Dealernews Blogs

Wednesday, April 29 2015

YOU KNOW that pushing the starter button, turning the key or kicking the kickstart will fire up the engine of every motorcycle in your dealership. But did you realize that the human brain could be just as predictable?

As humans, we typically rely on what comes to mind with the least amount of cognitive strain. This is part of our effort to survive in a postmodern world, one in which the amount of information we’re exposed to has grown exponentially, yet the basic architecture of our brains hasn’t changed since the likes of Australopithecus Africanus roamed the earth.

Tuesday, April 28 2015

AS YOUR SERVICE DEPARTMENT ramps up for the season, it's natural that some promises will fall through the cracks. The first goal, of course, is to meet the expectations set with customers. The better we are in this regard, the fewer upsets will take place, which reduces the number of customer confrontations.

Tuesday, April 28 2015

WE ALL KNOW that sinking feeling when a buyer says “no,” and hopefully my Dealernews column back in March helped you to help customers overcome their own objections.

But what happens when a buyer catches you off-guard? Or makes a statement to which you have no clear idea of how to respond? Here are five ways to verbally disarm a customer and help him see things your way.

Monday, April 13 2015

ARE YOU LOOKING for something to stock on your countertop? You know the spot I’m talking about: the one right next to the cash register, where customers are more likely to make an impulse purchase on a neat gadget or something too unusual to pass up. Whether you want practical, fun or slightly scandalous, here are some things that caught our attention.

Thursday, April 09 2015

Dear Grandma and Grandpa,

I hope ya'll are doing well up there in Heaven. We are swell here in Dallas. Things are really busy here at Strokers Dallas and throughout the motorcycle industry. It's Spring, it's our time to shine!

Monday, March 30 2015

WE MAY NOT LIKE to admit it, but sales objections are a normal and necessary part of the sales process and there’s no need to run from them. In fact, objections prove that your would-be buyer is listening and interested in what you have to say. They also indicate that the prospect considers you worthy of interaction. Whether a customer says, “I don’t need it,” “It’s too expensive,” “I’ll wait,” or “I don’t trust you,” that’s a positive indicator of your sales progress. 

Monday, March 30 2015

NOW THAT SPRING has sprung, service advisors should be enjoying the business they wished for all winter. But be mindful that the spring rush of business doesn't last forever and we cannot afford to waste time. The lackadaisical habits adopted during winter's slow months must make way for expeditious processes that maximize efforts during the money-making season. Failure to heed these words will end up in lost revenue and workdays that are more stressful than they should have been.

Monday, March 30 2015

EVERY dealer principal has a business and marketing “religion” about their dealership—a set of philosophies, theories, and opinions they have developed into unshakable beliefs. Some trust in direct mail, others say it doesn’t work, some like radio, others TV. Many progressive dealers believe in new media like Facebook, Email, Google AdWords, Remarketing, etc. and say traditional media is dead.

Friday, March 27 2015

UNLESS YOU OWN or work for a Euro OE, it’s unlikely that you’ve ever heard of Jim McKenna. Jim was recently appointed as National Sales and Network Development Director for MV Agusta, and has had a long career in sales management, beginning in Detroit at Rosenau’s Honda store in the early 1990s. When Rosenau’s became one of Triumph’s “pioneer” dealers, Jim’s career in Eurobikes was launched.

Thursday, March 19 2015

NOTHING is more powerful in the world of retail sales than a face-to-face encounter between a satisfied customer and a credible sales professional. This is the kind of human exchange in which influence can be wielded for the good of both individuals. When a buyer says “Thank you,” for example, you must be able to leverage those words, or risk blowing a major opportunity to take that sales relationship to a higher level.

Here’s what to do when you hear “thank you”:

Wednesday, February 25 2015

LAST SATURDAY I found myself in a second-row seat for the first of Atlanta’s two Supercross rounds this season. I was sitting in the industry section, which is, just like it sounds—reserved for those of us who work in the powersports industry.Usually, my husband and I (and our motley gang of ex-roadracer friends) have seats out in the crowd, so this was a bit different for us. (Many thanks to Ted at The Privateer Journey for Saturday’s seating arrangements.)

Monday, February 23 2015

Dear Grandma and Grandpa,

I hope y'all are doing good up there in Heaven. We are fine down here in Dallas. Ya know, Grandpa, it’s no secret that the motorcycle business has not been great for the last seven years because of the crummy economy, but every year it seems to get a little better, and 2015 has started off really good.

Wednesday, February 18 2015


There are moments of opportunity in customer interactions. One is when the buyer says, “No.” Another is when he or she says, “Thank you.” And yet another is when a customer says exactly what you want to hear: “Yes.”

We plan for objections and we plan for resistance, but we often don’t plan for success. That’s a big mistake.

What follows are five do’s and five don’ts regarding how to respond in significant moments of ‘yes.’ Let’s start with what not to do.  

Don’t do this...

Wednesday, February 18 2015

WE TALK A LOT about how we’re going to attract new, younger buyers into the lifestyle/sport. Changes in marketing, advertising, even new vehicle and product development are underway to get the attention and eventual loyalty of the 18-34 customer.

Wednesday, February 18 2015

We spend a lot of time talking with dealers about their buying base—a two-part data strategy that’s made up from 1) your past customers and 2) your conquest prospects.