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coach

Anybody Can Coach Customer Service if They Have the Right Approach

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In a previous article I wrote about dealing with angry customers by acknowledging their concerns, responding with what you can do versus what you...
sales satisfaction

Takeaways from J.D. Power’s 2019 U.S. Sales Satisfaction Index Study

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J.D. Power just released its annual Sales Satisfaction Index (SSI) Study, and once again, Porsche has topped the list in sales satisfaction for a...
customer experience

Disrupt the Competition by Creating a More Convenient Customer Experience –...

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As we all know, providing an excellent customer experience is the key to running a successful dealership. On today's show, CBT's Jim Fitzpatrick discusses why...
active listening

Study Shows Active Listening Leads to More Showroom Visits and Higher...

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Think of the last stellar customer experience you have had. What made it stand out to you? Did they seem like they genuinely cared...
marketing budget

Best Practices for Evaluating Your Dealership’s Ad Spend

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Marketing is critical to all businesses. The titans of industry spend billions of dollars on annual advertising. For example, the Coca-Cola Company. Coca-Cola, a...
Joseph Michelli

Increase Consumer Loyalty at Your Dealership with These 4 Customer Experience...

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On today’s show, we welcome back Joseph Michelli, customer service expert and New York Times best-selling author, to discuss how your dealership can develop a...
best price

How to Handle the “Best Price” Inquiry From Customers

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 In today's Tip of the Day, Mark Tewart gives you tips on how to handle the best price inquiry from customers. VIDEO TRANSCRIPTION: Today I want...
negotiate

How to Negotiate SMART!

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Car dealers rely on the F&I department to run big PVR with stellar customer service. The experience in the F&I office can have a lasting...
customer-centric

How to Become More Customer Centric at Your Dealership – Jim...

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The quality of your customer’s overall experience in the service department can have lasting consequences on your dealership; good or bad. In anticipation for...
Customer Trust

The Power of “Starting with Why,”: Four Ways to Strengthen Customer...

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Have you ever stopped to think about why customers choose to purchase a car with you? Do you know why your selling practices resonated...