Will Somebody Please Get That?
Phone skills are severely lacking in dealerships today, but one GM has a plan you can use to be sure every caller gets the right answer.
Phone skills are severely lacking in dealerships today, but one GM has a plan you can use to be sure every caller gets the right answer.
Hudson recounts the inspiring tale of a dealer who prevailed in a lawsuit in the consumer-friendly state of Maryland.
Use this five-step plan to improve your status check process, prove you value your customers’ time, and keep them coming back to your shop.
Successful anti-harassment training requires dealers to acknowledge that some employees simply don’t see the point.
Consideration is both an admirable trait and a legal term. Hudson explains how one Tennessee dealer prevailed when a car buyer objected to arbitration.
A web-savvy sales manager made a sweet deal that went sour when the ‘buyer’ turned out to be a sophisticated online scammer.
Dealership hiring expert Scott Brinkman shares strategies and insights you can use to attract and retain quality applicants to build a highly qualified, diverse and productive workforce.
Customers are better educated than ever, but that's no excuse for an embarrassing lack of professionalism and product knowledge.
Big data, the economic and political landscape, and reputation management lead the list of pressing concerns for dealers heading into the new year.
A frank assessment of your current needs and future objectives can help you properly equip your dealership for less without sacrificing capacity.