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AutoSuccess Sep04
1.
2. In creasfitss in
e
• Sales & Pro ction
•C ustomer Satisfa
• Processes
& Stability
SALES MANAGER FORUM:
Motivating your Sales Team to
Higher Profitability
Taught By James A. Ziegler
Atlanta, GA . . . .Oct. 5 - 6, 2004
Las Vegas, NV . .Oct. 7 - 8, 2004
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Atlanta, GA . . . .Dec. 16 - 17, 2004
THE COMPLETE
F&I MENU SELLING
Present 100% of your products
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Taught By Mike Lee
Sponsored By James A. Ziegler “Stop r consulta
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Atlanta, GA . . . .Oct. 12-14, 2004
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th n
nd trainers wi
Las Vegas, NV . .Dec. 7 - 9, 2004
riff In Town
Dates and locations subject to change a
There’s A New She
10 0-726-05
For more information: 1-80
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3. Friday, 9:10pm
When your lender’s closed for the night,
Chrysler Financial’s on call. With Chrysler Financial, what you get is a
relationship. One that includes personalized,
attentive, one-to-one service that represents
our dedication to your automotive finance
needs. To learn more about our commitment
to your increased profitability and success,
contact your Dealer Relations Manager.
Forty years of finance.
Forty years of relationships.
F i n a n c i n g yo u r i nve s t m e n t .
A member of the DaimlerChrysler Services Group
5. Belinda Wortherspoon,
Wolfington Group Call Center Operator
THE BEST KEPT SECRET IN THE
AUTOMOTIVE INDUSTRY!
ASK YOUR 20 GROUP!
toll free 800.331.9361
McLaughlin Chevrolet, Inc.
741 Temple St., PO Box 230
Whitman, MA 02382
MCLAUGHLIN Phone: 781.447.4401
Fax: 781.447.3614
Toll Free: 800.649.4401
C H E V R O L E T
In reference to Harry Wolfington and his entire staff at the Wolfington Group, I would just like to say that it is always
a great pleasure to work with them. Their honest and professional approach is very refreshing. Everyone from the
group leader to the lot attendant is very polite, friendly and knowledgeable at their individual jobs.
More importantly, the customers could not be happier. The entire atmosphere they create just continues to enliven the
customers and the purchasing atmosphere. We are consistently amazed at how happy our customers are and how they
are rushing home to bring their friends and relatives or even coming back with their second car to trade that one too.
The Wolfington staff is very concerned with the customer and the CSI. Our CSI has certainly not suffered as a result
of these sales. All weekend long the customers are amazed at the professionalism of the staff.
The staff is set up for all possible customers, whether the best credit scores or the least, they will continue to strive for
every possible sale and every possible source of income. The incomes are evenly spread between front and back end
and are considerably better than our average deals.
I look forward to our next sale, as does my staff. We all work long hours, but the time passes quickly.
If anyone has any questions, I would be pleased to discuss them at any time.
Paul McLaughlin, Dealer Principal
6. ADVERTISEMENT
Differentiate Your Dealership for Success & Greater Profitablity!
In today’s ever increasingly competitive automobile market, dealers need to separate themselves from the competition.
Customers are better educated on the true manufacturers invoice, available rebates, dealer holdback, and other once
sacred information due mainly to the internet and private buying services. Furthermore, nearly 70% of all new
customers are having their vehicles serviced at non-dealer service facilities. To remain competitive and profitable, it is
imperative to look “outside the box”!
A dealership that has done this successfully is Lustine Toyota/Dodge/Scion in Woodbridge, Virginia. A little over
a year ago, Lustine began to offer Auto4Life, a Lifetime Powertrain Service Contract/Warranty provided on every
vehicle. “The results have been amazing” quotes General Manager, Jim Giddings. “We have always wanted to
separate our dealership from the competition and Auto4Life has definitely given us a huge advantage.” After only three
or four months of promotion on both the radio and in print advertising, the results began to show-and in a big way.
Auto4Life is a product that truly allows dealers to generate more floor traffic. It’s not a gimmick or a fad. It’s a proven
value added customer friendly product that creates a sense of security among a dealership’s cliental. “After customers
started hearing about Auto4Life at our store, the numbers started to increase,” says Giddings. Lustine increased
their year over year sales by 26% - and their service retention nearly tripled! “Tripling your service retention
may seem great, but it also brings with it some challenges. We were not prepared for the huge increase in service.
The vast number of clients coming back was a challenge with scheduling…a good problem to have” notes Giddings.
Mr. Giddings states that the customer readily accepts the fact that they must return to the selling dealer for all of their
routine maintenance in order for the Powertrain Service Contract to be valid. The F & I department has been selling
Pre-Scheduled Maintenance at a 60% customer acceptance level and this has created an interesting growth/focus area
for his service department. The initial result was a drop in the average RO figure, but with a little ingenuity the average
RO bounced back due to the implementation of up selling training in the service department. And the more costly
service intervals at 15K, 30K and 45K come more frequent because the customer was now “trained” to bring their car
to the dealership for all service work.
Asked to summarize his experience with Auto4Life Giddings replied, “The statistics are great, but the most important
aspect of Auto4Life is that it truly gives our salespeople a differentiator. This helps us sell more cars and most
importantly hold more gross profit! It is truly a win – win for the dealership and the customer.”
For more information on Auto4Life, please call 800.668.5603 or visit www.Auto4Life.com
7.
8. sts ms ls fis lr
RussDarrow
leadership solution
America Must Have
Strong, Principled Leadership
This November, While lower taxes are critical to our The third leg of the stool that President Bush
dealers across America economic recovery the further well being and the Republican leaders in Congress
have a tremendous of our industry rests on the ability of our have proposed is the need for some serious
opportunity to make leaders to protect our country from future and meaningful tort reform. This would
a real difference terrorist attacks. go a long way to decrease the number of
on behalf of our frivolous lawsuits that drive up the costs of
employees, our customers and our families. President Bush and the Republican leadership healthcare premiums.
in congress have done this. Shortly after the
We have the opportunity to support, and attacks of 9/11, President Bush and the It is imperative that you, and your
vote for, Republican candidates who share Republicans in Congress passed the U.S. employees, join in the fight to re-elect the
our common philosophy of the need for Patriot Act and created the Department of President and Republican candidates across
a strong national defense, lower taxes, Homeland Security that provided our law the nation.
affordable healthcare and tort reform. enforcement officials with the necessary
tools to fight the War on Terror. By volunteering three to five hours a
Under President Bush’s leadership, week you and your employees can play an
Republican candidates across the nation We must remain vigilant. The future of our integral role to ensure that our industry and
have demonstrated their commitment country, the future of our economy and the our businesses continue to prosper under
to these beliefs and willingness to do future of our industry rest on our ability to President Bush’s leadership.
everything in their power to further improve re-elect these leaders.
our economy to allow our industry and our In fact, that is why I decided to run for the
businesses to flourish. While I have focused on issues of importance United States Senate here in Wisconsin.
to our industry as a whole, as employers, I was tired of politics as usual and
America must have strong, principled we know that satisfied employees are wanted to use my 38 years of knowledge
leadership capable of defending our freedom the key to our individual success. From and experience to serve the people of
while protecting our way of life. personal experience, I know that a satisfied Wisconsin. I wanted to make sure that our
workforce has been the key to my ability to kids and grandkids have the same types of
Soon after President Bush took office he grow my business from eight employees to opportunities that we have had to live the
was forced to endure the perfect economic over 1,000. American Dream.
storm. The dot.com bubble burst, corporate
corruption and our country was attacked. Doing this takes work and takes some help While I still need the support, and votes
from the federal government. Specifically, from the people of Wisconsin to get through
In response, President Bush signed into as it relates to our ability, as employers, to the September 14, Republican Primary
law the largest tax cuts in our nations provide healthcare benefits for our employees. election, I am looking to join President Bush
history, sweeping legislative reform In the recent years, soaring healthcare costs on the ballot in November 2.
aimed at curbing corporate corruption and have made this very difficult.
demonstrated the courage and conviction to Together, we can make a difference for our
stand up to the terrorist threat that threatened While this problem will not be corrected industry, our businesses, our families and
our way of life. overnight, there are some simple steps that our customers, but you have to take the first
will go a long way to helping curb these step. You have to get involved.
As a result, our country has not endured costs.
another attack, unemployment is down, To find out more about how you can get
our stock market has come back and retail President Bush and the Republican leaders involved in the President’s campaign I
traffic has continued to grow. in Congress have proposed increasing the encourage you to visit the President’s
size of Health Savings accounts to allow website at www.GeorgeWBush.com, or
Tax cuts help to stimulate the economy our employees to take pre-tax dollars and if you live in Wisconsin I encourage you
and create more jobs. High taxes are job make their own decisions with regards to to get involved in my race for the U.S.
killers. Our industry was one of the first the care that they receive. These portable Senate. To discover how, visit our website
to experience this economic recovery. In accounts will help to put more choice and at www.TheRightRuss.com.
my own business, we currently have five competition into the equation that will result
construction projects underway as a result in decreasing costs. I hope you will accept this challenge and
of these tax cuts. Those projects help to work to further our industry by supporting
create jobs and those jobs help the working President Bush has also proposed creating President Bush’s re-election and Republican
families of America to live better lives. Associated Health Plans that would allow candidates across the country.
groups of small businesses to pool their
It is critical that we re-elect President Bush risk and their resources to improve their
and send more Republican legislators back to purchasing power. These plans would allow Russ Darrow is the Chairman and CEO
the United States House of Representatives dealers to cross state lines and join with of Russ Darrow Group, Inc. He can be
and the United States Senate to continue the others with the end result being coverage contacted at 800.723.2135, or by email
fight to further cut taxes. for their employees. at rdarrow@autosuccess.biz.
8 subscribe today at www.autosuccess.biz
9. sts ms ls fis lr
ZigZiglar
sales and training solution
There’s Magic in Enthusiasm
Nothing great ever it’s giving enthusiasm a bad name. The to invest and improve in those areas that
happens without origin of enthusiasm comes from the Greek will assist you in performing your sales
enthusiasm. root words en theos. This means “the god activities more effectively. Once you
within.” This powerful word is really an develop those skills, you will act more
Enthusiasm is the internal feeling. There is the power of the confident and more enthusiastic.
difference between last four letters of enthusiasm: I Am Sold
competing and winning. Myself. With “God within you” and being Third, take ACTION! Remember, logic
sold on yourself, you are well on your way will not change an emotion, but action
When a word is overused, it can lose its to being enthusiastic. This leads you to an will. Successful people make a habit
power and its meaning. Enthusiasm can outward expression of inner feelings. When of taking action on those things that
be just that type of word. However, when this happens, you become a very effective unsuccessful people fail to do.
we study enthusiasm, we can capture its sales professional. Here is a magic formula
true meaning and therefore, re-capture its for leading a more enthusiastic life. When So, there you have the magic of enthusiasm:
power. Enthusiasm has nothing to do with you implement these action steps, you will Activate your motivators; Analyze what
jumping and shouting. That’s hysteria and feel the magic. you need to improve upon; and take Action.
First, ACTIVATE your motivators. Why Yes, you are absolutely correct. This
Successful people are you in the world of sales? Why are is certainly not magic. It gets back to
make a habit of
you making contacts, phone calls, and all following the steps necessary for success. I
those prospecting activities? Remember enthusiastically encourage you to “go get
taking action on what motivates you and activate those
motivators.
‘em today!”
those things that Second, ANALYZE what you need to Zig Ziglar is the Chairman of the Board
unsuccessful people do, or what you need to learn, in order of Ziglar Training Systems in Dallas, TX.
to become more successful. Realize that He can be contacted at 866.873.0026,
fail to do. you never graduate from selling, you need or by email at zziglar@autosuccess.biz.
september 2004 9
10. sts ms ls fis lr
JimAdams
sales and training solution
Put Yourself in Front of Three
to Five Opportunities Every Day
Take a look at five come back with follow up. Follow up every car the previous year. If you give them a
sources of business day until they buy or tell you to quit calling. reason to remember you by honoring your
and what can be done Why? Because 67 percent of the prospects commitments, they will buy from you.
to increase sales. you get back in the store within 72 hours
will buy. There are several great scripts to Facts to remember about owner follow up:
follow up showroom traffic. Email me and • 99 percent will buy more cars.
1. Fresh ups: I will send you examples of what we use. • 30 percent know someone that is in
A way a sales person can maximize walk in the market right now.
traffic is to be up mentally and physically. 3. Repeat owners: • 90 percent own more than one
Be ready for your opportunity. Do not This is your best source of business. vehicle.
get distracted by things that seem to be These customers like you. They bought a • 24/30 months is the average trade
important. Clear your mind and a part of vehicle from you. Every customer should cycle.
your day to get up. Every morning for 30 be contacted at least every 90 days by • 50 percent is the average closing
minutes, listen to CDs and tapes, read, role phone and at least every 60 days by mail ratio on a repeat owner, compared to
play and practice word tracks. Get ready and through a monthly newsletter, thank you 10 percent on a fresh up.
give every opportunity your best greeting, card, birthday card, etc. You should know
your best presentation and demonstration, how many drivers live in the home, how 4. Referrals:
and your best closing effort. This separates many vehicles they own and who will be Consider all the people that you meet on
the professionals from the average. in the market next. Thirty percent of your a daily basis. You meet people at the gas
customers know someone that is in the station, soccer game, bowling league, PTA
2. Follow Ups: market or they themselves are in the market meeting etc. Virtually everyone you meet
Remember 33 percent of your opportunities right now. Most customers can’t remember owns a vehicle. Thirty percent of them are
that leave the store without buying will the sales person’s name that sold them their in the market or know someone that is in the
market right now. Professional sales people
ask for referrals. It’s simple, if you ask just
10 people a day for a referral and only got
one, that would be seven referrals a week,
30 referrals a month or 365 referrals a year.
The average closing ratio on referrals is 50
percent. This means 15 sales per month and
180 sales per year. Make a commitment to
ask everyone you meet for a referral. Would
you ask everyone you meet for a referral if
you could make another 7.5 sales per month
and 90 sales per year? What would that
mean to your income? What would it mean
to your quality of life?
5. Phone ups:
Be ready and helpful. Clear your desk and
your mind. Your goal for a phone up is to
get them to come to your dealership. Create
desire and excitement about your product
and dealership. Focus on the customer.
Ask questions and listen. Make sure the
customer has your name and number. Set a
firm time to get together with the customer.
Opportunity generation is a daily activity.
Without it you are average or below. Build
your daily plan around how to put yourself
in front of three to five opportunities every
single day, no exceptions. Plan your work
and work your plan.
Jim Adams is the General Sales
Manager at Roper Kia in Joplin, MO. He
can be contacted at 800.905.0627, or
by email at jadams@autosuccess.biz.
10 visit us online at www.autosuccess.biz
12. BEST
PRACTICES
SUMMIT
The AutoSuccess Best Practices Summit tickets are now available.
Seating is limited and open to Dealers and Managers only. This event will
be held at the Venetian Hotel & Resort in Las Vegas, Thursday and Friday,
November 11 & 12, 2004. Early bird registration $495 per person through
Oct.15th 2004, and $695 after. Fully transferable, no refunds. To register,
please Þll out the following information and fax toll free: 866.665.7936, or
mail to AutoSuccess Magazine (address at bottom of page).
(Please Print)
NAME:
DEALERSHIP: TITLE:
ADDRESS:
CITY/STATE: ZIP:
PHONE: FAX:
EMAIL:
NUMBER OF ATTENDEES:
ARE YOU A PAID SUBSCRIBER TO AUTOSUCCESS? YES NO
METHOD OF PAYMENT: MC VISA AMEX CHECK
CARD NUMBER: EXP:
If you choose to pay with a check, please mail this form along with
your check to: AutoSuccess Magazine 756 South 1st Street, Suite 202
Louisville, Kentucky 40202. If you have provided us with your credit card
information, fax this form to the following number:
866.665.7936
13. sts ms ls fis lr
AdamDeGraide
leadership solution
Developing
W-Like Leadership
What does it mean Principles are the compass that you will
to truly be a leader? use to make sure that you are staying on the
A leader is someone right path as you seek to reach your vision
worth following, and mission on this earth. You can press all
emulating and giving of your decisions up against your principles
honor and respect to. and if it doesn’t line up to the principle
It has been my goal to continually and daily you just don’t do it. These principles take
develop the leadership abilities that I believe all of the guesswork out of the decision
God has given to me. It has been said “to making process. Defining your principles
whom much is given, much is required.” I will make the decision making process
have been blessed with many great people so much easier. Instead of trying to figure
within my organization and I am constantly things out as they come, think through them
reminded in my quiet times of the awesome before they arrive so you are better prepared
responsibility I have to lead and serve the to handle the potential difficult decisions
people put in my trust more effectively each when they arrive. A principle in my life
day. I owe it to them to be the best leader is that “I don’t know what I don’t know.”
I possibly can be and help them to become Therefore, as a leader I know my strengths
the best that they can be in return. and my weaknesses. As a result, I focus my
leadership activities on my strengths and
When I look at this comparatively to leading find others to fill in my weaknesses. That is
a country, especially the United States of exactly what the President’s cabinet is for.
America, I am at awe with President George
W. Bush’s unwavering leadership in the George W. Bush operates in his strengths
midst of difficult times and challenging and then fills in his weaknesses with others
situations. So often the temptation is there strengths. That is how a good team and a
to follow the popular idea and give up on great organization is built. Strong leaders
your principles. However, when I look at show their wisdom when understanding you are his cure
George W. Bush, whether you agree with that alone we are not as strong as we are
him politically or not, I can not help but together. There is a propensity as leaders
notice that he is focused, consistent and to try and do it all. When this happens we
relentless in his leading this country in the are not empowering those around us to step
direction that he believes it should be going. up and fill in the gaps. Delegation is the
He believes in fighting the war on terror, secret to having a healthy life and energized
before the terror reaches us. He believes in employees. A good barometer for how
lower taxes and the fact that we should keep well you are leading is how well you have Juvenile Diabetes
as much of our own money as possible. developed the other leaders around you and
affects millions
how well you have staffed your weaknesses. Mary Tyler Moore
George W. Bush also believes in strong The test of a true leader or anyone is in the International Chairman and causes long-
traditional families and strong small results that they achieve. term complications like blindness
businesses that have made this country great
and kidney failure. Not to mention
since the founding of our nation. When the Although George W. Bush is not perfect, he
family is strong, our community, companies, has been a great model of strong committed pain and worry no kid should have
states and our country is strong. When the and consistent leadership. It is a good to live with. But we’re closer than
family begins to breakdown so does life as lesson for all of us to learn. If we expect ever to a cure. Your help makes life-
we know it. With all of this being said how others to follow us it is important that we
can we as leaders develop more consistency are someone worth following and not just a saving research possible.
like George W. Bush? paper castle waiting to be blown down when Call 1.800.533.CURE or visit
the first storm arises. So thank you George www.jdrf.org.
It all begins and ends with strong principles W. Bush, for giving me a great example to
that guide our thoughts, actions, attitudes live up to. My prayer is that everyone, who
and choices. So many times we can be reads this article, will be challenged to take
tossed to and fro because we have failed to their leadership to the next level and to lead
think through our principles as leaders. For by example. Remember, “To whom much is
example, a principal of GeorgeW. Bush’s is given, much is required.”
your money is your money and you should
be able to keep more of it. That principal Adam DeGraide is an Owner of
guides his thoughts, actions, attitudes and BZResults.com. He can be contacted at
choices on legislation that will reduce 800.526.9804, or by email at
the tax burden on the American people. adegraide@autosuccess.biz.
september 2004 13
14. sts ms ls fis lr CarolMartin
leadership solution
Retention of Staff, Part II
Last month, we This means that the position requires being
graphed the job assertive or even aggressive, as would be
demands and the the case for a sales position.
work environment FREQUENCY
always
benchmarks in order
usually
to size up a potential
50/50
candidate for employment. The next step
sometimes
in both employee selection and employee
rarely
retention is to align the job and workplace 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8
benchmarks.
Work Demands Benchmark you may adjust the Workplace Realities
Aligning the vocational Workplace Realities Benchmark Benchmark in anticipation of the results of
and environmental benchmarks. But if the workplace is a conservative the realignment.
Here you may copy your job demands and highly service-oriented one, job and
benchmark and your workplace realities workplace Columns 1 are reversed. Here Once the benchmarks are aligned, you
benchmark results from last month. we see the most common and yet the most have a clear target of exactly what your
overlooked cause of employee turnover. dealership is looking for. Now that you
e
The Workplace Demands Benchmark has have a target profile you are ready for
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only one box checked and we do not want
Se
Se
In
recruiting and selection.
Fi
W
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A
to change the Work Demands Benchmark.
Therefore, we need to add one or more Six Steps to Selection.
boxes to Column 1 of the Workplace
1 2 3 4 5 6 7 8
Realities Benchmark to align the work and 1. Make a solemn commitment to
Job Demands
workplace benchmarks. never take the best of a bad lot. Wait,
and improve the pool of candidates to
We add boxes to the Workplace Realities get the best.
e
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Benchmark by using the suggestions
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Se
Se
In
Fi
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A
written in Column 1 of the Align Job and 2. Generate a list of viable candidates.
Workplace template (see chart below). Use language in your search that
reflects your target profile benchmark.
Align Job and Workplace template Sell service people on the stable
1 2 3 4 5 6 7 8
For example, to increase the Workplace benefits, training and security of their
Work Environment
Realities Benchmark Column 1, you need jobs; challenge the sales candidate
to do things such as “increase commissions, with words that say, “Show me!”
The two benchmarks should be similar, that make goals career relevant, create a
is, work and workplace columns should not competition, opportunity, challenge, a 3. When you have a clear target
differ by more than one box. If columns contest” to your work environment. benchmark and a commitment to
differ too much, turnover will result because excellence, you can confidently
either the employee will perform the work While the improvements to the workplace pre-screen someone’s telephone
well but not fit in with the workplace, or the may take some weeks or months to appear, style, cover letter, résumé and initial
employee will perform poorly while fitting
in with the workplace well. We need to
align the job and workplace benchmarks. WINNING SECURITY INFLUENCE ANALYSIS NIMBLE FIXED
It is possible but difficult to change job Increase Decrease Decrease Increase Increase Decrease
demands. A sales person must have commis- commission/ accountabil- speciÞc- frequency of sudden
initiative; we cannot drop that from the job sions, make incentive ity, decrease ity of goals, feed-back, or rapid
benchmark. Similarly, a bookkeeper must career goals pay. goal speciÞc- ensure boss provide change; boss
be detail-minded; detail-mindedness is relevant, Increase ity, engineer is tough, no- variety and should be a
fundamental to the 1bookkeeping job. create a beneÞts, in regular nonsence, change, Coach, team
competition, decrease stroking practical minimize goals pre-
Yet we need to change something when the opportunity, acrimony/ bureaucracy ferred, longer
demands of the job and the realities of the challenge, a confrontation time-tables
workplace are out of alignment. And what contest needed
we change are either the workplace realities
or the employee’s perception of workplace
realities.
Let’s take the example of three boxes of
Column 1 being filled in the job demands.
1 2 3 4 5 6
14 subscribe today at www.autosuccess.biz
15. continued
Make a solemn
commitment to
never take the best
YOU CAN TARGET PEOPLE IN THE
of a bad lot. Wait, MARKET FOR YOUR VEHICLES
and improve the RIGHT NOW!
pool of candidates
to get the best.
It only makes sense to work with a company
punctuality and appearance. that only charges you per car sold.
4. When you have a clear target
benchmark and a commitment to
excellence, interviewing takes on an
entirely new form. You know what you We bring serious buyers to your sales
are looking for.
because that’s how we get paid.
5. Conduct personality profiling,
references, and background checks.
6. The final step in selection is critical
to retention: orientation and training.
Our guarantee is you pay a flat fee for each
They need to be oriented into the
dealership and its culture. And all new car you sell.
hires need to be trained to do things
your way, regardless of experience.
Just as the first step to employee retention is
selection, the most critical step to employee
retention is management. And the most
critical element of individual management
is interpersonal communication - not just
Call now to cash in.
what we communicate, but the way in
which we communicate. Limited Dealers in Each Market.
800.668.5413
And that is the topic of the fourth and final
installment in this series.
Carol Martin is a Senior Consultant
with The Omnia Group. She can be
contacted at 800.601.3216, or by email
at cmartin@autosuccess.biz.
SELF-D EXCELLENCE
First 100 callers get first
Increase
employee
Increase
speciÞc-
three cars FREE!
autonomy, ity of goals,
increase increase
employee rules, struc-
decision- ture, control.
RESULTSGROUP
making au- Formal
thority, boss feedback,
is resource, “hands-on”
management manage- see Feature Solution on page 16
system is ment. Boss is
informal controller
7 8
september 2004 15
16. sts ms ls fis lr
GeorgeJackson
f&i solution
How to Get Sales and
F&I on the Same Team
Sales Department. are no deals pending before taking lunch department realizes its part in making the
Sales people can and that they are available for every other successful, everyone will benefit,
take detailed credit opportunity. They also should develop a especially the customer.
applications to help sense of urgency about a delivery.
with the lender George Jackson is the Director of
approval process. A A productive and cohesive relationship F&I Training for American Financial &
complete, thorough, and legible application between sales and F&I is essential to the Automotive Services, Inc. He can be
can help F&I to better communicate success of both departments. Policies contacted at 866.280.0301, or by email
with the lender and also save time in the and procedures are necessary. Once each at gjackson@autosuccess.biz.
approval process. It will also help the
customer receive a more favorable call
because there is more information available
on the vehicle and the customer.
All products
should be
DEALERS MUST BE
offered in a
professional and
ON TELEVISION!
legal manner. See why over 100 dealers nationwide have
F&I Managers should do their own
INCREASED SALES MORE THAN 30% IN
introduction so the only thing that a sales
person is responsible for is the timing of the
LESS THAN 90 DAYS WITH TELEVISION!
introduction. It should be done at the time
of the sale, because the sales person is the We produce nearly 4,000 commercials
first to know when a sale is made, it is his/ a year from our studios. We give you
her responsiblity to make sure the customer
unlimited, high quality television campaigns
gets a professional introduction to the F&I
Manager. and promotions FREE. With computerized
media buying technology, we buy television as
Another way sales people can help is to fill much as 30%-40% more effectively than any
out all paperwork properly and complete.
The process gets slowed down for everyone media buyer in the nation and give you
when F&I has to stop and track down a
sales person for a missing stock number,
UNLIMITED TV CAMPAIGNS
trade mileage, insurance verification, or AND PROMOTIONS!
something similar. This creates a bottleneck Call for a FREE demo tape and information.
in F&I for everyone, and it can be easily
avoided with some attention to detail.
F&I Department
Always be professional. A customer should
Larry John Wright, Inc.
never be offered products in a manner that
will generate revenue but lose the customer
in the process. All products should be
Automotive Advertising
offered in a professional and legal manner. “America’s Premier Automotive Advertising Agency”
Take specific steps to maintain high CSI
1-800-821-5068
ratings for F&I.
F&I mangers need 100 percent turnover to
convert cash and credit union customers.
F&I managers need to make sure there
18 www.autosuccess.biz
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18. sts ms ls fis lr
MichaelYork
sales and training solution
Ways to Become Uncommon
• Get excited, yourself to creative time and places. If you We should know when we are finished so
about something! search, you will find. It’s an ancient wisdom that we can celebrate and then begin a new
Excitement is an that has been proven over and over. project.
emotion that fires our
fuel and something • Use the law of inertia to your advantage. • Communication doesn’t prevent
we need to feel once That means “DO SOMETHING!” Get your miscommunication. Strive for
in a while. body in motion and it will remain in motion, understanding. By its very definition,
taking you in the direction of completing understanding prevents misunderstanding.
• Make time for life, not just work. Some any task no matter how difficult. Just begin, Keep it simple.
cliches are true, like the one about “all and the law works for you.
work and no play” making you dull. Life • Be uncommon by association. Ever
and work are much better when your tools • Embrace new technology. Learning, not notice how the people around you who
are sharp. just training will make your life easier and have nothing to do always seem to want to
better. do it with you? You will be known by the
• Experience isn’t everything. It’s good company you keep.
to a point, but change demands that we be • Become a continuous learner. Always be
better today than we were five or 10 years in the process of learning something that • Be Gracious, it becomes you.
ago. New procedures, tools and techniques improves your skills and makes you better.
are no better than the old ways if we Learning says, “If I really want, I can get • Do something impossible. The
don’t use them. And experience can’t be better today.” impossible is done every day. Light, flight,
something we refer to as how good we used and the four-minute mile were all said
to be. • Take a vacation. You’ll get better results, to be impossible. What radical dynamic
at home and at work, when you take the improvement are you working on?
• Become the CEO of YourLife, Inc. Give time to re-charge your battery and get a
value to all the divisions of YourLife, Inc. fresh mindset. Never sell your vacation • Life is short, love what you do. If you
including your family. How are things in time or let it expire. It’s worth more than don’t love what you do, do something else.
the personal recreation division, or the money...it’s your life. Or at least begin planning for the day when
continuous improvement division? Call it you can do something you love to do. The
balance or whatever you like but don’t miss • Be above playing politics. Don’t lie, common thing to do is just complain. Be
this part of life’s treasures. Once it passes pander, pout, put down or try to have the uncommon.
you by, there’s no getting it back. (And biggest something by making anyone else
regrets, or I’m sorry, or I wish is a poor look small. It’s temporary positioning and • Treat everyone with respect. Not with
memory to be left with.) does irreparable harm to your reputation respect for their job or position, but respect
among customers and co-workers. for them as a person. It will gain you much
• Take time to think, really think. Take more respect than you can ever give away.
quiet time and creative time. You could be • Treat all work as a project. Make
struck by the lightning of an idea. Expose everything have a beginning and an end. • How often does change happen? Right
now. Make sure it happens in you as often
as it’s happening around you. Embrace
change. Keep up the learning curve.
BEST • Leaders are wherever you find them.
PRACTICES They may be anywhere in an organization.
Some receptionists will make great leaders.
And some managers couldn’t make it as
a receptionist. Don’t say, “If I were a VP,
I’d make some changes around here.” Start
where you stand and make changes that
show your leadership qualities and abilities.
Someone might notice.
• Big is available so go get it!
The Venetian Resort Hotel Casino • Las Vegas, Nevada
Thursday & Friday • November 11 & 12 2004 Michael York is an Author and
Professional Speaker. He can be
For more information, please see pages 11 & 12 contacted at 800.668.5015, or by email
at myork@autosuccess.biz, or visit
www.MichaelYork.com.
20 successful solutions at www.autosuccess.biz
19. sts ms ls fis lr
FranMcAllister
leadership solution
Keep America Safe and Secure
Fighting terrorism Treasury. These sites are updated daily Information regarding the US Patriot Act
is the responsibility to ensure that the list always matches the and Executive Order 13224 is available
of all Americans, current list at the Department of Treasury. through the U.S. Treasury Department. Visit
now that terrorism their website at www.ustreas.gov.
has been brought to Keeping America safe and secure should
American soil. be a priority for all Americans. Complying Fran McAllister is the Vice President of
with Executive Order 13224 is a step in that Sales at Integra Systems. She can be
Executive Order 13224 is to reduce money direction. contacted at 800.668.3107, or by email
laundering and squash the flow of dollars to at fmcallister@autosuccess.biz.
anti-American organizations overseas. The
executive order required the Office of
Foreign Asset Control (OFAC) to make
available to financial institutions (which
includes car dealerships) a list of blocked
persons known as Specially Designated
Nationals (SDN). The order, among other
things, prohibits U.S. citizens and business
entities from entering into any transaction
or dealing with individuals or entities who
have been linked to terrorism and appear
on the list of blocked persons. This order
is designed to work in conjunction with the
US Patriot Act.
Some industries, such as banks, automobile
dealers, and insurance companies, have
increased exposure due to the nature of their
perspective businesses. Complying with the
regulation is not an option, it is mandatory
for every industry. There is no minimum
dollar threshold. The restrictions prohibit
dealers from entering into a contract with
a prohibited person for an oil change just
as they prohibit dealers from entering into
a contract with a prohibited person for the
purchase of a vehicle.
Penalties for non-compliance can be severe
and are twofold. Your dealership could be
responsible for criminal penalties which
can include fines from $50,000 to $10
million while imprisonment for individuals
can range from 10 to 30 years for willful
violations. Civil penalties can range from
$11,000 to $1 million for each violation and
can be applied to the owner of the company,
as well as any individual involved in the
transaction. These individuals could include
any employee of the company.
To find out who is on the terrorist list,
companies can visit subscription based sites
available on the web where name searches
can be performed. These sites maintain
the terrorist list, commonly known as the
Specially Designated Nationals (SDN)
list, directly from the U.S. Department of
september 2004 21
20. sts ms ls fis lr
SteveLandersJr.
marketing solution
LandersToyota.com New Website Generates
600 - 700 Leads a Month With a 18.2% Closing Rate
We initially got our market. We felt our needs were to find of our system has been the automation and
involved with the something that was comprehensive enough the ability to also personalize our messages
internet because to accelerate, teach, and grow our thinking easily. The automation is so robust we can
like many other into this ever growing part of our business. easily market to our customers by sending
dealerships it was It is our goal to ultimately have the website them mini commercials directly into their
trendy. We took all as the central communication device for inbox. This has increased our traffic to our
the steps necessary of having a good site all of the profit centers in our dealership. website dramatically. Plus, we are also
and having a person designated to oversee With this in mind we choose a company making LANDERSTOYOTA.COM a big
the daily needs. Our first strategy was very that had a proven track record of generating part of our traditional marketing as well
simple, have a site, answer the leads and results and when we finally launched our which has also helped in our increase of
hope to sell some vehicles. Our first website new site LANDERSTOYOTA.COM we traffic to our website.
was a Cobalt based site recommended by saw an immediate and dramatic increase
our manufacturer. It was a good site with in not only our leads but our closing ratio Our new website has many more functions
some good standard features, but it failed to as well. Our website is now providing that we’ve only begun to discover their
produce the extra sales we were looking for. 600 to 700 leads a month, with a closing potential. We will be able to allow
As a result, we began seeking out providers ratio of 18.2%. We believe both the our customers to track there vehicle
who not only sold websites but had a technology and the interactive features through service and make there service
clearly defined and well thought out system of LANDERSTOYOTA.COM keep the appointments by e-mail. In a nut shell,
that would help us attract more customers, customer on the site longer. This in- it’s our opinion that the Internet is very
sell more customers and ultimately turn increases the odds of them actually much like what finance departments were
automate a lot of processes to help us keep converting to an opportunity either via 15 years ago. We believe that our Internet
the customers we have. phone or email. Our new website has many department is in the same phase and
features that have quadrupled its results. growing each and every day. Those who
Our new website
Features like, virtual test drives, bulk e- embrace the Internet will be miles ahead
mail buzzmail campaigns, plus a myriad and will reap the rewards for being open
has many of value building multimedia pieces that
promote all of our profit centers. This helps
and aggressive towards this new market of
high profits, high volume and lower costs
more functions the website stay in front of the customer per sale. Visit LANDERSTOYOTA.COM
that we’ve during initial contact and post sale activities
and is helping us create customers for life.
and see for yourself.
only begun to
discover their
This new digital marketing system has
created enough excitement that people talk
potential. about it and they can even forward a virtual
test drive to a friend...right from their email
or our website. Our process for handling the Steve Landers Jr. is the Dealer Principal
After studying what some other dealers leads is continuing to improve and in only at Landers Toyota. He can be contacted
were doing around the country we our third month on this system we sold an at 800.723.2136, or by email at
recognized the huge opportunity we had in extra 71 cars through the Internet. A secret slanders@autosuccess.biz.
22 successful solutions at www.autosuccess.biz
21. sts ms ls fis lr
MarkTewart
leadership solution
Find Your Hidden Wealth
What is hidden explain what we do and how it’s better in
wealth? Hidden very specific terms that the customer cares
wealth is an unused, about? You can’t say you have a large
dormant or under inventory. It doesn’t mean anything. But
utilized part of your you can say you have 500 vehicles worth ten
business that contains million dollars in inventory and that no one
great value. All businesses have at least one comes close to your selection and because
hidden wealth. Even the best businesses in of that it takes the hassle out of shopping.
the world contain hidden wealth. The key is What ever you decide is your strong point,
to determine your hidden wealth and begin ask yourself this question, “Who cares?” If
to mine the potential gold that lies therein. you can’t tell your customer in a way that
benefits them, they won’t care.
All businesses are different. Each business
should require their leaders to conduct a
concerted effort of introspection and egoless But you can say
honesty to determine what their hidden you have 500
wealth may be. One way to begin is to
ask deeper and better questions about your vehicles worth ten
business than you ever have before. What million dollars in
is the story of your dealership? How is that
unique and more importantly, how does that
inventory and that
benefit the customer? no one comes close
Begin a journey to determine what your
to your selection
business does best. What does your and because of that
business do better than anyone else? Then it takes the hassle
out of shopping.
ask yourself these questions about that
one thing, “How”, “Why” and how can
I prove it to my customers in a way that
benefits and motivates them? Once you Some dealerships have a large database
determine the one thing that you do better of untapped business. Some dealerships
than anyone else, then ask your customers have a great location with many possible
why they think you do it best? See if what synergies with other local businesses that
you feel and they feel are the same. If your could be explored. Many dealerships have
business does something great but your community relationships that could be
customers don’t know, it won’t matter. If utilized. Many dealerships have talented
you customers don’t hold the same value in but untrained people. Many dealerships are
what you think you do great, it won’t matter. either sending the wrong or mixed message
Better questions lead to better answers and to the market or sending a good message
better businesses. to the wrong market or utilizing either the
wrong medium or not enough mediums to
Ask yourself, what do you have that others reach their market.
don’t have? What do you have that is better
than what others may have? Is your sales Each dealership has assets that contain vast
staff better? Is your service better? Is your riches if they can be explored and tapped.
location better? Is your inventory better? Is
your pricing structure better? Is your process
quicker? Is your facility better? When you
determine what you have that’s better, you
Mark Tewart is the President of Tewart
must ask yourself, why is that true? Enterprises. He can be contacted
at 866.429.6844, or by email at
You must also ask yourself, how can I mtewart@autosuccess.biz.
september 2004 23
22. profit solution ADVERTISEMENT
scott Scott Joseph
By joseph
Amazing marketing “tool” helps Dealers and
General Managers who use direct mail increase
their net profits 30% to 100%!
Are your direct gives you huge marketing advantages But J&L can, and J&L does. Our statistics
mail promotions over all your competitors. tell us that for the last 3.5 million pieces
producing of mail delivered, the Response Analysis
consistent and Now, you’ve heard the cliché… has helped our dealer clients sell an
improving Information is what? Right. Information average of 33 cars for every 10,000
results or are they falling short of your is power. If you could look back upon pieces of mail delivered!
expectations and declining with each the history of thousands of promotions,
promotion? Most dealers who use direct examine the mailing lists, read over the The Response Analysis is the most
mail are still searching for the elusive direct mail letters, track what worked, powerful marketing tool in automotive
combination that produced record- what didn’t, who bought, who didn’t, advertising today. Find out why
breaking results like their Þrst direct mail and why… would this be powerful J&L’s dealership response rates
promotion. information to you? have increased 72% in the last two
years. This combined with unequaled
The number one objection we hear when The reality is every direct mail promotion professionalism and customer support is
prospecting for new dealer clients is that produces both good and bad results. The why 94% of all J&L customers continue
direct mail doesn’t work anymore. When problem is being able to easily recognize their relationship with us for years.
we ask why most dealers say, “My market which is which. That problem is solved!
is saturated” or “It only attracts gift Now you can have all the information Just ask them for yourself. Rick
seekers” or “The people who respond are you need to ensure success at the touch of Hillman from Hollingsworth Mazda
not buyers.” a button. says, “J&L Marketing’s direct mail
program is the most cost-efÞcient form of
I agree with all these reasons because Imagine being able to know immediately advertising that I have seen in the thirty
if a direct mail promotion is not well which market areas produce results years that I’ve been in the car business.”
thought out from start to Þnish it will not that exceed your expectations and more
work. This brings up a question! And the importantly which ones to avoid. Simply Pat Fogerty from Classic Toyota says,
question is… asking the computer… “How do we “We have used J&L Marketing for years
generate more trafÞc and sell more cars?” because of their continual support and
How can you eliminate all the elements J&L’s proprietary Response Analysis excellent results. This is an invaluable
of a promotion that do not give you the System directs us toward those activities service.”
return on investment you need and at the that bring success, and away from those
same time improve on the aspects that that don’t. We reÞne the offers, prices, Billy Gordon from Patrick Chevrolet
produce exactly what you want? That’s strategies, locations, and even the days of says, “We have been running with J&L
the real question isn’t it? If you could the week that bring the highest return. Marketing for four years, and we can
invest advertising dollars only where attribute more sales to them than any
you see great results and eliminate what Our analysis allows us to produce ever- other form of advertising. J&L is the most
doesn’t work, how many more cars could increasing levels of success. Since professional company I’ve worked with
you sell? How much money would you the market is a lot smarter than we since I began in the car business 18 years ago.”
make? are, we don’t go by hunches, opinions,
or gut feelings about how to improve You too can start experiencing
I’ve invested a small fortune to develop performance. We rely solely on the consistent results from the most
the marketing “tool” that will provide numbers to tell us “where to from here.” professional marketing company
you the information that is necessary right now by contacting my ofÞce at
to produce the results you really want How can anyone make recommendations 866.856.6782 and asking for Lisa Wilson.
and could quite possibly increase your to you without the validation of facts, Or e-mail her at: lwilson@jandlmarket
sales with each promotion from this day statistics and numbers? How can anyone ing.com. As soon as you contact us we
forward. J&L Marketing is the only Þrm implement a growth strategy based will begin to create a growth strategy
with this unique capability. It allows us on hunches and guesses, rather than unique to your organization, producing
to research and analyze your promotions this powerful analysis program? It’s more proÞt, more volume, and more
from over 100 different perspectives and obvious…they can’t. satisÞed customers.
www.jandlmarketing.com
23.
24. sts ms ls fis lr
JerryTeplitz
leadership solution
Eliminate Common Headaches, Drug Free
This article will immune system. Shiatsu works very well on the middle. This is the line you will be
focus on the common headaches, quickly and without side effects. following. Start pressing at the middle
headache and what The following are step-by-step instructions of the forehead where the hairline
can be done to relieve on how to perform Shiatsu to eliminate begins. Apply a hard pressure with your
it, drug free. common headaches. thumb. Continue moving your thumb
back (at one-inch intervals) following
The answer is Shiatsu, an old Japanese finger These instructions are written for doing the the part and applying a hard pressure.
pressure technique. It is a safe and effective treatment on yourself. The instructions for Each point is an inch apart and press
treatment. You don’t have to leave your desk. doing it on someone else vary slightly. Sit in your thumbs towards each other. Your
It takes just 90 seconds to do and it will get a chair with your feet flat on the floor. Apply final point will be the hollow at the base
you immediately back to peak functioning. a hard, direct, and consistent pressure at each of the skull where the neck and spine
point for three seconds. If you feel pain, stop meet. It’s called the medulla oblongata.
Shiatsu is a 5,000-year-old Japanese healing pressing that point immediately and move on
technique that involves application of to the next point. During your next sequence, 2. At the crown or highest point of
pressure to certain points on your body. you may be able to tolerate more pressure your head, put your thumbs next to
Blockages in your internal flow are reflected at that same pain spot by pressing softer each other and apply pressure. Follow
externally as discomfort, soreness, stress, at first and then gradually press harder. In an imaginary line down from the crown
insomnia, fatigue and many other symptoms, many cases the pain will have disappeared. to the temples which is right in front
including headaches. A Shiatsu massage is If the headache persists after following these of your ears. Finish by pressing three
done by applying a hard steady pressure to treatments, consult your physician. seconds at your temples.
the point on which you are pressing. Regular
Shiatsu massage therapy helps relaxation, Do each step in the listed sequence: 3. With your thumbs, find the back
improves circulation, and strengthens the 1. Imagine you parted your hair in middle of the earlobe on both sides of
your head and move in about one and
a half to two inches toward the back
center of your head where the medulla
oblongata is located. Press toward the
front of your body for three seconds.
Move both thumbs halfway in towards
the medulla and press your thumbs on
both sides toward the front of your
body. Now press one thumb in the
can help you achieve at least
medulla.
50% additional trafÞc into
your dealership 4. Drop straight down a half-inch
from the medulla and place a thumb
Would you like us to coordinate and execute a on each side of the spinal column.
successful promotional campaign that increases Pressing toward the front of the body,
ßoor room trafÞc and ultimately increases sales? drop down an inch each time until you
come to where the base of the neck and
Does eye-catching, bright-colored signs shoulders meet.
strategically placed throughout the city sound
like it could draw attention to your business? Three times should be enough to get rid of
the headache on yourself. If not, do it once
“Show & Tell’s Signwalkers are great. It’s nice to see the same
crew every weekend. I highly recommend Show & Tell if you want more. If your thumb gets tired from applying
to increase your foot trafÞc!” - Patrick Walker, General Manager the hard pressure, place your middle finger
on top of your index finger and press with
“It’s like having a giant used car tent event without the giant cost!
This promotion works!” - Daniel Sterkel, General Sales Manager
both fingers. This will simulate the same
level of pressure as you receive from just
If you call now and mention this ad, we’ll using your thumb.
give you your Þrst 25 signs for free!
800.601.3221
Jerry Teplitz is the President of Jerry
Teplitz Enterprises, Inc.. He can be
contacted at 800.453.8216, or by email
or visit www.showandtellsp.com for more information at jteplitz@autosuccess.biz, or visit
www.teplitz.com.
26 successful solutions at www.autosuccess.biz
