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Managers, Are You Leading or Just Passing Through? Every dealership I have visited lately has the phone calls tracked or not, going to the switchboard or BDC. Then they round robin to sales staff if the ISM is busy "We know that never happens;" The problem...

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About Kim Clouse About Kim Clouse Kim Clouse has been involved with automotive internet sales and process for over 20 years. He was a charter member of the AAISP while it existed and winner of the Lemons to Lemonade Award...

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About Kim Clouse About Kim Clouse Kim Clouse has been involved with automotive internet sales and process for over 20 years. He was a charter member of the AAISP while it existed and winner of the Lemons to Lemonade Award...

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Can You Define Car Dealer Reputation Management? I would like to go on record and say that the term Reputation Management for Automotive is a misnomer. Vendors can only  teach Car Dealers to discover, report, and maintain their hard earned reputation...

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Car Sales Still Require Professional Selling

Posted by Kim Clouse | Posted in Dealer Process, Helping Car Dealers and The Auto Industry, I Love Sales | Posted on 13-06-2016

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I have been pretty much silent in the realm of automotive digital chatter lately. Perhaps it is because I needed to learn more or discover what has changed on a real sales floor. Since July 2013, I have been back at Carl Cannon Chevrolet in Jasper, Alabama discovering first hand again what challenges lie ahead for professionals in this field.

This is where the digital journey began for me with GM Buy Power and Autobytel in the last century. I know we all realize what has transpired since then with technology. What I have found that has not changed is; The fact that without professional sales people who have been properly trained to greet, speak, listen, and evaluate, fewer cars get sold. Whether online or in person the big numbers just do not happen. It truly seems that the more we learn, the less we do and that is the reverse of what is necessary to get to the top. This is just a quick “hell yes I am still here” shout out. Those of you who get after it all day, every day, are winning and deserve it. Those of you who are taking shortcuts and using technology to cherry pick your prospects need to find another job because your success is temporary. Stop wasting your dealers time and money and get dedicated.
If it were easy, everyone would do it!

Sell well,

KC

Dealer Report Cards Car Dealer Reviews FAQ

Posted by Kim Clouse | Posted in Dealer Report Cards, Reputation Maintenance | Posted on 12-06-2016

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  • What are the benefits of having a page on Dealer Report Cards?
    A. Car shoppers are going online to find not only pricing information on vehicles but also to locate dealerships who have a good reputation in the market.
    B. Dealer Report Cards helps you get visibility on the web by having a robust profile with good information.
    C. You will attract buyers in the market looking for a true professional to work with on their vehicle transaction.
    D. Consumers will be able to check your grade on Dealer Report Cards, and make a decision on who they want to buy from.
    E. We help promote individuals as well as dealers and we do not leak your customers to your competition like other solutions.

 

  • How does an auto shopper find my page?
    By zip code or they can also put your dealership name in to search. Your Dealer Report Cards grade can be viewed by consumers as well.

 

  • Do you put dealer or manufacturer logos on the pages?
    Yes, we do it for you with links for better branding.

 

  • When a consumer searches for a sales person how are the results ranked?
    Results are ranked by Dealer Report Cards grade. This gives those with higher grades an advantage, and motivates them to keep up the good work! It also helps those who need a boost to get with the program.

 

  • How does Dealer Report Cards insure that reviews are legitimate?
    We invite only your customers to review you. There are no random posts by
    non-customers.

 

  • What happens to my page if I leave the dealership and go to another dealership?
    The pages of the reviews for individual sales people belong to the dealer.

 

  • Can I embed any videos on my Dealer Report Cards page?

Yes, and change them at will.

 

 

Car Dealers Need To Think About Their Review Process

Posted by Kim Clouse | Posted in Dealer Report Cards | Posted on 04-05-2012

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Dealer Report Cards is not your everyday rating and review platform for car dealers. When Dealer Dimensions set out to design and build a solution that enabled car dealers to evaluate customer issues and respond accordingly, we decided to start with the one thing that all dealers needed to know about, their true customers experience. We understand that prospects are customers too, but CSI for most manufacturers of automobiles, is dependent on how an individual or business felt their experience was up to and at the time of purchase. After that purchase, the future service experience needs to be understood as well, and this is where Dealer Report Cards differs from all other reputation management solutions.

The fact that we focus daily on deals that are closed in finance and RO’s that have been closed in service allows us to cross reference all relative customer and employee data to automate the review process. There are companies who provide dealers with templates to send to customers and they work well but automation and a controlled posting environment yield better results. If you can control where reviews are posted and make that data cache above all other search results for “Dealer Name/Reviews”,  you are much better off. Here is an example.  If you don’t think so, go to all of your current review sites and see for yourself. With one or two exceptions, every single rating and review site that is viewed by your prospects has a complete listing of all your local competition, complete with links to their websites. It is like owning the billboard on your property and asking your local competition to put their ad there. Why would any dealer or group allow links on their websites that enable the customers they are paying to attract to go directly to any of their competition?  This alone proves how important reviews have become in todays automotive environment. Car dealers have been duped into thinking their reputation can be managed in this way.  Small problems that used to get swept under the rug have become paramount to determining monthly CSI and reputation because everyone is carrying the internet around in their pocket. Why not use it to your advantage?

Another thing, if you were the customer how likely are you to create a username and password and sign up for a service to review your store? I promise, when the OEM review gets there they may not bother with it even if they love you. We all know what happens when we only get four or five responses for a reporting period and two of them suck. On the other hand, if their experience was marginal they will get right to it. Wouldn’t you rather be pro-active and handle the issue before that happens? You need Dealer Report Cards   

There are no extra usernames, passwords or sites for the customer to sign in to and create an account just to tell the dealer they had a good experience or a problem. They get an e-mail, click on their answers to five questions and click submit. Then dealers get the results with the ability to respond and ask for a review update.

So, a review webpage for every employee who interacts with your customers, SEO, video, reporting and notification or, your competitors ads?

Sell well and be professional.

Kim Clouse CEO – Dealer Dimensions

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