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Sales and Service

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July 09, 2007

The Hazards of Forecasting Auto Sales

Forecasting new-vehicle sales in the U.S. automotive market is notoriously difficult, as all of us automotive economists know all too well. Monthly levels fluctuate widely and even the underlying trend rate of growth seems to accelerate and slow down over the years with unpredictable regularity. Add in some potentially severe shocks, ranging from skyrocketing gasoline prices to housing slumps, and the challenge is daunting under the best of circumstances.

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June 22, 2007

Customer Service Basics: The Dealership

Since I began working at J.D. Power and Associates, I've become more observant of how consumers (including myself) are treated when buying products and services. Recently, I patronized a local BMW dealership, and the experience and service staff interaction provided some good and bad examples of customer service.

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