Archive November 2018

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Making a List, Checking It Twice....Preparing for an OCCC Audit

This is the time of year where we hear all about lists: The Naughty List, Christmas Wish Lists, etc. However, for those dealers that are facing an audit from the Office of Consumer Credit Commissioner, it would be a good idea to make a list of necessary documents to have available. In this week’s blog post, we provide just such and itemized list to make sure those dealers are ready and their audit goes smoothly. Even if you aren’t facing an audit right now, looking over this checklist can help a dealer stay organized and be better prepared in the event they ARE audited.  

Do You Know Your Collection CSI?

By Brent Carmichael
NCM Associates, Inc.

How would your collection department CSI (Customer Service Index/Indicator) measure up to everyone in the BHPH industry? Most BHPH operators haven’t given it a second thought. As of yet, there hasn’t been a national BHPH CSI developed, but it’s something that must be tracked and monitored to have any hope of future success.

Experts Weigh in on Odometer Disclosure

Recently, some members contacted TIADA over their concerns when a few dealer management software systems eliminated the odometer disclosure form. Dealers were accustomed to having their customers sign the form as well as sign the title when delivering a vehicle. 

8 Tips to Hire Saleswomen to Build Dealer Sales & Retention

By Anne Flemming

A recent national report reveals women car buyers rate women consultants higher in dealer reviews. It illustrates that these buyers experience higher satisfaction and improved customer experiences when they work with female consultants.  A more trusting and engaged consumer experience leads to higher CSI scores, reviews 
and retention. 

Closing a Dealership Requires Planning

By Michael W. Dunagan
TIADA General Counsel

Much time and effort go into training folks to become independent car dealers. Programs like How to Become An Independent Dealer and various dealer “boot camp” sessions are readily available for prospective dealers. But now that 2018 is coming to a close, and many dealers may be contemplating closing down their operations, it might be useful to consider some issues that crop up when the doors close for the final time. Some dealers, especially those in the buy-here, pay-here world, have been blind-sided by regulatory agencies that don’t necessarily believe that shutting down a dealership is the end of the story.