Sales process design. It’s all about the steps in your process, combined with the best practices in each step. Next thing, quality marketing creation. Branding, consistency, messaging, and budget.

We all know the number one complaint from customers in the car business is: "The salesperson told me this... ", but do you know what the second one is? Sales staff, or management, not returning calls or emails to unhappy clients. Let's face it. Nobody likes to deal with heat, but ignoring it only makes it worse.

Let’s face it: everyone has flaws. Whether it’s things they are not good at, or personality traits that are a little annoying, everybody has something. If you’re one of those people who think they don’t have one, then that’s yours.

You spend hours selling the customer a vehicle. All the features and benefits. All the great things about this particular car, and now you have to tell them they can’t have it, but they can have this other great one! The question is, how do you do it right so you don’t blow up your deal?

After having worked for several decades in many dealerships in almost all positions, there is one type of salesperson I can say I greatly dislike. It also happens to be the one salesperson most dealerships are terrified to get rid of. The showroom bully who also happens to be the top salesperson, by a lot.

You may or may not realize it, but the majority of your deals likely hinge on how you treat the customer's trade-in. Many a deal have been blown up because a salesperson, or even a manager has failed to identify the trade as the key hot button in the deal.

This has to be one of my biggest pet peeves, managers that think that they either need to be best friends with the sales staff, or that somehow the sales staff exist just to be their personal entourage. You cannot be best friends and be a good manager, so pick one. I'm going to tell you a few stories about managers who had their priorities screwed up, and how it negatively impacted them, and the dealership.

Whether you’re a seasoned veteran or brand-new salesperson, here’s a little insight into customer psychology and the relationship between the work you do for a client, and their level of commitment to buy.

Not my job. The three most hated words by employers because they say so much. If you’re that person who has uttered those words once or twice, then stay tuned and find out just what your employer, or manager, thinks when they hear it.

It’s time for a little self-reflection. In sales, like the jungle, the rule is, “the hungry eat”. Sometimes you have to ask yourself: are you really seeking out success or are you waiting for someone to bring it to you?

I have worked with literally thousands of great salespeople. Some move on to management, and some do not. Some consistently top performers never get the opportunity to be a sales manager. Did you ever wonder why?

In this video, we’re going to talk about respect, and if you’re a sales manager or you plan to be a sales manager one day, you’ll probably want to watch the rest of this video. 

Not my job. The three most hated words by employers because they say so much. If you’re that person who has uttered those words once or twice, then stay tuned and find out just what your employer, or manager, thinks when they hear it.

Car dealerships have all different kinds of management types. New Car Managers. Used Car Managers. Finance Managers. Business Development Managers. Fleet Managers. You name it, there’s a manager for it.

I’m going to tell you the stories of two appointments, both for a used car on a new car dealership's lot. See if one of them sounds familiar and figure out which one likely has the better outcome.

Yes, comparing closing a deal to throwing someone off a cliff is a bit of a dark analogy but believe me, carrying out a plan to throw someone off a cliff is a lot like closing a deal. There’s an easy way, and a hard way.

There are some mistakes that just happen again and again when it comes to used car acquisition.

One of the biggest mistakes a salesperson, or a dealership for that matter, can make is to make a bad decision based on short-term thinking and do something intentionally that creates an unhappy customer or even worse, a liability for the company. Sometimes they can’t help it, it’s just in their nature.