Digital Dealer - July 2019 - 31

Road Trip to DD27 | AUG 19-21, 2019 | Las Vegas

average, 250 units monthly, and within
three years, he brought his team and the
dealership to consistently sell over 700
units per month.
Alex will cover what true accountability
is, along with a roadmap to create the
culture necessary to achieve success,
all while training your team to embrace
the mindset of world-class service. This
training will not only enhance you as a
person but will raise your sales in every
department of your dealership!
TAKEAWAYS:
 Excel in accountable actions. Learn
how to not only be a coach but a true
leader and how to make it a habit to
follow through on holding your team truly
accountable.
 Enhance the culture of your
dealership, and get your managers and
salespeople following proper processes
while having passion, energy, and drive.
 Explore the mindset of world-class
service - what it means and how to get
your entire team on board.
ONLINE REPUTATION SCORES
In a digital world our reputation is now
measured by 'stars' and 'thumbs up,' but
how do we make sure that we get the
reviews we want and offset the ones we
don't?
Are the factory surveys your only
source of customer feedback? Factory
surveys are a picture of a small slice in
time. How many times have you received
a poor factory survey and the customer
said they loved the salesperson?
Reviews are a 'numbers game.' The
more reviews you get the easier it is to
increase your reputation score.
"Get Your Customers to Love You
365 Days a Year & Maintain the Highest
Star Rating in Your Market," presented
by Mike Lee (Internet Director, Melloy
Nissan) will help you to embrace even
bad reviews and develop a plan to
respond to all reviews both good and
bad. Mike will share real-world CSI
score improvements that led their team
to success in just a little over a year.
He'll explain how committing to soliciting
reviews from every customer at every

touch point will help you improve your
reputation scores. Mike will share how
to assess and correct problems in your
review approach by addressing critical
questions, such as: Do you rely on
salespeople and service advisors to
solicit reviews? Are they "cherry picking"
the customers they ask for a review?
You'll learn how to monitor reviews,
craft responses that are designed to
make reviewers feel that their comments
are important to the dealership, and
designate the right person to review,
respond, and manage each and every
review. Reputation management is not
an overnight fix, but after attending
this session, you will have a plan to
implement immediately to jumpstart
reviews working in your favor.
TAKEAWAYS:
 Learn why it is important to take
the review generation process from the
salespeople and service advisors.
 Learn how to automate review
solicitations and who to solicit reviews
from.
Understand how to respond to
reviews to maximize the benefits of
good reviews and minimize the negative
effects of poor reviews.
CONNECTING ONLINE
SHOPPERS WITH OFFLINE
EXPERIENCES
Digital within the dealership has
become robust. Dozens of software
developers offering hundreds of
marketing integrations has enabled
dealers to better track and understand
the digital actions of shoppers. But,
much of the digital side of the consumer
transaction is lost once the shopper
actually reaches the dealership, primarily
through the mishandling of information
generated during the online shopping
process.
"Level Up: How Dealerships Are
Connecting Online Shoppers With Offline
Experiences," presented by Kris Nielsen
of Aristocrat Motors and Cavan Robinson
of DealerSocket, will help you to close
the loop between online research and
offline transactions.

Kris Nielsen will speak to the dealer
side of the transaction, while Cavan
Robinson of DealerSocket will explain
how the consumer journey has evolved
and how some shoppers are now even
more informed than the salespeople they
speak with.
TAKEAWAYS:
 Understand how today's consumers
are more informed than they have ever
been (over 21 different touch points along
the shopping journey), as well as how
that impacts dealerships.
 Learn what other dealerships are
doing to maintain the same level of
product knowledge as the customers that
visit their showroom.
 Learn how progressive dealers
are implementing new technologies and
strategies to appeal to customers online
and offline.
VANISHING ROI &
HOW TO FIND IT
BDC, service drive conversion, equity
mining, and CRM top the list of leakiest
profit-drivers in the sales department.
During "Vanishing ROI & How to Find It
In Your Daily Variable Operations," Chris
Sondesky of BDC Pros will help you to
make the most of the $100k+ per year
your rooftop spends on CRM, service
drive/equity-mining tools, call tracking
and the like while sharing the best
practices of the most successful dealers
who have plugged their profit drain.
You'll learn how to inspect what you
expect from your people and processes
while defining the pathway to recovering
lost profits. Go through various live
dealer examples of how to quickly and
accurately dissect daily operational
reporting into easy-to-digest reporting
to review with relevant stakeholders.
These examples will be broken down
into the necessary information needed
to craft actionable plans to coach and
guide teams towards the desired goals,
and what that reporting can look like in
just a few minutes per day of review and
planning.

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

J U LY 2 0 1 9

31
http://www.DIGITALDEALER.COM
Digital Dealer - July 2019

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