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<br /> 4 JIM ZIEGLER<br /> Dealers seem set to<br /> take on auto makers.<br /> 33 RISKY BUSINESS<br /> Sharing customer info<br /> requires strict limits.<br /> 39 RING UP SALES<br /> How to handle those<br /> incoming phone calls.<br /> A PENTON MEDIA PUBLICATION<br /> April 2012<br /> E-Pros<br /> Sharpen<br /> T heir Game<br /> Lori Hammond of<br /> Conicelli Autoplex.<br /> Our e-Dealer 100<br /> starts on page 18.JIM ZIEGLER<br /> Dealers seem set to<br /> take on auto makers.<br /> RISKY BUSINESS<br /> Sharing customer info<br /> requires strict limits.<br /> RING UP SALES<br /> How to handle those<br /> incoming phone calls.<br /> Lori-Hammond of<br /> Conicelh Autoplex.<br /> Oure-Dealer 100<br /> starts on page 18.<br /> A PENTON MEDIA PUBLICATION<br /> <br /> Increase profitability and selling time while reducing<br /> the overall time spent in F&I. Dea<a title="April 2012 page 1" href="http://viewer.zmags.com/publication/ccbaaf6e?page=1"> 4 JIM ZIEGLER Dealers seem set to </a> <a title="April 2012 page 2" href="http://viewer.zmags.com/publication/ccbaaf6e?page=2"> Increase profitability and selling time while redu</a> <a title="April 2012 page 3" href="http://viewer.zmags.com/publication/ccbaaf6e?page=3"> Volume 45, Number 4 18 Key to online auto s</a> <a title="April 2012 page 4" href="http://viewer.zmags.com/publication/ccbaaf6e?page=4"> EDITOR'S FORUM BY STEVE FINLAY BY STEVE FINLAY We</a> <a title="April 2012 page 5" href="http://viewer.zmags.com/publication/ccbaaf6e?page=5"> STARTING YOUR NEW WEBSITE IS EASY 1&1 M</a> <a title="April 2012 page 6" href="http://viewer.zmags.com/publication/ccbaaf6e?page=6"> THE WAY I SEE IT BY JIM ZIEGLER We welcome reader</a> <a title="April 2012 page 7" href="http://viewer.zmags.com/publication/ccbaaf6e?page=7"> All you need is an internet connection. Choose yo</a> <a title="April 2012 page 8" href="http://viewer.zmags.com/publication/ccbaaf6e?page=8"> NEW TIMES Different Folks Gen Y expected to chang</a> <a title="April 2012 page 9" href="http://viewer.zmags.com/publication/ccbaaf6e?page=9"> Marianne Ballas Dea er Principa Ba as Buick GMC </a> <a title="April 2012 page 10" href="http://viewer.zmags.com/publication/ccbaaf6e?page=10"> WARD'S TOP 500 DEALER PROFILE `I Still Like to Wo</a> <a title="April 2012 page 11" href="http://viewer.zmags.com/publication/ccbaaf6e?page=11"> “Our bottom line has almost doubled since impleme</a> <a title="April 2012 page 12" href="http://viewer.zmags.com/publication/ccbaaf6e?page=12"> WARD'S TOP 500 DEALER PROFILE in-demand new pro</a> <a title="April 2012 page 13" href="http://viewer.zmags.com/publication/ccbaaf6e?page=13"> “IT'S SIMP</a> <a title="April 2012 page 14" href="http://viewer.zmags.com/publication/ccbaaf6e?page=14"> ENVIRONMENT Questions or comments about this colu</a> <a title="April 2012 page 15" href="http://viewer.zmags.com/publication/ccbaaf6e?page=15"> 100 vehicles drive in here every day. </a> <a title="April 2012 page 16" href="http://viewer.zmags.com/publication/ccbaaf6e?page=16"> DRIVERS Psychology of Technology Advanced systems</a> <a title="April 2012 page 17" href="http://viewer.zmags.com/publication/ccbaaf6e?page=17"> “We believe it is an amazing HMI, but we are </a> <a title="April 2012 page 18" href="http://viewer.zmags.com/publication/ccbaaf6e?page=18"> TECHNOLOGY Getting a Grip on It Mercedes-Benz goe</a> <a title="April 2012 page 19" href="http://viewer.zmags.com/publication/ccbaaf6e?page=19"> engine protection that adds up to fuel savings. </a> <a title="April 2012 page 20" href="http://viewer.zmags.com/publication/ccbaaf6e?page=20"> Auto-Retailing Pros Sharpen Their Game WardsAuto </a> <a title="April 2012 page 21" href="http://viewer.zmags.com/publication/ccbaaf6e?page=21"> Edward J. Morse, co-owner of the dealer- ship gro</a> <a title="April 2012 page 22" href="http://viewer.zmags.com/publication/ccbaaf6e?page=22"> “We saw the potential in the 1990s,” says co-o</a> <a title="April 2012 page 23" href="http://viewer.zmags.com/publication/ccbaaf6e?page=23"> Fist Pump It’s the moment you realize your dealer</a> <a title="April 2012 page 24" href="http://viewer.zmags.com/publication/ccbaaf6e?page=24"> Motors in Rockville, MD, for posting vid- eos of </a> <a title="April 2012 page 25" href="http://viewer.zmags.com/publication/ccbaaf6e?page=25"> CARS.COM IS A PROUD SPONSOR OF THE CONGRATULATI</a> <a title="April 2012 page 26" href="http://viewer.zmags.com/publication/ccbaaf6e?page=26"> Dan Boismier, Internet director at the </a> <a title="April 2012 page 27" href="http://viewer.zmags.com/publication/ccbaaf6e?page=27"> Victory Dance It’s the moment you realize your de</a> <a title="April 2012 page 28" href="http://viewer.zmags.com/publication/ccbaaf6e?page=28"> Dealers can use social media to turn customers in</a> <a title="April 2012 page 29" href="http://viewer.zmags.com/publication/ccbaaf6e?page=29"> satisfactory experience.” But the Tonkin gro</a> <a title="April 2012 page 30" href="http://viewer.zmags.com/publication/ccbaaf6e?page=30"> Chart shows percentage of online effectiveness by</a> <a title="April 2012 page 31" href="http://viewer.zmags.com/publication/ccbaaf6e?page=31"> WARDSAUTO: 2012 E-DEALER 100 </a> <a title="April 2012 page 32" href="http://viewer.zmags.com/publication/ccbaaf6e?page=32"> WARDSAUTO: 2012 E-DEALER 100 </a> <a title="April 2012 page 33" href="http://viewer.zmags.com/publication/ccbaaf6e?page=33"> . . . or you're ROADKILL Up to speed on the newes</a> <a title="April 2012 page 34" href="http://viewer.zmags.com/publication/ccbaaf6e?page=34"> PROFITCENTER: DEALER MANAGEMENT Know Thy Service </a> <a title="April 2012 page 35" href="http://viewer.zmags.com/publication/ccbaaf6e?page=35"> Data Sharing Comes With Risk Customer info is a d</a> <a title="April 2012 page 36" href="http://viewer.zmags.com/publication/ccbaaf6e?page=36"> PROFITCENTER: DEALER MANAGEMENT Who's Hot in the </a> <a title="April 2012 page 37" href="http://viewer.zmags.com/publication/ccbaaf6e?page=37"> likely yield the narrowest dea ability divide amo</a> <a title="April 2012 page 38" href="http://viewer.zmags.com/publication/ccbaaf6e?page=38"> PROFITCENTER: DEALER MANAGEMENT Dealer Protection</a> <a title="April 2012 page 39" href="http://viewer.zmags.com/publication/ccbaaf6e?page=39"> PROFITCENTER: INTERNET MARKETING Freer Speech Soc</a> <a title="April 2012 page 40" href="http://viewer.zmags.com/publication/ccbaaf6e?page=40"> PROFITCENTER: REMARKETING Gen Y'ers Energize Deal</a> <a title="April 2012 page 41" href="http://viewer.zmags.com/publication/ccbaaf6e?page=41"> PROFITCENTER: SALES Ring Up More Car Sales Try th</a> <a title="April 2012 page 42" href="http://viewer.zmags.com/publication/ccbaaf6e?page=42"> PROFITCENTER: SALES 10 Ways to Make It Happen Her</a> <a title="April 2012 page 43" href="http://viewer.zmags.com/publication/ccbaaf6e?page=43"> PROFITCENTER: FINANCE & INSURANCE Kick Out the Ki</a> <a title="April 2012 page 44" href="http://viewer.zmags.com/publication/ccbaaf6e?page=44"> PROFITCENTER: FINANCE & INSURANCE Some Fret Over </a> <a title="April 2012 page 45" href="http://viewer.zmags.com/publication/ccbaaf6e?page=45"> people in the right vehicles.” Multi-franchise </a> <a title="April 2012 page 46" href="http://viewer.zmags.com/publication/ccbaaf6e?page=46"> PROFITCENTER: FINANCE & INSURANCE Subprime Too Bi</a> <a title="April 2012 page 47" href="http://viewer.zmags.com/publication/ccbaaf6e?page=47"> PROFITCENTER: FIXED OPERATIONS Study: Dealers Fac</a> <a title="April 2012 page 48" href="http://viewer.zmags.com/publication/ccbaaf6e?page=48"> PROFITCENTER: FIXED OPERATIONS says. “The af</a> <a title="April 2012 page 49" href="http://viewer.zmags.com/publication/ccbaaf6e?page=49"> base each year as warranties expire,” Graham</a> <a title="April 2012 page 50" href="http://viewer.zmags.com/publication/ccbaaf6e?page=50"> END GAME BY JOHN McELROY Who Really Invented Beet</a> <a title="April 2012 page 51" href="http://viewer.zmags.com/publication/ccbaaf6e?page=51"> Aftermarket Service 9 Õ Chai</a> <a title="April 2012 page 52" href="http://viewer.zmags.com/publication/ccbaaf6e?page=52"> Being fast, efficient and reliable isn't just for</a>