CBT Automotive Network Podcast

Week In Review: How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom | Surprise and Delight: A Great Customer Service Concept. Or Is It? | How to Out-Perform the Competition in Digital Retailing

CBT News Week In Review for Friday, May 31st, 2019:

How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom - Brian Moody, Autotrader

Memorial Day is filled with perks and incentives. This holiday signifies the start of summer sales, but even with incentives and a strong economy, dealers are still struggling to get customers into showrooms. Here to talk more on the subject is Brian Moody, Executive Editor at Autotrader. Moody discusses a variety of ways in which dealerships can entice consumers into the showroom throughout the summer, and gives feedback and perks that are important to highlight for interested customers. To learn more about these strategies and how to best capitalize on summer incentives watch the full interview.

Surprise and Delight: A Great Customer Service Concept. Or Is It? - Shep Hyken, CX Expert and Best Selling Author

When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”.

How to Out-Perform the Competition in Digital Retailing - Tim Cox, CarNow

Digital Retailing is the latest and most talked about trend dominating the auto retail industry. But what does digital retailing really encompass, and how can your dealership out-perform the competition? Here to discuss digital retailing in more detail is Tim Cox, Senior VP of Sales and Co-Founder at CarNow. Tim gives us his own perspective on digital retailing and explains exactly what it is and what about it dealers should be paying attention to. Additionally he discusses trends within digital retailing as well as what consumers are saying about it. To hear more on these topics check out the full interview above.

How F&I Expert Rick McCormick Found His Niche in the Most Unlikely Place

Recently, Rick McCormick joined CBT's Jim Fitzpatrick in the studio. Rick is the National Account Development Manager at Reahard & Associates, a business that provides custom-tailored in-dealership F&I training programs and consulting services that help to increase a dealership's F&I income. Rick discusses his past work as a clergyman and how it affects his F&I training techniques today, and the similarities that he has discovered related to the skills needed for each line of work.

How F&I Expert Rick McCormick Found His Niche in the Most Unlikely Place | Providing the Ideal Car Buying Experience for Single Parents | Three Ways Service Centers Can Improve their Trustworthiness

Today on CBTNews.com - Thursday, May 30th, 2019:

How F&I Expert Rick McCormick Found His Niche in the Most Unlikely Place

Recently, Rick McCormick joined CBT's Jim Fitzpatrick in the studio. Rick is the National Account Development Manager at Reahard & Associates, a business that provides custom-tailored in-dealership F&I training programs and consulting services that help to increase a dealership's F&I income. Rick discusses his past work as a clergyman and how it affects his F&I training techniques today, and the similarities that he has discovered related to the skills needed for each line of work.

Providing the Ideal Car Buying Experience for Single Parents

As of the last Census in 2012, there are 85 million mothers in the United States with children under 18. While the talk about enhancing the dealership customer experience typically involves general conversations about men and women, a recent cars.com survey centers on this group particular group. They surveyed more than 1,000 moms to inquire about their needs when shopping for a car. Their profound responses can help dealers begin to address the rising truth that more women—especially moms—are making purchasing decisions regarding car ownership.

Three Ways Automotive Service Centers Can Improve their Trustworthiness

Automotive service centers often get a bad rap for being dishonest or overcharging. This type of misconception about a business can be detrimental. Often, the reasons behind these ways of thinking are a lack of understanding about the automotive service center industry and poor communication between customers and service center employees. By making communication a priority, using urgency sparingly, and getting mechanics involved with customers, service centers can prove themselves trustworthy and attract more customers.

How F&I Expert Rick McCormick Found His Niche in the Most Unlikely Place | Providing the Ideal Car Buying Experience for Single Parents | Three Ways Service Centers Can Improve their Trustworthiness

Today on CBTNews.com - Thursday, May 30th, 2019:

How F&I Expert Rick McCormick Found His Niche in the Most Unlikely Place

Recently, Rick McCormick joined CBT's Jim Fitzpatrick in the studio. Rick is the National Account Development Manager at Reahard & Associates, a business that provides custom-tailored in-dealership F&I training programs and consulting services that help to increase a dealership's F&I income. Rick discusses his past work as a clergyman and how it affects his F&I training techniques today, and the similarities that he has discovered related to the skills needed for each line of work.

Providing the Ideal Car Buying Experience for Single Parents

As of the last Census in 2012, there are 85 million mothers in the United States with children under 18. While the talk about enhancing the dealership customer experience typically involves general conversations about men and women, a recent cars.com survey centers on this group particular group. They surveyed more than 1,000 moms to inquire about their needs when shopping for a car. Their profound responses can help dealers begin to address the rising truth that more women—especially moms—are making purchasing decisions regarding car ownership.

Three Ways Automotive Service Centers Can Improve their Trustworthiness

Automotive service centers often get a bad rap for being dishonest or overcharging. This type of misconception about a business can be detrimental. Often, the reasons behind these ways of thinking are a lack of understanding about the automotive service center industry and poor communication between customers and service center employees. By making communication a priority, using urgency sparingly, and getting mechanics involved with customers, service centers can prove themselves trustworthy and attract more customers.

Today on CBT we are happy to have Rick McCormick in our studio. Rick is the National Account Development Manager at Reahard & Associates, a business that provides custom-tailored in-dealership F&I training programs and consulting services that help to increase a dealership's F&I income. Rick discusses his past work as a clergyman and how it affects his F&I training techniques today, and the similarities that he has discovered related to the skills needed for each line of work. He says that there are two skills that are most important in becoming an effective minister: to be a good listener and a good communicator. And he describes how is it these very skills that helped him so effectively in F&I training. To hear more about these necessary skills and more watch the full interview above or visit the Reahard & Associates website: go-reahard.com.

Today on CBT we are happy to have Rick McCormick in our studio. Rick is the National Account Development Manager at Reahard & Associates, a business that provides custom-tailored in-dealership F&I training programs and consulting services that help to increase a dealership's F&I income. Rick discusses his past work as a clergyman and how it affects his F&I training techniques today, and the similarities that he has discovered related to the skills needed for each line of work. He says that there are two skills that are most important in becoming an effective minister: to be a good listener and a good communicator. And he describes how is it these very skills that helped him so effectively in F&I training. To hear more about these necessary skills and more watch the full interview above or visit the Reahard & Associates website: go-reahard.com.

How to Out-Perform the Competition in Digital Retailing - Tim Cox | Social Media: The 5 Dos and Don'ts Your Dealership Marketing Team Needs | The Power of Feedback

Today on CBTNews.com - Wednesday, May 29th, 2019:

How to Out-Perform the Competition in Digital Retailing - Tim Cox, CarNow

Digital Retailing is the latest and most talked about trend dominating the auto retail industry. But what does digital retailing really encompass, and how can your dealership out-perform the competition? Here to discuss digital retailing in more detail is Tim Cox, Senior VP of Sales and Co-Founder at CarNow. Tim gives us his own perspective on digital retailing and explains exactly what it is and what about it dealers should be paying attention to. Additionally he discusses trends within digital retailing as well as what consumers are saying about it. To hear more on these topics check out the full interview above.

Social Media: The 5 Dos and Don'ts Your Dealership Marketing Team Needs

Connecting with customers via social media requires a different mindset from other forms of marketing because the goal is to create an ongoing two-way engagement. The challenge in putting the “social” in “social media” requires dealerships to find new ways to connect with their customers. This challenge, however, is also an opportunity to build value in the customer’s mind before they ever step foot inside the dealership.


The Power of Feedback

You head to the doctor and complain you are not feeling well. The doctor sends you for a battery of tests. You return the following week and you sit back with the doctor to review results. Then you notice a few things circled in red on the report. Now their feedback becomes more targeted. The discussion becomes more focused regarding your cholesterol being high. The questions begin to dive into what you eat, how you exercise (or not) and the doctor begins to map out what actions are causing these results. The next part of the discussion moves to specific strategies to create different outcomes.

How to Out-Perform the Competition in Digital Retailing - Tim Cox | Social Media: The 5 Dos and Don'ts Your Dealership Marketing Team Needs | The Power of Feedback

Today on CBTNews.com - Wednesday, May 29th, 2019:

How to Out-Perform the Competition in Digital Retailing - Tim Cox, CarNow

Digital Retailing is the latest and most talked about trend dominating the auto retail industry. But what does digital retailing really encompass, and how can your dealership out-perform the competition? Here to discuss digital retailing in more detail is Tim Cox, Senior VP of Sales and Co-Founder at CarNow. Tim gives us his own perspective on digital retailing and explains exactly what it is and what about it dealers should be paying attention to. Additionally he discusses trends within digital retailing as well as what consumers are saying about it. To hear more on these topics check out the full interview above.

Social Media: The 5 Dos and Don'ts Your Dealership Marketing Team Needs

Connecting with customers via social media requires a different mindset from other forms of marketing because the goal is to create an ongoing two-way engagement. The challenge in putting the “social” in “social media” requires dealerships to find new ways to connect with their customers. This challenge, however, is also an opportunity to build value in the customer’s mind before they ever step foot inside the dealership.


The Power of Feedback

You head to the doctor and complain you are not feeling well. The doctor sends you for a battery of tests. You return the following week and you sit back with the doctor to review results. Then you notice a few things circled in red on the report. Now their feedback becomes more targeted. The discussion becomes more focused regarding your cholesterol being high. The questions begin to dive into what you eat, how you exercise (or not) and the doctor begins to map out what actions are causing these results. The next part of the discussion moves to specific strategies to create different outcomes.

Digital Retailing is the latest and most talked about trend dominating the auto retail industry. But what does digital retailing really encompass, and how can your dealership out-perform the competition? Here to discuss digital retailing in more detail is Tim Cox, Senior VP of Sales and Co-Founder at CarNow. Tim gives us his own perspective on digital retailing and explains exactly what it is and what about it dealers should be paying attention to. Additionally, he discusses trends within digital retailing as well as what consumers are saying about it. To hear more on these topics check out the full interview above.

Digital Retailing is the latest and most talked about trend dominating the auto retail industry. But what does digital retailing really encompass, and how can your dealership out-perform the competition? Here to discuss digital retailing in more detail is Tim Cox, Senior VP of Sales and Co-Founder at CarNow. Tim gives us his own perspective on digital retailing and explains exactly what it is and what about it dealers should be paying attention to. Additionally, he discusses trends within digital retailing as well as what consumers are saying about it. To hear more on these topics check out the full interview above.

Surprise and Delight: A Great Customer Service Concept. Or Is It? - Shep Hyken | The Best Way to Pay Your Service Technicians | How To Measure the Return On Investment For Automotive Events

Today on CBTNews.com - Tuesday, May 28th, 2019:

Surprise and Delight: A Great Customer Service Concept. Or Is It? - Shep Hyken, CX Expert and Best Selling Author

When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”.

The Best Way to Pay Your Service Technicians

Employee wages are one of the biggest expense of any dealership. This is especially true in the service department. Attracting quality talent and paying them what they are worth are essential to the success of any service department. But how do you ensure that the money you spend on service technicians is translating into production and profits?

How To Measure the Return On Investment For Automotive Events

Perhaps you’re trying out your own marketing plan or you might have hired an out house agency to develop a comprehensive marketing plan for your dealership. Either way, it’s a big move to invest in a digital marketing strategy, so it’s no surprise that you want to get the most amount of bang for your buck. The fact though is that automotive digital marketing is not a one-size-fits-all solution. Every dealership has its own success formula without a single definition equation that measures success.