Mike Haeg
Use These 6 Tips to Treat Every Caller Like Royalty
Here’s a simple, but important truth: Your customer service experience starts the moment someone picks up the phone and dials your dealership. Sure, they...
Four Fundamentals To Help You Survive and Thrive Even With Constant Staff Turnover
The Industry Plague
While I can’t promise you lower staff turnover, I know this much is true: departing sales agents often take a healthy book...
How Puente Hills Ford Achieved #1 CSI Score in Southern California
“I just got out of a meeting pumping up my guys for you and I’s interview. It’s all about pumping the guys up because...
The ABCs of Selling to Millennials
Millennials. They turn to their phone for everything: ordering groceries, snapping selfies, booking reservations, Instagramming avocado toast, and stalking exes. It’s no surprise that...
3 Ways Managers and Execs Can Up Their Accountability and Involvement
Operational policies. Staffing. Pricing. Marketing decisions. Customer relations. Vendor partnerships. For group senior managers or executives, there are a million things you must manage...
Turning a Phone Call Into an Appointment
It’s no secret that your dealership’s location can pose challenges to running an effective sales process. Situated in congested Chicago, the Berman Infiniti of...
5 Ways to Build Rapport Over the Phone
Smart dealers constantly look to improve show rates and closing percentages -- website redesigns, huge direct mail campaigns, big gorillas on the roof and...
The Importance of Customer Recognition in Making the Sale
The trendy term in the automotive industry for the past five years has been big data. It’s everywhere -- from car wifi to oil...
How to Book More Appointments
Dealers lose the majority of their hottest leads within the first 15 seconds of each call. The culprit? Poor phone routing. It’s a common misconception...
Phone calls: the good, the bad, and the exceptional
Competition is heating up. Shoppers are more informed than ever. Margins are shrinking. Amid the challenges and chaos of a modern dealership, one thing remains...
The Importance of Showing Customers All The New Car Features
Though it might be one of the most poorly performed and neglected parts of the vehicle sales process, performing a good vehicle walk-around is...
Why you want customers to tell you NO in the Service Drive
Something you’ve probably noticed in your Service Drive; Customers almost never come out and say, “Please upsell me.” What’s more, your clients don’t even...
Disrupt the Competition by Creating a More Convenient Customer Experience – Shep Hyken, NYT...
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...
Assumptive Selling: Treat Every Up as a Qualified Buyer – Steve Stauning
Every dealer wants to see their sales improve without having to spend more money on generating new leads, and that means making the most...
Auto Sales Down Slightly; September’s Winners and Losers – Jeremy Acevedo, Edmunds
On today's edition of CBT News, Jim Fitzpatrick chats with Jeremy Acevedo, Manager of Industry Analysis at Edmunds, to discuss the winners and losers...
Phone-Ups That Lead to a Sale
On today's episode of Straight Talk, David Lewis talks about phone-ups and gives some powerful tips for turning an incoming customer call into a...
Do You Have Your “E’s” Turned Up Today?
Do you have your "E's" turned up today? Bring your enthusiasm, excitement, energy and experience into the dealership and watch what happens. Hear how...
Goals, Health, Wellness, and Achievement (Part 2)
In part two of his three-part series on goals, health, wellness, and peak performance in the new year, Cory Mosley invites Delatorro McNeal, CEO...
How Visuals Can Increase Sales in Your Dealership
On this week's episode of F&I Today, Becky Chernek goes over the importance of visuals in your presentation and how you can use video,...
