David Villa

Mishandling the phone is creating a poor customer experience that is costing dealers tens of thousands, or potentially millions of dollars in revenue every year. 92% of all customer interactions happen over the phone. 85% of customers report being dissatisfied with their phone experiences. Why do salespeople hate cold calling so much? More importantly, how can this be fixed? You will be challenged and inspired to focus on metrics and create the right culture for success. People who have no interest in increasing their sales and improving their customer experience need not attend.

In the past twenty years, we have seen a drastic evolution in the automotive retail industry. Just having the best price won’t get it done in one of the most competitive markets in history. We have seen a separation between those that were quick to embrace change and those that have been slower accepting it. It is going to take someone taking a chance, pushing the limits in their thinking and expecting more of their team to really set a new pace in the automotive industry. Change can be challenging but as leaders, our influence has enormous impact on how smoothly, or how roughly, a change occurs within our dealership. This Keynote Panel will empower and equip you with the tools and knowledge to transform yourself into a change leader that leads its team to a better, stronger future.

Culture Shaping Our Core Message: Developing a Vision & Mission Statement How to attract/keep the best people in your field Embracing your frontline "Culture Ambassadors"