Vehicles

Like anthropologists in the field, Tom Mohr and his small staff spent 18 months at a California dealership studying the ways of Internet sales staffers, examining what they did and how they did it. We had a small conference room at Toyota of Sunnyvale and wanted to at the dealership to see what was going on, he says. Adam Simms, the dealer principal and a friend, was interested in improving lead-response

bySteve Finlay