How non-commissioned sales thrives in the hub and spoke model | Easterns Auto Group

In this episode of Three Key Insights Sanjiv Yajnik sits down with the father-son leadership team, Robert and Joel Bassam of Easterns Automotive Group, to unpack their revolutionary hub and spoke operational model. Together, they explore how moving away from traditional commission-based salespeople, leveraging customer advisors, and centralizing operations within a massive 160,000-square-foot facility transformed car buying into a seamless experience. By treating transaction speed as a simple math problem, Easterns Automotive Group achieves 30-minute express deals and customer Net Promoter Scores hovering in the 80s. The conversation highlights the critical balance between digital car shopping and physical delivery centers across the DC, Maryland, and Virginia markets. Robert and Joel Bassam reveal why understanding dealership complexity, cultivating relentless operational curiosity, and cross-training staff on every step of the process are essential to building a thriving, customer-obsessed automotive enterprise built for long-term industry success.

Hosted by the President of Capital One Financial, Sanjiv Yajnik, Three Key Insights convenes elite dealers and industry innovators to decode the shifts shaping the future. Learn more at https://www.capitalone.com/cars/about/leadership

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