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Any dealership can slap together an accessory program, hand out a brochure, and dangle a carrot in front of their sale staff. More than likely, you can sell a few things with this approach. There’s no doubt, after all, that people are buying accessories: simply offering the product will produce a few bucks.

Dealerships that are building million-dollar personalization profit centers in the showroom know that vehicle personalization is an art form and requires careful attention to detail. Success in selling accessories takes a carefully constructed process, which varies by things like brand and store size, to name a few. As more and more dealerships across the nation tap into the multi-billion-dollar industry of automotive accessories, the necessity of shepherding in the process climbs in demand.

Automotive industry professionals all over the country can finally breathe a sigh of relief. The myth has been debunked--millennials’ supposed disdain for cars isn’t shutting down the industry as we know it.

Every salesman and automotive manager knows the fickle beast that is the Customer Satisfaction Index. Is there any way to communicate to a customer the absolute necessity of top scores without begging? Being at the mercy of the average person who doesn’t understand the detriment of scoring a 7 or an 8, perfect CSI scores can seem like a unicorn.

Is the We-Owe what it’s really all about? Sometimes buying a car can feel like the Hokey Pokey, but the We-Owe is what it’s all about. This one document is an invaluable part of the car-buying process.

History of the We-Owe

The “due bill” (We-Owe) originated from a need to protect both dealerships and customers from making false claims on a car sale. We-Owes date back to the beginning of the dealership world, when the industry had a less savory reputation for swindling people out of their hard-earned money. The ‘We-Owe’ process is fluid; there is no one-way to satisfy the laws.

According to Autotrader.com 1 in 4 women find buying a new car stressful. When asked why many women cite three main reasons that the car-buying experience doesn't appeal to them. Identifying these stressors in your dealership and working to change the environment will help you create a welcoming atmosphere for your female customers.

''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.

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!

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.

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.