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  1. Steve Stauning

    Quick Question about Website Providers Maintaining a Change Log

    I've got a new client whose website has been slowing down (a lot) over the last year. Their current Average Page Load Time is north of 10 seconds, and when we asked their website provider to explain, they (of course) pointed to all the code on the site. (For whatever reason, this provider cannot...
  2. Steve Stauning

    The Truth About Micromanagement

    The candidate arrives for his in-person interview appropriately dressed, clean shaven, and upbeat. You’re impressed by his appearance, but you have a few questions regarding his work history. It seems he left his last place of employment after just six months. “Why did you leave your last job?”...
  3. Steve Stauning

    Promoted Article Digital Retailing: The 5 Lessons Winning Dealerships Are Using

    Among my regular duties over the last several years, I’ve been working with OEMs and dealers to fine tune their digital retailing efforts. Throughout this time, I’ve seen everything from utter failures to smashing successes. The failures were most often due to a lack of buy-in and (believe it or...
  4. Steve Stauning

    The Key to Delivering a Great Customer Experience in 2022 - Just Don’t Screw It Up!

    I’ve written before about how Chick-fil-A’s reputation for delivering a great customer experience is not about solving issues, it’s about avoiding issues in the first place. Add in some manners, speed, and efficiency, and you’ve got Chick-fil-A’s secret recipe for wowing the lunch crowd. During...
  5. Steve Stauning

    What's Your Plan When the Inventories Normalize?

    WHAT’S YOUR PLAN WHEN INVENTORIES NORMALIZE? Today (if you’re like most dealers) you’re selling everything you stock and you’re making the highest grosses on both new and used vehicles that you’ve made in years; perhaps decades; perhaps ever. Of course, while many sales managers will chalk this...
  7. Steve Stauning

    Contact Management - Is there any real performance reporting available?

    Refreshers: I picked up a new client using Reynolds' Contact Management as their CRM. I've not worked with a dealer using this CRM in about 7 years, so I'm trying to help them pull actionable reporting. Unfortunately, there doesn't seem to be any reporting that covers Salesperson Performance...
  8. Steve Stauning

    The Dirty Dozen – 12 “Secrets” of Successful Salespeople

    The Dirty Dozen – 12 “Secrets” of Successful Salespeople As we start to ramp up to our new normal, one thing that isn’t likely to change is the difference between the top and the bottom of any sales organization. While every industry has its relatively few true superstar sellers, a third of...
  9. Steve Stauning

    Automotive Retail Disruption: How Process Would’ve Made a Difference

    Automotive Retail Disruption: How Process Would’ve Made a Difference We all know good habits are learned in bad times, and bad habits are learned in good times. For virtually every car dealer in America, the good times started sometime around 2011, and ended suddenly in mid-March 2020. An...
  10. Steve Stauning

    Car Dealer SEO: Same Old, Same Old

    Car Dealer SEO: Same Old, Same Old I’ll keep this one brief. And, to answer the question you’re going to have while reading this article: No, I do not sell search engine optimization. I’ve written and spoken about the waste and fraud in automotive search engine optimization for at least a...
  11. Steve Stauning

    Dealers: Beware Artificial Activity Targets

    Dealers: Beware Artificial Activity Targets I get it. The dealership sold zero vehicles on a Tuesday. Salespeople spent the entire day in the vaping circle or surfing the web. No one was making their calls. Fifty Calls Per Day! To combat the lethargy, someone on the leadership team demanded...
  13. Steve Stauning

    The Kumbaya Strategy – Why Your Ineffective Internet Team/BDC Thinks They’re Doing a Good Job

    Continue reading...
  14. Steve Stauning

    Deals4Dealers A Book for Everyone on your Sales Team

    Hello Fellow Refreshers! As some of you may know, I wrote a 400+ page book called Assumptive Selling: The Complete Guide to Selling More Vehicles for More Money to Today's Connected Customers (available on Amazon). You may also know that this month $10 from every copy sold goes directly...
  15. Steve Stauning

    PR & News That Car Salesman Just Might Be Helping in the Fight Against Childhood Cancer

    Your Local Car Salesman Just Might Be Helping in the Fight Against Childhood Cancer September is National Childhood Cancer Awareness Month and $10 from every copy of ‘Assumptive Selling’ sold this month goes straight to the PaulieStrong Foundation Given nearly 16,000 children are diagnosed...
  16. Steve Stauning

    Deals4Dealers Assumptive Selling - Special Price Until 8/31/18

    Hello Fellow Refreshers! As some of you may know, I wrote a 400+ page book called Assumptive Selling: The Complete Guide to Selling More Vehicles for More Money to Today's Connected Customers (available on Amazon). You may also know that this month we're donating $10 from every copy sold to...
  17. Steve Stauning

    PR & News 'Assumptive Selling' Helps You Sell More Cars - In August, It Helps You Help a Worthy Couple

    ‘Assumptive Selling’ Creates a Better Car-Buying Experience (and This Month, it May Help Create a Better Experience for a Worthy Couple) $10 from every copy of ‘Assumptive Selling’ sold on Amazon in August 2018 goes straight to help Bryan & Tamarra Armstrong ... Tamarra Armstrong, wife of the...
  19. Steve Stauning

    What is FCA Thinking?

    Perhaps this is an oversight by the dealer I'm working with, but we received the voicemail below during a recent mystery shop. The voicemail was the first call received to a new lead submitted on the dealer's FCA-approved Dealer.com site. It came in one minute before the dealer's BDC called and...
  20. Steve Stauning

    Deals4Dealers Instantly Retarget Site Visitors - 60-Day Free Trial

    Just announced: Our usual 30-day free trial is increased to 60 days for dealers who mention DealerRefresh. Instant Retargeting is the only way to target your site visitors immediately after they've moved on from your site. It generates first-party leads that are truly incremental and that...
  21. Steve Stauning

    Deals4Dealers Free Referrals App for Salespeople (Currently in Beta)

    Salespeople who sign up and use Krutchit during the beta period will enjoy all of the current and planned functionality for free! Currently, Krutchit allows salespeople to enter a name and email of any current or former customer to request a quick, personal review. The review can then be...
  22. Steve Stauning

    TAKE POLL Question about 3rd Party Inspections & Craiglist...

    Fellow Refreshers: Please help me out here - I'm trying to settle a bet. I need your honest feedback, please. The entire question won't fit in the poll, so here is whole question: If Craigslist offered an independent, third-party vehicle inspection service (perhaps for a $59 per vehicle fee...
  23. Steve Stauning

    Are you trying to CUT your way to growth?

    When auto sales slowed during the last recession, we witnessed dealers and groups indiscriminately chopping their marketing budgets in an effort to save money. As many dealers learned, their unmeasured cuts cost them not only sales, but market share. NADA predicts 16.7 million new units in 2018...
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