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Customer Experience

Fixing the F&I Time Delay

Self-selection tools can reduce your average turn, accelerate deliveries, and improve F&I production.

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F&I Tip of the Week: Power of the Pause

When we communicate, the words we use only account for 7% of the communication. Voice tone and inflection account for 38%, while body language makes up the rest. F&I trainer John Tabar explains what that means in the F&I office in his latest F&I Tip of the Week.

Toyota, Honda Dealers Top Temkin’s 2018 Customer Experience Ratings

Auto dealers tied for 12th out of 20 industries ranked in the eighth edition of Temkin Group’s Customer Experience Ratings. Ford and Mercedes-Benz dealers also earned top rankings.

Boston Volvo Village Partners With New Balance Fitness Club

The partnership allows the dealership’s customers to work out while their cars are being serviced. It adds to a long list of benefits Boston Volvo currently offers, including 40 courtesy loaner vehicles, daily shuttles to Boston and Cambridge and complimentary Uber transportation.

vAuto Founder Dale Pollak Publishes Fourth Book For Retail Automotive

‘Like I See It’ has already achieved best-seller status based on preorder sales. The book devotes chapters to margin compression, increased OEM control and financial reliance of their dealer partners, technology disruption and consumer preferences for digital retailing.

TagRail Debuts Customer Experience Management Platform

The new ‘customer experience management’ platform was designed to structure, organize and streamline the sales process and give sales managers a new performance-monitoring tool.

The Lost Art

The editor has seen the good, the bad and the ugly version of the vehicle walkaround.

How to Perfect the Walkaround

A properly executed walkaround is still the most effective tool for building trust, creating an emotional connection to the vehicle, and closing the sale.

3 Ways to Boost Upsell and Compensation

By improving the customer experience, creating a spiff program, and financing repairs, you will create new opportunities to increase your service revenue — and your advisors’ paychecks.

Toyota Earns Top Spot in Customer Experience Study

After asking 10,000 U.S. consumers about their dealership experience, the Temkin Group found that the two manufacturers with the highest customer experience ratings were Toyota and Mercedes-Benz, according to Edmunds.com.