Beyond the CSI Survey – why satisfaction is not enough to build customer loyalty

Achieving sales targets, meeting KPIs and strategic goals are integral to a dealership’s success - and in today’s competitive marketplace, this is no small feat. One of the biggest challenges that...

Is having more experience a good thing?

As a trainer, it never ceases to amaze me that new cadets in the automotive sales area seem to get all the “easy” clients. At least, this is what many experienced...

How to implement a consistent sales process

A sales process consists of more than the steps needed to persuade potential customers to make the purchase. For most businesses, the sales process begins with their salespeople learning about the...

Employee referrals in your recruitment programme

Employee referrals account for most external hires, in fact, referrals now outnumber hires from company career sites, social media sites, and big job boards. It has been shown that referred employees...

Are you losing customers over the phone?

Did you know? Recently, Op2ma did a phone audit on 12 leading automotive brands covering more than 60 dealerships in Australia. The purpose was to discover how dealerships, in general, handled the...

How to build a customer-centric organisation

An interview with Peter Nochar of Harley-Davidson Australia I have been with Harley 5 years and in fact like other employees with the same tenure it is marked with a small gift...

The Art of Service Recovery

Any sales or service organisation will at some time or other lose sales, or more accurately, lose customers. Losing customers is normal. However, accepting these losses as normal is not acceptable....

How to create outstanding customer service in your company

An organisation that focuses on maximising customer satisfaction, and bases its function on the principle that its success depends on its customers, might be considered customer centric. This organisation makes its...

Fostering creativity in the workplace

How can a successful team be more successful? How do you improve radically instead of just incrementally? To realise that potential, you need to build a creative work environment that brings...

Coaching Sales Teams with Analysis

Henry Kissinger once described Leadership as “taking someone from where they are to where they haven’t been before”. While he was not in a car dealership, he certainly described one of...
- Advertisement -

AUTOMOTIVE

Coaching the key to sales success

Vehicle sales manager’s roles have become more and more complex of late. They are expected to be all things to all people, and are...

BUSINESS