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What customers want from their automotive dealer

Recent changes in the automotive industry have given way to a seismic shift. Supply chain struggles, the rise of online marketplaces, and increasing consumer expectations have forced a new focus on the customer experience. Today’s automotive dealerships need to evolve to build and maintain loyalty among buyers.

With these struggles comes great opportunity: automotive dealers that deliver a strong, holistic customer experience from start to finish will win big. In our e-book, we share new strategies and tools to help build customer loyalty.

Learn how your dealership can evolve your focus on customers in our e-book. You’ll find:

How to create a holistic customer journey Strategies to ease EV growing pains Tools to build long-term loyalty Download this e-book to learn how your dealership can thrive in the face of today’s challenges.
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Tip: Don’t sell F&I products you don’t believe in

Attempting to pitch a dubious finance-and-insurance product will hinder the overall F&I presentation at an auto dealership, a product provider trainer warns.

"When I work with F&I managers, one of the things I say is 'If you don't believe in a product, don't offer it,'" Mike Connelly, director of training and development for Smart AutoCare, told the Ethical F&I Managers Conference on Sept. 20 in Las Vegas. Doing so will destroy the finance manager's credibility for all of the products, not just the offending item, he said.

"Every other part of your presentation will be weaker because you have in your head, 'I've got to offer this product, and I think it's stupid,'" Connelly said. "It poisons it."

The customer will detect an F&I manager's stress and their disinterest and start "poking holes" in the F&I presentation, Connelly said.

Have a good F&I tip to share? Email John Huetter at [email protected] and Paige Hodder at …

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AutoNation joins Pendragon bidding war

AutoNation Inc. has followed two rivals into the bidding war for Pendragon, the large auto retailer in the United Kingdom that just a week ago looked poised to be sold to Lithia Motors Inc.

In a Tuesday regulatory filing, Pendragon said it received an unsolicited proposal from AutoNation to acquire the company for 32 pence, or 39 cents, per share in cash.

AutoNation, also in a regulatory filing on Tuesday, confirmed that it submitted a non-binding preliminary proposal for Pendragon but said there can be no certainty as to whether it will make a binding offer for Pendragon.

AutoNation said it will make a "further announcement if and when appropriate." An AutoNation spokesperson referred Automotive News to the 8-K filing.

Reuters valued the AutoNation offer at $544.2 million.

Pendragon, in the filing, said its board will consider the proposal and "provide an update in due course."

Lithia on Sept. 18 said it planned to buy Pendragon…

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