Pub. 19 2020-2021 Issue 1

N E W J E R S E Y C O A L I T I O N O F A U T O M O T I V E R E T A I L E R S 31 new jersey auto retailer W W W . N J C A R . O R G Sales Department Relaunch Focus on reigniting your sales team and aligning your strategy • Create a sales bonus/contest for units sold to get the team motivated and re-engaged • Drive a culture of appointment setting, consider set- ting spiffs on appointments that show Review and consider modifying your current sales quotas, goals and pay plans Review all leads that came through in the last 60 days • Send them a personalized email that the store is open Review what leases were scheduled to mature during the closure Ensure alignment on socially distant customer interactions • Staff wearing masks, maintaining social distancing, not shaking hands, etc. Setting Up the Service Department Ensure you’re prepared to accommodate service customers in the new dealership experience • Offer VIP treatment with services such as vehicle pick- up and drop-off • Take stock of your telecommunication and technolo- gy needs Have your BDC begin service dials prior to opening • Ensure as many service appointments are scheduled/confirmed • Consider offering service specials to drive traffic Institute video calls with service advisors for initial diag- nostics and evaluations to boost consumer confidence Expand precautionary measures, such as vehicle disinfec- tion before re-delivery and utilizing disposable seat, floor mat and steering wheel covers Review any open or unaccounted for transactions and receivables • Review parts receivables and consider putting some accounts on COD • Review warranty receivables • Audit and review age of open repair orders • Consider lost opportunities such as overdue open recalls — Consult with OEM, CARFAX, etc. Ensure all service loaner cars are accounted for, washed and fueled Human Resources Considerations Create a plan to bring back furloughed staff • Ensure you’ve got enough staff for each department • Consider running staggered shifts to account for demand • If necessary, alert HR vendors for staff’s return Communicate and ensure the sales staff fully understands draw/draw payback scenarios Ensure your HR team is fully up to speed on the changes to state/national employment laws Facility Management Considerations Communicate new processes to all in-store and third party vendors Start having virtual meetings the week before with each department • Assign a list of high priorities to each department Ensure you have adequate supplies to serve the volume of business • Take stock of cleaning supplies, personal protective equipment and protective materials such as steering wheel covers Prepare for the return of physical sales inside the dealership • Ensure all bathrooms have been cleaned and are ade- quately stocked • Consider offering free gloves and masks upon entrance • Place hand sanitizing stations throughout the dealership • Replace all refreshments with individually packaged/ sealed snacks While dealerships reopening their showroom doors is a positive sign, the market is and will remain financially vulnerable for some time. The ability to identify customers with the highest like- lihood to purchase a new or pre-owned vehicle with the message of either potentially lowering their payments or saving them from penalties or fees will be well-received. Now, more than ever, it is important that dealerships have the right tools to re-engage their teams quickly and sell cars more efficiently. For more information from automotiveMastermind about resources related to COVID-19, go to their website at https://resources.automotivemastermind . com/auto-dealership-covid19-resources. Energy Partners of NJ CAR & WASCO Lock in your natural gas & electricity rates with Sprague! • Greater budget certainty and price stability • Close to 150 years of energy experience • Dedicated and local Account Manager • Customized energy solutions • Outstanding Customer Care Member benefits: By participating in the energy program, you are assisting NJ CAR in protecting the interests of all franchised car and truck retailers. Take advantage of your membership benefits today! Gail Caputi, Program Manager 609.760.2043 | gcaputi@njcar.org Peter Jagodzinski, Account Manager pjagodzinski@spragueenergy.com | 732.440.0038