Again, phone, Internet and walk-in traffic is NOT mutually exclusive. Internet should account for 80+/-% of all your traffic, walkin, phone etc. If it doesn't your sales people are lying to you or you have a pay plan set up for sales people that makes sure they do.
-
This thread is just the tip of the iceberg.The people ahead of the curve aren't Googling for answers — they're already in here, having the conversations you haven't found yet. DealerRefresh is free.Get the full picture →
Why hasn't CRM sold me more cars?
- Thread starter Alex Snyder
- Start date
Thanks John. I probably misinterpreted the use of the term "touch you," thinking Guy meant "contact" rather than exposure to the dealership.
@Mitch - I am in dealerships of all sizes, franchised and independent, working with their sales staff every day and, like you, I have been in this business for over 27 years. There are still professionals and not-so-professionals on the sales floor.
I just thought your original assessment was rather derogatory toward salespeople in general and I wanted to point out that it's management's responsibility to hire, motivate and, if necessary, develop professionals rather than lazy salespeople who don't take their jobs seriously.
Hope you have a Happy New year.
@Mitch - I am in dealerships of all sizes, franchised and independent, working with their sales staff every day and, like you, I have been in this business for over 27 years. There are still professionals and not-so-professionals on the sales floor.
I just thought your original assessment was rather derogatory toward salespeople in general and I wanted to point out that it's management's responsibility to hire, motivate and, if necessary, develop professionals rather than lazy salespeople who don't take their jobs seriously.
Hope you have a Happy New year.
@Mitchell
Seems like every post I read lately has something to do with social media. In fact most of my posts lately have been about social media so, I was glad to see one that wasn't about social meida, that's all.
Who's agenda are you referring to yours or mine?
Seems like every post I read lately has something to do with social media. In fact most of my posts lately have been about social media so, I was glad to see one that wasn't about social meida, that's all.
Who's agenda are you referring to yours or mine?
@John,
John in this context by "hype" I meant the obsession the industry seem to have with social media. Not a bad thing in fact I used it very effectively at motortrendsonline.com, and write about social media quite often.
Secondly I would argue that social media is a separate topic, in fact what salespeople should be doing with CRM they should also be doing with social media.
Engaging customers, answering questions, helping them with issues, and following up on concerns.
Is there something in the list above you would not have a salesperson do with CRM?
The only difference, the conversations that take place in social media do so in public rather than within your CRM system, the good and the bad.
While I DO NOT want to turn the comments in this post to social media, I am compelled to address comments that these things are separate, they are not and in fact social media is closer to CRM than it is to marketing.
John in this context by "hype" I meant the obsession the industry seem to have with social media. Not a bad thing in fact I used it very effectively at motortrendsonline.com, and write about social media quite often.
Secondly I would argue that social media is a separate topic, in fact what salespeople should be doing with CRM they should also be doing with social media.
Engaging customers, answering questions, helping them with issues, and following up on concerns.
Is there something in the list above you would not have a salesperson do with CRM?
The only difference, the conversations that take place in social media do so in public rather than within your CRM system, the good and the bad.
While I DO NOT want to turn the comments in this post to social media, I am compelled to address comments that these things are separate, they are not and in fact social media is closer to CRM than it is to marketing.
In regards to stats, I was trying to be conservative on the numbers, thank you John & Jerry for jumping in. I think if you are in a College Town, Higher dollar demgraphic,High-end brand, the percentages will spike to larger percentages. I would say less than 30% of the Dealers can really tell you how many calls, ups, internet leads have come into there stores and created sales, and if it was a be-back or fresh-up with or without a CRM. I can tell you this year has changed a lot of people. Dealers, GM's, Managers, salespeople are starting to pay attention to the reports and functionality and are actually looking forward to our monthly calls.
Craig,
I believe in a strict policy concerning maintaining an active tool to manage prospects and customers. My point was those that manage relationship and do not understand the customers experience, will fail. I will monitor Action Toyota and report in social media your progress and throw in a few mystery shops to boot. Best in the New Year.
I believe in a strict policy concerning maintaining an active tool to manage prospects and customers. My point was those that manage relationship and do not understand the customers experience, will fail. I will monitor Action Toyota and report in social media your progress and throw in a few mystery shops to boot. Best in the New Year.
one i would like to add is that the CRM, any CRM, needs to remain a tool and not used as a weapon. if the sales staff lives in fear of the CRM because the GM, GSM, Desk and their Closer are constantly hunting thru it to find all the faults and then beat the sales staff up with them its soon loses its effectiveness. as we are training on the importance of making the calls we need to remember to repeat that making the calls is not a punishment but a road to the reward of a commission! sometimes its good to step back and realise that all the process management is only a means to the end, which is the sale of a car! I hope everyone has a happy, and safe, new year! all the best to you all 
Ray,
Please check in on us...lots do.
As far as customer experience watching us here,
www.dealerrater.com
You may learn something.
Please check in on us...lots do.
As far as customer experience watching us here,
DealerRater - Car Dealer Reviews, Car Dealer Directory, Vehicles For Sale, Vehicle Recalls
3756 Reviews of Acton Toyota of Littleton - Service Center, Toyota, Used Car Dealer Car Dealer Reviews & Helpful Consumer Information about this Service Center, Toyota, Used Car Dealer dealership written by real people like you.
www.dealerrater.com
You may learn something.
Alex,
Your article was excellent. The message was clear. I also want to ditto Mike Correra's coments. Mike, you hit the nail on the head.
It's been a few years since I was a Sales Manager at a dealership. I may be old fashioned but, what ever happened to the 15 minute "One on One" weekly meeting with each Salesperson from their Sales Manager?
Back in my day as a Sales Manager all I had to follow up with and call for appointments was the daily log sheet. I would of killed to have today's technology like Autobase, Higher Gear, etc... My "One on One" meetings with each salesperson would of been so much more productive.
In closing, Happy New Year!
Your article was excellent. The message was clear. I also want to ditto Mike Correra's coments. Mike, you hit the nail on the head.
It's been a few years since I was a Sales Manager at a dealership. I may be old fashioned but, what ever happened to the 15 minute "One on One" weekly meeting with each Salesperson from their Sales Manager?
Back in my day as a Sales Manager all I had to follow up with and call for appointments was the daily log sheet. I would of killed to have today's technology like Autobase, Higher Gear, etc... My "One on One" meetings with each salesperson would of been so much more productive.
In closing, Happy New Year!
✨ AI Highlights
A CRM administrator at a dealer group addresses the persistent complaint from salespeople that CRM hasn't helped them sell more cars, arguing the tools do work but fail when layered over redundant dealership processes, siloed systems, or poor management follow-through. Replies from industry veterans reinforce that CRM success depends on consistent one-on-one coaching, call monitoring, and making processes simple enough for salespeople to actually execute. The thread's core insight is that CRM is an amplifier of process, not a replacement for it.
Replies
Views
37
54
Started
Last Reply
