Latest activity

Jun 11, 2018

Unless you are referring to onsite / overlay videos alone, don't forget the fact that YouTube fails to allow for easy lead submission (there are no forms or text or chat modules).

Anytime you ask a potential customer to go from one interface to another, the abandonment rate skyrockets. That has been measured many times. An automotive video solution / platform would suit dealers well.

johncolban · Apr 11, 2018

In 2017, CISCO reported that video will make up 82% of all consumer internet traffic by 2021. If video is a part of your sales and marketing strategy, allow this piece of data to validate all of your efforts. As we move past the era of INTRODUCING and INSERTING video, we can begin to focus on perfecting the actual content and craft of our videos.

How can we use video to sell cars?

Most of the time, what's hindering your content from being effective isn't something you're doing wrong, it's what you're not doing at all.

Lets get more specific. If you find that your videos haven't increased email open rates, response rates, test drives, dealerships traffic, or sales, you probably fall into one or all of the categories listed below. Make it a priority to clean up your video content and throw out some of these crucial habits. Sit back and watch how your customers respond!

1. Only Sending Walkaround Videos

One of the biggest mistakes dealerships make is limiting videos to vehicle walkarounds. It boils down to missed opportunities. Chances are, your attempts at introductions, post-sale follow-ups, and appointment reminders are going up against your competitor’s canned text emails. So, why not stand out with video on all of your touch-points?

About a third of the videos that come through Authntk are not walkarounds, and we expect this portion to dramatically increase in 2018. If you need some ideas, here is a list of 7 Post-Sale Video Ideas.

2. You're Mechanical

Gaining your customer’s trust is one of the most valuable fruits of using video, but it’s not always guaranteed. Going through the motions, hiding your personality, and recording “commercial-like” videos are all surefire ways to miss an opportunity to connect. Always remember, no matter how many vehicles you’ve shown on a given day, it’s always your customer’s first time seeing it.

Selling a car is so much more than the car itself, so don’t neglect the effort it takes to make a connection with each and every customer.

3. No Personalization

80% of consumers are more likely to make a purchase when brands offer personalized experiences (Epsilon 2018). Furthermore, 86% of respondents say they are much/somewhat more likely to do business with automotive websites/apps that offer personalized experiences.

If you have two separate leads interested in the same exact vehicle, should you record two videos or send one video to both leads? The way you answer this question tells a lot about how you view your customers. Are they individuals being helped based on lifestyles, needs, interests, and values? Or is a customer just that to you - a customer, a commission, a means to an end?

No matter who you’re dealing with, the opportunities to personalize your videos are limitless:

Use the specific name(s) of who you're speaking to
Mention something the customer told you: "Hope you have fun at the game tonight", "Tell your brother Happy Birthday from us"
Use visualization to allow the customer to see themselves in the vehicle: "The trunk space would be perfect for your beach vacations", "The back seats fold down making lost of room for your biking adventures", "This car features navigation/bluetooth perfect for your days on the road"
Use a captivating first frame, this is the first image of the video customers will see that entices them to click play

4. Low Energy

Even if you don’t consider yourself a “high energy” person, we encourage you to kick it up a notch for your videos. Because you’re competing with low attention spans and a million other things your customer may be doing at the time, an enthusiastic tone goes a long way. Most importantly, the point of your video is to entice your customer to take action, not at a later time, but right now. Whether that’s making the decision to swing by after work, forwarding the video to a spouse, or giving you a call, urgency is what’s going to make it happen. A compelling call-to-action is the most essential component to your videos!<

Just watch this video by Ali Atrash of Jeff Wyler Eastgate Auto Mall and tell me his energy isn't contagious:

Login to view embedded media View: https://www.youtube.com/watch?v=rlNx3WdvQAE&rel=0

In conclusion... Is video a magic wand that is going to sell every car for you? Absolutely not! But what it is an extremely valuable tool that you can add to your selling toolbox. Even more so, it's one that your competitors still may not be using... Stand out from the crowd.

malinda.terreri · Apr 10, 2018

If your follow-up emails read like form letters, it’s hard to get customers to respond. The secret to a higher response rate is simply to add a little personality, warmth, and humor.
Here’s how…

These five easy interventions will give dull copy a little KAPOW. These aren't touchy-feely exercises, but rather more like structural changes that will humanize your writing. And while these tips won’t win you any gold stars from English teachers, they will help you personalize the tone of your emails.

1. Use ellipses

Did you know . . .

An ellipsis (. . .) adds anticipation to your writing. It’s kind of like a visual "Dun, dun, dunnnnnnnn." What's going to happen next?

Ellipses pull people in and push them to your next thought, giving the feeling that you are about to share a secret. And who do you share secrets with? Friends. People you like.

Using ellipses is great for subject lines where you’re trying to make it through the inbox triage and get people to actually open your email.

The next time you ask a question in an email, try adding an ellipsis to the first half and putting the second half in the next paragraph. You’ve just made your email easier to read and more effective.

2. Include (asides), italics, and quotation marks

Using asides is one way to add a personal touch to your writing by giving the reader the feeling that you’re talking directly to them. (Am I right?)

You can use this technique to add a tongue-in-cheek comment, state the obvious, debate with yourself, or ask a rhetorical question. Use this technique sparingly so it doesn’t slow down the flow of your writing.

3. Feature fragments

People are tired.

And in a hurry.

So they skim when they read.

Using short, choppy sentences breaks up the visual fatigue of long paragraphs. It also makes your writing mirror the casual, fragmented way that people actually talk. A bonus is that giving sentences one simple focus makes them easier to understand.

Try editing your copy to start a sentence with “And,” “But,” or “Because,” and see how more informal it sounds.

4. Sprinkle in an occasional emoji or animated GIF

You know the adage a picture is worth a thousand words. Depending on your brand, you can sometimes use a humorous image to spark a response. Let’s say you’ve built up a pretty good relationship with a customer, and then all of a sudden they’ve ghosted and stopped responding to you.

What if you sent them an email that only had this animated GIF

(credit: Rachman Blake):

5. Add a little ’60s Batman flavor

Earlier I mentioned adding a little KAPOW to your writing. The use of onomatopoeia (spelling out sounds), words that rhyme, or words that contain the letters p, b, d, g, t, or k are just fun. They help you make an impression. When your reader thinks your message is coming from a real person and not a 21-step autoresponder, you’re more likely to get a response.

Let’s put some of these techniques to the test.
Here’s a typical email I received from a car salesperson:

Subject line: Did You Get My Emails?

Body:
I just wanted to make sure that you've been receiving my emails. It's important for me to know that I've provided the information you requested and answered all additional questions you may have.

Do you think this is the right vehicle? Are there any issues or concerns around fitting it into your budget? Would you like an update on the latest incentives?

My goal is to earn your business no matter what it takes. I would greatly appreciate the opportunity to earn yours!

I know that the key to getting every customer’s business is to give the best service, have the best selection, and give our customers confidence with our pricing that can’t be beat! This is one of the reasons our dealership is so highly rated.

I hope you're still interested in a new vehicle, and most importantly I hope to see you soon. Thanks for considering (Dealer Name).

Revised:
Subject line: Great googly moogly, you’re hard to reach!

Body:
Hey (name),

The pricing I sent you on the Toyota Corolla is about to change (and if you’re like me, you like to save money).

Still interested?

Please hit reply or shoot me a text at (number) and let me know a good time to give you an update.

Have your plans changed?

No problem. If you could do me a favor and reply to let me know, then I can stop filling up your inbox.

Did you know...

That our dealership has a 4.9-out-of-5 rating, based on over 1,000 customer reviews? Plus, we have more than 300 new and used vehicles in stock. And our service department is open late three nights a week.

Thanks again, (name), for your interest in the new Corolla, and I look forward to chatting with you soon.

One of the nice things about the email above is that the line about the price changing doesn’t say whether it’s an increase or a decrease.

When customers feel like they’re getting emails from a real person, they’re more likely to respond—which is half the battle in sales!

Could some of these techniques help you?

BanksReport · Apr 3, 2018

On the wall outside the executive conference room at Cars.com’s headquarters, is a mural. It’s a picture of a two-lane road in the forest that bends abruptly to the left. The turn — which is a bit misty — is so sharp, we can’t see what’s beyond the bend.

CEO and President Alex Vetter says he placed the picture there to remind his executive team it’s their job to see around the bend — even though it’s foggy and the data is imperfect and not clear. As leaders, they have to use their intuition and experience to make educated guesses what is likely to be around that turn.

That picture captures where the auto industry is today...

We don’t really know what’s around the bend. For the first time since the early days of when cars first started taking over the road, we don’t know what the future looks like. And yet, companies — automakers, dealers, investors and vendors — are making big bets staking their futures on on where they believe society and technology will be in the next few years.

For the last 100 or so years, five fundamental aspects of the industry have stayed relatively the same.

The product — except for stylistic and technological advances — has stayed the same. It’s still four wheels, a gas-driven engine with a human driver. In fact, the best selling vehicle was Ford’s Model T in 1917 — the year Ford also introduced the first pickup truck the Model TT. And a century later? the best selling vehicle is Ford’s F-150 pickup — a direct descendant of that early Model TT. But the product looks to be changing radically in the next few years. Vehicles will be connected to the Internet. The onslaught of electric-powered vehicles is soon to be upon us with the only question being, when is the tipping point? Despite projections of 30% to 40% consumer adoption by 2030, EVs only comprise at best 1% of sales today. But with approximately 120 electric vehicles slated to hit the market in 2021, the industry will have to make significant adjustments. Furthermore, the predicted potential income from autonomous vehicles has investors, tech giants and automakers spending billions to develop the first real self-driving system.
The manufacturers have remained unchanged. Yes, a few automakers may have seen their ownership change, but otherwise, it’s still the same players with the same names. But that may change as large tech players lured by the promise of autonomous vehicles enter the fray. Will Apple or Google build a vehicle? Or will they — or other tech giants — decide to buy an automaker?
The distributors — the dealers — have not changed. Some of them have been in business and in the same family for 50, 80, 100 years. Except for consolidation and increasing costs of getting into the business, the distribution model has not changed. Dealers buy the cars from manufacturers and sell them to customers. Will this change? Franchise laws are still a formidable roadblock for potential outsiders. And dealers are adapting to new technologies and business models, but the threats to the franchise system keep coming.
The buying experience is the same. Years ago, leasing and financing introduced new components to the ownership experience, while the Internet has put more information in customers’ hands making research and shopping easier. But other than a couple of online used vehicle startups (such as Carvana and Vroom) customers still buy vehicles at the dealership. But new ownership models are coming — flex or fractional ownership; subscription and short term leasing models are hitting the market now. Whether they resonate with customers is question yet to be answered.
Finally, the ownership experience hasn’t changed. But the big question? Will customers actually buy cars in the future? Numerous prognosticators say, no. They argue the autonomous vehicle era is around the corner and will take a drastic bite out of private ownership within the next 10 or so years. We think there is a bit too much of the Silicon Valley Kool Aid in those predictions. The American consumer is motivated by convenience. And it’s just too darn convenient having that vehicle in my garage storing the golf clubs, the child safety seat — insert anything here — while having the vehicle at my immediate beck and call.

Our perspective is that the dealer model will continue to exist in its current form for at least a couple of decades and that many of the projections about the end of private ownership are hype coming from so-called experts that understand little about automotive manufacturing and distribution. (Read TBR’s response to one such projection: Lutz Predicts the End of Automotive in 20 Years, Do the Math, It Ain’t Happening.

Or, TBR’s latest, Why the Dealer Franchise Model Will Not Go Extinct.

Nevertheless, massive change is coming. The investment alone — which is hundreds of billions of dollars — is driving it. The question is timing and impact. But 2018 is clearly the first year of what will be a period of uncertainty for the industry. And it may take anywhere from five to eight years — maybe a few years longer — before we really understand what the future of transportation will look like. Opinions vary widely.

For dealers debating whether to sell or where to place their bets financially, not much likely will change structurally in the industry for the next decade. The hundreds of billions of dollars tied to the auto industry as it exists today; the complicated process of manufacturing vehicles (Tesla is learning this the hard way); the 264 million vehicles on the road today with an average age of 11.6 years; the slow pace of legislation and regulatory activity — all of these factors almost guarantee the auto industry will not be radically upended within the next decade.

From a high level, we see the impact in some cases creating a greater advantage for dealers with capital and resources available to experiment and invest in new technologies. This is a trend we’ve been writing about the last few years, but the disparity between the “haves” and the “have nots” is becoming more pronounced. It should lead to a continued brisk, yet limited market for dealership buy-sells over the next five years.

The consolidation will continue the trend we’re seeing of groups with capital extending their reach as they grow into regional powerhouses providing full transportation and mobility services. But there are smaller dealer groups that are proving to be more nimble and are outperforming the big players.

The only thing we can say with certainty is that the next few years will be uncertain.
[highlight color="#CCE6FF" font="black"]**This article was originally posted on The Bank Report[/highlight]

Apr 3, 2018

It’s never easy to look in the mirror and face the truth (really, what is the truth?) wondering why there’s so much turnover. Where the average turnover for YOY is 100% - asking yourself everything from is it the on-boarding, quality of personnel, management, or is it me? Why are people quitting me, BUT not the job? Where I’m spending thousands of dollars to onboard them - only for them to quit and sell cars at another dealership using the training we paid for?

The fact of the matter (for those facing extreme turnover) is that - you are right - they are most likely quitting you, not the job.

Here are some of the top reasons they are leaving...

You don’t trust your management despite their getting great results

Your team of managers is getting excellent results. Sales are up. They are working as a team. But for whatever reason, you just cannot help yourself but nagging them for the one percent of things that might not be exactly the way you envision. But instead of encouraging them - thanking them for the effort they have put in - you put them down. Belittle them, laugh at them. All of which just crushes the moral - essentially crumbling their foundation. It is like taking a muffin and just squeezing it in your hands until your hand is left covered in chocolate stains, which represents the team's morale you just smashed.

You don’t empower your managers.

People make mistakes. We are human after all, no? The point of having a manager (or a team of managers) is so that you - the GM - can work on building the store as a whole. Given that a dealer has multiple businesses under one rooftop (sales, service, parts & body shop). This cannot happen, though, when you do not empower your managers to make the most straightforward decisions without clearing it through you first. For example, your sales manager cannot even order pens or notebooks for the team. Or in some cases, the manager is not allowed to purchase enough computers. So your team cannot do their job. You see, what happens is the employees note that the GM does not respect the manager as they cannot even order them their supplies! And what happens is that - in most cases - the employee will then not respect their manager causing dissension at all levels. Where instead of the employee going to their manager they will go to the GM. And then you as the GM get frustrated at the managers because they are not going to them first.

You micromanage the way you micromanage - you just can’t help yourself.

This is the worst. You know it is terrible when you micromanage the way you micromanage. You are the type that will assign a project to one employee. Calling them multiple times - hover over them - and question their every move. To the point where s/he will examine their capabilities, which causes for mistakes to be made. All while you were working on the same project yourself. Not to mention, you asked two other people to do the same thing. Not good. If you have asked for someone to complete a project, let them. Where calling the vendor behind them not only puts the vendor in an awkward position - it tells your employee that you do not value and or need them. Not to mention, your project will be delayed costing you money. Just stop it.

You treat others with haste and disinterest - the sign of an apology text, call & email

Agh, yes. You scream at your managers in front of their employees about a mistake that you made only to send them many apology texts, calls, and emails. But instead of having a conversation to discuss ways to prevent this (aka not micromanaging) you show their employees that you do not respect them. So heck, if you do not respect them why do I have to? This creates a very hostile - walking on eggshells - environment. One that halts productivity. Not to mention, all that energy wasted on finding ways to navigate the craziness or mood swings could be spent on refining the sales process. Better yet, it could be used to develop actualized career development plans. Ones that translate to the younger workforce who want to ensure that the company - whatever it may be - values them as a person. Not just as an employee.

You scream and raise your voice making quick accusations without having a methodical approach

The wheels on the bus go round and round. Yeah, this approach is the absolute go to in a culture of fear, oppression and bad management. Where you see, the employee would rather roll their fellow manager under the boss than try and have a conversation. Knowing that their co-manager is not a bad manager - it is just that they fear for their job. So they would rather role someone under than have an honest conversation. But you see, this is exactly what the GM wants. As this GM is not one that fosters conversation. They like the chaos, fear - the idea that “the more coins I put in them, the harder they will work.” And to keep the machines running they have to be treated like machines. The logic here is not the answer. For I am your fearless leader. Yeah, no one is buying that one way ticket to crazy town. They will get on the first flight out. Especially those $99 specials. Adios.

Oct 29, 2019

I believe the article and bad experiences especially the one that was underwater. Once a vehicle has been submerged underwater it can only be fixed with a complete growth up restoration including new wiring. Water fries out electrical components believe me I know.

Oct 8, 2019

Friends don't let friends buy Carvana. I bought a car from them, a Jeep Overland V8, trading in a pristine Challenger RTplus V8. What they delivered to me was a car with unreported flood damage. I was suspicious of the heavy freshener in the car, but I accepted delivery. What could I have to lose, right?

After they left, upon driving the car for more than 10 minutes allowed on delivery, the windows fogged up. This is the Arizona desert in the summer - our windows don't fog here. It's then I began to carefully examine the dash, which looked wrong - big clumps under the leather.

I took the vehicle to a local Jeep dealer, who looked at it for all of 10 minutes, and told me that the car had been underwater at one point. I was shocked. I went home and studied the carfax details, to discover that the car was in the wrong place during hurricane Irma - meaning it was dead in the thick of flooding. I figured this out just from where it was serviced. Then I examined the unconnect system, and used the Nav to go home. The address was in Irma - on beachfront property.

Calling Carvana they told me that their 150 point inspection prevents this from happening, but as they, "Buy all cars from auction" it could happen. Returning my vehicle I would be responsible for the pickup charges for my car, and delivery charges for the other car.

What angers me most is all this nonsense about a better way to buy a car. The best way to buy a car is drive it, and if anything seems the least bit out of sorts - don't buy it. Nothing at all beats buying a dealer certified pre-owned, something Carvana can't even offer.

I ate the total of $700 for having gone through the process with them, happy to get back my Challenger. But now, I an only tell people this:

"Friends don't let friends buy Carvana."

Sep 8, 2019

Just bought from Carvana. Good experience. Talked to them on the phone a few times before purchasing. Never had to wait more than 10 minutes and had no problems getting the number so I don't understand those comments at all.

Personal opinions and anecdotal evidence aside, this article is written like fake news. It’s funny and sad to see a set of yet another industry's Insiders poo-pooo the freight train that is new business models selling on the Internet. Amazon did this to wal-marts. Uber did it to taxis, Carvana will do it to the megacar plea and dealers. But that’s my opinion. On to some of the BS from this article:
First point, regarding skipping the dealer experience but oh so smartly pointing out the Carvana is a dealer. Your intentionally walking the reader past the main points of Carvana: online, no haggling, cheaper, and a seven day return. No eBay doesn’t do that an no cheesy dealer does either. As for buying completely online and delivering to your house. Sure maybe some dealers do that but they don’t center their news around that and the industry as a whole doesn’t have the credibility here. Only bullshit here is that coming out of your own pen. Fake news #1.

Second bit. I’m not sure what the hit piece comment is regarding the family lineage of the CEO. Yes he comes from a family that is in the car industry. So? You write in a nasty way so it must be bad thing. We see were you are coming from and the narrative you are paining. Fake News #2
Finally, as I realize I’m writing too much on an 18 month old post... this article. Wreaks of the last few stale breaths of a dinosaur business model that will not be missed. Laws won’t be able to protect the shitty car sales process any more and folk like the author will reminisce of the times they could sell the public on the $250 markup bologna. Good ridden.

Aug 27, 2019

Carvana's website does NOT display or offer a phone number by which a potential customer might call to get information. Seems as though they'd rather not speak with customers, just 'meet' them on the Internet. As far as I'm concerned, if they want no person-to-person contact, then I am not a customer! Simple as that!

Aug 7, 2019

This has been a bad experience since the beginning - and unfortunately, it's not over. My coworker had a great experience with Carvana, so we decided to give it a try....And even if you have
a good experience, be prepared to have to wait hours for a call back on even the smallest issue.....We loved the first car we test drove - a 2014 Expedition - but it had a slow leak in the front tire. We notified Carvana and made arrangements for them to pick up the car. In the meanwhile, we found that my husband's financing terms with Carvana were much better than what I had been quoted. We asked that when they returned to car to us, we switch the financing to him. Then Carvana lost the car. Then Carvana said the car had been promised to someone else. Then Carvana said we could get the car..... The car was returned to us 7 days later. That afternoon when we went to drive it, the low tire pressure light was on. When we called Carvana about the tire, they said that the slow leak had been noted but since we had decided not to purchase the car (not true) they had chosen not to fix it. (Even if we had decided not to purchase the car, it was a known defect that they chose to ignore.) We were told that we'd need to take the car to an ASE certified technician and that Carvana would cover the repair - including the $50 deductible. Of course, to find an ASE certified technician, I had to log into their 3rd party warranty site using our Carvana paperwork. Guess what - Carvana hadn't entered the paperwork, so we had to wait another 24 hours. After taking the car in, the mechanic called and told us that Carvana had refused to pay for the tire and that he'd discovered a "significant" leak in the power steering line. My husband and I tried calling Carvana back beginning at 3pm today. Finally, after 7pm, someone chose to call us back. In a way, the fact that they didn't fix the leak was a blessing since the mechanic found the power steering leak. Carvana's unwillingness to accept responsibility (they continue to call this a miscommunication) is mind boggling. We still haven't gotten confirmation from Carvana that they are paying for the tire, but you better believe that we will never ever darken the door of this slap dash sorry excuse for a dealership again. As my husband said, we're going back to Carmax where they treat us like customers, not suckers.

Jul 16, 2019

I have bought more used cars in my lifetime than I care to admit. I have purchased three with Carvana and could not be happier. When the dealers start letting me test drive for a week, then test drive another and another for a full week, or undo any deal in seven days and not even ask the reason,.... Then I may return to the dealer. I would also want them to charge the same dealer prep fees as Carvana (zero dollars), let me bypass the vin etching, paint protection, fabric protection, credit life, gap insurance, lifetime oil changes, etc. without a finance manager whining and wringing his hands. I also want a free 100 day warranty on my vehicle regardless of mileage or model year. Yeah, I think this is a new way to buy a car and I’m an old guy that finds it refreshing. I am looking for a car for my granddaughter now, at guess where?

Jun 14, 2019

I live in central PA so there are no Carvana sites near me. In fact, the closest is near DC, about 90 miles away. I found a 2015 Kia Forte5 SX with the turbo with every option available for that year and under 17000 miles on it on Carvana and I reserved it.. Mind you I was trading in a bottom of the line 2017 Forte with about 11,000 miles on it which didn't even have cruise control, (nor was it available in 2017 on a manual transmission model), so I was impressed that they offered me 13,000 in trade.

I was pre-approved and after sending in the required paperwork, (license, proof of employment/income and insurance), my car was locked down so no one else could get it. I found out it was a Texas car, just off manufacturer lease about 8 weeks prior and was at one of their Texas sites. All this happened within less than an hour. After I chose the site nearest to me, they scheduled a transfer for the next week, and stated they needed 3 days to prep the car for viewing after it arrived in DC and I would be contacted when it was ready to look at. Mind you I had the option of having it delivered or going to a vending machine to pick it up, and of course I picked vending machine.

On the 3rd day after arrival, (you can track the progress of your car when you buy from them, much like you track a UPS package), I got a call from them letting me know it would be ready anytime after 1 that afternoon. It was a Thursday, so I scheduled for Friday. I had my best friend go with me because I wanted his input. He has been working at one of the largest auto auction companies on the East coast for years so he was more versed in used cars than most people.

When we got there. they gave me the keys and asked I be back in 30 minutes to give them my decision. My friend and I drove it for about 20 minutes, tried it on the highway, in traffic, did some high speed traffic maneuvering, both impressed by how zippy the car was in traffic and how well it held the road in turns. It had been detailed immaculately. It looked like new, but what's more, it even smelled like new!

He told me it was in great condition, but he thought the price could be lower. Then I told him that price was inclusive of taxes, prep, tags, title, etc etc plus it came with a 7 year 100,000 mile warranty which covers a lot more than the manufacturers already excellent warranty and a 7 day 500 mile no questions asked return policy ( think of it as a 7 day test drive).. He told me if he and his wife had been looking at a smaller car, he wouldn't have hesitated to buy it.

Contrast that to when I had bought the car I traded in, from the dealer. My test drive was around the block, with the salesman in the back seat, and they lied repeatedly about the best price they could do. I know what you're thinking, new car dealer lie to sell a car? Unthinkable, outrageous, right. But everyone knows they are worse than lawyers when it comes to telling the truth. Anyway, that process lasted an entire week while they 'worked' on getting a better deal. Numerous phone calls and faxes later they finally met my target and I went to pick it up. That in itself took all day too.

Carvana closed the deal within 24 hours, but that was only because I did my shopping at around midnight when I had finally made up my mind. They on the other hand, had called me back with a firm decision at around 9:30 the next morning, so technically they only took 9 1/2 hours (although since they open at 8:00 AM ET, it was in reality only 90 minutes)

Maybe all you haters had a bad experience or maybe your're new car snobs who expect a new car experience for used car prices or maybe, you work for new car dealers and you're giving 'fake news' stories to discredit the competition, This particular site was also the one where a local favorite restaurant was given negative reviews by people who had never even been to it but just because they 'heard' it was a terrible place by competitors- what a surprise there.

I could go on and on about the negatively skewed ratings sites, but here are several things to consider: 1) How do you know if the rater has actually been there, 2) How do you know what the rater is accustomed to, 3) How do you know if the rater has personal reasons to see the rated facility fail or not,

Remember that first and foremost, value is defined as the perception of usefulness in providing a desired item or service. I have a decent job making just north of $30/hour but I'm a twice divorced sexagenarian whose previous spouses decimated any chance of ever having good scores again, and in my instance, Carvana was infinitely better than the alternative buy here pay here rip off joints people in my situation normally are presented with.. They also deliver what they say they will.

If I have any reservation at all about my purchase, it's that the stated color of 'blue' while technically accurate (as defined and listed by the manufacturer), but in person it's more gray than blue. Oh and a 200hp/ 195ft/lb torque engine makes for difficult starts in the winter

But those are most definitely NOT the fault of Carvana.

Jun 8, 2019

I just recently bought a car from carvana. Preapproval was simple and easy. Many cars available to select from. I had already knew I wanted a Maxima platinum fully loaded. I had already drove one while renting a car. Plia I'm a Nissan fan and have owned Alromas and Pathfinders. So I knew how a Nissan would handle. I did look at other cars offered and then went to test drive similar ones locally at Carmax. I searched within a 500 mile radius of my home to compare Maxima platinum to the one on Carvana site that I selected. Carvana was the lowest. Car was an off lease low mileage dealer maintained car. It matched 9 out of 10 features I was looking for. I didnt have to haggle with the finance guy. The preapproval process was a soft pull. Most dealers want to throw your credit application to the wind and have a ton of hard pulls. I went to Capital one for a preapproval (it's my bank and credit card company) Andy local credit union. I went with Carvana in house finance since it was simplest and no money down. Once I get my registration, I'm refinancing with Capital one for the lower rate since Capital one wont work directly with Carvana. But they will refinance a carvana/bridgecrest loan.

I had to call customer service to change pick up time. I got someone immediately and they spoke English. I ended up getting to Carvana early. Their vending machine wasnt working properly so I didnt get the big whoopty due, selfie stuff. It wasnt required though. Staff was helpful and attentive. Evweyoje is scheduled at certain times so there isnt a ton of people in the lobby. It was me, a single guy and a couple during our time. They only had 3 bays for cars once it came out the vending machine.

Overall for me it was great. I already knew what I was getting, knew what the car was worth and didnt need to deal with a shady finance guy who wanted to overinflate a loan. I would buy again from Carvana.

I'm female so I always feel like the car salesmen are taking advantage of me.

Only downside about Carvana is that they offer referral codes for $500 off sticker price if you get a code from a previous Carvana buyer, this option does not work in my state. Also I didnt ask about military discount or pricing. I'm a veteran but I felt like I paid what the car was worth. It was about $3000 cheaper than other locals and my car came with a few bells and whistles that I was expecting such as lighting package and some other things.

May 23, 2019

Horrible. DO NOT BUY FROM CARVANA!

Purchased a car in April and paid cash. Six weeks later they still did NOT deliver the registration and plates and was stuck with a car with temporary plates that they gave me that were EXPIRED.

CEO won't take calls, wait times on their support line is horrible and they lie. Told me repeatedly plates were shipped...and they were NOT.

If you buy from Carvana you will end up with a car you can not drive while you fight with them to get registration and plates delivered before your temporary registration expires. NEVER AGAIN. I am bringing litigation against them.

May 22, 2019

I loved Carvana I did return 2 cars and kept the third. It was a very good experience and I never felt stuck. I could always back out completely if I didn't feel comfortable. Switching cars was 10 minutes on the phone and a few days later the new in was there. I would recommend to my friends.

Apr 5, 2019

Carvana must think car buyers are really stupid. Try to see the car or test drive it, they don't even respond to an email, what a scam system.. JOhn b.

Mar 29, 2019

I’ve bought two cars from carvana and have been extremely happy. They gave me the best value on my trade in and I didn’t have to argue with the finance guy.
Me: I don’t want an extended warranty.
Finance:What if I can lower the interest rate?
Me: I don’t want an extended warranty.
Finance: What if I lower the price?
Me: I DON’T WANT A F@&$ing EXTENDED WARRANTY!!!!

Mar 24, 2019

Cavana has been great. I hate going to dealerships and wgen i did they tried to sell me a car that has been in two accidents and both were a DUI arrest. Im in kaw enforcment and ran a back ground on the car, really wasnt worth my time. The car we got from Carvana was great fully loaded and was a lower price then the other car from the dealership. I stand by this company and give 5 stars for making it worth my time.

Mar 21, 2019

Had a horribke exoerience with Carvania. They postponed delivery 4 times for issues w ith the car, damaged in transport. They offered me $250 for the delay. Was finally scedule to recieve and get a call the day before saying another issue on a car with only 8500 miles. Final straw, cancelled the deal. Next day went to dealership and walked out with a great car 2 hours kater. Carvania is terrible

Feb 21, 2019

Zero stars is too good for this horrible company. I have purchased 2 vehicles from Carvana with no issues. This third time was not a charm. I am not bitter about not being able to finance through Carvana's in-house, but I am upset how I reserved one vehicle and over 6 weeks later it is not available due to being repaired. Okay, no biggie, I chose another vehicle and was asked to make an outrageous down payment because my $70k+ salary was not enough to be financed for a third vehicle in over 3 years dealing with Carvana. I was told by underwriting to do a 3rd party finance and then boom I noticed a $100 charge for the vehicle that was ready for purchase that I was unable to finance through Bridgecrest. I am done with Carvana and I hope this company tanks.

Alex Snyder · Mar 29, 2018

March 30th at 1:00 PM EST Cliff Banks, automotive's Nostradamus, will be sharing his insights on Refresh Friday. Tune-in on the DealerRefresh Facebook page for the live broadcast.

We plan to talk about

CDK's Fortellis project
CDK lawsuits with Authenticom & Cox Automotive
NADA
2018 Acquisitions
Hot companies to watch
Digital Retailing
Dealers are not going away anytime soon

Join the fun.

If you can't make it the video will be available on Facebook and later on the DealerRefresh YouTube channel.

jashenk · May 22, 2018

A lot of good points here, Conor. We've found something as simple as a well-timed holiday recipe campaign can do a lot to foster that "warm and fuzzy" feeling between dealer and customer - much more so than the latest "amazing oil change offer" email blast.

Mar 5, 2018

Richard Keith Latman of CRMSuite

Dominion has struck a deal to license the CRMSuite product from Richard Keith Latman. Does this mean Autobase is going away?

Read the press release from Business Wire

Dominion Dealer Solutions announced today the launch of its new CRM, Dominion VisionTM. The most advanced automotive CRM in the market today, Dominion Vision combines the most intuitive CRM interface in the market with customized reporting and consumer-focused communication tools to create an easy-to-use CRM that will satisfy customers, sales reps and management. Powered by CRMSuite, Dominion Vision is the result of a business partnership designed to integrate CRMSuite’s state-of-the-art CRM technology with Dominion Dealer Solutions’ portfolio of high-performance digital marketing and data-mining software offerings.

Dominion Vision CRM eliminates conventional CRM thinking by combining ease-of-use functionality with user-tailored dashboards. Intuitive technology erases the need for traditional action plans and lineated work flows. Dominion Vision learns about your customers and their preferences – helping your sales people connect with prospects using the best possible method at the best possible time. With real data at your fingertips, Dominion Vision is a true business intelligence tool. Mobility for all users is available via both a tablet-friendly interface and a downloadable mobile app.

“There are many CRMs in the marketplace but Dominion Vision is truly different. From our rich CRM legacy with AVV and Autobase, Dominion has always been committed to the dealer – using the latest technology to build simple and elegant solutions,” says Jack Ross, president of Dominion Dealer Solutions. “Now all of our tools, from DMS to CRM, equity mining to digital products, can work together to help car dealers sell more cars.”

Dominion Vision also includes proactive communication using machine learning to track consumer communications preferences in the form of a virtual, personal assistant, “Olivia.” No longer will customers fall through the gaps. This feature will scan the customer database on a regular basis and communicate via email, text or voicemail with prospects who have not been contacted. Customer responses will be forwarded to the salesperson to re-initiate sales and service communication.

Get a firsthand look at our NADA Booth #3716C. To schedule a presentation of Dominion Vision, please call 877-421-1040 or visit www.transformyourcrm.com.

About Dominion Dealer Solutions

Dominion Dealer Solutions improves dealers’ lives by developing advanced technologies including: reputation and social media management, responsive websites, digital advertising, SEO, SEM, multi-channel marketing, and custom market reports. Coupled with award-winning lead management, inventory merchandising, equity mining, customer relationship (CRM) and dealer management (DMS) solutions, Dominion redefines automotive retail by delivering first-class customer experiences for today’s automotive dealerships. Based in Norfolk, Virginia, every OEM and more than 10,000 U.S. dealers depend on Dominion’s foundation of innovation, integrity, excellence and teamwork to provide them with results at every turn. For more information, visit our website, like us on Facebook, LinkedIn or Youtube, or follow us on Twitter.

About Dominion Enterprises

Dominion Enterprises is a leading online marketing and software services company offering client solutions across multiple business verticals. Our B2B cloud SaaS solutions directly support clients in establishing their online and mobile brands, generating leads, and managing customer relationships. Our B2C web and mobile portals serve the housing, franchise and travel markets and include popular sites such as Homes.com. Dominion Enterprises is headquartered in Norfolk, Virginia and has offices across the U.S.

Feb 28, 2018

According to a recent study, 81 percent of recent car buyers polled did not enjoy the car buying experience, with 29 percent indicating they do not trust salespeople.

The car sales process can’t simply be about pushing cars off the lot if you want to remain competitive. Instead, you need to understand your buyer, address their needs and establish a personal connection with each customer.

Brick-and-mortar dealerships have an advantage over Amazon, Carvana and other online retailers fighting to establish their place in the automotive industry, as traditional dealers have the built-in ability to personally connect with customers. However, your dealership is only as good as the people you have working in each department – and their capacity to make meaningful connections with your customers.

Below are a few ways to optimize your human capital, ensure your employees are positively representing your brand and maintain your competitive edge over online retailers and other disruptive business models.

Shift Your Sales Positions to Product Specialist Roles

An increasing number of automotive dealerships are implementing product specialists to fill roles that were previously sales-focused. While traditional sales roles likely won’t go away anytime soon, product specialists act as brand ambassadors and experts, instead of salespeople who, in the traditional sense, spend much of their energy getting buyers to sign on the dotted line.

With the transition to product specialists, dealerships are seeing numerous benefits – from improved customer experience and higher sales margins to lower employee turnover.

In 2014, Florida-based dealership JM Lexus saw a 27 percent sales increase over the two previous years after replacing sales associate positions with product experts. Other dealerships have followed suit and adopted the product specialist model to help provide their customers with a smooth and transparent sales experience.

In addition to building customer trust, the shift from sales to product specialist roles can also help you attract more quality employees. Today’s job seekers have become wary of the commission-based salaries traditionally associated with many dealership sales roles. So, many dealerships have switched from commission-based pay plans to base pay plus bonus plans - for sales and product specialist roles. Not only will this evolved pay plan help your dealership attract top talent who might not have considered a commission-based plan, but it will also take the commission pressure off your existing employees - allowing them to focus more on your customers’ needs.

Expedite Car Buying

The majority of today’s car buyers spend a significant amount of time researching their potential purchase online – 14 hours, on average. Most consumers research online because it’s faster and more convenient than spending a whole Saturday in the dealership, as customers did in the past. When customers do visit a dealership, they expect to drive off the lot quickly, rather than spending their entire day shopping for a car.

Product specialists are better suited for this “new normal.” They can answer any additional questions the well-informed customer may have, test drive the car with them and help the customer drive home in their new car as quickly as possible.

Some dealerships have also opted to combine their sales and F&Ifunctions of the business, to help expedite the buying process and get customers out the door faster. Although a combined job position calls for a more talented job candidate, there are many benefits to adding this dual role to your dealership.

Not only will a combined sales and F&I role drastically reduce the amount of time buyers spend completing their purchase, it also increases brand trust. By designating one person to fulfill both roles, that employee can more easily build a relationship with customers. Customers will not be handed off from sales to F&I – instead, they will be working with one employee throughout the entire process.

Build Customer Loyalty by Integrating Technology

To help grow customer relationships, dealers are finding ways to leverage technology to make car buying and post-purchase services more convenient. Some sales and service managers have been using mobile technologies to send their customers notifications when their vehicle needs an oil change or other routine maintenance. Dealers can also use this platform to advertise discounts and promotions, driving loyalty, engagement and retention.

Hire the Right People

Along with modifying your job positions, speeding up car buying and integrating technology into your sales process, make sure you are constantly hiring quality candidates to maximize your dealership’s potential. Your talent represents your brand on a daily basis. To find the best candidates in any economic climate,download our eBook, "Planning for People in Retail Automotive."

George Nenni · Feb 27, 2018

One of my favorite techniques when auditing automotive dealers’ paid search spending, is to compare the search queries to keyword purchases. The search queries are the exact phrases that visitors are typing into Google (or other search engines). I find it useful to compare the search queries to the actual keyword(s) the dealer is purchasing. For instance, if the dealer is purchasing “Toyota Tacoma”, but the consumer is searching for “Toyota Tacoma stuck in mud videos", then I want to help the dealer avoid paying for those clicks.

I find far too many dealers with runaway paid search campaigns, where the dealer has asked to rank high for various search queries, yet no one is paying attention to what the person is searching for, or what happens once the user clicks to the dealer’s website. Far too often, the paid search agency is presenting high level campaign results that can mask poor performing keywords or keyword groups.

As you’ve read from my prior articles, dealers truly need to start their search-engine marketing with a strong list of keywords and phrases they would like to rank for. They also need to massage that list with a strong negative-keyword list that will make sure their net is not cast too widely.

Dealers may know the keywords they want, but they also need to know what types of searches they need to exclude. Many times, they will want to either exclude vehicle make/model/years of vehicles they do not sell, or instead change their search-terms to more long-tail searches. For instance, instead of purchasing “Toyota Tacoma” they are purchasing “2018 Toyota Tacoma TRD Pro” (directed to an appropriate model landing page, or VDP).

"Far too often, the paid search agency is presenting high level campaign results that can mask poor performing keywords or keyword groups."

A great way to start building a strong negative keyword list and learning more about the type of questions consumers have, is scouring for “inquisitive search terms”. What are inquisitive search terms?

They are the famous: who, what, when, where, why and how. You simply go into Google Analytics, and choose the Acquisition menu on the left. From there you select AdWords (you must have AdWords connected to Google Analytics first). Finally, you should choose “search queries”. The Search Queries are the exact searches that consumers have typed into Google, that resulted in them clicking one of your paid ads. For your Secondary Dimension choose “keywords” so you can compare the search query to the keyword you purchased.

Although it may be frustrating to see the type of traffic you are paying for, it can also be very insightful to see what they are looking for. By comparing the search queries to your purchased keywords, you can get some ideas on future negative keywords to include. At the same time, you may get some ideas on website content you may want to create. For instance, if people are searching for answers on how to properly program their Ford Sync systems, you may want to create educational pages on your site, that also make it easy for the consumer to schedule a service appointment.

Give it a try, I promise it will be insightful, and if used properly will improve the performance of your paid search campaigns. Contact at me if you have any trouble following the instructions above.

Latest activity

Latest activity

Filter