Lindsey Woodring

Tag: business

  • What Do The Professionals Say About Communication

    What Do The Professionals Say About Communication

    In a world filled with car dealerships, from large corporation to the small family owned lots, communication is more than a skill for everyone there; It is their job security. During my attempt to find the perspectives of professionals in this field, I found anonymous interviews where there was one common denominator, “If you don’t know what you’re selling, it could cost you your job.” From somewhat vague answers to the unsure recommendations, these small little gaps in your knowledge can ultimately lead to lost sales, even worse, the dealership could loose trust in you. One individual that I spoke to admitted that “Communication can be so easy to fall short on,” especially when the customer comes in skeptical, unsure, and untrusting of the process. Today, this blog is diving into communication gaps that even seasoned professionals quietly admit to, but refuse to discuss publicly. When the pressure is high and the stakes include both the sale and job security, it’s a hard thing to put your name out there and still survive.

    You Can’t Sell What You Don’t Understand

    When talking to these professionals, I asked what their biggest struggles on the sales floor was, and many of these answers were alike, while off the record but still admitted, product knowledge gaps can stop you dead in your tracks during a sale. “I haven’t had all the answers before,” one of the professionals said. “And when a customer knows more than you, it can shake your confidence fast.” In a world where we should be armed with knowledge of their products from research, reviews, price comparison and the overall advantages of the vehicle, sometimes they fall short. When they fall short in these aspects, the sale fails as well. While these interviews were taken and asked to be made anonymous, the quietness paints a bigger issue. These dealerships aren’t training staff to speak confidently about what they sell, and this, this is costing them not only profit and credibility, but they loose sight of their full potential.

    The Cost of Uncertainty

    These talks of lack of confidence in communication has come not only to affect the salesperson, but it goes beyond and to the customer. “Sometimes i really don’t know if they are truly interested in buying a car or not,” one professional admitted. having those types of doubts can cost not only you a sale, but you loose money for the company. vague responses and overcompensating from pressure can cause a major disconnect from you and your customer. When these moments of uncertainty often come from the lack of right questions for the right answers, all of these are gaps in communication that are fillable. Especially in high-stake sales, having that uncertainty is not only awkward, it can cost you everything.

    With Confidence Comes Clarity

    The biggest takeaway from talking to these professionals that will remain anonymous, is that communication plays a bigger role than just yes or no, it is needed to be intentional, informed, and consistent. Knowing the product you are selling will help you excel in your profession, and if you don’t sometimes, you just might want to go unnamed from having failed once or twice. It’s a high-pressure environment, dealerships expect the best and don’t invest in their team for the best.

    So let’s give this some thought, do you think your dealership is setting the team up to succeed and be known, or to fail and go nameless?

  • Beyond the Test Drive, What Will Bring Customers Back

    Beyond the Test Drive, What Will Bring Customers Back

    Many talk about the sales after they have been closed, but when it comes to talking about what happens after that, well there is a lot to be said that hasn’t been said. In reality, following -up after the sale matters just as much as that final closing handshake. For some dealerships, selling a car isn’t the only focus they have. it’s about keeping those relationships even after the sale. Providing useful info, honest service, and a real deep connection to customers is what will keep them coming back for years.

    Whats That Follow Up Look Like

    So, what does that follow-up really look like? instead of those classic, robotic responses like “how was your visit?” people now expect a more personalized message following up their visit. So lets start skipping those boring messages and bringing in a quick thank after purchase instead, or a quick check-in to see how they like the car after just a few weeks with it, even a reminder for getting services done can be a great outreach. Remembering the reasons the customer bought the car is also a great tactic, you can customize your questions to be tailored to that persons experience and that can go a long way. To say it shortly, remembering is caring, caring will build that trust.

    More Than Just Goodwill

    Having a direct connection to the customer even after a sale is one way that you can build a reputation for yourself. customers that feel seen and supported have a better chance of expressing their experience with their friends and family. This type of customer/dealership relationship can’t be earned through anything else, not even the computer ads would bring in this attention , this type of connection is built through real genuine communication. Dealerships that ignore this type of outreach, risk loosing a lot of money.

    Lets Bring it Home

    While the sale ends with hefty paperwork and many signatures, that relationship is just the beginning. By prioritizing communication that is further than your usual robotic responses, customers will see that you truly cared about their wants and needs from the experience, this will strengthen the connection they have with not only the salesperson, but the dealership morals as a whole. Bring them loyalty, they will bring it back.

    So, will you be going the extra mile for your customers?

  • Sales Vs. Service: Bridging the Communication Gaps in Dealership Culture

    Sales Vs. Service: Bridging the Communication Gaps in Dealership Culture

    While it is easy to celebrate the sales, what happens after customers get the key matters just as much. A buyer might leave the lot feeling confident and excited, only to return for routine service and face confusion, miscommunication, or a law of follow through from the dealership. These types of disconnects can damage trust and impact the long-term loyalty of that customer. In this blog post, I explore how poor or lack of communication between departments can put a gap in the bridge between the customer and the company.

    Professional and Clear

    To the customer, the dealership is all one place, no departments. So when sales promises something and the service cannot deliver, the buyer feels misled and even mad when promises weren’t followed through with. That disconnect ruins trust fast. Maybe it’s just a missed warranty note, an incomplete service, or the service center can’t fix what was promised, just the smallest inconvenience can lead to a unsatisfied customer and a bad review. Little gaps turn into big frustrations, when sales and service are not in sync with each other, the dealership will feel disorganized or even untrustworthy. These internal conflicts tend to be external failures, however, with better communication between departments, trust can be kept and their loyalty will be secured.

    Practical and Personable

    When sales and service work together, it makes the dealership stronger. Customers notice if the communication between the two departments is good, they get their service they were promised, a smooth solid transition from after buying the vehicle and the consistent updates is exactly what customers are deserving. Internal alignment helps to avoid these mistakes, providing both the best sale, and the best service the dealership can offer. So follow-up with them, check on their satisfaction and give them future service reminders to let them know that they are beyond just a sale. Customers who feel supported across all of the stages in the dealership are more likey to return to the dealership, making this not just a one time service, a life long investment into the people.

    Lets Outline These Steps Towards Better Sales-To-Service Communication

    • Use a shared CRM or software platform that logs all customer promises and package details
    • Hold regular check-ins between sales and service teams to align on customer expectations
    • Create clear internal notes after every sale, especially for warranties, add-ons, or special agreements
    • Develop a handoff system where the service team gets a full overview of the buyer’s profile
    • Encourage both teams to view themselves as part of the customer’s long-term experience, not separate transactions
    • Make training on communication and accountability part of both departments’ ongoing development

    One Dealership, One Voice

    Let’s be honest, at the end of the day customers will think of the dealership as one unit, so lets make it feel like that. By making the transition from sales to service smooth and hassle free, we can make the experience turn into something they would do again. Faster service, fewer surprises and a smooth experience, we have a chance to set ourselves apart and create better success for not just us, but for the customer. So, are we going to bridge those gaps?

  • CarMax’s Road to Responsibility, More Than Just a Car Lot

    CarMax’s Road to Responsibility, More Than Just a Car Lot

    For many, CarMax is just a place you go to buy a used car; However, the company has been at work doing so much more than just that CarMax has invested heavily in corporat social responsibility, and you may ask, what does that mean? well, they have began putting money and effort from their company into community programs, environmental progress and employee involvement. these efforts go beyond surface-level branding. This reflects their total commitment to building a customer experience that is rooted in respect and trust. This post will break down how their CSR strategy works and why it truly matters.

    CarMax focuses its CSR work on three large areas, taking care of the environment, supporting communities and building an inclusive workspace. Environmentally, the company has committed to reducing its emissions by over 50% by 2025, their goal is to go beyond their current situation and reach net-zero by 2050. CarMax’s energy has slowly increased with their use of renewable sources at 41% in 2023, and the company tests their vehicle electrics to make sure they are staying true to their mission. Community investment is another important aspect of their brand. Since 2003, CarMax has given more than $100 million to nonprofits, including a flagship partnership with KABOOM! which has focused on building over 100 playgrounds around the country. Finally, CarMax emphasizes employee-led workspaces, reinforcing a company culture of shared responsibility and trust.

    CarMax’s approach to communicating its CSR efforts started at the foundation, focused with transparency and strategic integration. They have annual Responsibility Reports that clearly represent their progress on ESG, reinforcing its commitment to measure their impact. Their CSR has integrated a broader brand communication for the companies success. To give an example, CarMax has a partnership with WNBA and NWSL reflects its support for gender equity and community representation. Internally, employee engagement tools like Care Cards and paid volunteer opportunities ensure that CSR is not just top-down but woven into company culture.

    What makes CarMax’s CSR efforts stand out is that they actually feel real , not just performative. It’s clear their actions reflect who they are as a company. Whether it’s how they price their cars, talk to customers, or give back to the community, it all lines up. Their transparency isn’t just in their sales process, it shows up in how they report on sustainability, support their employees, and partner with causes that matter. It’s consistent, and that’s why people trust them. When a company’s values match how they show up in the world, it builds real loyalty, not just good press.

    CarMax shows that being a successful dealership is not just about selling cars. It is about showing up with honesty and purpose. Their CSR work is not just for appearance; it is tied into how they treat customers, employees, and the communities they serve. Whether it is through cleaner operations, giving back locally, or empowering employees to support causes they care about, CarMax proves that strong communication and real action work together. In an industry where trust is often hard to come by, they are setting an example worth paying attention to.

  • Why Gen Z Isn’t Buying your Pitch (Literally)

    Why Gen Z Isn’t Buying your Pitch (Literally)

    In Previous blogs I mention how todays buyers, Gen Z, come onto the lot with more research than ever. Less patient and less willing to believe what you say, the traditional sales tactics we use are having to change with this generation. Dealerships that pressure or give vague pitches are more likely to loose those customers. Dealerships that demonstrate clarity, honesty and can have a conversation that feels real is a dealership that will last. While some dealerships hit the spot, there are a lot of dealerships that miss it. If they really want to learn about Gen Z and earn their business, lets start with rethinking how they communicate with a generation that demands more from the buying experience.

    If sales people want to start building their business with Gen Z, they need to stop selling and start listening. They don’t want to hear recited lines from selling cars in 2005, if thats your tactic, you’ve completely lost them. Lets keep it simple, they want it to be transparent, have multiple options and someone who can talk about what they are interested it. in order to do the last part though, we have to listen to this generation that comes onto the lot with their price knowledge, understanding of specs and the deep reviews of the cars. They know their cars, and they aren’t going to be fed fluff. With staff that can communicate clearly on both in-person experiences and those that take place online, like quick responses or honest answers, these buyers will feel trusted and that will go a long way for any dealership.

    When dealerships fail to adjust their approach, they risk more than just losing a single sale. They’re risking long-term damage to their reputation. Gen Z customers are vocal, connected and anything but afraid to share experiences, especially bad ones online. A single poor interaction can spread like wildfire across all platforms, resulting in damages to your company. According to a 2023 report from McKinsey, Gen Z places a high value on authenticity, transparency and digital responsiveness. They expect brands to meet them there. In today’s market, poor communication isn’t just a mistake, it’s a business risk.

    So how can we limit these risks? Firstly dealerships need to start by training sales staff to prioritize listening over pitching. Encourage staff to ask better questions to truly understand the customers needs. Being upfront about price and inventory, no one wants to sit around for a car they won’t be able to buy. Secondly, invest in quality digital communication tools, allowing customers to chat online with sales reps on the floor, giving quick responses and clear messaging not just through chat but throughout your website. Many companies have already adapted to appeal to this generation, dealerships can come with the same approach will not only gain Gen Z trust, they build a foundation for customers that want to come back.

  • How the ACC is Strengthening Sales Through Communication

    How the ACC is Strengthening Sales Through Communication

    Communication is one of the most important aspects of selling cars — plain and simple. The Automotive Communications Council (ACC) is a nonprofit organization dedicated to emphasizing the importance of building trust and loyalty, particularly within the dealership and automotive industries. Through a focus on education, collaboration, and strategic communication, ACC explores how these elements can drive meaningful advancement in the automotive world. By encouraging even small but intentional improvements, ACC is reshaping how the industry builds trust, enhances customer loyalty, and creates sustainable growth.

    ACC’s mission is made to make great changes to such an important industry. All by increasing awareness of great communication in the automotive world. They have found that by promoting eudcation, professional development and using collaborations to their advantage, dealerships can grow their revenue, and increase customer satisfaction for long-term success.

    What you might ask is, what sets the ACC apart from other companies? well, they aren’t just looking for short-term solutions, they are looking at the big picture for the companies, and using those ideas to help dealerships all around the world. I say it again and again, communication is key, and the ACC is using this knowledge to shape the industry into something spectacular. Pushing for sales professionals to think bigger than just one deal at a time, why limit yourself? in my opinion, pushing towards a trust-building and respectful environment inside these types of interactions is what customers deserve. they have what it takes to lead the way for dealerships all around to adapt.

    At the end of the day, customers don’t just remember what you sold them — they remember how you made them feel. Organizations like the Automotive Communications Council are helping dealerships and sales teams realize that real communication is the competitive advantage. Building trust, having real conversations, and focusing on long-term loyalty is how you stay ahead in today’s industry.

    Thank you for listening!

  • Real Selling Happens Before the Customer Shows Up

    Real Selling Happens Before the Customer Shows Up

    Every great sale starts with preparation, not a handshake. For car sales, the real work starts long before you even get to that handshake. Having knowledge, being preparation and great expertise lay the foundation for clear, confident communicate, the kind that builds trust and sets you apart from the competition.

    Customers aren’t showing up clueless anymore, most of the time these days, customers walk into dealerships already knowing what they want. If you aren’t prepared to meet them with real knowledge, you can loose your credibility in minutes.

    That’s why I can’t stress enough how important it is to be prepared, especially if you are trying to be the best in the industry, it’s not an option anymore. These genuine conversations are essential, along with true knowledge of your products, that is what is going to change the game and put you on top.

    You can know every little feature on the lot, but the way you communicate it, tell it’s story, is going to be where you start to step ahead of people. While you can sit there and rattle off features about this and that, listening just might be what every customer needs. Great communication isn’t just about you talking, it’s about hearing what our customers need, their wants, this huge financial decision is theirs, they must feel like they are being heard. People will remember the way you made them feel more than the exact words you used.

    Selling a car is great. Building a loyal customer? that’s even better. Not only does that secure revenue for a company, that also shows other consumers who they can trust in such an overwhelming industry. When communication feels respectful, people don’t just buy once, they will keep coming back, and recommendations and word of mouth references are how those larger networks come into benefit you in the long haul.

    At the end of the day, Selling is simple when you are prepared, knowledgable and have the tools to communicate that to your customers. Those that understand this, who invest their time and skills into their work, don’t just sale cars, they build relationships with loyal customers that drives real growth.

  • What Communication Gaps Are Costing Dealerships Today?

    What Communication Gaps Are Costing Dealerships Today?

    In this blog, I’ll be talking to you about something that often gets ignored in the car sales industry; the role of communication in shaping the customer experience. So lets get into it.

    For many consumers, buying a car is a major financial and personal commitment. yet, one of the most intimidating parts of the process is the dealership experience itself. Customers frequently leave feeling overwhelmed, or even unconvinced that the salesperson truly knows what they are selling.

    This blog aims to explore that gap.

    During my time at the University of Oregon, I developed a strong foundation in public relations and understanding the importance of strategic communication. Now, i’m focused on how brand messaging, customer service, and sales strategy intersect. Over time, I’ve seen how dealerships can either build trust or lose it; that depended entirely on the way they communicated. All too often, this communication feels rushed, scripted and when it gets to be disconnected, consumers ask “do you even know what you are selling me?”

    If you’re curious about how communication can make or break a car sale, here’s what you can expect to find here:

    • Why product knowledge enhances credibility
    • How mixed messages lead to customer doubts and lost loyalty
    • ways to build real, lasting relationships just through communication
    • PR practices that dealerships can learn from
    • why having clear and consistent messaging is key for long-term brand loyalty.

    Whether you’re part of the industry, learning the ropes like i am, or simply want to understand how communication impacts buying decisions, you just might find something here worth reading.

    To dive deeper into what customers truly value in a sales experience, this article from Harvard Business Review offers a dive into the intricate eyes of customers and the power of genuine communication, a principle that doesn’t just stop applying in the world of car sales.

    Thanks for reading and welcome to the discussion!