{"version":"1.0.0","episode":{"title":"Seale on Geo Marketing, Pugesek on Coaching, Knight on Fleet Service | Daily Dealer Live","url":"http://getcarcurious.com/episodes/seale-on-geo-marketing-pugesek-on-coaching-knight-on-fleet-service-daily-dealer-live","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR8320059540.mp3","description":"This episode is brought to you by:\n\n\n\nStream Companies – How much revenue is slipping through the cracks at your dealership? Stream Companies’ Missed Opportunities Report analyzes your strategy and highlights where you can drive more sales, faster. Request your free report today at https://www.streamcompanies.com/MissedOpportunitiesReport/\n\n\n\nCheck out Car Dealership Guy’s stuff:\n\n\n\nCDG Circles ➤ ⁠https://cdgcircles.com/⁠\n\nCDG News ➤ ⁠https://news.dealershipguy.com/⁠\n\nCDG Jobs ➤ ⁠https://jobs.dealershipguy.com/⁠\n\nCDG Recruiting ➤ ⁠https://www.cdgrecruiting.com/⁠\n\n\n\nMy Socials:\n\n\n\nX ➤ ⁠https://www.twitter.com/GuyDealership⁠\n\nInstagram ➤ ⁠https://www.instagram.com/cardealershipguy/⁠\n\nTikTok ➤ ⁠https://www.tiktok.com/@guydealership⁠\n\nLinkedIn ➤⁠ https://www.linkedin.com/company/cardealershipguy/⁠\n\nThreads ➤ ⁠https://www.threads.net/@cardealershipguy⁠\n\nFacebook ➤⁠ https://www.facebook.com/profile.php?id=100077402857683⁠"},"annotations":[{"startTime":48.9,"endTime":53.2,"type":"brand","title":"Kia","url":"/glossary/kia","quote":"We've got James Seal who's building a luxury level experience inside a Kia store and just came off a record breaking month.","canonicalId":"brand:kia","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Kia is a South Korean automotive manufacturer known for producing affordable and reliable vehicles. Mentioning Kia in the context of building a luxury-level experience highlights efforts to elevate the brand's customer service and dealership experience beyond its traditional market position.","simplifiedExplanation":"Kia is a car company from South Korea that makes cars people can afford. Talking about making a luxury experience at a Kia store means they are trying to make buying a Kia feel more fancy and special."}},{"startTime":55.8,"endTime":66.4,"type":"term","title":"CRM","url":"/glossary/crm","quote":"Maggie Pugasek is breaking down why most dealers are sitting on one to two misdeals per week inside their CRM and how AI might actually be hurting you. Plus there's some lies inside your CRM as well.","canonicalId":"term:crm","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"CRM stands for Customer Relationship Management, a software system used by dealerships to manage customer interactions, leads, and sales processes. It helps track potential buyers and follow up on leads to improve sales efficiency.","simplifiedExplanation":"CRM is a computer program that helps car dealers keep track of people interested in buying cars. It helps them remember who to call and what to say to sell more cars."}},{"startTime":60.7,"endTime":66.4,"type":"term","title":"AI","quote":"Maggie Pugasek is breaking down why most dealers are sitting on one to two misdeals per week inside their CRM and how AI might actually be hurting you.","canonicalId":"term:ai","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"AI, or Artificial Intelligence, refers to computer systems designed to perform tasks that normally require human intelligence. In dealerships, AI can be used to analyze data and automate processes but may sometimes lead to unintended consequences if not managed properly.","simplifiedExplanation":"AI means smart computers that can help people do jobs faster. In car stores, it can help with things like talking to customers or sorting information, but it can also cause problems if it makes mistakes."}},{"startTime":70.3,"endTime":79.4,"type":"concept","title":"fleet","url":"/glossary/fleet","quote":"And then Ryan Knight is showing how top operators are turning fixed ops and fleet into real profit engines. Just not, not just a side business.","canonicalId":"concept:fleet","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Fleet refers to a group of vehicles owned or leased by a business or organization for commercial use. Dealerships often sell and service fleet vehicles, which can be a steady source of revenue.","simplifiedExplanation":"Fleet means a bunch of cars that a company owns to use for work. Car stores sell and take care of these cars, which helps them make money."}},{"startTime":70.3,"endTime":79.4,"type":"concept","title":"fixed ops","url":"/glossary/fixed-ops","quote":"And then Ryan Knight is showing how top operators are turning fixed ops and fleet into real profit engines. Just not, not just a side business.","canonicalId":"concept:fixed-ops","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Fixed ops refers to the fixed operations department of a dealership, which includes service, parts, and maintenance. It is a significant profit center beyond just selling cars, focusing on after-sales customer care and vehicle upkeep.","simplifiedExplanation":"Fixed ops is the part of a car store that takes care of fixing and maintaining cars after people buy them. This part can make a lot of money for the store by helping customers keep their cars running well."}},{"startTime":90.5,"endTime":106.2,"type":"term","title":"FTC warning letter","url":"/glossary/ftc-warning-letter","quote":"Today we've got a follow up on the FTC warning letter story from Friday. CDG News spoke with one dealer group that received a letter multiple stores across multiple states and their reaction was pretty telling. They were surprised they got one given that they spend over a million bucks a year on compliance and yet they got flagged.","canonicalId":"term:ftc-warning-letter","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"An FTC warning letter is a formal notice from the Federal Trade Commission to a business about potential violations of consumer protection laws. Receiving such a letter can indicate compliance issues that dealerships need to address.","simplifiedExplanation":"An FTC warning letter is a message from a government group that watches out for customers. It tells a car store they might be breaking rules and need to fix things."}},{"startTime":139.6,"endTime":144.5,"type":"term","title":"auto tariffs","url":"/glossary/auto-tariffs","quote":"Next up on the tariff front amounts tied to auto tariffs have now cost automakers $35 billion in counting.","canonicalId":"term:auto-tariffs","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Auto tariffs are taxes imposed on imported vehicles or automotive parts, which increase the cost for automakers and can lead to higher prices for consumers. These tariffs impact the entire automotive supply chain and can affect pricing, production, and sales.","simplifiedExplanation":"Auto tariffs are extra taxes on cars or car parts brought into a country. This makes cars more expensive to make and buy."}},{"startTime":152.4,"endTime":157.0,"type":"brand","title":"Toyota","url":"/glossary/toyota","quote":"Toyota has taken the biggest single hit projected at over $9 billion for its current fiscal year alone.","canonicalId":"brand:toyota","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Toyota is a major Japanese automotive manufacturer known worldwide for producing reliable and fuel-efficient vehicles. It is one of the largest automakers globally and has been significantly impacted by auto tariffs.","simplifiedExplanation":"Toyota is a big car company from Japan that makes many popular and dependable cars."}},{"startTime":159.1,"endTime":163.8,"type":"concept","title":"Detroit three","url":"/glossary/detroit-three","quote":"The Detroit three collectively absorbed six and a half billion in tariff costs in 2025 and nearly every major automaker reported over a billion dollars in impact.","canonicalId":"concept:detroit-three","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Detroit three refers to the three major American automakers: General Motors, Ford, and Stellantis (formerly Chrysler). These companies have historically dominated the U.S. auto industry.","simplifiedExplanation":"The Detroit three are the three big American car companies: GM, Ford, and Chrysler."}},{"startTime":186.2,"endTime":192.7,"type":"concept","title":"incentive structures","url":"/glossary/incentive-structures","quote":"meaning it eventually shows up in sticker prices and incentive structures on the lot.","canonicalId":"concept:incentive-structures","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Incentive structures are programs or discounts offered by automakers or dealers to encourage car sales, such as cash rebates, low-interest financing, or lease deals.","simplifiedExplanation":"Incentive structures are special deals or discounts that car companies or dealers give to help sell cars."}},{"startTime":186.2,"endTime":192.7,"type":"term","title":"sticker prices","url":"/glossary/sticker-prices","quote":"meaning it eventually shows up in sticker prices and incentive structures on the lot.","canonicalId":"term:sticker-prices","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Sticker price is the manufacturer's suggested retail price (MSRP) displayed on a new car's window sticker. It represents the base price before dealer fees, taxes, or incentives.","simplifiedExplanation":"Sticker price is the price you see on a new car's window before any discounts or extra fees."}},{"startTime":192.7,"endTime":198.8,"type":"concept","title":"Alliance for Automotive Innovation","url":"/glossary/alliance-for-automotive-innovation","quote":"Next up moving on this week five major auto industry groups including NADA and the Alliance for Automotive Innovation they sent a letter to President Trump","canonicalId":"concept:alliance-for-automotive-innovation","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Alliance for Automotive Innovation is an industry group representing automakers and suppliers in the U.S., focusing on innovation, regulation, and policy advocacy.","simplifiedExplanation":"The Alliance for Automotive Innovation is a group of car companies working together to promote new technology and good rules."}},{"startTime":192.7,"endTime":198.8,"type":"concept","title":"NADA","url":"/glossary/nada","quote":"Next up moving on this week five major auto industry groups including NADA and the Alliance for Automotive Innovation they sent a letter to President Trump","canonicalId":"concept:nada","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"NADA stands for the National Automobile Dealers Association, a trade organization representing car dealerships in the United States. It advocates for dealer interests and provides industry data and resources.","simplifiedExplanation":"NADA is a group that helps car dealers in the U.S. by giving them support and information."}},{"startTime":698.2,"endTime":705.7,"type":"term","title":"service bay","url":"/glossary/service-bay","quote":"And it's a product that the customer would drive over when they entered our service bay. And when we put it in, we realized this is a very rough intro to our service department.","canonicalId":"term:service-bay","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A service bay is a designated area in an automotive dealership or repair shop where vehicles are brought in for maintenance or repairs.","simplifiedExplanation":"A service bay is a special spot in a car shop where cars get fixed or checked."}},{"startTime":733.4,"endTime":738.9,"type":"concept","title":"luxury dealership experience","url":"/glossary/luxury-dealership-experience","quote":"So you said it's not easy to create that luxury experience in any dealership. What was the hardest thing as you've sought to create this experience for your consumers to execute on that maybe surprised you as you went down the road executing on it?","canonicalId":"concept:luxury-dealership-experience","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A luxury dealership experience involves creating an upscale and comfortable environment for customers, including attention to details like ambiance, customer interaction, and service quality.","simplifiedExplanation":"A luxury dealership experience means making the car buying or servicing place feel fancy and special for customers."}},{"startTime":771.7,"endTime":776.7,"type":"concept","title":"five star level service","url":"/glossary/five-star-level-service","quote":"If we're not doing that with every customer every time, then we're not giving five star level service.","canonicalId":"concept:five-star-level-service","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Five star level service refers to providing exceptional customer service that exceeds expectations, often associated with luxury brands and dealerships.","simplifiedExplanation":"Five star service means giving customers really great help and care, better than usual."}},{"startTime":1004.2,"endTime":1034.3,"type":"term","title":"internet closing ratio","url":"/glossary/internet-closing-ratio","quote":"Our internet closing ratio. The two things that we were pouring prior to us taking over was used cars and also internet closing ratio. So both of those areas, we were now one to one new to use, which is good for Kia store. And then we're so we hit 11% last month in close ratio. We were at 4 or 5% close ratio. Wow. So you've doubled it. We've doubled it.","canonicalId":"term:internet-closing-ratio","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Internet closing ratio is the percentage of online leads or inquiries that a dealership successfully converts into actual sales. Improving this ratio means better effectiveness in turning online interest into customers.","simplifiedExplanation":"Internet closing ratio shows how many people who ask about cars online end up buying one. A higher ratio means the dealership is better at selling cars from online questions."}},{"startTime":1392.9,"endTime":1396.0,"type":"term","title":"EV","url":"/glossary/ev","quote":"EV segment of auctions now on uptick in values. I now see dealers who normally don't look at used EV models now buying them up too.","canonicalId":"term:ev","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"EV stands for Electric Vehicle, which is a type of vehicle powered entirely or partially by electric motors using energy stored in batteries. EVs are becoming more popular due to environmental concerns and advances in battery technology.","simplifiedExplanation":"An EV is a car that runs on electricity instead of gas. It uses batteries to power the motor, which helps reduce pollution and fuel costs."}},{"startTime":1570.0,"endTime":1578.4,"type":"term","title":"lead response time","url":"/glossary/lead-response-time","quote":"How critical is that lead response time in winning the customer over in automotive March 2026? It is the single most important thing that you can do.","canonicalId":"term:lead-response-time","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Lead response time refers to the amount of time it takes for a dealership to respond to a potential customer's inquiry or lead. Faster response times greatly increase the chances of making contact and ultimately selling a vehicle.","simplifiedExplanation":"Lead response time is how quickly a car dealer gets back to someone interested in buying a car. The faster they reply, the better chance they have to make a sale."}},{"startTime":1714.0,"endTime":1717.0,"type":"term","title":"mystery shop","url":"/glossary/mystery-shop","quote":"And when we do a mystery shop, you know, we pose as a local customer, a real customer, we use real working phone numbers, we'll put in a lead and we'll watch it and then we'll go back through their CRM","canonicalId":"term:mystery-shop","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Mystery shopping is a method used by dealerships and companies to evaluate customer service by posing as a regular customer. This helps identify gaps in service quality and employee performance.","simplifiedExplanation":"Mystery shopping is when someone pretends to be a customer to see how well the dealership treats people. It helps find out if the staff is doing a good job or not."}},{"startTime":2274.2,"endTime":2296.6,"type":"term","title":"objections","url":"/glossary/objections","quote":"Because there are some cases where we also see it not know how to handle objections. For example, one of my mystery shoppers, Gina, she likes to tell it that she's shopping around and she's like, I am shopping your competition and I don't know where I want to buy it.","canonicalId":"term:objections","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"In sales, 'objections' are concerns or reasons a potential customer gives for hesitating to buy. Handling objections well is important to convince customers to make a purchase.","simplifiedExplanation":"Objections are when someone says why they might not want to buy a car. Good salespeople answer these reasons to help people feel better about buying."}},{"startTime":2296.6,"endTime":2301.9,"type":"term","title":"value statement","url":"/glossary/value-statement","quote":"Instead of saying, you know what, let me tell you why you want to buy from us and going into a value statement. So you need to teach it those things too.","canonicalId":"term:value-statement","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A value statement in sales is a clear explanation of why a customer should buy from a particular dealer or brand, highlighting benefits and advantages.","simplifiedExplanation":"A value statement is when a salesperson tells you why buying from them is a good idea, like what makes them special or better."}},{"startTime":2305.3,"endTime":2317.4,"type":"term","title":"follow up","url":"/glossary/follow-up","quote":"So one thing that we see consistently and it's an industry stat is that dealers don't follow up enough. Like they don't stay on a lead long enough. They market dead way too early.","canonicalId":"term:follow-up","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Follow up in car sales means contacting potential customers repeatedly after the initial contact to maintain interest and encourage a purchase. Consistent follow-up increases the chances of closing a sale.","simplifiedExplanation":"Following up means calling or messaging someone who might want to buy a car to remind them and answer their questions. Doing this often helps sell more cars."}},{"startTime":2768.28,"endTime":2773.5,"type":"concept","title":"upfit","url":"/glossary/upfit","quote":"And so we created the upfit company to be able to serve the fleet customers. We don't serve really anyone other than the fleet customers that we sell vehicles to...","canonicalId":"concept:upfit","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Upfitting refers to the process of modifying or customizing vehicles, especially commercial or fleet vehicles, with specialized equipment or bodies to suit specific tasks or industries.","simplifiedExplanation":"Upfitting means changing a vehicle by adding special parts or equipment so it can do certain jobs better, like adding racks or toolboxes."}},{"startTime":2786.5,"endTime":2790.0,"type":"car","title":"Ford F-250","url":"/cars/ford/f-250","image":"https://upload.wikimedia.org/wikipedia/commons/4/45/%2717_Ford_F-250_Super_Duty_Double_Cab.jpg","quote":"We do a lot of service bodies, a lot of flatbeds so a lot of HVAC, you know, transits F 250s F 150s you know this is oil and gas country...","canonicalId":"car:ford:f-250","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Ford F-250 is a heavy-duty pickup truck commonly used in commercial and fleet applications for towing, hauling, and upfitting with service bodies or flatbeds.","simplifiedExplanation":"The Ford F-250 is a big truck that can carry heavy loads and is often used by businesses for work purposes.","imageAttribution":"Bull-Doser (Public domain)"}},{"startTime":2786.5,"endTime":2799.1,"type":"concept","title":"flatbeds","url":"/glossary/flatbeds","quote":"We do a lot of service bodies, a lot of flatbeds so a lot of HVAC, you know, transits F 250s F 150s you know this is oil and gas country and Tulsa Western Oklahoma West Texas. So we do a lot of, you know, do a lot of things like that with the service bodies flatbed shelving things like that.","canonicalId":"concept:flatbeds","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Flatbeds are truck beds with a flat, open surface without sides or a roof, used to carry large or irregularly shaped cargo that doesn't fit in enclosed spaces.","simplifiedExplanation":"Flatbeds are truck beds that are flat and open, so you can carry big or odd-shaped things that wouldn't fit inside a normal truck bed."}},{"startTime":2786.5,"endTime":2799.1,"type":"concept","title":"service bodies","url":"/glossary/service-bodies","quote":"We do a lot of service bodies, a lot of flatbeds so a lot of HVAC, you know, transits F 250s F 150s you know this is oil and gas country and Tulsa Western Oklahoma West Texas. So we do a lot of, you know, do a lot of things like that with the service bodies flatbed shelving things like that.","canonicalId":"concept:service-bodies","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Service bodies are specialized truck bodies designed to carry tools, equipment, and supplies for service professionals like HVAC technicians or utility workers.","simplifiedExplanation":"Service bodies are special parts added to trucks that help workers carry their tools and equipment for jobs like fixing heating or electrical systems."}},{"startTime":2786.5,"endTime":2790.0,"type":"car","title":"Ford F-150","url":"/cars/ford/f-150","image":"https://upload.wikimedia.org/wikipedia/commons/5/56/2022_Ford_F-150_Lightning_Rear.jpg","quote":"We do a lot of service bodies, a lot of flatbeds so a lot of HVAC, you know, transits F 250s F 150s you know this is oil and gas country...","canonicalId":"car:ford:f-150","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Ford F-150 is a full-size pickup truck popular for both personal and commercial use, often upfitted with service bodies or flatbeds for various industries.","simplifiedExplanation":"The Ford F-150 is a common pickup truck that many people and businesses use for carrying stuff and doing work.","imageAttribution":"UltraTech66 (CC BY-SA 4.0)"}},{"startTime":2786.5,"endTime":2790.0,"type":"car","title":"Ford Transit","url":"/cars/ford/transit-connect","image":"https://upload.wikimedia.org/wikipedia/commons/d/d0/2010-2013_Ford_Transit_Connect.jpg","quote":"We do a lot of service bodies, a lot of flatbeds so a lot of HVAC, you know, transits F 250s F 150s you know this is oil and gas country...","canonicalId":"car:ford:transit-connect","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Ford Transit is a popular full-size van used widely for commercial purposes, including cargo transport and upfitting with service bodies or other specialized equipment.","simplifiedExplanation":"The Ford Transit is a big van that businesses use to carry tools or goods, and it can be changed to fit different jobs.","imageAttribution":"Oleg Yunakov (CC BY-SA 4.0)"}},{"startTime":2916.4,"endTime":2928.0,"type":"term","title":"video inspection","url":"/glossary/video-inspection","quote":"You've got to be competitive, you know, but I think we do a video inspection on every car that's a calling card for us. You know, so making sure you're maximizing every vehicle when it comes into the service department.","canonicalId":"term:video-inspection","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Video inspection is a service technique where technicians record videos of vehicle issues to show customers, improving transparency and trust.","simplifiedExplanation":"Video inspection means the mechanic makes a video showing what's wrong with your car so you can see it yourself and trust the repair."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/seale-on-geo-marketing-pugesek-on-coaching-knight-on-fleet-service-daily-dealer-live/transcript.vtt","type":"text/vtt"}]}