Best Practices

BEST PRACTICES

'Middle of nowhere' site limits store's costs

12:01 am U.S. ET | July 28, 2014
the rural location of Volkswagen of Salem County in Monroeville, N.J., helps the family contain its real estate costs. That freed time and money to focus on building the store's sales to roughly 28 new and 43 used vehicles per month from the 8 to 15 mostly new vehicles per month that the previous owners sold.... Read More »

 

Fewer bosses, Disney savvy, $2 idea lift stores

12:01 am U.S. ET | July 21, 2014
A Chrysler Group dealership chain is stripping away layers of management to sell cars faster. A Chevrolet-Cadillac store is enchanting customers through Disney training. And an Audi dealership uses $2 envelopes to ensure the return of $300 key fobs. These are just a few ways three California auto retailers are boosting sales, customer satisfaction and profits.... Read More »

 

BEST PRACTICES

Cue from airlines helps dealership cut no-shows

12:01 am U.S. ET | July 21, 2014
Robert Karbaum came up with is an "appointment boarding pass" to send to customers' smartphones via text or e-mail minutes after they schedule a test drive.... Read More »

 

BEST PRACTICES

Courting consumers, moving 'smelly tires'

12:01 am U.S. ET | July 14, 2014
For customers and employees alike, the change in culture over the past few years at Bozard Ford-Lincoln in St. Augustine, Fla., has been like a breath of fresh air.... Read More »

 

BEST PRACTICES

Custom Nissans give dealership added oomph

12:01 am U.S. ET | July 7, 2014
When it comes to customizing, there are the usual hot-rod-able models like the Ford Mustang and Chevy Camaro. But the Nissan Altima? Absolutely, says Eric Grubbs, CEO of Grubbs Nissan in Bedford, Texas.... Read More »

 

BEST PRACTICES

High-end Hyundai buyers enjoy private lounge, dinners and more

12:01 am U.S. ET | June 30, 2014
The lounge inside Burns Hyundai in Marlton, N.J., offers red-carpet perks to Genesis and Equus buyers. It has been essential to winning over customers from brands such as Lexus, BMW and Mercedes-Benz.... Read More »

 

BEST PRACTICES

Mass. store becomes a one-stop shop for fleets

12:01 am U.S. ET | June 23, 2014
Imperial Municipal Partners caters to an important segment that many traditional dealerships aren't well equipped to handle -- commercial and government fleet buyers, including police departments.... Read More »

 

BEST PRACTICES

Retail group spells out privacy for customers

12:01 am U.S. ET | June 16, 2014
Jeff Wyler, CEO of the Jeff Wyler Automotive Family in Cincinnati, is convinced that dealerships soon will be subject to stricter privacy laws. So he is going extra lengths to inform customers of their rights and explain how the group's 13 dealerships gather and use data.... Read More »

 

BEST PRACTICES

With Sunday hours, there's no waiting to service cars

12:01 am U.S. ET | June 9, 2014
Going to Sunday service is not about church for customers of Vista BMW Pompano in suburban Miami.... Read More »

 

L.A. store finds sales in freeway gridlock

12:01 am U.S. ET | June 9, 2014
Dealer Hani Nassif is putting Hyundais face-to-face with gridlocked motorists – both day and night. The cars are housed in a massive glass display bridge alongside Interstate 405 near Los Angeles. Nassif says the colorful new structure has helped boost new-car sales tenfold and increase the size of his workforce.... Read More »

 

BEST PRACTICES

When a deal collapses, the sales reward remains

12:01 am U.S. ET | June 2, 2014
Operating in a lower-middle-class area, with about 20 percent of deals falling through at the finance desk, dealer Carlos Uruchurtu struggled to keep salespeople from jumping to dealerships in better neighborhoods. His solution: a compensation system that would give sales staff small but significant rewards for their efforts, even if those efforts didn't lead directly to a sale.... Read More »

 

BEST PRACTICES

Sonic: E-sales offices speed replies to leads

12:01 am U.S. ET | May 26, 2014
In the past five years, Sonic Automotive dealerships have slashed average response times to electronic leads to seven minutes. E-sales offices now operating in most of the chain’s 105 stores have made the difference.... Read More »

 

BEST PRACTICES

Porsche owners unleashed at racetrack

12:01 am U.S. ET | May 19, 2014
As a rule, Porsche buyers have a need for speed. Hoffman Porsche of East Hartford, Conn., has started indulging that need by offering its most loyal customers a free excursion to the local racetrack.... Read More »

 

BEST PRACTICES

Matick Chevrolet says hello to customers, hello to sales

12:01 am U.S. ET | May 12, 2014
It's not the 100-car showroom, high-volume Corvettes or massive new collision shop that have propelled Matick Chevrolet into the brand's top 1 percent of sales volume. Rather, it is employees' obsessive approach to customer service, owner Karl Zimmermann says of the single-point store just outside Detroit.... Read More »

 

How dealer Rick Case thrives on 'wow factors'

12:01 am U.S. ET | May 5, 2014
71-year-old Rick Case says the way to stand out in a crowded South Florida market is to do things differently. That means free car washes, discounted gasoline, beefed-up warranties and books touting the chain's “Treat every customer as we would our best friend” culture. If that’s not enough, there are also wedding services and cheap haircuts... Read More »

 

BEST PRACTICES

Jaguar Land Rover dealer staff gets taste of luxury

12:01 am U.S. ET | May 5, 2014
Jaguar Land Rover North Scottsdale isn't just puttin' on the ritz for its customers. It's taking dealership employees for a steakhouse lunch, then an afternoon tea at the nearby service-oriented Ritz-Carlton hotel as part of their training.... Read More »

 

Texas dealer sells natural gas, too

12:01 am U.S. ET | April 28, 2014
Classic Chevrolet in Grapevine, Texas, the nation's largest Chevrolet dealership, has opened its own compressed natural gas fueling station to help sell the brand's new natural-gas-powered vehicles. "If we're going to sell this, we ought to have the fuel that it calls for," says Ken Thompson, the dealership's fleet manager.... Read More »

 

BEST PRACTICES

Warren Henry hires help to hire the help

12:01 am U.S. ET | April 21, 2014
Warren Henry Auto Group hired an outside staffing agency to handle the 55 to 65 hourly employees who work in its detail shop and as porters.... Read More »

 

How a Texas store fixed used-car-supply issue

12:01 am U.S. ET | April 14, 2014
Mike Shaw Toyota in Corpus Christi, Texas, struggled to find good used cars. So it started providing free appraisals to service customers and offered to buy their vehicles on the spot. The result: more used-car inventory, bigger profits and higher scores for service satisfaction.... Read More »

 

BEST PRACTICES

JM Lexus drops middleman to speed sales

12:01 am U.S. ET | April 14, 2014
Eliminating the middleman from negotiating has helped JM Lexus cut the time a customer spends in the store after deciding to buy a specific vehicle to 2.5 hours from 3.5 hours, including delivery. It also is among the reasons that the Margate, Fla., dealership has kept its title as the world's largest-volume seller of new Lexus vehicles for 22 straight years.... Read More »

 

BEST PRACTICES

Prepping Hyundai for its close-up

12:01 am U.S. ET | April 7, 2014
As long as drivers are idling on the perennially congested Interstate 405 freeway, Hani Nassif figures, they may as well be checking out some Hyundais. Nassif is general manager of Win Hyundai in Carson, Calif., a dealership that recently invested $5 million in a new facility that includes a glass display case to spotlight its products for stalled commuters.... Read More »

 

BEST PRACTICES

Tech courses in service bays supply talent

12:01 am U.S. ET | March 31, 2014
Cam Clark knows he can recruit veteran service repair technicians from outside to work in his Airdrie, Alberta, Ford dealership. But he can never be sure what work habits they might bring with them. What Clark did to solve the problem has helped not only his western Canada dealership, but the youth of Airdrie.... Read More »

 

BEST PRACTICES

Love connection: 10-store group plays Cupid

12:01 am U.S. ET | March 24, 2014
For some consumers, shopping for a used vehicle online can be a lot like dating online: The photos tend to showcase the positive and finding a perfect match is tough. So to help shoppers find just what they want, a dealership group in central Indiana is touting its matchmaking abilities.... Read More »

 

BEST PRACTICES

Fixed ops come first for Denver dealer

12:01 am U.S. ET | March 17, 2014
Mary Pacifico-Valley's first job after quitting college at age 19 was phoning customers of Rickenbaugh Cadillac in Denver -- a friendly voice to remind owners that it was time to come in for service. Today she owns the dealership. That earliest experience has defined her approach.... Read More »

 

BEST PRACTICES

Loyalty builder: Dealer calls buyers after a sale

12:01 am U.S. ET | March 10, 2014
Jewel Lee Kenley, who runs Ed Kenley Ford near Salt Lake City, calls at least 50 to 60 customers most months; in a good year, she has called as many as 1,000.... Read More »

 

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