| Today In Auto Retailing Reference Room |
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COLLEGE OF RETAIL SERVICE: Powerful Service-Selling Tools for Your Dealership
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Oops, I Went and Made Some Money
How consistency paid off for one Service Advisor
- 11/04/08
Service Department Training Should be Prioritized
Evaluating your Return on Investment
- 11/04/08
So Who’s Your Real Competition?
In Spite Of Downturn, Other Sectors Continue To Raise The Bar
- 10/20/08
The Biggest “Change” In Your Life Won’t Be Decided On November 4
It’s The Economy, Stupid
- 10/20/08
October 2008: Time To Dig Deeper
Don’t Fall Victim To The “Profits by Reduction” Mentality
- 10/02/08
Will That Be Take Out or Delivery?
Maximizing time spent on the parts counter.
- 07/22/08
When Service Advisors Diagnose
Let the technicians do the job they're paid to do
- 07/14/08
Analyzing Fixed Operations Success
Cash Flow or Cash Cow?
- 07/14/08
What kind of Service Manager Are You?
In essence, there are three types of Service Managers.
- 07/14/08
Sustaining Success Requires Commitment
A Message to Dealers and GM’s
- 06/23/08
Breaking News: Routine Maintenance Increases Fuel Efficiency
AAA, NBC News and The Upside Of $5.00 Gas
- 06/22/08
Are You Really Checking for Valuables?
A Permission-Based Inspection Nets Long Term Loyalty
- 06/16/08
The Politics of Great Service
Taking A Lesson From “Meet the Press”
- 06/16/08
The Pre-Work Order
The Customer Service Process begins long before the customer arrives at the service counter
- 06/09/08
Making the Follow-up Call
Doing it right can make a huge difference
- 06/09/08
ELR is not a band from the 70's
Understanding the Service Numbers Part Four
- 06/09/08
Service Selling Tools to Ignite Your Performance
Getting the Customer to "Yes"
- 06/02/08
The Cure for Lazy Service Advisors
Benefits of the Auto University weight loss program
- 06/02/08
Trust is in the Eye of the Beholder
I'll believe it when I see it
- 06/02/08
Slowdown in Service?
It Isn't, and Does Not Have to Be, The Case!
- 06/02/08
A Promise is a Promise
Making and keeping service commitments is critical to success.
- 05/26/08
Crash Landing Your Service Department
It's guaranteed when you fly with an autopilot mentality
- 05/26/08
Someone Help Me Out
Please tell me why you won't do your best!
- 05/26/08
Selling To Capacity
In our industry, Hours per RO, whether right or wrong
- 05/26/08
Swimming with the Sharks
Overcoming the Fear of the Sale
- 05/21/08
The Service Walk-around
An Un-Stoppable Trend
- 05/19/08
Number One Customer Complaint
How The Customer Loses Confidence in You!
- 05/12/08
Responding to Warranty Concerns
How to balance reality with customer expectations
- 03/10/08
Understanding Productivity and Efficiency
Understanding the Service Numbers Part Five
- 02/25/08
Blowing My Fuse
Another wonderful visit to the dealership
- 02/25/08
Teaching the Old Dogs New Tricks
Auto University sets new industry standard
- 02/11/08
Evaluating your Return on Investment
Service department training should be prioritized
- 02/05/08
Competing Against Jiffy Lube
Is Your Service Business Increasing or Declining? Why?
- 02/05/08
The Loaner Car Strategy
How some dealers utilize their marketing dollars
- 01/28/08
They call it Easy Money
But who really pays in the long run?
- 01/14/08
Consumer Wants Outpace Needs
Latest research supports accessory selling
- 01/14/08
Expenses are just profit leaks!
Understanding the Service Numbers Part Eight
- 01/14/08
It's time for me to grow!
Understanding the Service Numbers Part Nine
- 12/03/07
Service Advisor Job Description
Positive attitude and a love for people required
- 11/21/07
Maintenance VS. Repair - Keep the balance
New vehicle dealers have realized that over the past fifty years
- 11/14/07
Customer Involvement Drives Classic Mazda East
MPSS process getting rave reviews
- 11/12/07
Pavlov's Dog Works the Lane
Operate conditioning proves true on the service drive
- 11/11/07
Remembering Pavlov's Dog
Operate conditioning works wonders in the service drive
- 11/07/07
Does Anything Good Come from McDonald's?
At least you know what you're getting?
- 11/07/07
Shopping Our Own Facility
Let me ask you a question
- 11/07/07
Service Menus? Whose Menu is it?
With such an incredible response to our previous articles on Service Menus
- 11/07/07
"We'll leave the light on for you"
says Tom Bodett, spokesperson for Motel 6.
- 11/07/07
Do You Sell Service?
Or do you just think you do?
- 04/25/07
When it's Time to Fire the Customer
Contrary to popular belief, the customer isn't always right.
- 04/17/07
Customer Loyalty Part 1
Why it really means SO much!
- 02/20/07
Winning the Game with Body Language
How I saw Peyton Manning as a Service Manager
- 02/06/07
Threat Matrix
Every morning at 0800 hours
- 12/18/06
Ideas to Speed up Service
These aren't new, they're just effective
- 11/27/06
Customer Loyalty Part 2
Greeting and Delivering on time
- 11/20/06
Customer Satisfaction is a Commitment, Not a Score
Customer satisfaction is not a score or a slogan, its a commitment, a way of doing business.
- 10/27/06
The Best Customer We Ever Had
Why do Parts Managers ignore them?
- 10/16/06
Small Changes Net Big Results
Eliminate SOP Obsolescence
- 10/02/06
Oil Changes and Effective Labor Rate
The Evil Combination
- 09/25/06
Stinking Thinking Impacts CSI and Potential Profit
A minor adjustment can make the difference
- 11/20/00
Adapting to Facility Limitations
When your service department is not the "Garage-Mahal"
- 08/21/06
Contradictions in Gross Profit Percentages
Understanding the Service Numbers Part One
- 08/15/06
Know What's Missing from Service Reservations
Or you'll just be going through the motions
- 08/08/06
MPSS = Exciting Times for Mazda and its Dealers!
Attractive Payment Terms Make MPSS a Win-Win Training Proposition for Your Service Advisors and Personnel!
- 07/10/06
Good to Great
What is greatness?
- 07/07/06
Memories of Peace and Solitude
Your waiting area can impact your business
- 05/15/06
Drawbacks to Technology
The technician storms into your office and says, "This customers crazy! Theres nothing wrong with the car!"
- 04/13/06
The Importance of Building Customer Relationships
While I was in University my Dad bought me a second-hand Chevy Cavalier.
- 01/31/06
Service Menus
The Key Element of Service Marketing
- 12/19/05
Best in Class
DCH Saturn of Medford
- 11/07/05
Top of the Class
Auburn Mazda - Auburn, Alabama
- 09/06/05
Dear Fellow Honda Dealer
Curry Honda, Atlanta Georgia
- 08/30/05
Join Us In Toronto April 20, 2005
Complimentary Workshop on Selling Service
- 04/08/05
When Disaster Strikes
How dealerships can help consumers
- 01/07/05
The Most Valuable Gift You Can Give
Nothing is desired more than your time
- 12/20/04
Leading the Way in Service
Japanese visit sets the bar for high expectations
- 10/11/04
Avoiding Presidential Debate Pitfalls
Communication skills are critical on the service drive
- 10/04/04
Soccer Mom Sales Pro Leverages Relationships
Its all about the guilt factor
- 09/13/04
Understanding Technician Costs Dictate Pricing
Understanding the Service Numbers Part Seven
- 04/13/04
Hours Per Repair Order - A Key to Service Operations
Understanding the Service Numbers Part 3
- 03/16/04
Misled by Labor Sales Data
Understanding the Service Numbers Part 2
- 03/08/04
The Value of Service Training
Bottom line: Return on Investment
- 11/24/03
Explaining the Unexplainable
And other amazing paradoxes
- 11/17/03
Delivering Results in Service
It�s more than handing them back their keys
- 11/03/03
The Heightened Awareness Syndrome
How quality control and communication can cure this malady
- 10/20/03
One Benefit of a Service Call Center
Incredible opportunities from centralization
- 10/20/03
Service Advisor Job Description
Do your skills match your roles and responsibilities?
- 10/20/03
Don't Give Away the Farm
A simple technique saves money and improves CSI
- 10/16/03
Beans Family Dealerships Validate Process
For those who need a bit more proof
- 09/30/03
The Gift of Service
Customized marketing tools can ensure loyalty
- 09/16/03
The Psychology of Commitment and Consistency
Your behavior now pays off with easy sales later
- 08/12/03
You Lousy, No Good S.O.P
Making obsolescence obsolete
- 07/15/03
A Friendly Reminder Improves Business
So why dont we take advantage?
- 07/08/03
The Benefits of Involvement
How to turn goals into results
- 06/24/03
Fixing Perception, and Not the Car
The best thing you can do in product...
- 06/09/03
Tracking your Cash
'Fill this out, in triplicate'
- 05/27/03
Measure it, and it will grow!
Take your cue from the Sales Department
- 05/19/03
Handling Inbound Service Calls
A simple question can make all the difference
- 04/21/03
Implementing the Cattle Prod Philosophy
What to do when laziness takes over the service drive
- 04/15/03
Service Marketing - An Absolute Must!
Almost every dealership realizes the importance of ensuring that their customers
- 04/08/03
Is the Team System Right for You?
There are several different ways to set up your service operations
- 04/01/03
The Evolution of the Service Manager
In the early days of the automotive industry, the service...
- 03/18/03
Capitalizing on Fast Food Mentality
Todays world is fast paced
- 02/18/03
The Benefit of a Service Walk Around
'I know that dent wasnt there when I came in!' screamed the woman on the other end of the phone.
- 02/17/03
The future can be set by you
Do you wish you could look into a crystal ball...
- 01/06/03
Effective Communication Skills
In physics, opposites attract. In service sales, opposites repel. In business, customers buy from people who are...
- 06/29/02
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COLLEGE OF RETAIL SALES: The Best-Kept Secrets in Retail Automotive Selling
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The Power Of First Impressions
Live From New York, It’s Sarah (The Real One)
- 10/20/08
Successful Salespeople Are Made, Not Born
Ask yourself this question: Have you definitively chosen automotive sales as your career?
- 07/28/08
Follow Up Can Push You to the Top
Even average performers can become top producers.
- 07/14/08
Am I just completely nuts?
An Idea Ahead of its Time
- 07/14/08
Driving the Inventory Home Is Step One
Increase Your Used Car Numbers
- 07/08/08
Even the Most Expensive Shoes Can Ruin Your Feet
When the Shoe Doesn't Fit
- 07/08/08
Voracious, Ever-Thirsty Gas Guzzling Pigs
Just When You Thought The World Was Safe For Humanity...
- 06/29/08
Consider the Messages You’re Sending to Customers
The Writing on the Wall
- 06/02/08
The Victim Mentality
Poor Me
- 06/02/08
Everyone’s Favorite Archeologist
Harrison Ford Discovers Another $151 Million at Box Office
- 05/26/08
Fear Factor
In sales, the results are worse than eating a bug
- 05/20/08
The Not So Accidental Follow Up
Suzanne Brief - Auto University Author
- 05/20/08
When Your Sales Manager's a Jerk
What do you do when your boss is tough to work for?
- 05/16/08
All Demo Drives Are Not Created Equal
The right demonstration can close the deal before negotiations begin!
- 05/13/08
Of Course I Asked for the Sale... Or Did I?
As salespeople and sales managers, we often scratch our heads...
- 05/13/08
Every New Customer Gets One!
No, it's not an entry to win a free TV!
- 02/20/08
Putting Yourself on the Line
It's how top performers generate maximum results
- 02/13/08
My Latest Visit to the Dealership
Being nice just isn't enough
- 02/13/08
A better performance in the first half makes the second half much easier!
As many of you may have witnessed, the Indianapolis Colts were, regrettably, knocked out of the play-offs Sunday, January 15th.
- 02/10/08
Building Value Sets the Table for More Sales and Higher Grosses
Research is clear. Customers won't pay a dime for something in which they don't see real value.
- 01/09/08
Using the Pattern Interrupt
A powerful tool for enhancing the sales process
- 01/09/08
'Prescription Before Diagnosis is Malpractice'
This famous quote (from the book 'Relationship Selling' by Jim Cathcart) identifies a weakness...
- 11/12/07
What's In It for Me?
Every presentation must focus on answering this question.
- 11/12/07
You Can't Sell a Car over the Phone
But you can increase your closing percentages
- 11/11/07
Ben Franklin's Balancing Act
How a simple tool can turn the tide in your favor
- 11/11/07
Nurturing the Service Waiter
Increase your sales with these ideas?
- 11/10/07
Closing Strategies
The close is often the most misunderstood step in the sales process. It does not just happen...
- 04/17/07
What to Do When the Customer Says They Bought
Oh, you bought a what?
- 12/06/06
Are You Out of Your Mind?
This act will usually get you fired!
- 12/04/06
Keeping You to Yourself
Sales are often lost when your opinion gets in the way
- 11/27/06
The Importance of Product Knowledge
One of the most important strengths of a great salesperson is knowledge of his/her product.
- 10/27/06
The Temptation to Cut Services
Dont fall victim to the "profits by reduction" mentality
- 10/19/06
Strong Closer Needed
Data doesnt support now or never philosophy
- 10/02/06
Kerkorian's Power Play
General Motors Bows to Request by Biggest Shareholder - And Dreamer.
- 07/07/06
The Great Escape
Do you know why your customers are leaving?
- 04/04/06
The Open Ended Close
Consider this unique way of asking for the sale
- 02/08/06
Silence Isnt Always Golden
Involve the customer in determining trade value
- 01/12/06
Sales Success Story
"I have too many salespeople already"
- 12/29/05
Wall Street: Proof That Emotions Rule
Dow dips below 10,000 for just one reason...
- 11/15/05
Shameless Self Promotion
If you are truly a professional, career automotive salesperson...
- 08/25/05
What Exactly Does That Mean?
Domestic's re-emphasis on cars brings mixed emotions
- 04/26/05
Generating Your Own Power
When the lights go out, the only thing left is you
- 01/07/05
Car Salespeople Again Lead the Pack
Who gets the credit for dishonesty badge?
- 12/14/04
Superstars Aren't Always Best for the Team
NBA Finals prove group effort wins over showboating
- 06/14/04
Dateline Encourages Negative Buyer Perception
Another reason to get customer focused
- 12/10/03
It's all in the Wrist
The magic and power of product knowledge and good presentation skills
- 09/16/03
What Goes Around Comes Around
The way you treat others can impact your future
- 07/29/03
Reasons to Buy Our Used Cars
Another selling advantage for your customers
- 07/08/03
Helping Others Succeed
Youll benefit in more ways than you know
- 06/17/03
When to Ask for Referrals
Its not just about good timing
- 05/26/03
The Power of Prioritizing Customers
And the end results if you dont
- 05/13/03
Delivery and Customer Satisfaction
How to drive repeat and referral business
- 05/06/03
Scratching The New Car Itch
A huge source of untapped opportunity drives onto your lot every day and most dealerships completely ignore it.
- 04/14/03
A Rush to Judgment Can Cost You Big Money
She wore a hooded sweatshirt, cutoff shorts and open toe sandals...
- 02/02/03
Basics for Fact-Finding
Are you a good fact-finder? Do you consistently ask the right questions or do you often put size 12 shoes...
- 07/02/02
What Exactly is Customer Satisfaction?
What's the secret? What's your process? Looking for new tools? And how can you make it happen consistently?
- 06/30/02
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COLLEGE OF RETAIL MANAGEMENT: Leadership Solutions for Today's Managers
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Why it won't Work Here
Excuses abound when new ideas are introduced
- 11/12/08
October 2008: The Power of The Telephone
Softening Economy Requires A Return To The Basics
- 10/20/08
Capitalizing on the Economy
What To Do In A “Down Market”
- 10/06/08
An amazing enhancement to Customer Satisfaction
Implementing the 3 Foot Rule
- 07/14/08
Are Incentives Right for Your Dealership?
To Spiff or Not to Spiff
- 06/09/08
Listening to your team is key to success
What’s the big idea?
- 05/26/08
The Great Escape
Do you know why your customers are leaving?
- 05/19/08
Who Does This Guy Think He Is?
Successful strategies for dealing with the factory rep.
- 05/13/08
Dealing with Rug Rats
When the children come along
- 05/13/08
"Learning" to Leadership
Success comes by staying ahead of the curve
- 03/04/08
What if I train them and they leave?
Investing in Training
- 02/18/08
Thank You for Charging Me So Much!
Would a customer really say that?
- 01/14/08
"IN THE ZONE"
What it takes to be # 1
- 11/13/07
Save a Deal Meeting Required
How to get your Dealership Fully Engaged
- 11/11/07
Common Sense in Advertising Is Anything but Common
So much to say, so little space to say it.
- 11/07/07
Proper Service Greeting
How you greet the customer will determine your ultimate success or failure. When a customer arrives
- 02/20/07
Complimentary 27-Point Inspections
Why perform complimentary 27-point inspections? Because you will raise your average repair order
- 02/06/07
Ah, Feelings of Justification
I love it when research backs me up!
- 12/04/06
Focusing on Safety
When important safety factors come into play
- 11/27/06
One-Price Selling Breeds Better Negotiators
Many would say that the "One-Price" sales strategy has revolutionized our industry
- 10/27/06
A Simple 'Hello' Puts Customers at Ease
All service advisors know that look-the glare of urgency that says 'I want help right now!'
- 08/21/06
Improve CSI without "Rigging"
Awareness has greater impact than free stuff
- 08/16/06
What Does That Say About You?
When success declines after we leave the dealership
- 08/08/06
I Need New Shoes, I Broke a Shoelace!
As I speak to hundreds of dealership personnel each week I am amazed...
- 06/19/06
The Need for Encouragement
Thoughts and ideas to help inspire your team
- 05/31/06
Setting Yourself Apart
You go to the mailbox, take out a business sized envelope with your name...
- 05/11/06
Buying More Business
How Training pays off better than Direct Mail
- 05/09/06
Cotton in Augusta
"They must own cotton in Augusta"
- 04/10/06
A Matter of Perspective
Only one point-of-view really counts
- 11/20/00
The Tortoise and the Hare
How consistency pays off
- 03/24/06
The Value of Pre-employment Testing
Identify your Thoroughbreds in advance
- 03/01/06
Return to the Trenches
Sharpen your management skills
- 01/12/06
Keys to Success in 2008
There's nothing new under the sun except possibly your actions!
- 01/03/06
When its time to be tough
Sometimes customer satisfaction requires being honest and direct
- 12/29/05
Manufacturer Inventory Problems Can Reap Huge Benefits!
From time to time, the manufacturer finds itself with an inventory problem.
- 12/19/05
Supervisors Are Key to Keeping Talent
Talent Needs Great Managers
- 12/12/05
The Salesperson Hiring Process
Hiring the right people can be less work than you think
- 12/05/05
The Painful Truth about Time
Staring at the soil wont make the tree grow faster
- 11/09/05
Ma & Pa's Big Mistake!
It really has only been the last ten to fifteen years that the 'Mega-Dealers'
- 08/25/05
Same Old Story
But will dealers and manufacturers ever get the message?
- 08/08/05
The Challenge of Service Pay Plans
You only get what you pay for
- 07/05/05
The Best Sales Manager in the World
Who it is and what it takes
- 02/22/05
Its All the Rage
Know the unwritten rules of the game
- 11/23/04
Baghdad Bob and the Car Dealer
The resemblance can be uncanny
- 11/22/04
Selling the Consequences
Adding to the traditional can seal the deal
- 07/20/04
The Best Sales Tool in History
And why so few know how to use it
- 05/18/04
The Madness of March
How slam dunks are only worth two points
- 03/29/04
Adapting to the Internet Customer
The changes can make some uneasy
- 02/22/04
Resolve to Become Customer Focused
Celebrate the New Year with a change for the better
- 12/16/03
Seahawks Respond like Champions
Referees blunder ignored as cause for loss
- 12/03/03
Debate over JD Power III Comments
The real question is whats happening now!
- 11/10/03
Sorry, But ‘Hey Dude’ Just Doesn’t Cut It For Me
No Problem Is A Problem
- 10/28/03
Powerful Advertising for Half the Price!
How to get more for less
- 08/26/03
Future Dealer Fortunes Found in Service
Fixed Operations Success is Key to Growth
- 08/12/03
Accessory Sales - The Forgotten Profit!
Every dealer principal, general manager...
- 04/29/03
Clean Up Your Act!
Youve heard the saying, 'Cleanliness is next to godliness'.
- 04/15/03
Inspect what you Expect
You tell employees whats expected. You even help them set goals. So whats missing?
- 04/14/03
Taking Advantage of Allocations!
Lets face it, there are some dealers who do an exceptional job of inventory control.
- 04/08/03
Advertising - It's Not My Idea!
Advertising is, by far, one of the most
- 04/01/03
Pre-owned Prices Are a Secret!
Do you have the price of your pre-owned vehicles displayed clearly on the vehicle?
- 11/20/00
'You Can't Handle the Truth!'
A line made famous by Jack Nicholson in the movie 'A Few Good Men'
- 03/03/03
'My Months End is on the 10th!'
The roles and responsibilities of the Sales Manager is a list that never seems to end
- 03/03/03
More Than a Numbers Game
Working the desk requires more than just a sharp pencil
- 02/24/03
Negotiation Techniques for a New Era
Always keep in mind that just because you have 'sold' the prospect does not mean he or she will buy from you.
- 02/21/03
'Let's Put The Kid From The Wash Bay in Charge of Our Advertising This Year'
Sounds absurd, doesn't it?
- 02/10/03
Reproduce Your Success through Mentoring
When you first started in the business, you probably heard it
- 02/02/03
Reeling in the Internet Customer
Youve baited the hook with great advertising that lures the customer to your web site
- 01/21/03
Being Good At Sales Doesnt Make You A Good Manager
How do most sales managers get their jobs? Theyre usually promoted right off the sales floor...
- 12/12/02
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COLLEGE OF FINANCIAL SERVICES MANAGEMENT: Cutting-edge Strategies and Techniques to Succeed
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We Can't Do That Because?
Before you say we can't, consider how you can
- 11/11/08
The F&I Office is Responsible for Tomorrow's Sales and Service!
The Financial Services Manager holds the key
- 11/03/08
Riding Shotgun is a Dangerous Job
And it doesn't help build lender relationships either.
- 07/14/08
When You Go to a Restaurant, Don't You Order Off the Menu?
'I'll Order the Cheeseburger, Extra Pickles, with Fries and a Soda, to Go Please!'
- 07/08/08
The More You Give, The More You Get
Think About It For A Minute
- 06/23/08
Capitalize on Down Time in Finance
Earn extra cash by dialing for dollars.
- 02/28/08
What To Do After They’re Burning Gas
A Roll of the Dice
- 02/11/08
Customer Communications and CSI
Does your right hand know what the left is doing?
- 04/17/07
Holding Fixed Operations Hostage
Are you letting one person hold you back?
- 02/20/07
Make Managing Finance a Tag Team Event
Teamwork helps your F&I office succeed
- 02/19/07
Creative Finance Approach Turns Bad
One piece of paper could have made the difference
- 02/06/07
Financial Service Managers - Answer to No One!
I am confident that I will spark some controversy with this article.
- 12/04/06
LEASING MAKES ITS GRAND RETURN
Are You Prepared for Ripening Market Conditions?
- 11/27/06
Oil Changes
To Count or Not to Count
- 10/27/06
Persistence Pays Off
Sometimes getting deals takes work
- 10/02/06
Evaluating Labor Sales
Understanding the Service Numbers Part Six
- 08/21/06
Pay Plans for Service Advisors
Youve asked for it!
- 08/08/06
Grow your Business
Not your Building
- 06/19/06
Can You Sleep at Night?
For those who choose to make a living dishonestly, no sleeping pill will erase the negative feelings that remain...
- 02/19/06
The Open Ended Close
Consider this unique way of asking for the sale
- 02/08/06
Of Mice and Men (and Women)
Why the finance department often leaves a bad taste
- 01/30/06
Four Phases of Finance Series - Part Two
Phase Two - Transition
- 01/13/06
Four Phases of Finance Series
Phase One - Preparation
- 12/29/05
"On Dasher, On Dancer"
Your sense of humor can have a negative impact
- 12/13/05
Recalls: Another Chance to Make a LASTING Impression
Manufacturer campaigns and recalls
- 10/18/05
Service Menu Package Prices
Recently I was asked how long it takes to put together a service menu.
- 09/20/05
The Bratty Kid Syndrome
Its one reason lenders say no!
- 01/25/05
Converting the Cash Buyer
The benefits go both ways
- 12/29/04
Adapting Technology to Finance
It can save you time and increase your profits
- 06/30/03
Four Phases of Finance Series - Part Four
Phase 4 Follow thru and follow up
- 04/15/03
Four Phases of Finance Series - Part Three
Phase Three - The Financial Services Process
- 04/14/03
A heading here
A subheading here
- 04/10/03
More than Mop and Glow
How to sell protection packages
- 02/22/03
Financial Services Overview
Get Customers Saying 'Yes'! A minor adjustment in your approach to financial services can reward...
- 02/17/03
Building Rapport is Key to Finance Success
'The early bird gets the worm!'
- 01/28/03
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COLLEGE OF PERSONAL DEVELOPMENT: Transformational Tools to Inspire Personal Growth
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Planning is a waste of time!
In fact, this statement is entirely true
- 11/17/08
Encourage Morale with New and Varied Duties
Variety in the Devil's Playground
- 07/14/08
Your Guide to Never Forgetting to Contact a Customer!
How to Remember Anything
- 07/08/08
Declare Your Independence
Understanding What Freedom is Truly All About
- 07/03/08
Big Words Can Get You Into Trouble
The Trouble With Techno-Speak
- 06/23/08
Don’t Blame The Previous Manager
Did Someone Steal Your Top Performers?
- 06/23/08
How will customers know if you don't tell them?
Speak Up Man!
- 06/16/08
With No Appearance of Evil
Simple practices can protect your character
- 03/10/08
Earning Your PhD in Counseling
Learning to effectively confront your team
- 03/04/08
Dream a Little Dream
A lack of dreams can ruin your future
- 02/28/08
"Try Not"
"Do or Do not!"
- 02/28/08
Rick McGill?s Airport Toyota
Back to Basics nets quick results
- 02/25/08
Misery Loves Company
So decline the invitation to the party?
- 02/13/08
Arnold Schwarzenegger's Guide to Sales Success
How not to "Terminate" a customer relationship
- 02/11/08
Lessons from the French
Give your customers a reason to return
- 02/11/08
It's Not My Job
You won't get anywhere in life using this mantra.
- 02/11/08
The Monday Morning Walk
Most people resolve to walk every day to lose weight or lower their cholesterol.
- 01/02/08
Covey Challenges Incentives for Workers
He says dangling carrots is "jackass" approach
- 01/02/08
Toss Me That Large Mouth Bass
'Find something you love to do and you'll never work a day in your life'
- 11/20/07
A Word of Thanks
There is so much to be grateful for
- 11/20/07
Escaping Dealership Depression
What to do when you just don't feel like selling
- 11/20/07
Good LUCK Doesn't Come as a Four Leaf Clover!
There's nothing mystical about good business fortune.
- 11/13/07
Let's Play Ball
What to do when spring training is over
- 11/11/07
What's the Big Idea?
Listening to your team is critical to success
- 11/10/07
I Don't Want to Be a Role Model!
With rights come equal responsibilities
- 11/07/07
Trust Busters
The things you say and do will bring trust down
- 02/19/07
The Twelve Days of a GM's Christmas
What every senior manager hopes for?
- 12/21/06
Positive Focus Turns Things Around
Schwarzenegger grants Auto University another interview
- 11/27/06
True Managers Work Themselves Out of a Job
The role of a Sales, Service, Parts, Body Shop
- 10/27/06
Selling Secrets from the Waffle House
The things you can learn from an Angel
- 10/02/06
The Goal Setting Roll Call
In most cases it's meaningless
- 08/08/06
RETURN TO OZ
Unleash the Brains, Heart and Courage Within You!
- 07/07/06
Words Affect Behaviors
"What a sled!" said the used car manager as he walked into the sales managers office
- 06/19/06
Everyone Loves a Success Story!
How remarkable would it be to have your CSI raised by 20%?
- 05/15/06
Blind Sided by Birthday Blessings
May celebrations remind me of sales strategy
- 03/24/06
Using Proper Tools is like Keeping Your Guard Up
You might get your head kicked in without them
- 02/24/06
Let's Not Be So Selfish
When Dealers Ask Too Much?
- 02/08/06
Faith, Hope and Love
What we have to cling to when the seasons not so bright
- 12/29/05
Becoming an Auto Industry Trainer
Its not as easy as it looks
- 12/12/05
Invitation to Performance Group
February 23rd and 24th, 2006
- 11/15/05
Catalyst for World Change
Pope John Paul II
- 10/18/05
A Promotion is up to you!
As someone who very quickly and effectively worked...
- 04/26/05
Increasing Your Net Worth
Giving more than you're paid for earns huge dividends
- 03/08/05
Real World Training
It begins with defining whats 'real'
- 12/12/04
Spraying to All Fields
Customers and Service Team Members, and Brian Tracy speak out
- 11/10/04
No "Let Down" from U.S. Men's Hoops
Iverson hangs up on reporters
- 08/17/04
Winning the Gold
Training, dedication and commitment required
- 08/10/04
Success is Money
Brother Bob speaks at Auto University corporate meeting
- 08/03/04
Reaganomics Boosted Industry Growth
Auto Industry did well under Ronald Reagan
- 06/08/04
Auto Executive Summit Highlights Challenges and Innovation
Microsoft sponsored event draws mixed reviews
- 05/18/04
Random Thoughts from a Mind of Mush
Is this the beginning of senility?
- 05/04/04
Penn Mightier Than Sword
Nothing mysterious about this success story
- 03/02/04
Can You Digest This?
Once again, were viewed as scam artists
- 02/05/04
The Fred Beans Family of Dealerships
From Service Station to Service Success
- 12/24/03
Liberation from Past Atrocities
Capture of Saddam illustrates emotional bondage
- 12/19/03
If You Can't Say Something Nice
Things I learned at the Christmas-tree lot
- 12/03/03
All about You!
Your opinions about training really do matter
- 11/17/03
Making Your Dealership AWARE?
Do you really know how to sell to women?
- 10/27/03
Curses, Foiled Again!
Don?t dwell on things you can?t control
- 10/21/03
How Not to Strike it Rich
Real wealth comes from investing
- 10/16/03
Lessons from the California Recall
What dealerships can learn about customers
- 10/08/03
Roped Into Fundamentals
Benefits of a night out with the girls
- 09/11/03
When Your Manager Disappears
Next to the promise of death and taxes?
- 09/02/03
The One Minute Manager Revisited
Do these 20 year old strategies still apply?
- 07/29/03
Misuse of the Culinary Arts
You might get burned trying to cook the books
- 06/24/03
A Matter of Trust
Phase 1 Finance Encourages Participants
- 05/27/03
Return to the Dark Ages
I cant believe these guys still exist
- 04/22/03
Location Isn't Everything
When your dealership was first built...
- 04/08/03
Know When to Say 'When'
It has long been known that the salesperson is the most critical deal-breaking factor
- 03/12/03
The V.A.K. Concept: Is Selling A Touchy Feely Thing?
What we do know about the 'Sales Process' is that people, more often than not, deal...
- 03/03/03
Goal Setting Part 3: Get Smart
I want to have the top sales force in our entire automotive group...
- 02/11/03
Evaluate Yourself as a Manager
Explore your management style, skills and opportunities for improvement.
- 02/10/03
Goal Setting Part 2: The Inside Story
The secret to achieving your goals begins by understanding the word, 'Ugattawannit!'
- 02/03/03
Goal Setting Part One: The Adventures of Robin Hood
He was the greatest archer of all time, but he never wore tights
- 01/28/03
Why Fact Finding?
Fact Finding is the most important selling strategy ever devised, focusing on customer wants and needs...
- 01/20/03
Planting the Seeds for Success
An 'Oak Tree' is not going to grow if the seeds for its success were never planted in the first
- 12/13/02
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NEW AT AUTO UNIVERSITY
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Managing and Coaching a Team
Crossing the limits
- 02/20/07
Announcing the Auto University Blog
As we all know times are changing on the internet!
- 02/08/07
Texas Dealer Takes Bull by Horns
Proof that strong management nets quick results
- 02/06/07
Great Leaders Are Made, Not Born
Learning to Lead
- 12/21/06
What I learned at Point Guard College
Similarities between sports and life are undeniable
- 12/04/06
The Ball is in Your Court
We cant help you improve without your feedback
- 11/27/06
Tony Kernagis To Lead MPSS Enrollment Process
Irvine, California
- 10/27/06
Auto University Begins Monthly Product Reviews
Upon our return from the 2006 NADA Convention we decided to update our website...
- 03/24/06
NADA 2006
From the complimentary cake and Starbucks coffee, to the shiny new red 2006 Honda Civic,
- 02/20/06
Join us in Houston March 16, 2006
Workshop on Selling Service
- 02/08/06
McDonald Automotive Group
Littleton, Colorado
- 11/15/05
Our trip to Fenway
The ultimate journey
- 10/25/05
AUTO UNIVERSITY TO OFFER LIMITED-TIME COMPLIMENTARY CONSULTATION AND 2006 PRO FORMA
- 10/17/05
Join Us In Detroit - October 11, 2005
Complimentary Workshop on Selling Service
- 09/13/05
Join Us In Chicago - August 3, 2005
Complimentary Workshop on Selling Service
- 07/05/05
Return to Toronto June 15, 2005
Complimentary Workshop on Selling Service
- 05/25/05
Join Us In Ottawa - May 25, 2005
Complimentary Workshop on Selling Service
- 05/05/05
Join Us In Atlanta - May 18, 2005
Complimentary Workshop on Selling Service
- 04/26/05
No Surprises at Boggus Ford
Texas retailer nets results in first week
- 01/10/05
AUTO TRAINING INNOVATOR INKS PACT WITH iLINC
-Software creates live virtual classroom for students worldwide
- 10/13/04
Preparation Nets Success at Jim Ellis Mazda
Customers acknowledge special treatment
- 06/30/04
"Worlds Largest" Mazda Retailer Comes Full Circle
One word cant describe increadible results
- 06/14/04
City Place Mazda Vs Energizer Bunny
Early increases seen following MPSS implementation
- 05/19/04
Lets talk about making MONEY!
How Mazda is taking Full Circle Service to the next level.
- 04/28/04
Brown and Wood Mazda Reclaims a Customer
Professional service overcomes Wal-Mart price point
- 03/16/04
Video Tips Ignite New Look at Auto University!
No other automotive site has this
- 10/27/03
Regional Workshops open to everyone
Thank You!
- 09/11/03
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MAZDA PROFESSIONAL SELLING SKILLS
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Observation 2 - Maximizing the Reservation Process
Mazda Professional Selling Skills Sustainment
- 02/19/07
Eight "Obvious Observations... and Opportunities"
- 02/06/07
Observation 7 - Weekly MPSS Reporting
- 12/04/06
Opportunity 6 - Active Delivery
- 11/24/06
Observation 5 Selling Service
Moving toward the sale
- 11/17/06
Observation 4 - Service Lane Controls
Mazda Professional Selling Skills Su | |
