Dealer Talk With Jen Suzuki

In this episode, I sit down with Rob Cochran, Chairman & CEO of Cochran Automotive Group, 39th largest dealer group in the nation, to dive into the future of the automotive industry and the critical changes dealers must embrace. Rob has also been on the NADA board since 2020 and is the upcoming 2025 Vice Chairman and 2026 Group Chairman. 

Rob sheds light on the government mandates, OEM conformity, and digitalization that are reshaping the landscape. From ADAS and autonomous driving to the impact of China on global OEMs, Rob explains how the industry is evolving and why the focus must remain on the customer.

We discuss the importance of building strong, long-term relationships with customers, as dealers must adapt to new technologies and changing shopping behaviors. Rob emphasizes the need for dealerships to shift from short-term targets to a customer-centric, experience-driven approach that nurtures loyalty and supports sustainable growth.

As we explore the rise of AI, Rob highlights how it’s revolutionizing both sales and service processes, and how dealers must rethink traditional methods to stay ahead. With a deep dive into leadership philosophy, culture, and growth strategies, Rob offers valuable insights into leading a dealership through these changing times.

Don’t miss this compelling conversation about navigating change, fostering loyalty, and driving the future of the automotive retail industry

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, I dive deep into a crucial yet often overlooked aspect of the sales process: the importance of teaching salespeople how to sell their own credibility. When engaging with potential buyers, establishing trust and demonstrating expertise is paramount. Many sales professionals struggle with this, but it’s essential for building meaningful connections and fostering a customer-centric approach.

Join me as I explore strategies for establishing credibility, highlighting your expertise, and forging personal connections that resonate with buyers. We’ll discuss the power of a confident introduction and the importance of bringing genuine value to the table—often in the form of saving your customers time.

I’ll share insights on how to effectively communicate your credibility, especially in today’s remote sales landscape where words carry more weight than ever. With the right credibility statements woven into your sales conversations, you can inspire trust and confidence in your potential clients.

Drawing from my daily experiences working with salespeople in dealerships, I’ll provide practical examples and techniques to help you set yourself up as a respectable professional. Whether you’re meeting buyers face-to-face or through a screen, the skills you develop in selling your credibility will make all the difference in your sales success.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we're diving into effective appointment-show techniques specifically designed for general managers and sales managers in the dealership environment. This is a highly successful activity that can transform your approach to customer interactions and drive next-level success. 

Join me as I share powerful training and coaching techniques that high-performing managers use to break barriers every day. We’ll reflect on concepts from a previous episode on Reverse T.O./E.M.I., identifying three key strategies that bridge the gap between BDC and Sales. You'll learn how to create a VIP experience for every customer with an appointment, ensuring they feel welcomed and valued.

I’ll outline specific goals for managers to embrace, empowering them to support their salespeople and BDC teams effectively. You’ll walk away with a step-by-step role-playing activity that engages GM’s in the sales process, helping them set clear expectations that can be practiced repeatedly. By incorporating customer notes into this warm welcome, you’ll find that write-ups become smoother, communication improves, and deals are made and delivered more efficiently.

Sales managers can also adopt this activity to help their teams master the improved sales process, reinforcing the importance of practice within your organization. Plus, don’t forget to grab some flip chart paper for this engaging exercise!

Tune in to elevate your appointment-show game and foster a culture of continuous improvement in your dealership!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we're exploring innovative strategies for interviewing and onboarding new salespeople in your dealership for 2024. As the sales process continues to evolve, it's crucial that our interview and onboarding practices keep pace. Join me as I discuss how setting clear expectations from the outset can empower new team members to understand their roles and what it takes to succeed in your organization.

With the majority of car buyers engaging through calls, texts, and emails before they even step foot in the dealership, the importance of strong phone skills cannot be overstated. As inbound calls continue to rise, we need to communicate to new hires that making calls is a key expectation. I’ll share how to tie this essential skill into your interview process, ensuring everyone is aligned from day one.

Throughout the episode, I’ll cover effective interview questions, streamlined processes, and actionable onboarding steps that will inspire you to elevate this critical aspect of your business. Whether you're a seasoned manager or new to the hiring process, you’ll gain valuable insights to enhance your team's performance and drive success in the coming year.

Tune in to revamp your approach to onboarding and prepare your dealership for success in 2024!

Join us for an insightful episode where I sit down with Bill Reidy, VP of Sales, and Carol Marshall, COO at ActivEngage, a leader in people-powered messaging solutions for car dealerships. We delve into how personalized engagement transforms the car-buying experience, ensuring online shoppers feel valued and cared for.

Discover the evolution of customer engagement through digital interactions, including chat and SMS, and learn why these channels deserve the same attention as in-person conversations. We'll explore the critical differences between actively engaged and fully engaged customers, emphasizing the importance of relationship-building in the sales process.

We highlight the art of engagement that uncovers customers' needs and pain points, accelerating the sales funnel. ActivEngage’s innovative approach helps dealerships harness the power of digital retailing, driving higher-quality leads and faster closing rates.

This episode is packed with strategies to avoid outdated methods and enhance your dealership’s online presence. Learn how to maximize your marketing spend, track chat data for insights, and ensure your team is prepared to engage customers at every opportunity.

Tune in to discover how to leverage value-based conversations to boost your conversion rates. Don't miss out—check out ActivEngage now or visit them at the NADA Show this January!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

ActivEngage is your digital messaging driver with more then 14,000 satisfied customers in automotive chat. 

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Join us for an insightful episode with Carla Wade, Chief Revenue Officer at Lotlinx, to discuss the current challenges facing car dealerships in our "State of the Union" segment. With dealers scrambling to offload bloated inventories, we delve into the evolving landscape of automotive sales where traditional advertising methods are becoming obsolete.

As consumers spend 13-15 hours making vehicle decisions over a span of 1-3 months, inflation and rising interest rates have made buyers more cautious, often driving them over 50 miles to find the right deal. Carla highlights the pressing need for dealers to enhance their online presence, emphasizing the importance of VIN-level marketing and effective dealership website management.

In this episode, Carla breaks down the critical differences between AI and machine learning, explaining how each can be leveraged to make smarter inventory management decisions. She discusses how Lotlinx stands at the forefront of this technological evolution, guiding dealerships to choose the right tools that not only streamline operations but also provide valuable insights into market dynamics.

Discover how improved vehicle descriptions, competitive pricing, and high-quality photos can attract buyers in today’s market. Carla shares insights on using AI and machine learning to optimize pricing strategies and enhance inventory visibility, allowing dealerships to make informed decisions without the overwhelming manual effort.

Learn how technology can help pinpoint low-funnel buyers and ensure that vehicles are seen by the right customers at the right time. Carla emphasizes the importance of understanding specific dealership needs to effectively harness data, leading to better decision-making and increased profitability.

With practical metrics and a simple checklist, she breaks down how dealers can maximize efficiency and profitability while reducing the need for discounts. Tune in to learn how to navigate the complexities of today’s automotive market and harness the power of Lotlinx’s expertise to reclaim your time and boost your bottom line!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Join my interview with Liz Hernandez, a powerhouse in dealership growth and training with the Morgan Automotive Group. With passion and energy at an all-time high, Liz discusses her tireless efforts to uplift numerous dealerships under her guidance. She highlights the crucial role of culture and leadership in driving success, emphasizing that when General Managers (GMs) and managers actively engage with salespeople, everyone benefits. “Train your people,” she says repeatedly making the point that you must “love on people.” 

Liz shares her approach to training, addressing the common excuse of being “too busy.” She believes that when the entire team is in sync, more appointments are made, leading to increased sales. Her unique ability to encourage salespeople to seek feedback on their calls reflects a growing confidence and commitment to improvement.

Delving into the dynamics of leadership, Liz outlines how successful GMs set the tone for the day by prioritizing collaborative training sessions. She emphasizes that building a strong culture requires GMs to actively participate in daily training on product knowledge, rapport building, and phone skills, ensuring that every salesperson has the tools to succeed.

Liz also confronts the challenges faced by service departments, stressing the need for ongoing training. She points out that service advisors, as the frontline of the brand, often struggle with difficult customer interactions. By investing time in training, managers can empower their teams to handle calls effectively, leading to greater customer loyalty and satisfaction.

Throughout the episode, Liz advocates for a culture where complacency is absent, and training is embraced as a vital part of daily operations. She shares strategies to celebrate successes and recognize efforts, reinforcing the idea that investing in people leads to better results.

Tune in to discover how to cultivate a thriving dealership environment through dedicated training, strong leadership, and a focus on nurturing your team!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we dive deep into a crucial yet often overlooked aspect of the sales process: documenting notes. Whether you're a manager, a BDC representative, or a sales rep, this episode is tailored for you. 

I explore why documenting customer interactions is essential for improving sales performance and enhancing customer relationships. We’ll discuss how thorough note-taking can help each team member make more personalized connections with customers, ultimately leading to more successful car deals. 

I pull up my worksheet on what to document that I use in dealerships when I’m training and coaching. Ask me for a copy!

Discover how consistent documentation fosters unity within the team, ensuring everyone is on the same page and that every customer feels valued. Just like putting cars back on the lot, this practice requires ongoing attention and commitment. Don’t miss this opportunity to elevate your customer service and sales strategies! Tune in and learn how to turn your notes into a powerful tool for success.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, we sit down with Denise Leleux, CEO of Curbee, a pioneering mobile service tech platform designed specifically for dealerships. After their successful time deploying mobile with Tesla, Denise and her team gained invaluable insights that led to the creation of playbooks and standards to help dealers seamlessly deploy mobile service solutions.

Join us as Denise shares her expertise on setting up mobile service initiatives, tackling some of the biggest challenges dealers face, and the transformative benefits of adopting mobile service. Discover how this innovative approach not only enhances customer service but also builds trust through transparency and retains clients even after their warranties expire.

We dive into the future of mobile service, the lessons learned from working with Tesla, and how dealers can leverage this knowledge to improve sales and customer relationships. Whether you're a dealership owner or a sales professional, this episode highlights the many advantages mobile service brings to the table and offers actionable insights that can elevate your sales strategy. Tune in for an enlightening conversation that could change the way you think about mobile service in the automotive industry!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

General Managers, Desk Managers and Sales Teams! Learn how to execute the reverse T.O. and set the tone for a car deal, a solid review and a repeat client!

In this episode, I teach the art of creating a warm and welcoming atmosphere for car buyers through the innovative concept of the reverse T.O. General managers and sales managers this is the vital act that first impressions play in the sales process.

Discover how to make every customer feel like a VIP from the moment they step into the dealership. We’ll discuss the importance of personal connections, immediate engagement, and how to effectively represent your dealership and brand. Learn actionable strategies to ensure that customers feel anticipated and valued, transforming their experience into one that feels tailored just for them.

We’ll explore the power of prior customer research and how it allows managers to initiate meaningful conversations that make customers feel like gold. When sales managers introduce customers to their salespeople while sharing insights about the preparation that went into their visit, it not only boosts the credibility of the salesperson but also enhances the overall value of the team.

This episode is packed with practical tips and real-world examples that will empower managers to kick off every car deal in the most favorable way. By mastering the greeting, managers can set a positive tone for the entire sales process and demonstrate their commitment to the success of each salesperson on their team.

Listen in to level up your skills in customer engagement and learn how to build value at hello—because the first impression truly makes all the difference!

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

 🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.