KEN EBY

• My first involvement with Subaru began in 1980 at my prior employer. I came to Carr in 1990. I established the very first Internet Sales Department of any retailer in Subaru's history in 1999. We had somewhat of a website with pictures of used cars and scheduling service appointments. Many AOL users back then. I reached out to orphan owners and talked with service drive customers. In 2001 and 2002 I was the number one sales person in the nation with 417 and 428 sales respectively. I started adding additional Internet managers and eventually oversaw the Internet department at all of our franchises. Most recently I have focused my skills on training our sales staff and service writers how to effectively communicate with customers. I have an extensive clientele and very loyal following. My current sales volume is about 10-12 cars per month. I also handle our inventory, which includes pipeline, and all in transit sold cars. I have performed the PDI on many Subaru's over the years and to this day work with the PDI department in getting cars unwrapped, fuses changed and fueled.
• My NPS is currently at 97.5 year to date. Sales process, Sales consultant, Vehicle delivery and Survey quality index are all in the 975 to 987 range.
• I wrote an extensive training manual a few years ago apply named Greet Em, Meet Em, Seat Em and Repeat Em. It's a ground zero approach to customers in establishing exactly what they want to accomplish during their visit. "I'm just looking" is my most favorite customer response.
• I believe the more you extract from the customer and show genuine interest your odds dramatically increase.

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

Started as part time sales person while attending Law school.

Was offered a Finance position and moved up from there.

I became Sales Manager and GSM of our Subaru store in 1980.

General Manger of our Acura franchise in 1986.

The patriarch who established his dealership in the 40's passed away and a second generation took over. It became challenging for most of us. There was a mass exit of managers in the late 80's and early 90's.