As part of the process for awarding the WomenCertified Top Dealerships for Outstanding Customer Experience, WomenCertified asks participating dealers to describe in detail the retail amenities and features they offer which enhance the customer experi

Considering the state of world events and market conditions, 2011 turned out to be a pretty good year for auto dealers, at least compared with 2010. According to information published by Autodata Corp., total light vehicle sales for 2011 was expected

Imagine, just for a moment, you and each of your representatives were able to save one deal a day. How much easier would each month, quarter and year be?  How much less scrambling at the end of the month might there be? Scrambling means shortcutting

I’ve not written much about selling cars to women and couples that come to a dealership accompanied, or burdened, by their children. Once I started giving it thought in preparation for this month’s column, I just kept coming up with more and more

Ask every dealer you know if they’d prefer a phone up or an email lead and 99% will say “phone up hands down.” This makes sense, since a phone up is usually lower in the purchase funnel and (when handled properly) delivers a much higher closing

It isn’t exactly news that women are the more social gender. Sure, men like to get together, with and without women, to talk about their favorite subjects, of which car talk is usually a popular one. But women are naturally more social, and now it

Surely everyone is familiar with the biblical David versus Goliath story. In the original, the much smaller David defeats Goliath by launching a single stone from his sling into the giant’s forehead. Case closed – David wins. If only it were that

Okay, I confess. Digitally speaking I’m fairly “un-social” and I still use a “dumb” phone (one of the old Motorola Razors that I bought on eBay because they haven’t made them in five years.) Not that I don’t have a fairly decent underst

Far and away the longest standing and ongoing concern I have encountered in the decades of “Training from the Trenches,” are the way we (our industry), handle (or don’t) the indispensable, yet quickly changing, still dreaded…phones! I am refe