Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.

Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.

In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.

With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.

As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.

Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode of Dealer Talk with Jen Suzuki, we welcome back Mary Catherine Kenny from automotiveMastermind. Fresh off being named to Auto Remarketing's prestigious 40 Under 40 list, Mary Catherine dives into how automotiveMastermind is transforming dealership sales processes with their innovative tools, including a redesigned customer deal sheet, enhanced Behavior Prediction Score, and new mobile capabilities. We explore the buzz around AI in automotive retail, the importance of nurturing loyalty through actionable data, and how technology empowers—not replaces—sales teams. Plus, hear tips on fostering collaboration, training teams, and staying ahead of future sales trends.

Join us as we connect the dots between actionable insights and dealership success, delivering strategies that help you close more deals and nurture long-term customer relationships!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥
automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

In this episode, I sit down with Reuben Fine, who leads OEM partnerships at CallRevu, to dive into a critical yet often overlooked aspect of dealership success: phone calls. Did you know that 30-40% of dealership calls go unanswered? That's a staggering number of missed opportunities that could dramatically impact sales and service outcomes. Reuben and I explore how dealerships can leverage technology, recorded calls, and insights to transform their phone handling processes.

We discuss how OEMs are evolving their approach by collaborating with tech partners to improve phone efficiency, sales processes, and customer experience. Reuben also introduces exciting tools like CallRevu's new AI-powered Test Track, which gamifies training for dealership teams, making development fun and engaging.

If you've ever wondered how to future-proof your dealership, improve customer service, and maximize every opportunity that comes through the phone, this episode is for you. From tech solutions to actionable skills, we cover it all in this fun, insightful conversation.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

In this episode, I'm breaking down one of the most common challenges in automotive sales: handling customers who demand prices over the phone or say they've found a better deal elsewhere. You'll learn:

• Why giving a number too soon often leads to dead ends—and what to do instead.
• The importance of asking the right questions to redirect the conversation and build value.
• Proven strategies to stand firm on your pricing while confidently asking for the business.

This isn't about dodging the tough moments—it's about embracing them with a plan. I'll give you real language and tactics to turn price shoppers into showroom appointments. Whether you're a salesperson, manager, or BDC agent, this episode is packed with tools to help you stay in control, take more swings, and drive more sales!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

In this episode, I dial into a game-changing tactic for sales and service teams: leveraging client history. Imagine knowing exactly where a customer stands—whether they're a loyal advocate or a first-time visitor—and using that insight to create personalized, value-driven experiences.

Learn how this one step can instantly make customers feel valued, welcomed, and appreciated, all while helping you overcome price objections and skepticism. I'll share actionable strategies that make it easier to tailor your approach, build trust, and secure long-term loyalty.

This isn't just about selling cars or services—it's about building relationships that pay dividends. Let's kick off the new year with tailored experiences that set you apart from the competition!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

In this episode, I tackle one of the most overlooked issues in service departments: relying solely on texts and videos to sell work. Service Advisors, it's time to pick up the phone and ask for the business—every single time! I explain why this is important.

We'll explore why some advisors skip the call, how judging customers costs you sales, and the importance of educating and informing your customers about their vehicle's needs. You'll learn practical strategies to overcome hesitation, build trust, and ensure no money is left on the table.

If you're ready to boost your income, keep your technicians busy, and maximize your shop's performance, this episode is for you. Let's make the call and fight for the business!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

In today's episode, I share my experience working alongside dealership service teams and witnessing what's being done right to build trust and elevate the customer experience. From the smiles and eye contact at check-in to the small, deliberate acts of trust-building, service advisors and BDC agents are making a difference. Many dealerships are targeting customer experience right now, but it's service departments that handle the most clients daily, making this effort non-negotiable.

You'll learn how simple promises, effective follow-ups, and personal connections can transform customer interactions into lasting loyalty. This episode is a call to action for service leadership, advisors, and BDC teams to embrace the small actions that pay big dividends in trust and confidence.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535