The Problem Child: Rein in Your Service Staff
Whether underperforming service advisors don’t know how to hit their goals or simply refuse, dealers must be prepared to take forceful action.
Whether underperforming service advisors don’t know how to hit their goals or simply refuse, dealers must be prepared to take forceful action.
Make anti-harassment training stick by creating a program that addresses leadership and accountability, clear policies, compliance training, and reporting and investigation.
Omnichannel systems are backed by business process management, which works behind the scenes to manage the components of online and instore sales.
Give green peas a fair chance at success by playing to their strengths, building trust in the process, adjusting when needed, and allowing them to close deals.
Aromachologist Farah Abassi creates custom scents that energize car buyers and complement their dealerships’ brands, décor, and demographics.
Phone skills are severely lacking in dealerships today, but one GM has a plan you can use to be sure every caller gets the right answer.
Hudson recounts the inspiring tale of a dealer who prevailed in a lawsuit in the consumer-friendly state of Maryland.
Use this five-step plan to improve your status check process, prove you value your customers’ time, and keep them coming back to your shop.
Successful anti-harassment training requires dealers to acknowledge that some employees simply don’t see the point.
Consideration is both an admirable trait and a legal term. Hudson explains how one Tennessee dealer prevailed when a car buyer objected to arbitration.
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