Automotive

Leadership in the Modern Dealership

It used to be enough to be the sharpest voice in the room. The one who knew the numbers, called the shots, and made sure the team “knew who was boss.” But the modern dealership does not respond to that kind of leadership the way it once might have. In fact, we have seen it push good people away. So leadership in the modern dealership is required. Today’s top performers do not want a commander — they want a coach. Someone who is in it with them. Someone who listens. Someone who earns their respect through action, not just tenure. Leadership in 2025 is not about being the loudest, or the first to point out what went wrong. It is about creating an environment where people feel safe to improve, where wins are shared, and where the bar is high

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Automotive

Key Questions for Dealership Leaders

It is easy to get buried in the day-to-day — stock levels, deliveries, CSI surveys, and the relentless pressure of targets. But every now and then, it is worth stepping back to ask a few deeper questions. Not to tick a box, but to recalibrate. We’ve both had those moments — sitting in an empty showroom on a quiet Tuesday, wondering why things that used to work do not hit the mark anymore. Read the key questions for dealership leaders as below-   Key Questions for Dealership Leaders Here are some of the questions we have found most powerful in helping leaders reset and refocus: - Is the culture in your dealership one you’d want to work in? - Are your consultants clear on what a great customer experience actually looks like? - Does your team have clarity on what’s

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Automotive

A New Market Reality

Let us be clear, today’s retail auto market is not broken. It has just evolved. What we are seeing now is a dealership landscape where pressure has become constant. Consumer confidence is shifting. Digital leads are rising. Margin compression is the new normal. And yet, many dealership teams are still operating without the structure needed to respond with clarity and control. This is not about effort. Most dealers are working harder than ever. It is about alignment. We have found that many dealerships are missing a unified, high-performance culture across departments. Process discipline has frayed; training is inconsistent or missing altogether. And when everything is moving fast, those gaps start to show quickly. So, what does success look like now? It is not about reinventing the wheel. It is about returning to core operational disciplines and executing them with excellence.

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Automotive

Surviving and Thriving in the Australian Auto Industry

SURVIVING AND THRIVING IN THE AUSTRALIAN AUTO INDUSTRY (And why doing “what we’ve always done” just doesn’t work anymore) Margins are tighter. Costs are rising. And with **more than 80 brands** now competing in the Australian market, the pressure is relentless. Many dealerships are running lean…but not necessarily smarter. Here’s what we’re seeing and hearing: ·      Staff turnover stripping away experience ·      Process discipline eroding ·      Sales, Service, and Finance & Insurance working in silos ·      Enquiries slipping through the cracks (despite having all the tech) But it’s not all doom and gloom. Tough markets force clarity. They strip out noise, and for dealers willing to re-anchor around the fundamentals, this is a chance to lead stronger than ever. That’s why we’ve launched Walking in Your Shoes – Lessons in Real World Dealership Leadership. Written by Derek McIlroy and Greg Officer, co-owners of Fusion

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Automotive

Walking in your Shoes – An Introduction

Walking in your Shoes is a weekly blog for Australian motor dealers, written by former dealers who understand the real-world challenges you face. Each short post tackles ongoing and emerging issues—from margin pressure and rising costs to staff turnover and lost dealership expertise—with practical insights from people who have been in your shoes. In today’s changing market, staying ahead means staying grounded.

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The Hidden Cost of Poor Training in Dealerships: Why New Staff Fail and How to Fix It
Automotive

The Hidden Cost of Poor Training in Dealerships: Why New Staff Fail and How to Fix It

In today's competitive automotive market, developing in-house sales talent has become crucial for dealerships. While many prefer this approach over hiring experienced salespeople from competitors, the high attrition rate among new sales recruits remains a persistent challenge. Understanding why this happens—and how to fix it—can transform your dealership's hiring success rate. The Real Challenge: Beyond Initial Onboarding Most dealerships face two critical hurdles in their training process: Ineffective recruitment and induction procedures Insufficient ongoing support and development While both factors matter, our research shows that the second issue typically causes more damage. Many dealerships invest heavily in initial onboarding but fall short in providing continuous development opportunities—essentially setting their new hires up for failure. Why Traditional Training Methods Fall Short The Current Approach Most dealerships follow a standard pattern: Basic onboarding (company policies, introductions, basic procedures) Handoff to Sales Managers

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Transforming Customer Service: Key Strategies for Retail Success
Automotive

Transforming Customer Service: Key Strategies for Retail Success

In today's retail landscape, exceptional customer service has become more crucial than ever. With the rise of e-commerce and changing consumer expectations, traditional retailers must elevate their customer service to create memorable experiences that drive loyalty and sales success. Modern customers expect seamless interactions across all channels - whether in-store, online, or through mobile apps. Retailers should implement unified customer service systems that track customer interactions across all channels and provide consistent service quality regardless of the channel. Here are 5 comprehensive strategies that modern retailers can implement to enhance their customer service. Implement Proactive Customer Service Measures Train employees to be empathetic and patient with customers Employees are the face of the brand, and their interactions with customers play a significant role in shaping the customer experience. Retailers should invest in training their employees to be empathetic and patient

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Steps for Turning Cold Calls Into Hot Sales
Automotive

6 Steps for Turning Cold Calls Into Hot Sales

Overcoming the fear of cold calling is achievable with the right mindset, preparation, and proven sales techniques. Many entrepreneurs and sales professionals find stepping outside their comfort zone to make cold calls intimidating, yet it remains one of the most effective ways to generate leads, build relationships, and grow a customer base. Cold calling is about connecting with potential clients or customers, encouraging them to request more information, visit your business, or purchase your products and services. Making 20 to 50 calls a day can seem overwhelming, but by taking a deep breath, believing in the value you offer, and focusing on the opportunity rather than the rejection, the process becomes easier and more successful. To improve cold calling results, start by identifying your target market so you contact people who are most likely to be interested and ready to

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Minimizing Traffic Leakage in Auto Dealerships
Automotive

5 Tips for Minimizing Traffic Leakage in Auto Dealerships.

As the automotive industry becomes increasingly competitive, it is essential for dealerships to maximise every sales opportunity. Here are five actionable tips to ensure your sales team is capturing and converting every prospect that walks through your doors. Tip 1: Track All Enquiries It may seem obvious, but tracking all customer inquiries is critical. Often, our consultants visit dealerships and discover numerous prospects who haven’t been logged into the Sales Manager’s control log. Common excuses like “they’re not really serious,” “they aren’t ready to buy,” or “I couldn’t get a name” are classic examples of sales staff making premature judgments. It’s crucial to remember that prospects are potential customers, regardless of how they present themselves initially. People don't visit dealerships without a purpose. It's time to eliminate the excuses and ensure every inquiry is tracked and followed up. Action Steps:

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Sales team
Automotive

How do I Obtain my Western Australia Motor Vehicle Dealer or Yard Manager License: A Concise Guide

Navigating the process of obtaining a motor vehicle dealer or yard manager license in Western Australia can be challenging for aspiring professionals in the industry. A dealer license is required for individuals or companies engaged in the business of buying and selling specific vehicles, while a yard manager is an individual employed or engaged by a dealer to manage or supervise the dealer's business of buying and/or selling vehicles. Understanding the eligibility criteria, application process, and compliance requirements is critical for obtaining and maintaining a valid license. Obtaining a motor vehicle dealer or yard manager license in Western Australia involves following specific procedures established by the Department of Energy, Mines, Industry, and Consumer Protection. Completing the relevant application form and paying the appropriate fee are just the initial steps in the licensing process. Applicants must also identify the categories of

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