February 2015

Cover Story

The Dealer for the People

Jill Merriam set out to change the car business mentality, and her ‘Dealer for the People’ campaign and experiments with personnel and processes have paid dividends for Key Hyundai.

Article

A New Legacy

Justin Russell, Sales Pro of the Month. Photo courtesy Ford of Pasco

With help from his father and other mentors, Justin Russell has blazed a path to Internet sales success at Legacy Ford of Pasco (Wash.).

Article

On Target

A changing industry requires increased focus on customers and the factors that drive their buying habits.

Article

A Taxing Season

Many car buyers use their income tax refunds as down payments. Offering to double the amount...

Take the guesswork out of the tax-time rush by planning targeted and timely online marketing campaigns.

Article

Real Pros Don’t Close

The need to establish trust and transparency has taken precedence in an era defined by...

GM says pressure from consumers and regulators will force sales pros to abandon their lifelong reliance on ‘closing’ tactics.

Article

Stick to the Script

A lawsuit against a Minnesota dealer highlights the need to keep the cost of a service contract...

A lawsuit against a Minnesota dealer highlights the need to keep the cost of a service contract from being part of the finance charge.

Article

Customer Satisfaction is Worthless

As sales guru Jeffrey Gitomer once put it, “Customer satisfaction is worthless. Customer loyalty...

A dealership GM says anybody can create an acceptable experience, but creating repeat business is an endeavor unto itself. He offers five practical tips for pricing and retaining your most loyal customers.

Article

Everything in Its Place

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce...

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians.