1. Market and Customer Orientation 

  • Customer Share vs. Market Share 
  • Customer Needs vs. Customer Wants 
  • Customer Profiles 
  • Key Account Marketing 
  • Target and Segmented Marketing 
  • Field Marketers or Retail Sales Consultants vs. Order Takers

2. Ability to Change 

  • Necessary Changes 
  • Focus on Profitability rather than Market Share  
  • Focus on Positive Cash Flow rather than Paper Profits 
  • Focus on Return on Assets; or Return on Equipment Gross Margin 
  • Replace Order Takers with Field Marketers  
  • Focus on Turnover versus Gross Margin

3. Strategic Focus 

  • Formulate a Hierarchy of Objectives 
  • Solicit Employee Input 
  • Tie Employee Evaluations and Incentives to Objective Attainment

4. Values & Standards 

  • Expect the Best 
  • Demand the Best
  • Don’t Apologize for Standards

5. Rituals & Ceremonies 

  • Supports Values 
  • Establish Recognition Programs 
  • Top Salesperson & Highest Margin Salesperson 
  • Top “Conquest” Salesperson

6. Concern for People 

  • Genuine Concern for Employees 
  • Customers Treated Like Kings and Queens 
  • Participatory or Collaborative Management Philosophy

7. Rewards & Punishments 

  • Rewards Proportionate to Performance 
  • Rewards Tied to Attainment of Objectives 
  • Reprimands Should Be Immediate 
  • “One-Minute Manager”

8. Open Communications 

  • Encourage Employees to Vocalize Concerns 
  • Initiate a Suggestion Box 
  • Facilitate Weekly, Monthly and Quarterly Meetings 
  • Understand and Appreciate Various Communication Styles

9. Conflict Resolution 

  • Constructive Conflict is Positive 
  • “Us Against the Problem” rather than “Me vs. You”

10. Esprit De Corps 

  • Pride and Excitement 
  • Dealership Social Functions

11. Commitment 

  • Commonality of Purpose 
  • Mission/Vision 
  • Stretch Objectives

12. Teamwork 

  • Characteristics of an Effective Team 
  • There is a Clear Purpose  
  • The Climate is Relaxed and Informal 
  • Everyone is Encouraged to Participate  
  • Effective Listening Techniques are Utilized  
  • Constructive Conflict is Encouraged 
  • Decisions are Based on Input 
  • Communications are Open and Two-Way  
  • Roles are Clear and Unambiguous  
  • Team Members are Diverse

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