Podcasts about lotlinx

In this rare and powerful episode, I sit down with Randy Parker, CEO of Hyundai and Genesis Motor North America, one of the most progressive and people-first leaders in the automotive industry—and head of the third largest automaker in the world. We dive into the state of retail automotive, how Hyundai and Genesis are breaking records, and why Randy's leadership style has made him a dealer favorite (IMO) across the country. We talk tariffs, US production, economic development, and electrification strategies—including the IONIQ 9, new charging partnerships, and the company's flexibility in responding to real-time consumer demand. But what really makes this conversation powerful is our shared belief in relationships—that people are the true link to profitability. Randy opens up about his passion for mentorship, coaching NBA students, and why investing in people is the heartbeat of his leadership. We explore how Hyundai is: Building major U.S. infrastructure (Meta Plant in Georgia, steel mill in Louisiana) Balancing innovation in fuel cell, EV, hybrid, and air mobility Reinforcing the dealer model and expanding service capacity Making car buying easier with online tools like Amazon Auto Always playing offense—with a simple mantra: “Sell, sell, sell like hell!” This one's packed with leadership gold, forward-thinking strategy, and the kind of authenticity that defines real success. Don't miss this episode with a powerhouse CEO who's shaping the future of retail and proving why people still matter most. Dealer Talk with Jen Suzuki Podcast |

This episode is all about solving real dealership problems—right from the service lane. I sit down with my longtime friend and mentor, Ken Hicks, Dealer Principal at Rivera Toyota and Mariano Rivera Honda, who shares how he tackled major fixed ops pain points by building his own software—Retention 360—a tool designed to drive loyalty, increase service-to-sales conversions, and help advisors win. > https://retention360.info/ Ken started as a salesperson and rose to become a partner alongside Yankees legend Mariano Rivera. Over the years, he saw too many missed opportunities in the service department: No process to follow up on declined service work No TO when customers said “no” to repairs Weak communication between BDC, service, and sales teams Lack of personalization and preparation before client visits No recognition of customer loyalty level at check-in Undertrained advisors struggling to convert service traffic into car deals So, what did Ken do? He built his own tool. He developed software that identifies loyalty levels, tracks declined services, pinpoints advisor weaknesses, and gives teams everything they need to turn service clients into lifelong dealership customers. He even tied incentives and a triple-pay structure to service-initiated car deals. Now, he's giving YOU access—free for 90 days. We talk about his team's exact process: Reviewing customer records before the appointment Matching loaner vehicles based on sales potential Creating warm handoffs between service and sales Proactively calling service clients with equity or loyalty triggers Training advisors to read the CRM like a playbook If you're ready to stop leaking opportunity in service and start creating real retention, check this one out! Dealer Talk with Jen Suzuki Podcast |

What happens when a dealership fully commits to reinventing its service department? In this episode, Jennifer Suzuki chats with Andy Wright, Managing Partner at Vinart Dealerships, located just an hour from both Philly and NYC. Andy reveals how his team is solving the biggest challenges in fixed ops — from inconsistent traffic to advisor overload — by building innovative support teams and reshaping benchmarks. You'll hear how they: Took appointment setting off the advisor's plate and built a pre-write support team Raised the RO benchmark from 12-15 to 18-20 per day by removing admin burdens Use video and transparency to retain more service customers Launched a technician apprentice program to solve staffing shortages Run monthly in-house training sessions in a 50-person dedicated space Lean on AI tools like LeadVantage, CallRevu, Madator  to assess conversations and improve processes Envision a near future where AI handles inbound calls and outbound calls This is a must-listen for dealer principals, fixed ops directors, and anyone serious about scaling consistency in the service lane. Dealer Talk with Jen Suzuki Podcast |

You did the hard part. Now finish strong. You led the call with value. You gave them confidence in you. But if you're not setting the appointment—you're leaving money behind. This episode is a deep dive into how to confidently sell the appointment, lock in commitment, and increase your show rate with real-world strategies I teach live every week in my dealership classes. Here's what you'll learn: How to roll into the appointment ask without sounding pushy Why “What time is good for you?” is secretly ruining your schedule Phrases like “You're in good hands” that increase trust How to text, confirm, and stand out with credibility A next-level email confirmation that helps you sell the car before they arrive Why creating obligation on the call gets you less negotiation and more deals This is how top performers get paid in 2025. You'll walk away with fresh tactics, real talk, and a powerful reminder: Car sales is not for the weak—it's for the ones who do more. Dealer Talk with Jen Suzuki Podcast |

In this episode, I share one of my biggest secret weapons for converting more Internet leads — selling yourself first. It's not about hard selling the car; it's about showing the value in doing business with you and your dealership. I dive deep into tactical strategies for prepping before the first call, leveraging past customer history, using community connections, and showcasing dealership value the right way — with real-world examples from inside the showroom. You'll learn how to position yourself as the obvious choice, how to talk about your digital retailing tools to save buyers time, and even how to use ChatGPT to help you craft powerful, memorable value statements that stick. If you want to close more Internet leads and feel more confident doing it, this episode is for you! Dealer Talk with Jen Suzuki Podcast |

In this episode, I break down one of the most overlooked—but powerful—skills in phone sales: your tonality. It's not just what you say. It's how you say it. I share how I intentionally changed my voice, volume, and energy over time to sound more exciting, engaging, and attractive to buyers—and how you can do the same. We dive deep into why first impressions, tonal shifts, and “helper vibes” are what pull people into real conversations and help you move leads into the buying cycle fast. This episode is packed with real examples from live calls, opening lines that create trust, and techniques to uncover buyer motivation early. If you're tired of sounding like every other monotone advisor, this one's for you. Dealer Talk with Jen Suzuki Podcast |

Staying hyper-focused on internet lead handling... In this episode, I break down how to actually improve your follow-up process so you win more customers—starting with your emails, videos, and mindset. Let's face it: most emails still look like outdated templates, and subject lines that scream “dealership” get ignored. I'm showing you how to change that. I walk through my current process using ChatGPT to write custom, engaging subject lines and value-based messages that feel like they were made just for the customer. I also dive into how to create short welcome videos that build trust and show off your energy—because people buy you, not just the car. You'll also get a real-world strategy for the first 72 hours of follow-up (yes, that includes GIFs, articles, and creative touchpoints that stand out). If you're ready to stop sounding like every other salesperson in their inbox and start actually converting, this one's for you. Key takeaways: Subject lines that get opened First sentences that hook Videos that build trust fast A 30-day follow-up game plan Creative tips to stay top of mind and fun This isn't theory. These are the tactics I use in dealerships today—because basic won't win anymore. Dealer Talk with Jen Suzuki Podcast |

In this episode, I'm talking directly to the powerhouse behind the most successful service departments: Lane Managers. Also known as Assistant Managers, these leaders are the glue that holds the service drive together. I've been spending time on-site with service teams recently, and when Lane Managers are engaged, locked in, and supporting the hustle live on the drive—everything changes fast. We break down how Lane Managers reinforce training, support Advisors in the moment, jump into heat cases, and create an environment where growth isn't just expected—it's lived. From tightening up MPI processes to improving greeting structure, managing wait times, and even securing financing approvals—these leaders do it all. And when they do, you feel it: happier customers, faster approvals, more trust, and an energized team all rowing in the same direction. This episode is filled with real examples, easy-to-execute ideas, and reminders of just how impactful Lane Managers are. It's time to level up the leaders who keep the wheels turning! Dealer Talk with Jen Suzuki Podcast |

In this episode, I'm getting real about the grind of internet leads—the ones with no phone numbers, the ones who ghost you, and the ones who drain your time asking for information only to disappear into the void. I've been there. I've sold cars. And now I work these leads live during my dealership sales training sessions. I'm in the trenches with you—setting same-day appointments with tough leads while coaching teams to win. That's why I care so deeply about helping sales pros and BDC reps level up. You'll hear: Why urgency is non-negotiable when working internet leads How to stand out in a crowded inbox The power of a well-timed phone call vs. a lifeless text chain Voicemail strategies that actually spark engagement How ChatGPT can help you write customized, value-packed follow-up messages What mindset it takes to thrive in today's high-competition digital battlefield Whether you're struggling to convert leads or just want to refresh your game with 2025 tactics, this episode is packed with real talk, real examples, and strategies that actually work. Dealer Talk with Jen Suzuki Podcast |

In this episode, I'm in the trenches—literally—on-site with a dealership service management team I've been working with. We've trained, implemented new tactics, and now we're locking in on accountability without turning the heat up too high. Here's the truth: you don't need to micromanage to get big results. What you do need are simple, consistent actions that reinforce change. I walk through real-life examples—like how to use visual gauges during check-in, recognize loyal customers in the drive, and improve technician videos—to create habits that stick. We dive into: How to reward the right behaviors without burning people out Why shadowing advisors and reviewing MPI calls should be your weekly rhythm A fun team game called “Sell It to Me” that builds value-selling skills How easy metrics like % of tech videos completed can keep your team focused Simple contests and incentives that actually motivate people to grow Bottom line: when your people are having fun, feel seen, and know what to aim for—they win and so do your numbers. If you're a service manager who wants real accountability without the grind, you need this episode. Dealer Talk with Jen Suzuki Podcast |

Mark Queen, the visionary CEO of Skaivision and one of the original founders behind eLead CRM, joins me to dive into the future of AI-powered dealership efficiency. Skaivision is revolutionizing the way dealers view process breakdowns by layering powerful AI—specifically Convolutional Neural Networks (CNNs)—over existing dealership camera systems. This groundbreaking tech captures real-time activity in sales and service, highlights missed opportunities, and even delivers instant vehicle offers during service visits. Mark walks us through his entrepreneurial journey, from Reynolds & Reynolds to creating the largest CRM in auto retail, to now tackling tech fatigue and inefficiencies head-on. If you're in the car business—service, sales, tech, or leadership—this episode will fuel your thinking about what's possible when innovation meets daily dealership challenges. We talk express service friction, retention killers, service-to-sales drama, video transparency, and how real-time AI automation can make your people faster, more productive, and more profitable. Don't miss this inspiring conversation with one of the auto industry's most respected founders!

Mastering Service Drive Walkarounds in Live Role-Play – Real Training for Real Results...COME ON NOW!!! In this episode, I'm opening the door to run through the plays of the most important activity a amanger can do with their selling machines - the Service Advisors! The power of the service drive walkaround—one of the most effective yet underutilized tools for selling service work. I've been training dealership teams across the country, and I've seen firsthand how confidence, engagement, and real-world practice can completely transform how advisors interact with customers. I explain how I do role-plays in Service! Learn the break down on why role-playing is critical, how to avoid overwhelming customers with price breakdowns, and the game-changing impact of presenting financing options at the right moment. Plus, I'll share an easy-to-implement training exercise that managers can use immediately to boost sales and customer experience on the drive.

In this episode, I sit down with Dan Garces, President and COO of Automotive Capital, to break down the financial strategies that allow dealership operators to grow, scale, and even own their own store—without putting up massive amounts of personal cash. Dan has spent his career helping dealers navigate the complexities of capital, and today, he's sharing real-world insights on how funding works, how to leverage it properly, and what separates those who stay operators from those who become owners. We dive into: The biggest mistakes dealers make when it comes to financing growth. Alternative funding options that don't drain your cash flow. How to position yourself for ownership even if you don't have millions in the bank. The mindset shift required to go from running a store to owning one. If you've ever dreamed of owning your own dealership, expanding your operations, or simply improving your financial strategies as an operator, this episode is for you. Knowledge is the key to growth—and today, we're unlocking it. Dealer Talk with Jen Suzuki Podcast |

How to Build Championship Teams with Contests & Competitions The hardest part of training isn't teaching the process—it's making sure it sticks. In this episode, I break down how to sustain momentum, accountability, and energy in your dealership using fun competitions, MVP recognition, and daily challenges. I share real-world dealership strategies that keep teams engaged, motivated, and focused on growth, even when sales get tough. From raffle ticket rewards to upsell challenges and technician video contests, I'll walk you through simple but effective ways to reinforce training while making work fun. If you're a dealership manager looking to create a high-performance culture, this episode will give you practical ways to celebrate wins, build camaraderie, and keep your team focused on execution. Dealer Talk with Jen Suzuki Podcast |

In this episode, we're diving deep into how dealership owners and managers can build a more structured, efficient, and profitable business with two powerhouse guests—Daniel Govaer, Fractional COO, and Matt Haiken, Principal and President of Prestige Collection Auto Group. Matt, who now runs six dealership locations, shares how his approach to leadership has shifted. He's moving away from making gut-based decisions to structured planning, daily forecasting, and full financial transparency. Daniel, a fractional COO, reveals key strategies he's uncovered while working inside dealerships—identifying profitability leaks, optimizing daily schedules, and improving internal efficiency. We cover: ✅ Where dealerships are losing profitability—and how to fix it ✅ The power of total financial transparency in hitting targets ✅ Why structured daily schedules for salespeople and managers drive better results ✅ How communication impacts sales—and how AI is reshaping messaging ✅ Can a dealership succeed using a Tesla-style transactional sales model? ✅ How top-performing dealers are leveraging AI tools like ChatGPT for next-level customer interactions Matt and Daniel share real, actionable ways to rethink dealership operations so leaders can scale with less chaos, better accountability, and stronger results. Dealer Talk with Jen Suzuki Podcast |

What does the Amazon-Hyundai partnership really mean for the future of auto retail? Is AI evolving too fast for dealerships to keep up? And why might some obstacles in car buying actually be good for dealers? In this episode, I sit down with my long-time friend and trusted industry voice, Cliff Banks—founder of The Banks Report and AUTOVATE Conference. We break down the latest trends in automotive, from AI adoption in dealerships to digital retailing's real impact on sales. Cliff shares insights from top automotive CEOs on the biggest challenges they face with AI, why SaaS development is a pain point for vendors, and what role data centers and computing power will play in the future of auto retail. Plus, we talk shop about: The Amazon-Hyundai collaboration—is this really about selling cars, or is it a data play to fuel digital advertising? AI in dealerships—why being open to new tools matters & the risks of pretending AI agents are human. Digital retailing & the sales process—is it actually making car buying easier, or is it just another manufacturer-driven initiative? The dealership evolution—how AI, data reporting, and the FTC's compliance requirements could determine Tekion's fate. China's growing automotive influence—what happens if Nissan weakens? EV market reality—why Cliff predicts a much smaller EV share than expected. If you're grinding it out in the dealership world and struggle to stay up to speed with industry shifts, this episode is a must-listen. Tune in for a casual, insightful conversation with one of the most experienced voices in auto reporting.

Most service advisors stop at the first “no.” But the best? They know that's just the beginning. In this episode, we're talking about taking second and third swings—the art of fighting for the business that's sitting right in front of you. Your customers don't always need a discount; sometimes, they just need a little more information. I'll walk you through real-world analogies and proven tactics to help you: ✅ Circle back on declined work without sounding pushy ✅ Use supportive, value-driven conversations to win approvals ✅ Create urgency without pressure ✅ Overcome objections with confidence and professionalism When you get in the right mentality before you clock in, you'll start winning more approvals, making more money, and building stronger customer relationships. I'm fired up for this one—let's make 2025 your best year yet! Dealer Talk with Jen Suzuki Podcast |

The automotive industry is changing fast—EV mandates, direct-to-consumer threats, shifting manufacturer relationships, and evolving government policies. Are dealers being heard? In this episode, I sit down with Mike Stanton, President of the National Automobile Dealers Association (NADA), to talk about how NADA is fighting for dealers, ensuring their voices are represented in Washington, and pushing back against policies that could hurt their businesses. We cover: ✅ The FTC victory and why NADA is back on offense ✅ The real story behind EV sales—$7 billion in unsold inventory sitting on dealer lots ✅ Why direct-to-consumer models are still a concern & how NADA is fighting back ✅ How dealers can build relationships with local lawmakers to shape policy ✅ What NADA is doing to strengthen manufacturer-dealer relationships ✅ How NADA's dealer education programs are evolving to meet today's challenges Mike also shares insights from NADA's exclusive dealer-manufacturer meetings, how policies are changing from dealer input. Dealers—this is your industry, your fight, and your future. Listen in and learn how you can get involved and make an impact! Dealer Talk with Jen Suzuki Podcast |

Think about it—when a customer walks into your showroom or calls your dealership, your team jumps into action. So why is chat any different? It shouldn't be. In this episode, I sit down with Ted Rubin, CEO of ActivEngage, to talk about the power of real, human conversation in the digital sales process. We break down why dealership live messaging is more than just answering questions—it's a low-funnel opportunity to build trust, create a great experience, and ultimately, get more customers in the door. We talk about: ✅ What actually works in live messaging (hint: ditch the templates) ✅ Why customers feel safer engaging in live convo before committing to a dealership ✅ How the right messaging strategy increases appointment set rates & sales ✅ Where digital retailing fits into these conversations Live messaging isn't just a feature—it's an essential part of a modern sales process. When done right, it creates real engagement, builds relationships, and turns website visitors into buyers. Listen in to learn how top-performing dealers are using live messaging to drive business, build their brand, and make it easier for customers to say yes! Ted Rubin, ActivEngage  - ted.rubin@activengage.com | ActivEngage.com  Dealer Talk with Jen Suzuki Podcast |

Too often, service advisors treat the write-up process as just another transaction. Big mistake. If you want to boost revenue, retain customers, and build long-term trust, relationships must come first. In this episode, I break down how to turn every customer interaction into a lasting relationship—starting from the moment they pull into the service drive. I go over: ✅ Why eye contact, body language, and tone set the stage for success ✅ How to ask the right questions to uncover more opportunities ✅ The power of analogies—helping customers truly understand their vehicle's needs ✅ Small but impactful ways to make customers feel like VIPs ✅ The difference between basic connection and going the extra mile ✅ How to serve up solutions like you're helping a friend—not just selling work I also share insights from recent conversations with top service advisors, revealing what really works in building customer trust and increasing approvals. If you're in hunter mode like me, you know nothing should be left on the table. Get ready to level up your write-up game and make every service drive interaction count! Dealer Talk with Jen Suzuki Podcast |

This quick hit episode is incredibly important for every Service Team! Ready to boost your service department's success?! Let's gooooo!  In this quick class, I lock in on the often-overlooked 'Risk & Reward' equation in the service sales process. Many Service Advisors hesitate to fully explain the risks of delaying necessary work, leading to missed opportunities and customer misunderstandings. We'll explore how presenting both the risks and rewards transparently can transform hesitant customers into loyal advocates who toss you their keys with confidence. Join me as I share real-world examples and strategies to help General Managers and leaders coach their teams effectively, boosting revenue and fostering trust. Discover how a simple shift in communication can lead to higher approval rates and a thriving dealership culture. This episode offers insights to elevate your sales presentations and ensure customers understand the true value of timely service. Tune in and learn how to make 'Risk & Reward' work for you and your team! Dealer Talk with Jen Suzuki Podcast |

In this episode, we're tackling a major gap in dealership service departments—technician videos. These videos are a game-changer for gaining more work approvals, yet most technicians receive zero training on how to shoot them effectively. Data shows that shops using video can double RO sales, with TruVideo reporting a 20-30% increase in revenue per RO. But here's the problem—background noise, unclear explanations, and long-winded clips are costing you approvals and money. I've been training service advisors across the country on gaining approvals, mastering sales conversations, and improving call handling—and now, I'm bringing that same energy to technicians. In this episode, I break down: ✅ How to shoot clear, effective videos that set up approvals ✅ The power of credibility and a strong greeting ✅ Why short, engaging videos drive more customer trust ✅ The meaning of “extra extra” and how it leads to extra sales ✅ How to increase work, grow sales, and keep your shop busy This is a must-listen for service directors, fixed ops leaders, and dealership owners looking to boost customer trust, grow revenue, and help their teams hit their full income potential. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Meet me!  bit.ly/3J7011t  Check out my other show, Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

Are you, as a GM, truly present with both your sales and service BDC teams? Too often, GM involvement leans heavily toward the sales BDC while the service side gets overlooked. Why? Because sales is familiar—it's where many GM's built their careers. But here's the reality: your service BDC is just as critical, responsible for over 150 appointments per day, fueling the entire dealership's success. In this episode, we break down why your involvement matters and how a hands-on approach can drive showroom traffic, increase customer loyalty, and unlock untapped revenue. I share a real coaching session with a high-performing GM who needed to shift his mindset and leadership to fully support his service BDC. If you're serious about growth, retention, and maximizing dealership performance, this episode is for you. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me! bit.ly/3J7011t  | Dealer Talk with Jen Suzuki

Ever walk into the dealership in the morning and feel that slow-motion energy? People shuffling in, sipping coffee, staring at their screens, waiting for something to kick them into gear. Then—something shifts. Maybe it's a manager calling out yesterday's wins. Maybe it's an MVP shoutout for someone who went above and beyond. Maybe it's a fun, competitive challenge that gets people fired up. Energy is contagious. The way you start the day sets the tone for how it will go. I always tell leaders—recognition is one of your most powerful tools. People thrive on knowing their work matters. If you're not celebrating wins, highlighting great performance, and making work fun, you're missing an opportunity to build a culture where people actually want to succeed. Something as simple as picking an MVP of the Day, handing out a small trophy, or posting a shoutout on social can shift the entire dynamic of your team. People see what's being rewarded, they learn new strategies, and they push themselves to raise the bar. At the end of the day, dealership life is fast, competitive, and high-pressure—but it should also be exciting, rewarding, and fun. When people feel valued, they give more. When you recognize effort, you inspire more of it. So here's the question—how are you celebrating your team today? Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it's one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you're teaching. I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or “fake” at first, but it's critical for developing polished professionals who deliver consistent results. We'll explore: Why General Managers need to role-play with their managers and teams How diving into the CRM (calls, texts, videos, customer profiles) can spark role-play topics Specific role-play scenarios you can implement today to boost sales and service performance The importance of coaching during and after role-plays to refine skills and confidence Plus, I'll walk you through my structured process for running role-plays, including a worksheet to help you map out sessions and stay focused on your goals. When GMs prioritize role-playing, they set the standard for their managers and create a culture of excellence. This is more than a training session—it's the real "save-a-deal" meeting. Tune in to learn how to make role-plays easy, impactful, and a game-changer for your dealership. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I tackle one of the biggest challenges dealerships face: turnover. With 70% turnover rates in sales and service, it's nearly impossible to build client loyalty or hit nationally ranked numbers when you're constantly starting over with new team members. The solution? It starts with the General Manager. I share the tactics I've used to shift team behaviors and improve retention, beginning with the leadership at the top. From personally observing processes in service and sales to identifying patterns in body language, communication, and professionalism, I reveal how GMs can better understand the root causes of turnover and implement targeted training that works. We'll explore how nurturing your team members' success—and showing them you genuinely care—creates the environment needed for loyalty, growth, and better results. And we'll discuss why GMs need to spend more time in the service department, where the real momentum lies. Plus, I'll share actionable strategies like daily MVP recognition to inspire and motivate your team to reach their potential. This episode is your playbook for reducing turnover, building a stronger team, and ultimately driving better outcomes. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

Many of you know this but I am privileged to work alongside so many high performing dealerships and their leadership. Most top 20 in the country for their brands. I use my podcast to share what I learn, teach and implement with the end game - building a championship team.  In this episode, we dive into the critical role General Managers (GMs) play as the "head coaches" of their dealerships, driving performance through daily coaching of their management teams. Achieving championship-level results—rising above all stores in the region or country—is no small feat. It requires a relentless focus on developing managers into high-performing coaches who can guide their teams to win every day. We explore how top-performing GMs pull their managers in, just like a head coach, to model effective coaching strategies. From improving team execution with tools like guest sheets and CRMs to perfecting follow-up texts, coaching managers daily is a game-changer. You'll also hear real-life tactics, like how one GM taught his Service Director to implement a "stamp" system for declined work, bringing more awareness to the shop and protecting their people. It's all about leading by example, fostering collaboration, and helping managers pass those skills on to their teams. We'll also cover the importance of private one-on-one coaching over public scolding, creating a culture of learning, and ensuring team members feel supported, motivated, and empowered to perform. If you're a GM or dealership leader, this episode gives you actionable strategies to elevate your managers, instill confidence in your teams, and drive better results. Coaching doesn't stop at performance talks—it's about getting involved, listening, and leading by example in every aspect of the business. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

  In today's episode, I share my experience working alongside dealership service teams and witnessing what's being done right to build trust and elevate the customer experience. From the smiles and eye contact at check-in to the small, deliberate acts of trust-building, service advisors and BDC agents are making a difference. Many dealerships are targeting customer experience right now, but it's service departments that handle the most clients daily, making this effort non-negotiable. You'll learn how simple promises, effective follow-ups, and personal connections can transform customer interactions into lasting loyalty. This episode is a call to action for service leadership, advisors, and BDC teams to embrace the small actions that pay big dividends in trust and confidence. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

  In this episode, I tackle one of the most overlooked issues in service departments: relying solely on texts and videos to sell work. Service Advisors, it's time to pick up the phone and ask for the business—every single time! I explain why this is important. We'll explore why some advisors skip the call, how judging customers costs you sales, and the importance of educating and informing your customers about their vehicle's needs. You'll learn practical strategies to overcome hesitation, build trust, and ensure no money is left on the table. If you're ready to boost your income, keep your technicians busy, and maximize your shop's performance, this episode is for you. Let's make the call and fight for the business! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I'm breaking down one of the most common challenges in automotive sales: handling customers who demand prices over the phone or say they've found a better deal elsewhere. You'll learn: Why giving a number too soon often leads to dead ends—and what to do instead. The importance of asking the right questions to redirect the conversation and build value. Proven strategies to stand firm on your pricing while confidently asking for the business. This isn't about dodging the tough moments—it's about embracing them with a plan. I'll give you real language and tactics to turn price shoppers into showroom appointments. Whether you're a salesperson, manager, or BDC agent, this episode is packed with tools to help you stay in control, take more swings, and drive more sales! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I dial into a game-changing tactic for sales and service teams: leveraging client history. Imagine knowing exactly where a customer stands—whether they're a loyal advocate or a first-time visitor—and using that insight to create personalized, value-driven experiences. Learn how this one step can instantly make customers feel valued, welcomed, and appreciated, all while helping you overcome price objections and skepticism. I'll share actionable strategies that make it easier to tailor your approach, build trust, and secure long-term loyalty. This isn't just about selling cars or services—it's about building relationships that pay dividends. Let's kick off the new year with tailored experiences that set you apart from the competition! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I sit down with Reuben Fine, who leads OEM partnerships at CallRevu, to dive into a critical yet often overlooked aspect of dealership success: phone calls. Did you know that 30-40% of dealership calls go unanswered? That's a staggering number of missed opportunities that could dramatically impact sales and service outcomes. Reuben and I explore how dealerships can leverage technology, recorded calls, and insights to transform their phone handling processes. We discuss how OEMs are evolving their approach by collaborating with tech partners to improve phone efficiency, sales processes, and customer experience. Reuben also introduces exciting tools like CallRevu's new AI-powered Test Track, which gamifies training for dealership teams, making development fun and engaging. If you've ever wondered how to future-proof your dealership, improve customer service, and maximize every opportunity that comes through the phone, this episode is for you. From tech solutions to actionable skills, we cover it all in this fun, insightful conversation. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode of Dealer Talk with Jen Suzuki, we welcome back Mary Catherine Kenny from automotiveMastermind. Fresh off being named to Auto Remarketing's prestigious 40 Under 40 list, Mary Catherine dives into how automotiveMastermind is transforming dealership sales processes with their innovative tools, including a redesigned customer deal sheet, enhanced Behavior Prediction Score, and new mobile capabilities. We explore the buzz around AI in automotive retail, the importance of nurturing loyalty through actionable data, and how technology empowers—not replaces—sales teams. Plus, hear tips on fostering collaboration, training teams, and staying ahead of future sales trends. Join us as we connect the dots between actionable insights and dealership success, delivering strategies that help you close more deals and nurture long-term customer relationships! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

In this episode, I dial into tackling one of the most overlooked yet powerful tools in your sales and service conversations: risk. Knowing how to talk about risk with your customers isn't just a nice-to-have—it's essential for showing value, solving problems, and closing deals. We'll cover: Why identifying and explaining risk is crucial in every customer interaction. Real-life examples for sales and service teams that showcase exactly what to say and how to say it. How to use risk to connect the dots between problems and solutions, making your presentations stronger and your conversions higher. For service teams, you can set yourself up to explain the benefits of acting now. For sales teams, we'll look at how to uncover risks tied to hesitation, making it easier to guide your clients toward the right decision. Risk isn't just a one-time topic—it's an everyday conversation that drives results. If you're ready to build trust, sell with confidence, and see more approvals, this episode is for you. Tune in now and start making risk work for you! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

So grateful to share time with Rita Case, a prominent figure in the automotive industry, best known for her leadership in the Rick Case Automotive Group, which she co-founded with her late husband, Rick Case. Together, they built a successful dealership network recognized for its commitment to customer service and community involvement. Rita shares her history as a pioneer in bringing brands like Honda into the US car market. She's been a dealer for 48 years! Find out an interesting story about her views on being the only women in the room especially in a leadership role. She shares her viewpoints on how she makes an impact in business and community while gaining so much respect. Learn a neat story about bicycles and how simple acts of kindness parlayed into a lifelong career! In recent years, Rita has continued to honor Rick's legacy through various philanthropic initiatives. The Rick Case Automotive Group is actively involved in supporting local charities and community organizations, focusing on causes such as education, health care, and animal welfare. Rita has emphasized the importance of giving back, believing that strong community ties not only benefit those in need but also enhance the dealership's reputation and foster loyalty among customers and employees. We talk leadership, her passions for philanthropic work in the community, team building and the importance of career paths. We dial into education initiatives and so much more! Hearing your values and how she approaches her culture and mission! You can pick up her book for free by just reaching out to her - she opens the door on this episode - Our Customers, Our Friends: What 50 Years in Business Has Taught Rita and Rick Case About Sales Success and Community Service. Get a copy from her - she gives her contact info! My favorite quote from Rita:  If you have procedures in place that show respect, appreciation and commitment to others achieving their goals, then they will give you a chance. People want to work for businesses where the owner wants to show them a career with processes in place to prove it. - Rita Case If you're not having fun, get out of the business! - Rita Case This is an inspiring episode that will give some meaning to being part of an enormous opportunity to grow in automotive! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

Welcome back listeners! This is a quick yet impactful class tailored for everyone working in dealerships—both in sales and service. As competition heats up, creating a standout customer experience is more critical than ever, and I'm here to share actionable tactics that you can implement immediately to enhance relationships and drive loyalty! Let's get it!  Listen in as I explore the power of client history and its role in nurturing loyalty while boosting your bottom line. I'll reveal key strategies for Service Advisors to connect with customers effectively, ensuring they feel appreciated and valued from the moment they walk in. For our sales teams, these tactics can transform your approach, leading to improved appointment rates and increased sales. I discuss the importance of knowing who is coming in tomorrow—whether they're new or returning clients—and how this knowledge can set the tone for a warm, welcoming experience. Acknowledging customer loyalty through personalized greetings and CRM history not only makes customers feel special but also creates lasting connections. I provide real-world scenarios for both sales and service teams, making it easy for you to understand and implement these strategies right away. This episode is mission-critical for anyone in the dealership looking to elevate customer interactions and stand apart from the crowd. Tune in to learn how to make every customer feel like they truly matter, and discover how simple, personalized actions can transform your dealership's culture and customer experience. Let's get started on creating memorable moments that lead to lasting loyalty! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

Join us for an cool episode featuring two industry game-changers: Dave Sperau, Founder and Chief Revenue Officer of Autosled and Alex Snyder, CEO of FRIKINtech and President of Dealer Refresh. In this episode, we dive into the revolutionary world of transportation in the automotive industry, led by Autosled's remarkable growth. Dave shares his inspiring journey from car dealer to innovator, driven by his frustrations with inefficiencies in the vehicle transport process. Discover how he developed an app that streamlines billing, vets drivers, and provides real-time tracking—akin to the Uber experience for cars.  Alex, a recent Autosled user, recounts his seamless vehicle purchasing experience, highlighting the app's efficiency and transparency. He shares how easy it was to get a quote, contract a driver, and have his unique vehicle delivered sooner than expected, all while maintaining communication with the driver.  We explore how Autosled has become a trusted partner for dealers and manufacturers across the country, transforming the way vehicles are delivered. With a vast network of vetted drivers and quick payment processes, the days of waiting for transporters to gather multiple cars are gone.  Listeners will learn about the upcoming NADA show conference in New Orleans, where you can connect with Autosled and discover how their services can benefit both dealers and consumers. If you're considering buying a car from another market, this episode highlights a tool that puts affordable transportation right at your fingertips! Tune in to hear how Autosled is not just changing the game for dealers but also empowering consumers to make smarter, faster decisions when it comes to vehicle transport! Dave Sperau - david.sperau@autosled.com | autosled.com Alex Snyder - alex@dealerrefresh.com  Autosled is ranked #9 in the Deloitte Technology 2024 Fast 500. The awards recognize innovative companies across technology, life sciences, fintech and energy tech sectors. https://bit.ly/3DjaSoT NADA 2025 - Autosled will be exhibiting at Booth# 7921. Autosled will also be running a special during the show for any dealers that sign up at NADA to use Autosled & ship their first vehicle before the end of February 2025. Dealers that sign up and move their first car before the end of Feb 2025 get their first vehicle move for FREE (up to 500 miles)! We're confident that dealers will love the Autosled experience and want as many as possible to have the opportunity to give it a try at NADA. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

In this episode, I get into the power of evaluating recorded sales calls—an often overlooked yet incredibly effective tool for driving more deals in automotive sales. I'll share my personal journey into car sales, where I learned that phone calls were the true goldmine for lead generation, not just waiting for walk-ins. As the founder of the first internet sales training company, I've seen firsthand how dialing in on your phone process can make all the difference. Sales calls is how I built my business selling cars! You'll learn how listening to and evaluating calls can directly impact your sales goals and why this is the lowest hanging fruit in your dealership's growth strategy. I'll explain why many managers fail to listen to recorded calls, and how taking the initiative to evaluate and coach on call processes will give you a competitive edge. This episode breaks down how to identify key issues like low energy, poor engagement, and lack of control in calls. I'll walk you through how to engage your team with specific, actionable questions that foster self-reflection and improvement—without creating a negative atmosphere. After all, coaching is about building people up, not tearing them down! Whether you're a manager or a sales rep, you'll come away with concrete techniques to evaluate calls, lead more effective coaching sessions, and improve the overall sales process. Plus, I'll share some tips for making call evaluations a fun, engaging team activity that drives progress. Tune in to learn how you can turn every incoming call into an opportunity to close more deals and develop your team's skills for long-term success. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

Showroom traffic may be down, but the deals are still there—if you know where to look. In this episode, Lindsey Shaker, Marketing Director at Shaker Automotive Group, reveals her problem-solving mindset and the hacks she uses to uncover hidden opportunities that many dealers miss. If you're wondering why your dealership isn't seeing the foot traffic you expect, this conversation is for you. Lindsey dives into the often-overlooked areas in dealership marketing, from phone systems to call tracking, and explains how small gaps in these processes can have a big impact on your sales. She shares her unique approach to tracking ROI and shows how digital marketing, when optimized, can drive phone calls and appointments that close faster and more effectively than traditional leads. We talk: phone systems, tracking ROI and sourcing, phone lines, reporting, call transcripts and keywords + so much more! Talk about learning work hacks - here ya go!! ANd thank you Lindsey!  With the right systems in place, Lindsey reveals how she helps her GM's tie marketing efforts directly to sales, even when showroom traffic is weak. She explains how she audits every 45 days to ensure call tracking and reporting are spot-on, and how she's solved issues related to missed opportunities, inaccurate reporting, and inconsistent CRM logs. If you're struggling with where to spend your marketing dollars or why your leads aren't converting as expected, Lindsey's insights will help you uncover the root causes—and show you that the sales are already waiting for you, right under your nose. Tune in to discover how to fix the gaps and start closing more deals today! Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

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 |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

Quotes from guest, Mike Lucente. "Speed of the leader is the speed of the team", "Be more of a coach then a manager" and  "Unrelenting in your vision."  In an insightful interview with Mike, a seasoned manager at Alabama's largest Kia dealership, he emphasizes the importance of nurturing team members' success and fostering an environment of continuous learning. With over 30 years of experience at the dealership and a history of achieving the prestigious President's Award, Mike believes that effective leadership requires a deep commitment and hard work, especially in today's fast-paced automotive landscape. Mike notes that many of his team members are millennials and Gen Z, who joined during the challenging times of COVID-19. This shift has brought new energy to the dealership, and Mike is dedicated to ensuring that onboarding for both sales and Business Development Center (BDC) teams is consistent and thorough. He highlights the value of structured, process-driven training that every team member undergoes, reinforcing the importance of maintaining focus and adherence to established protocols. Rebuilding the sales department and refining processes are critical objectives for Mike. He understands that training extends beyond video modules; it requires a hands-on approach where managers actively engage with their teams. "The speed of the leader is the speed of the team," he asserts, stressing that an interactive leadership style can significantly boost energy and enthusiasm within the team. To facilitate collaboration, Mike champions a strong team concept that fosters interdependency between BDC and sales personnel. This synergy is vital to providing a seamless customer experience, ensuring that guests do not have to repeat their interests upon arrival, after already discussing them with the BDC. Mike's approach to training is both consistent and interactive. He insists that when customer engagement falters, managers must step in immediately to guide the process. He advocates for managers' involvement in sales calls, particularly when complex customer questions arise, allowing BDC representatives and salespeople to observe and learn from the strategies employed. By adopting a "you do one, I do one" training methodology, Mike cultivates a supportive environment where team members feel comfortable and empowered to improve. He underscores the importance of nurturing frontline skills through live sales calls, asserting that managers, with their wealth of experience, are ideally positioned to demonstrate effective techniques in real-time. In Mike's perspective, the key to success lies in active involvement, continuous training, and fostering strong relationships within the team. His commitment to these principles not only enhances team cohesion but also drives the dealership's overall performance. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com  

Welcome to the Car Dealership Guy Podcast. In this episode, I'm speaking with Len Short, co-founder of Lotlinx where we discuss: The secrets to dealership profitability, racing Porsches with VCs, Markdown doom loops, Is there a crystal ball for aged inventory? and much more. This episode of the Car Dealership Guy Podcast is brought to you by: Cars Commerce - The platform to simplify everything about buying and selling cars. Learn more at https://www.carscommerce.inc/ Withum - Withum is a forward-thinking, technology-driven advisory and accounting firm, helping clients to be in a position of strength in today's complex business environment. Learn more at - https://www.withum.com/warranty Lotlinx - Get the best possible market advantage on every vehicle transaction. Optimize operations and boost profits using artificial intelligence (AI) and machine learning. Learn more @ https://lotlinx.com/ Car Dealership Guy News - The #1 source for concise and unbiased car industry news. Stay informed with the most relevant and interesting stories by visiting https://cdg.news Interested in advertising with Car Dealership Guy? Drop us a line here Interested in being considered as a guest on the podcast? Add your name here Topics: (00:00:00) - Intro (00:00:53) - Len's previous life selling Porsche's (00:02:51) - Len's career in auto (00:06:25) - Founding LotLinx (00:12:41) - Are dealers here to stay long-term? (00:16:17) - What problems are you solving today at LotLinx? (00:25:46) - How much has the business scaled?  (00:28:07) - Why are new cars being mismanaged? (00:29:56) - Will OEMs take more inventory risk? (00:38:39) - What's next for the business? Check out Lotlinx here. Check out Vincensus here. Check out Car Dealership Guy's stuff: CDG News - https://news.dealershipguy.com/ CDG Jobs - https://jobs.dealershipguy.com/ Instagram - https://www.instagram.com/cardealershipguy/ TikTok - https://www.tiktok.com/@guydealership X - https://x.com/GuyDealership LinkedIn - https://www.linkedin.com/company/cardealershipguy/ Everything else - dealershipguy.com This podcast is for informational purposes only and should not be relied upon as a basis for investment decisions.