One of the trends that we’ve noticed over the last couple of years is the debate over gross and turn. Since the recession, there has been an isolated movement to treat all cars as commodities and be willing to take less gross on every unit. Ever run into a Carmax buyer at an auction? You’ll […] [Read More]

According to the J.D. Power and Associates 2013 U.S. Customer Service Index (CSI) Study released earlier this week, overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000 point scale), up significantly from 787 in 2012. And the study found that buyer loyalty is directly connected to a dealership’s […] [Read More]

A North Carolina dealership was the scene of a Pepsi commercial that has been piling up millions of YouTube views and laughs, as viewers have tuned in to see the harried but hilarious reaction of a salesman sitting next to a disguised Jeff Gordon during a test-drive of a Chevrolet Camaro. [Read More]

It looks like efforts within the dealership to ensure that service customers leave happy are paying off. According to the J.D. Power and Associates 2013 U.S. Customer Service Index (CSI) Study released Wednesday, overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000 point scale), up significantly from 787 […] [Read More]

Primeritus Financial Services announced the sale of two of its subsidiaries on Wednesday. Officials confirmed that Primeritus sold Repossessions Unlimited operating in Florida and Extreme Recovery in California.    In the first transaction, Chris Fazio purchased Primeritus’ ownership in Repossessions Unlimited.  As sole owner of Repossessions Unlimited, officials said Fazio will continue to provide recovery services […] [Read More]

Organizers of the Auto Remarketing Canada Conference, presented by CarProof, are  excited to announce the latest additions for this year’s agenda.   Joining this year’s Day Two keynote panel is Sarah Hill, social media manager for Toyota Canada Inc. On Tuesday morning, April 23, Canada’s top remarketing executives take the stage for a keynote panel […] [Read More]

It may be time for dealers in Canada to cater to younger audiences. According to the 2012 Consumer Retail Experience Study from J.D. Power and Associates, a critical step in attracting more business from young buyers is increasing advocacy among current customers. J.D. Power contends the Canadian automotive industry needs to put aside “labels or […] [Read More]

In a post to its AutoMotion blog on Tuesday, J.D. Power and Associates ranked the top 10 reasons consumers give for buying a specific model. To determine this list, the firm took its 2010–2012 Initial Quality Studies and boiled it down to the 10 factors new-car owners pointed to most often in explaining their purchases.  […] [Read More]

In my day as a dealer, I held the same view of my service department as many dealers do today: It was the “back end” of the business. I understood, of course, that my service and parts operation was critical to the overall profitability of the dealership — especially in months when my advisors and […] [Read More]

On Tuesday, organizers revealed the keynote speaker for the upcoming 2013 Automotive Forum in New York. The annual conference, presented by NADA and J.D. Power and Associates, will feature Toyota’s Bob Carter, senior vice president of automotive operations for Toyota Motor Sales U.S.A. Conversation and sessions at the one-day forum (March 26) will focus on […] [Read More]