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It’s a game of ‘niches’

October 21, 2011

A real customer scenario: A customer purchases a new major unit – a snowmobile – from his favorite dealer. As part of the purchase he also spent $1,500 in performance parts, $900 in service work to install them and $500 on a new jacket to match his sled. His total expenditure is more than $15,000. This... Read more »

How much can you learn in just a few days?

August 5, 2011

Close your eyes for a minute and imagine how great it would be if you could increase profits in every department of your dealership. How could that help you? You might be able to use those profits to spiff up your showroom, order a little more merchandise, hire more staff, or even just breathe a sigh... Read more »

Ask and you shall receive

July 19, 2011

Scenario: A customer purchases a new snowmobile from his local dealership. After the break-in period, he takes it to a different dealership – more conveniently located near his riding buddy’s house – for its first service. He picks up the unit from the servicing dealer on the way to a riding weekend... Read more »

Does your facility really make any difference to sales success?

June 7, 2011

The best sales team selling out of a tent will run rings around an unskilled sales team at a beautiful dealership.  Dealers quickly learn that skilled and trained employees are the most important ingredient for a successful dealership operation.  But what about the facility?  How much of a difference... Read more »

Retail Remedies: Service department intro an important part of the sale

May 31, 2011

These articles recap some of the opportunities uncovered by our GSA powersports consultants during actual consulting visits. These are followed by recommended actions that address these opportunities. Our goal is to provide you with ideas to help improve your dealership. Dealership This dealership has... Read more »

Customer touches are critical

May 24, 2011

Scenario (based upon a real-life customer service call center report) – The call center discovers a service customer that is totally unhappy with his experience at a certain dealership. The frame of the motorcycle had chips on it from where the mechanic hit the frame with a tool, probably a wrench.... Read more »

When good management is not enough

April 29, 2011

Spring has sprung, and the selling season is here! There are products to retail, goals to meet and competition to outshine. I was recently talking to a dealer principal about his direction for the coming selling season. Our conversation centered on the impending removal of his parts manager after more... Read more »

Increase the odds of honesty for service department feedback

February 15, 2011

The following is based upon a real-life customer service call center report. Scenario – The sales team at a dealership continues to report a high rate of customer dissatisfaction with the service department. The service department, however, consistently gets good results from the few returned surveys... Read more »