NADA has total dealership turnover at 46%, a record, with salespeople around 80%. Third consecutive annual increase.
What that does to anything you train
Whatever you teach the floor this quarter, you get to teach a good part of it again next year. Process discipline, appraisal standards, how you want a customer handled on the phone, all of it has a half-life measured against that 80%.
It also means the 2:1 appraisal rule and the service-lane process are not one-time installs. They are things you re-install continuously, at a cost nobody puts in the budget.
Anything that lives in a person’s head leaves when the person does.
The one everybody forgets
The bigger exposure is not the salespeople. It is the one buyer who buys right. That instinct took years to build, it exists in one head, and it only works where he happens to be standing that day. If he leaves, the store does not have a documentation problem, it has a capability problem.
Say it carefully
BDC-specific turnover rates of 52%, 65 to 80% and 68% all get attributed to NADA in this business. NADA publishes 46% overall and roughly 80% for salespeople. If you are quoting it, quote those, or say more than half and stay out of the argument.