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Mike Haeg

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Mike’s company produces the Car Wars automotive call-tracking program. He loves fusing technology with people to help dealerships “own the phone.”
caller

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...
phone

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...
Puente Hills Ford

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...
millennials

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...
managers

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...
appointment

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...
rapport

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...
customer recognition

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...
phone experience

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

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...
features

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...
NO

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...
customer experiencevideo

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...
qualified buyervideo

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...
septembervideo

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,...