Customer Experience & Success Stories with Duke Brubaker | Sensei Playbook Podcast [Video]

Welcome to the Sensei Playbook, the ultimate podcast for the automotive industry. This episode features a special guest, Duke Brubaker from Champion Ford in Owensboro, Kentucky, sharing insights into his career in automotive sales and marketing. Duke discusses his early challenges in car sales, his father’s baseball career and transition into the business, and Champion Ford’s focus on customer experience. Listen in as Duke and the hosts delve into the importance of dealership reviews, managing inventory, the sales process, and adapting to changing customer behaviors. Duke also shares personal anecdotes and the dealership’s unique approaches to sales and service. This episode is packed with valuable insights for automotive sales professionals.

TIMESTAMPS
00:00 Introduction to the Sensei Playbook
00:26 Meet Duke Brubaker: From College to Car Sales
01:56 Duke’s Family Legacy in Baseball and Car Sales
03:23 The Athlete’s Transition to the Automotive Industry
05:19 The Infamous DealerRater Incident
08:38 Duke’s Approach to Customer Reviews
14:53 Evolving Customer Behavior and Dealership Strategies
27:28 Challenges and Insights in Selling Electric Vehicles
30:01 Planning the Perfect Test Drive
30:45 Qualities of a Great Salesperson
31:01 Hiring from the Service Industry
32:04 Challenges with Younger Salespeople
33:04 The Importance of Reviews
35:06 Tracking Customer Feedback
36:30 Current Market Challenges
37:49 The Future of Car Sales
40:23 Issues with Online Reviews
43:32 Advertising on Social Media
46:27 Data Privacy Concerns
50:01 Final Thoughts and Personal Reflections
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