エピソード

  • Driving Customer Loyalty: Automotive Insights from JD Power Studies with Chris Sutton

    Driving Customer Loyalty: Automotive Insights from JD Power Studies with Chris Sutton
    2024/06/04

    Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.

    Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.

    In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.

    With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.

    As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.

    Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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    39 分
  • Navigating the Evolving Car Buyer Journey with Cox Automotive | Car Buying Journey Study Findings

    Navigating the Evolving Car Buyer Journey with Cox Automotive | Car Buying Journey Study Findings
    2024/06/18

    Free learning series - coxautoinc.com/thecompleteprofitpicture

    Join us in this insightful episode as we sit down with Jade Terreberry, Senior Director of Strategic Development from Cox Automotive Group to delve into the findings of their 14th annual car buying journey study. Jade shares valuable insights on the evolving landscape of automotive retail and consumer behavior.

    In this episode, Jade emphasizes the importance of every touchpoint in the car buying process, highlighting the significance of timely and relevant communications. With the average consumer receiving three trade value offers, the spread can be as wide as $2,000, underlining the need for a sophisticated buyer experience that values data and research.

    Gone are the days when the focus was solely on the right car at the right price. Today, consumers seek personalized communication and relevant content, even in virtual interactions with brands and dealerships. Some customers prefer self-guided research and the flexibility to engage at their own pace, whether in person or remotely.

    Jade sheds light on the concept of "distance retailing," where customers are willing to travel beyond their local market for the right experience and information. With a shortage of used cars on the market, the emphasis is on having experts with rapid response times and efficient communication channels to meet consumer expectations.

    Trust is paramount in today's car buying journey, with consumers expecting seamless interactions and quick access to information across various touchpoints. Jade highlights the importance of adapting sales approaches to align with modern consumer preferences and ensuring a non-linear, streamlined experience that resonates with today's tech-savvy buyers.

    Tune in to discover how Cox Automotive Group's insights can help dealerships navigate the changing landscape of automotive retail and elevate the customer experience to new heights!

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.
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    41 分
  • Revolutionizing Automotive Sales: Unveiling Jeff Ramsey's Strategies for Customer Engagement and AI Integration

    Revolutionizing Automotive Sales: Unveiling Jeff Ramsey's Strategies for Customer Engagement and AI Integration
    2024/06/25

    In this episode, join us as we delve into the world of automotive sales with Jeff Ramsey, the Variable Operations Director at Ourismen Automotive Group. Jeff shares his invaluable insights on customer engagement and conversation strategies, shedding light on his unique mindset when approaching sales and CRM tactics.

    Discover how Jeff leverages AI to categorize leads into engaged and disengaged customer buckets, utilizing technology to maximize car deals. Gain exclusive access to Jeff's perspective on the role of AI in the sales process and the importance of setting realistic expectations for its implementation.

    Say goodbye to outdated sales techniques as Jeff discusses innovative approaches to communication, emphasizing the power of personalized messages over generic templates. Learn effective methods to make your phone and inbox buzz with potential buyers, paving the way for increased sales conversions.

    Jeff reveals a fresh perspective on goal-setting, strategy development, and branding, offering practical tips to drive customer conversion. Explore the significance of nurturing the customer journey and optimizing marketing budgets to enhance gross profits in the automotive industry.

    Uncover Jeff's bold leadership mentality and his unwavering commitment to exploring what truly works in the dynamic world of automotive sales. Gain insights into the evolving landscape of salesmanship and the importance of hard work and dedication in achieving success.

    Join us as Jeff shares his strategies for coaching, training, and fostering accountability among sales teams, empowering individuals to adapt to the changing demands of the market and secure rewarding paychecks. Don't miss this opportunity to learn from a seasoned expert who is reshaping the future of automotive sales.

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability
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    50 分
  • The George Saliba Approach to Buying & Selling Cars on Social Media | Build a Following | Viral Videos

    The George Saliba Approach to Buying & Selling Cars on Social Media | Build a Following | Viral Videos
    2024/07/02

    George@sellmyev.com | @georgejsaliba | J & S Autohaus | Sellmyev.com | J & S Mitsubishi

    I had a great time chatting it up with with George Saliba! He is a car dealer based in New Jersey who has taken the world of social media by storm with his innovative approach to content creation and marketing strategies. George shares insights into his journey of building a thriving online presence, boasting over 100k followers in just one year. Now over 335K. He puts down his blueprint and the detailed journey to get here.

    George reveals how a simple piece of advice from a friend in September 2023 transformed his social media game: "Post 2-3 times per day." With a focus on showcasing a wide selection of highline, exotic, and Tesla vehicles, George emphasizes the importance of consistency in content creation. He demystifies the process by advocating a straightforward approach: "Just shoot and post."

    Opening up about his early struggles with social media anxiety, George recounts the breakthrough moment when one of his videos garnered 300k views overnight. He stresses the significance of experimentation and learning from what works and what doesn't, leading him to post twice a day to identify winning content strategies.

    A pivotal moment in George's social media journey is highlighted when he shares the story of a daring customer negotiation video that went viral, showcasing bold moves that challenged conventional norms. By pushing the envelope and infusing energy and effort into his content, George witnessed a surge in engagement and lead generation.

    With a growing following of 332k, George unveils his strategic approach to content creation, emphasizing the importance of consistency and authenticity. Leveraging the power of TikTok, he secured 40 deals in May alone, demonstrating his prowess in generating leads and driving business growth.

    George's dedication to his craft shines through as he envisions his online presence as a lead-generating machine, attracting a diverse clientele that includes football players and daily TikTok customers looking to buy or sell cars. By combining passion with strategy, George Saliba is reshaping the landscape of highline car sales through the lens of social media innovation.

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
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    53 分
  • Answering "What's in it for me?" for Sales and Service Teams

    Answering "What's in it for me?" for Sales and Service Teams
    2024/07/09

    In this episode, I get into a crucial aspect of sales conversations that can transform your approach to engaging customers effectively. For both service and sales teams, the question "What's in it for me?" takes center stage as we explore how to reframe this inquiry into "How will this benefit me?" to emphasize the specific advantages and benefits customers can expect from your product or service.

    Service advisors, BDC advisors, and sales consultants will discover actionable strategies to enhance their value proposition by consistently addressing the customer-centric query of "What's in it for me?" Understanding and articulating the unique value proposition is essential for maximizing revenue and gaining top-notch reviews.

    Listeners will gain insights on navigating customer inquiries about pricing, learning to address the WIFM question before resorting to discounts. Through real-world examples and practical advice, I illustrate how focusing on the benefits and value customers receive for their investment can build trust and confidence in your offerings.

    Moreover, I underscore the significance of showcasing the quality work and products offered by dealerships to distinguish them from competitors. Communicating the benefits effectively is crucial to positioning your brand as the best choice for customers, especially in a competitive market.

    For sales BDC professionals handling internet leads dispersed among various dealerships, addressing the WIFM question becomes paramount in standing out and securing customer interest. We explore the importance of crafting compelling intros and videos that clearly communicate the value customers can expect, going beyond basic sales pitches to create lasting impressions and drive conversions.

    Tune in to this episode for a wealth of examples, techniques, and expert insights aimed at empowering your sales and service teams to elevate their customer interactions, boost confidence in their offerings, and ultimately drive business success.

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
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    17 分
  • Unpacking FTC's Vehicle Shopping Rule: A Reynolds Legal Perspective on Compliance and Transparency in Auto Sales

    Unpacking FTC's Vehicle Shopping Rule: A Reynolds Legal Perspective on Compliance and Transparency in Auto Sales
    2024/07/11
    📍Meet Guests at upcoming Reynolds Retail Summit Amplify24 ReyRey.com/Amplify Join us as we delve into the intricacies of the Federal Trade Commission's controversial Vehicle Shopping Rule in the automotive industry. In this episode, representing Reynolds and Reynolds legal expert Matt Chacey, Product Development Attorney and Sales Director for Compliance Team, Jason Gaskill, shed light on the implications of this new regulation for car buyers and dealers alike. Critics of the Vehicle Shopping Rule argue that it may lead to increased costs, more paperwork, and a longer sales process, potentially making the car buying experience more cumbersome for consumers. With members of Congress closely monitoring the situation, concerns are being raised about the rule's impact and the need for legislative action to address perceived shortcomings. FTC enforcement actions, resulting in significant settlements, have put every dealer under the regulatory radar. From transparency in consumer transactions to the prohibition of misrepresentations, the importance of clarity and honesty in sales practices cannot be overstated. Matt and Jason discuss the complexities of compliance, highlighting issues such as conflicting language in documents, the inclusion of arbitration clauses, and the presentation of optional products to customers. They emphasize the need for transparency and strategic redundancy in conveying information to customers, ensuring that they understand the terms and conditions of each product offered. Tune in to gain valuable insights into navigating the evolving regulatory landscape, protecting dealerships, and promoting transparency in auto sales. Learn how to ensure that customers are well-informed about their options and rights, empowering them to make informed decisions with confidence. Status: On Jan. 18, the FTC postponed the VSR’s effective date of July 30, 2024 pending judicial review in response to a petition for review filed by NADA in the U.S. Court of Appeals for the Fifth Circuit. (See NADA’s opening brief.) NADA-supported language to deny FTC funding to enforce the VSR was included in the FY25 FSGG appropriations bill that passed the House FSGG subcommittee on June 5. NADA also supports the “FTC REDO Act” (H.R. 7101/S. 3014) which would stop the VSR and require the FTC to follow certain procedures to ensure the rule is the result of an informed process if it chooses to “REDO” the rule. The bill requires the FTC to 1) issue an Advance Notice of Proposed Rulemaking; 2) conduct a quantitative study on auto retailing; 3) undertake consumer testing; and 4) publish a cost benefit analysis based on actual data. The FTC failed to perform these essential steps before finalizing its rule. Members of Congress are urged to cosponsor the “FTC REDO Act” to stop the flawed VSR and prevent the FTC from needlessly imposing significant burdens and costs on consumers and small business dealers. Main Points: ✔️This FTC rule will add time, costs, and complexity for car-buyers and make it harder to conduct online sales. Vehicle sales are already extensively regulated with a document-intensive process, yet the FTC finalized these mandates without testing whether they enhance consumer understanding, education or protection. Under the rule, every time a consumer asks about a specific vehicle or monthly payments, it would involve new written forms harming the industry’s ability to streamline and modernize the car buying process. ✔️The VSR is duplicative as all the harms the rule is aimed at addressing are already against the law, and the agency presently has sufficient enforcement authority to police any alleged wrongdoing. The rule will duplicate and, in some cases, conflict with, extensive state and federal laws that protect consumers (e.g., the Federal Truth-in-Lending Act). The rule introduces ambiguous terms such as “express informed consent” and states that a customer signature by itself will NOT suffice, contrary to many state laws. ✔️The FTC’s rule dramatically increases the agency’s power without an informed regulatory process and will severely harm small businesses. The rule empowers the FTC to issue $51,744 per violation fines against dealers for unnecessary and vague requirements. The rule also imposes new recordkeeping burdens that more closely resemble retention requirements for supervised financial institutions, such as forcing dealers to capture every written communication, including texts. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com 🔥Check out our sponsors!🔥 CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves ...
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    30 分
  • This is how YOU DO Inbound Sales Calls | Strategies to Mitigate Problems and Boost Conversions!

    This is how YOU DO Inbound Sales Calls | Strategies to Mitigate Problems and Boost Conversions!
    2024/07/14

    In this episode, I dive into the world of inbound sales calls, I say are the low-hanging fruit for increasing income and maximizing conversions in the car sales! Learn how to craft a sales process tailored to address common challenges encountered during inbound sales calls, such as customers rushing for out-the-door (OTD) pricing, seeking trade values upfront, or inquiring about rates and availability before committing.

    Join me as I explore the art of mitigating problems on your sales calls and devising a proactive strategy to preempt and resolve issues that may hinder your sales success. Learn actionable techniques to shift the odds in your favor, ensuring more favorable outcomes aligned with your desired results.

    Many sales professionals face the challenge of being derailed right from the initial greeting, making it difficult to secure appointments when customers press for information upfront or hesitate to visit the dealership. Gain insights into different approaches to handling sales calls effectively, presented through diverse scenarios and examples aimed at positioning you as a trusted advisor rather than a mere seller, fostering a sense of confidence and rapport with potential customers.

    Uncover a blueprint for structuring a refined call process that minimizes common pitfalls and enhances your overall call performance. Embrace the notion that persistent problems indicate a need for process improvement, and explore specific strategies and methodologies to elevate your call outcomes consistently.

    To succeed in inbound sales calls, it's crucial to convey confidence, expertise, and genuine care through your interactions. Let's embark on this journey together to redefine your communication style, refine your questions, and reshape your statements to establish yourself as a valuable resource and guide for customers.

    Commit to adopting new processes and embracing change to propel your sales performance to new heights. Embrace the challenge of mastering inbound sales calls, and unlock your full potential as a top-tier sales professional. Are you ready to elevate your sales game and achieve greatness in every call? Tune in now and take the first step towards sales excellence!

    Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

    🔥Check out our sponsors!🔥

    CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

    LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

    Reynolds and Reynolds offers automotive retailers the industry’s exclusive Retail Management System (DMS), along with integrated retailing tools to enhance dealership operations and customer satisfaction. https://www.reyrey.com/solutions/dms
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    11 分