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''The reason women become so successful is we're interested in treating women right when they come in. I don't mean to sound stereotypical, but women have so much more empathy for customers.''

Kitty Van Bortel, owner of Van Bortel Subaru and Van Bortel Ford (source: New York Times). Van Bortel Subaru averages around $ 43 million in sales and has been ranked the top-selling franchise of Subaru America for three years straight.

Realizing that most car shopping begins online, well before contacting a sales professional the dealerships do everything possible to generate showroom traffic.  Once in the store the sales team does everything to make sure the prospect leaves as a new customer!

Your delivery coordinator is the resource who will help your customers through the delivery process, impacting your CSI scores tremendously. This person will work hand in hand with customers to make sure they leave completely satisfied.  In some cases they can be the only face to face contact they have throughout the entire car buying process. It’s important to make sure that the last impression a customer receives is positive and long lasting. Here are three reasons delivery coordinators effect CSI and how they can create a positive experience for your customers.

1. The “We-Owe” Process: Some dealers also call it “PDI” or a “Get Ready” item. But when your customer is looking for a full tank of gas or for you to fix that ding in the driver side door; it’s simply customer satisfaction. And, before the delivery coordinator hands them the keys they should make sure it’s done. Many rely on a paper based system to communicate the “We-Owe”. But all too easily the paper is lost. To help your delivery coordinator stay on top of this process many dealerships are now investing in an electronic “We-Owe” system. While the customer is still with the sales person these request can be submitted electronically and all parties are conveniently notified by email. This way they never miss this important step in customer service.

*updated 12/20/2021

Everyone remembers the famous line from the movie Boiler Room, "Always be closing." Sounds good in theory—is it practical? You have to be creative as a dealership and use practical knowledge to improve your sales closing ratio. Here are five car sales tips to help with closing a deal. The following clever ideas are simple and easy to apply to increase vehicle sales and improve your car sales technique!

Back in my home country of Jamaica, at certain times of the year the caterpillars would go through the evolution process where they would conceal themselves in cocoons to be transformed into beautiful butterflies. During the final stage of this process, they would break the tip of the cocoon and squeeze themselves through a tiny hole and fly away. One year my friends and I found some dead on the ground because they were not able to pull themselves out of their shells. So, in our misguided attempt to help those we saw struggling, we made the holes larger to make it easier for them to get out. What we did not realize is that by squeezing themselves through the tiny hole, it removes fluid from their wings, which is the critical last step in their development process and necessary for them to fly. By us intervening, we condemned all those that we helped by stopping their development and they became food for the ants.

Young people are excited about accessories and car brands are taking note. Hyundai Motor America announced they would be rolling out about 30 accessories on their models, starting with the Veloster. Usually, each model only has about 12 to 15 accessories.

Cars like the Veloster, and the Hyundai Elantra coupe, have strong appeal to the younger generation who are intrigued with personalization.  Hyundai offers Veloster body graphics, interior lighting kits, bigger stereos, and more.

Take note of Hyundai and make sure you have a nice lineup of OEM accessories that appeal to the younger generation.  Here are ten car accessories that are popular among the younger generation.

Microsoft and West Coast Customs know what people fantasize about--how about your dealership? Today’s car enthusiast get excited about three things; cars, technology, and customization via accessories. A few years back, Project Detroit was created to appeal to consumer's love of personalization. Project Detroit is a fantasy 2012 Ford Mustang retro fitted with a 67’ Mustang  Fastback body. (One of the most popular Mustangs manufactured)  The car is loaded with Microsoft technology like the Xbox 360, Windows Phone and a Viper SmartStart app that can start the car using the phone. It’s not just a Gen yers dream but the body style appeals to an older generation as well!

In order to promote products and services in the dealership, many dealers invest heavily in elaborate displays like a kiosk.  In theory, it's cool. It probably even looks good sitting in your showroom--but as a stand-alone display, it lacks the valuable influence of a trained salesperson.

A couple of years ago, Chicago was riddled with potholes through a long winter.  After seeing customer after customer come in with blown tires and bent wheels we saw an opportunity-- and not just for the parts and service department. We saw an opportunity to better serve our customers.

So, you think you are a good General Sales Manager?  Numbers are up, you have an excellent sales record and your sales team is great. What else can you do? You may be thinking " what more could your dealership ask for?" Consider what it takes to go from good to greatness in the way of profitable car sales. As a GSM or SM that wants to achieve greatness, you have to embrace new technology and tools that help you do your job better. Here are two examples of a GSM and SM who have done just that and, as a result, increased their ROI to the dealership. Want to do the same? Read further.