Customer Experience

Every dealer knows it costs hundreds of dollars just to make the phone ring, but integrating a CRM to your sales calls can help your dealerships capitalize on those selling opportunities in a more efficient way. Joining CBT's Jim Fitzpatrick is Mike Haeg, Vice President...

Success in your service department relies heavily on teamwork. No single member of the team can perform all of the tasks necessary for a successful customer experience. There are too many moving parts. The customer service experience begins with service advisors greeting the customer and...

Though it might still feel like summer where you live, winter is indeed on its way. With it comes all kinds of challenges for car owners. The proactive dealership is one that’s looking ahead and thinking about how they can mitigate these challenges, offering...

Do you remember the last time a potential car buyer came into your dealership and left empty-handed? What was the response of your team? Were they not ready to buy? Was their customer experience lacking? There are many reasons why this could have occurred,...

The best salespeople in any industry have something in common: They get to know you first. They don’t ask you, “What are you interested in buying?” when you walk in the door. It doesn’t matter whether they’re trying to sell you a car, a...

A/N: For cohesiveness, it’s recommended that you read the first part of this two-parter article. After you are sure that you need to revamp your website, it might be difficult to figure out how to work with your designer and content creators to create the...

When it comes to customer retention, servicing is one of the primary tools dealerships can use to keep customers coming back after they have purchased their vehicle. However, it is not always easy to engage customers in the repair and maintenance process. According to...

No one’s perfect. No matter how well you run your dealership, there likely will be some customer complaints. That said, just because you’re bound to get some complaints doesn’t mean you can’t avoid most complaints. Here are five common complaints customers have regarding dealerships...

Have you ever stopped to think about why customers choose to purchase a car with you? Do you know why your selling practices resonated more with them than another dealership down the street? Other than the pricing, car itself, and the personality of the...

In the current competitive auto market, having an online presence is a must. Before they even set foot in your door, chances are the majority of your customers will have checked you out online. Websites and social media function as extensions of your dealerships....