers. If you are interested in more
Each example stated above respectfully as though you’re searching for a word. This examples, please e-mail me at the address
redirects a potentially uncomfortable method, as illustrated in example three, below with the subject line “EXAMPLE.”
situation. Example No. 1 could be used to gives the buyer the opportunity to finish the I will send you a PDF copy of GA’s
address customers who are pressuring you statement for you. “Guide to Improving Sales Talent: Cushions,
on price after shopping online. Here’s how Deflections and Rescues.”
this scenario would go using the appropriate Rescue Me
cushion: Let’s pretend one of your most veteran sales Matt Baker is the vice president of sales
Customer: “I’ve been looking at XYZ car reps just greeted a new customer on your for GA Marketing. He can be contacted
at 866.618.8248, or by e-mail at
online. What’s your price?” lot. The customer is in the market to buy, but mbaker@autosuccessonline.com.
spends much of the time badgering the sales
Salesperson: “Sounds like you’ve done your rep with detailed questions and pressure on
34 autosuccessonline.com

37. JL Marketing is looking for Business Growth
Strategists to sell our multi-channel direct marketing
products and services. They will prospect for
new customers as well as manage leads from
JL Marketing’s growing national accounts.
This is a full-time B2B outside sales position.
www.jandlmarketing.com
kkasun@jandlmarketing.com
Do you want to be a part of one of the fastest
growing software companies in the retail
automotive market? vAuto’s pricing, appraisal,
stocking and merchandising tools are an
evolutionary step forward for used car departments.
If you have strong retail automotive and/or
technology solution provider experience in the
dealership industry, then we want you to be part
of our tremendous growth. Send resumes to:
vautocareers@autosuccessonline.com.
Learn more at www.vAuto.com.
vAuto is an Equal Opportunity Employer.