Ken and Mulstay, 34
Director of pre-owned operations, Flagship Motorcars of Lynnfield
Achievement: Became a powerhouse seller of certified pre-owned vehicles after once shunning used cars
Ken Mulstay never got a call back when he applied at a Hyundai store in Quincy, Mass. He was 17 years old and working in the drive-through at a Burger King that was frequently visited by the dealership's general manager."He would just complain about everything and every time that guy came in, they would send me over because I was the only one that knew how to deal with him," Mulstay said. Eventually, the man told Mulstay to come work with him. Mulstay replied that he had already tried. Mulstay started in sales at the store in 2000. He later followed the general manager, who became an important mentor to Mulstay, to another Hyundai store and then an Infiniti store. Before carving out his current niche at Flagship Motorcars of Lynnfield, a Mercedes-Benz dealership in Lynnfield, Mass., Mulstay worked for nearly seven years as the director of pre-owned operations at a Boston-area Lexus store. Mulstay has now spent a year and a half as the director of pre-owned operations at Flagship. But he wasn't always fond of used cars. "For the first four years of my career, I was really scared of used cars," Mulstay said. "I think because it wasn't something that was in a brochure and I couldn't point to it and I was very anal about everything. Used cars were like an outlier for me."However, his mentor showed Mulstay that the inability to point to a generic picture of a vehicle in a brochure was an advantage. "Being different isn't always a bad thing, because you have one unique car and you can't shop for it everywhere," Mulstay said. During his time with the Lexus store, he used the "unique car" philosophy to take the store from being ranked in the 40s in national certified pre-owned sales to No. 3 in 2015.Since starting at Flagship in February 2016, Mulstay has increased the dealership's CPO sales volume and profit 30 percent. The store consistently ranks in the top 10 in the country for monthly sales. In May, his team set a record, selling 156 CPO vehicles and growing year-over-year gross profit 70 percent.
Stephanie Hernandez McGavin