Digital Dealer - June 2019 - 1

Contents

SHOW DIRECTOR

Matthew Ramirez
matthew.ramirez@digitaldealer.com

A Message from the Show Director
BY MATTHEW RAMIREZ

C O V E R STORY

EDITORIAL

Editor & Conference Producer
Alissa Calvaruso
alissa.calvaruso@digitaldealer.com

20 Interview with Kelly Levesque of Capitol City Honda
COVER PHOTO BY MATT BURN

ADVERTISING

SP E C IA L FEATU R ES

Sales Executive Kerry Harrington
Kerry.Harrington@digitaldealer.com

32 Q&A with Melanie Borden of Celebrity Motor Cars

Sales Executive Greg Ree
Gree@digitaldealer.com

36 Emerging Trends & Tech Impacting Auto Retail

Sales Consultant Greg Noonan
Greg.Noonan@digitaldealer.com
Advertising Sales
Sponsorships@digitaldealer.com

ART

Creative Director Linda Fisher

L EAD ER S H IP

PRODUCTION

Production Manager Terri Hill

MARKETING

Marketing Manager Lindsey C. Kostura
Marketing Coordinator Meagan Rice

CONFERENCE

Operations Director Julie Freedman

CIRCULATION SUBSCRIPTION
Rich Jarrett
314-432-7511, gatewayrj@att.net

EMERALD EXPOSITIONS
President and CEO
Sally Shankland
Chief Financial Officer
Philip Evans
Chief Information Officer
Bill Charles
SVP General Counsel and Secretary
David Gosling
Senior Vice President
Gannon Brousseau
Senior Vice President, Finance
Dave Sunderland
Senior Vice President, Marketing Services
Joanne Wheatley
Vice President, Human Resources
Eileen Deady

Volume 26, Issue 6, Dealer magazine (ISSN 1537-6141)
is published monthly by Emerald Expositions, LLC.
Mailing address is 100 Broadway, 14th Floor, New York,
New York 10005. Periodicals Postage Paid at New
York, NY and additional mailing offices. POSTMASTER:
Please send address changes to: Dealer Magazine,
P.O. Box 16770, St. Louis, MO 63105. Subscriptions
are $48.00 per year, 12 issues per year, monthly. Back
issues, $10.00 each. Make check payable to Emerald
Expositions, LLC. Send to: P.O. Box 16770 St. Louis, MO
63105. Reprint requests: alissa.calvaruso@digitaldealer.
com.

A publication of
Emerald Expositions

E MER GIN G TR E N D S

The Four Levels of Accountability
BY DAVE ANDERSON

25 What Artificial Intelligence Can (and
Can't) Do for Your Dealership
BY MO ZAHABI

SPEN D M A N A GE MEN T

Supplier Consolidation= Higher
Prices= More Profit Challenges

C U STOMER EX P E R IEN C E

26 Bring Them to Your Website!
BY JIM BOLDEBOOK

BY DOUG AUSTIN
F RAN C H I SE LAWS

SOC IA L ME D IA

10 Beware of the Terms of Your
OEM's Approval of a Franchise
Relocation Request

28 Social Selling: 10 Actions
to Get Traction

BY RICHARD SOX, ESQ.

BY KATHI KRUSE
D ATA & A N A LYTIC S

31 Tracking Data to Outpace
the Competition

F IXED O P E R ATION S

12 Service Opportunities
Increase With Trucks,
SUVs, and Crossovers

BY KEN GIBSON

SALES &
VARIABLE OPS

BY CHARLIE POLSTON
L EAD E R S H IP

S A LE S TEC H N IQU E

14 Is It Time for a Dealership
Check-Up?

40 10 Core Beliefs of Highly
Influential Sales Leaders

BY CHUCK BARKER

BY MIKE HIRSCHFIELD

F IXED O P E R ATION S

18 Should Employees Understand
the Company Financial Statement
Scoreboard?
BY ED KOVALCHICK

MARKETING
& ADVERTISING

DEALER OPS
& MANAGEMENT

CRM

42 90% of Dealership CRMs
Are Broken, Set Up Wrong,
& Not Used Consistently
BY SEAN V. BRADLEY, CSP
C U STOMER EX P E R IEN C E

46 Maximize Your Profit With
Omni-Channel Retailing
BY MIKE CAVANAUGH
Dealer Magazine makes every attempt to ensure the accuracy of all published works. However it cannot be held responsible
for opinions expressed or facts supplied herein. Nothing may be reproduced in whole or in part without written permission
from the publisher. All rights reserved. The publisher encourages you to submit suggestions. Submitted materials become
the property of Emerald Expositions and will not be returned. Send material for publication to 2600 N. Military Trail, Suite
390, Boca Raton, FL 33431. The editor reserves the right to edit material; submission of material constitutes permission to
edit and publish that material. This publication is designed to provide accurate and authoritative information in regard to the
subject matter covered. It is presented with the understanding that the publisher is not engaged in rendering legal, accounting
or other professional service. If legal advice or other expert assistance is required, the services of a competent professional
person should be sought. From a Declaration of Principles jointly adopted by a Committee of the American Bar Association
and a Committee of Publishers.

D I G I TA L D E A L E R . C O M

JUNE 2019

http://www.DIGITALDEALER.COM

Digital Dealer - June 2019

Table of Contents for the Digital Edition of Digital Dealer - June 2019