Automotive Sales and Service Best Practices

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  • View profile for Todd Caputo

    President @ Todd Caputo Consulting | Automotive Retail and Wholesale Expert

    9,541 followers

    The Hallmarks of Excellence in Automotive Sales In my 30-year journey through the automotive industry, from the dealership floor to consulting, I’ve witnessed firsthand what distinguishes the best sales consultants. Here’s what they consistently do: 1. Plan Ahead: They meticulously plan their day the night before, ensuring a purposeful start with no time wasted on indecision. 2. Early Engagement: Arriving early, they greet their team and check new inventory and trades, staying informed and ready to share the latest with customers. 3. Commit to Learning: Every day, they dedicate time to product and skill training, through online courses, certifications, reading, or role-playing, keeping their edge sharp. 4. Maintain Contact: They proactively reach out to customers and prospects with updates and greetings, using calls, holiday cards, emails, text messages, birthday wishes, and social media to strengthen relationships. They always update the CRM when contact is made. 5. Focus on Families: By updating information on all household vehicles and planning follow-ups, they position themselves as all-around family advisors. 6. Network Relentlessly: They distribute business cards daily outside the dealership, offering help and advice beyond just selling cars. 7. Engage in the Service Lane: They use service lane time to meet current customers, introducing them to new models and identifying sales opportunities. 8. Promote the Dealership: They share the dealership’s history and their reasons for choosing it, speaking positively about their workplace and colleagues. 9. Follow the Process: They adhere to the dealership’s sales process, valuing its structure and efficiency. 10. Exude Urgency: With a natural sense of urgency, competitive spirit, and positivity, they drive themselves and inspire others. 11. Associate with Achievers: They surround themselves with other high performers, fostering a culture of success. 12. Seek Feedback: They insist on regular feedback sessions to refine their techniques and strategies. 13. Have a Backup Plan: Always prepared, they have alternative options ready to keep the customer engaged. 14. Involve Managers: They ensure managers are part of the process, leveraging their authority to strengthen deals. 15. Invest in Self-Marketing: They reinvest a portion of their earnings into personal marketing to enhance their brand. 16. Leverage Social Media: They use platforms like Facebook, Tik-Tok, Twitter, LinkedIn, and dealer-specific tools to stay in front of the public, constantly engaging and building their online presence. 17. Become Community Pillars: By taking on roles in the community, they build trust and familiarity, making them the go-to for automotive advice. Success in automotive sales isn’t about a quick sale or huge gross; it’s the result of consistent, customer-focused actions.

  • View profile for Bryan Byler

    CRO @ Aptitude 8, HubSpot Elite Partner | ex-HubSpot | Servant Leader | Super Dad | Growth Architect 🏗️

    14,661 followers

    Had lunch with an old friend over the weekend. A former Software Developer, he is now the GM of a successful Jaguar Land Rover India dealership. It was interesting to hear how he uses data to improve sales outcomes. When he switched careers, being a "data guy", he quickly realized that the automotive business has a TON of data that they are not using at all. Further, he felt strongly that they were relying on the WRONG data. His thesis was that using ACTUAL customer data, collected live from real humans, was way more valuable than what the industry pundits and profiteers in the back office were telling him to rely on. He started by having his Sales Team record the first 3 questions that anyone who came to the dealership asked, jot them on a clipboard and aggregate The top 3 questions in the first 2 months: "How cold does the A/C blow"? "What trims does this come in"? "What's the best price you can do?" He built answers to all 3 questions directly into his sales playbook. Here is how he did it: 1. Before anyone went for a test drive he would go start the vehicle, turn the A/C on full blast so that when people got into the car, it was already cold. So they would say "Wow, that A/C really blows great. This will be great in the summer. (Dealership is in a hot climate) 2. The Reps would mention as they walked out to the car, "this vehicle comes in three trims, I'm gonna show the base trim and go up from there. You will get to see all three available trims today. Does that work for you?" 3. The Reps would close with, "If you like this model or any of the trims you see you today, then we can go back to my desk and work together to get you the best possible price for that vehicle" Easy, right? The results were remarkable. These small changes lead to customers asking less questions, asking different questions, and a 12% increase in new vehicle sales by month 3. He has since continued to iterate on this model and they are now one of the top producing Land Rover dealerships in the United States as a result. Listen to your customers. Incorporate those learnings into your business processes. #customerexperience #data #problemsolving #automotive #sales

  • View profile for Corey Smith

    National Fixed Operations Training Director for APCO Holdings, LLC

    8,992 followers

    🚀 **Empower Your Service Advisors: The Key to Future-Proofing Your Dealership** 🚀   In an era where the automotive industry is on the cusp of transformative changes, the role of service advisors is becoming more crucial than ever. As a consultant and training professional at EasyCare, part of APCO Holdings, I've seen firsthand how investing in service training can significantly impact dealership success. Here's why:   1. Technological Evolution: With vehicles becoming increasingly complex due to advancements in technology and the rise of electric vehicles, the demand for knowledgeable service advisors is skyrocketing. Training equips advisors with the expertise to handle sophisticated queries and challenges, enhancing customer trust and satisfaction.   2. Customer Retention: Statistics show that a 5% increase in customer retention can boost profits by 25% to 95%. Trained service advisors excel in customer engagement, turning service visits into lasting relationships and repeat business.   3. Efficiency and Revenue: Well-trained service advisors are adept at identifying customer needs and upselling services appropriately, which can increase service department revenue by up to 15%. Their efficiency also reduces turnaround times, improving overall service capacity.   4. Adapting to Change: The next 5-10 years will bring significant shifts in automotive technology and customer expectations. Dealerships that invest in training now will be well-equipped to navigate these changes, ensuring long-term business resilience and growth.   EasyCare (an APCO Holdings brand) we know that Investing in service training is not just about enhancing skills; it's about securing your dealership's future in an ever-evolving industry. Let's prepare your team to lead with confidence, knowledge, and excellence.   #AutomotiveIndustry #ServiceTraining #CustomerSatisfaction #FutureProofYourBusiness

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