You master commonality-based rapport. Regardless of which type of first contact we made with our prospects, be it via live chat, a phone call, a lead or as a guest on our property, it is imperative that we understand and master commonality based rapp

Dealerships don’t often support the American dream. Knowing that the people you employ are the key to your success, I still find it frustrating how often a dealer looks outside of its own walls to find new talent. We are from a society where the go

Implementing change to fix or improve any process requires you to have a plan of action and clear ability to track the effects of the change. Without this you are “flying blind” into the changes and have no way to see if the money you have spent

Selling to women over the phone, an essential part of the dealer equation these days, presents many opportunities for a salesperson to show the kind of people skills that will make the deal go smoothly and rapidly. And if you do it right, it can resu

Depending upon the side of the transaction you are on, the intense demand for vehicles by the consuming public can be a very good or very bad situation. The transaction I am referring to is not the one between the dealer and consumer, but between the

In 1995, when the first online car-buying program was made available to the general public, the premise was two-fold. The idea was to use the Internet as a way to provide consumers upfront pricing within a customer-satisfaction oriented buying proces

There is a fundamental shift that occurs for many Internet sales managers. Though most were hired to manage Internet leads, make phone calls and sell cars, the evolving state of our industry has required them to take on more roles. With these new res

Having all of the technology in the world will not help you when it comes to the human touch, communicating and connecting with customers in a way that not only builds commonality, but gives the customer the “I gotta guy” feeling. The biggest buz

I love to ask dealers what their “brand” is and then listen to the response. Ninety percent of the time dealers respond with the makes and models they are selling. I follow up by saying: “No, not the brands of vehicles you sell, what is your br