Automotive News - October 17, 2016 - Supplement - S3

OCTOBER 17, 2016 ❙ 3 contents A COLLECTION OF BEST PRACTICES INSIDE THIS ISSUE 20 31 34 4 Optimizing your transparency and your customers' time 7 How dealers can create a great F&I experience for millennials 8 OC Auto Team: Swift response to thwart the effects of negative online reviews 10 Phillips Chevrolet: Managers listen to and critique employee phone calls with customers 11 Kuni Automotive: Centralized accounting department improves efficiency 12 Smith Volkswagen: Performance and tuning center attracts enthusiasts and boosts parts sales 13 Huffines Chrysler-Jeep-Dodge-Ram Lewisville: Aftermarket audio accessories increase profits 14 Rolls-Royce Motor Cars Palm Beach: Special events, vehicle customization appeal to ultrarich consumers 15 Ford of Kirkland and Hyundai of Kirkland: Split the cost of new tablet computers with salespeople 16 Berlin City Auto Group: Online-ordering business complements home-delivery service 17 Don Hinds Ford: Converting to LED lighting from incandescent reduces power use and maintenance 18 Andy Mohr Automotive Group: Digital tracking identifies the most effective marketing methods 19 Toyota of El Cajon: Individual, personalized responses to each Yelp review 20 Advantage Chevrolet: Extended employee lunch breaks to encourage exercise 21 Hoehn Motors: 3 carefully planned sales events per year maximize marketing dollars 22 Gorno Ford: Service department uses text messages to improve communication with customers 23 Priority Auto Group: Free services to new-car buyers 26 Sheehy Auto Stores: Acquisition of Harley-Davidson dealership helps the group better handle trade-ins 27 Automotive Associates of Atlanta: Group strives for factory incentive targets, then reinvests in its stores 28 Star Chevrolet: Digital market-data tools boost sales of used vehicles 29 Bourgeois Chevrolet: Quebec dealership specializes in plug-in hybrids 30 Bomnin Chevrolet: Dealer strives for staff stability that leads to repeat customers and referrals 31 Victorville Motors: "It's a Gas to go to Class" car giveaway encourages students' perfect attendance 32 Prestige Imports Lamborghini: Heavy reliance on social media to promote exotic cars 34 Ray Skillman Auto Group: Beefing up employee search and interview procedures to hire college grads 35 AutoNation Ford Gulf Freeway: Houston dealership adds bilingual staffers to reach out to Hispanics 36 Kelly BMW and Paul Miller BMW: Careful inventory control improves turn rates and profits 38 Sheehy Auto Stores: Partnership with American Heart Association generates donations, vehicle sales 39 Stivers Ford-Lincoln: Artificial intelligence software follows up on Internet leads 40 Zamora Automotive Group: Customized marketing messages on multiple video screens 41 Gaudin Porsche: Customers undecided about a purchase may be offered laps on a nearby racetrack 42 Pritchard Family Auto Stores: CEO's son, daughter form a group of future company leaders 43 Axelrod Buick-GMC: Used-vehicle manager pays sales staffers to find inventory for the store to sell 44 Carr Auto Group: Software checks used-vehicle stock overnight for open safety recalls 45 Porsche Norwell: Service customers get to know their technicians one-on-one 46 Fenton Nissan of Rockwall: Radio-frequency identification technology greets service customers 47 Autobarn: Group converts a former factory into a service and vehicle storage center 46 35

Table of Contents for the Digital Edition of Automotive News - October 17, 2016 - Supplement