CRM Usage: It Starts From the Top Down

Beth Petermeier, President, CRM CPR

Working to achieve sales goals is like climbing a mountain. It’s important for every team member to be involved and to understand their role to be able to reach your goal. It’s easy for the mountain to seem insurmountable if anyone drops the ball. I will give specific takeaways for every position that you can take back to your store and start doing immediately. Is your CRM just a tool for Sales Consultants? Does the General Manager really need to be logging into the CRM? What about the General Sales Manager? What should the Sales Manager be doing on a daily basis to ensure your success? Set proper expectations for each member of your team and watch them reach the summit.


Making a manager; solving the retail management talent crisis

Alan Ram, Founder & President, Alan Ram’s Proactive Training Solutions

While many dealerships are staffed by managers who are great closers and desk people, they don't necessarily have people with great "management" skills. In today's automotive industry, what a manager is doing when there are no customers on the showroom floor is every bit as important as what they do when they have a showroom full of customers. In this session, I outline a strategy for creating managers that get the job done all day, every day!

  • Attendees will understand the biggest reasons managers fail as well as how to avoid common pitfalls.
  • Attendees will understand the actual role of the sales manager, versus the perceived role in today's automotive industry.
  • Attendees will understand several easy to implement processes that will immediately make their management staff more productive.



The Dealership of the Future: Aligning Your Operational and People Strategy

Candice Crane, VP, Dealer Solutions, Hireology

Changing consumer behaviors, employee demographics and economic conditions are forcing dealerships to review the effectiveness of traditional org structures. With this shift, leaders are scrambling to invest in and build coordinating teams that have the skills, autonomy and motivation to provide the relationship-based car buying experience demanded today. During this session, Candice Crane, Vice President of Dealer Solutions for Hireology, will lead a discussion on how to design and hire for the workplace of the future. Attendees will walk away with an understanding of: New organizational structures that streamline operations and shed non-value adding silos. The power of one-person selling models and small teams to reduce transaction time and build stronger customer relationships. Transformational compensation plans that drive the right behaviors and increase retention long-term Significant changes are coming to the auto retail model - Don’t get left behind.



Stronger Dealerships Happen Through Change, Not Through Chance

Sharon Kitzman, Vice President/General Manager, Dealertrack DMS

Stronger Dealerships Happen Through Change, Not Through Chance Technology changes can be intimidating, but are filled with opportunity. There’s no question—dealers are becoming more reliant on software and technology to run and manage their businesses. Nearly all dealership processes and customer interactions are wrapped into systems like CRM, DMS, and various fixed operation tools that manage everything from scheduling to invoicing. With this level of integration, it goes without saying that improvements in dealership operations may require changes in technology. While technology changes can be intimidating, they can also mean finding new tools that elevate dealership performance, or partnering with better providers who value customer relationships. The first step to positive change may be shifting your mindset from one of intimidation and fear, to one of excitement and opportunity. During this presentation, we will discuss how your dealership can minimize the risks and maximize the opportunities associated with switching technology. We will cover the top 5 things you need to do before you consider a switch, and the steps to take to ensure that the transition is a success. With over 26 years in the automotive and software industries, Sharon Kitzman has seen and managed numerous shifts in dealership technology and is an expert in the fields of technology, strategy, and dealership operations.

Training Millennials in Digital Age

Tony Troussov, Director, Automotive Development Group, LLC

Session Summary: According to Forbes Magazine, by the year 2025 75% of the US workforce will consist of millennials. This shift in employee population requires dealerships to adopt new approaches and methods in hiring, onboarding and in training and development of their human capital. In order to win the war for talent now and continue winning in the near future your dealership must be prepared to deliver a great training offering In this session you will discover five key learning characteristics of millennial employees. You will gather how balancing technology and accountability can produce effective learning which will lead to greater productivity. You will also uncover what other industries are doing to effectively prepare for this shift in employee population. Here are some key takeaways: First, you will identify clear elements of creating a robust on-boarding process for your new hires. Second, you will be able to develop millennial-friendly technology-based skills training regimen. And, finally, you will walk away with an actionable game plan to help you develop a learning culture throughout each department at your dealership.

Looking for the B.E.S.T in Everyone

John Vecchioni, F&I Trainer, American Financial & Automotive Services, Inc

Session Summary: Every sales professional can agree that trying to sell someone something they don't want is nearly impossible. Your highest probability for success rests on you discovering what’s valuable to customers and why they perceive it as valuable. In order to find out what the customer truly values, you need to build rapport so the customer will open up to you. Without a good rapport, the customer may feel like they are just being interrogated and put their guard up, which could potentially lead to a missed sales opportunity. I recognize four types of customer personalities, which are easy to remember when you think about looking for the B.E.S.T in everyone – Bold, Expressive, Statistical, and Tentative. Learning to identify each of these unique personalities and adapting to them through verbal and non-verbal communication helps you to build instant trust, credibility, and rapport with your customers. In this session, I will go into detail the various aspects and traits of each personality, as well as provide tips on how best to relate to them to build a meaningful product presentation for each.