Panos Kotselas, Senior Director of Payment Operations at myKaarma, joins Inside Automotive to explain how dealerships can manage credit card surcharge compliance across state lines and payment channels. In the first installment of a three-part series, Kotselas discusses how varying state laws and card network requirements affect dealer groups, why employee training matters and how clear payment processes can protect the customer experience.

• Why surcharge rules become more complex as dealer groups expand across multiple states
• The differences between credit and debit card surcharge requirements
• How myKaarma’s rules engine helps dealerships maintain compliance across online and in-person payments
• How remote and on-site training prepare employees to explain surcharges and address customer questions
• Why transparency helps prevent payment surprises and improve customer confidence
• How alternative payment options, including buy now, pay later, can support customers with different payment needs

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Andrew LaCivita, founder of milewalk Academy and author of Signal Strength, joins Inside Automotive to discuss how dealership leaders can communicate more clearly, build trust with their teams and keep employees aligned around shared goals. LaCivita explains how a few practical communication habits can help dealers deliver clearer updates, explain difficult decisions and create an environment where employees feel comfortable speaking honestly.

• How to prepare mentally before important conversations and consider the listener’s perspective
• How the CAR technique, context, action and result, helps teams deliver concise status updates
• How “what, so what, now what” clarifies decisions, their importance and the next steps
• Why explaining the reasoning behind difficult decisions builds understanding and trust
• How consistent leadership encourages employees to share concerns and honest feedback
• Why clear expectations, structured meetings and effective training help teams stay aligned

Inside Automotive with Jim Fitzpatrick is powered by CBT News, your go-to source for the latest news, trends, and insights in retail automotive. Subscribe for more interviews with top industry leaders, dealership innovators, and experts shaping the future of automotive.

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Dejuan Ross, Group Vice President and General Manager of the Lexus Division at Toyota Motor North America, joins Inside Automotive to discuss Lexus’ growth priorities for 2027. Following a record-breaking 2025, Ross outlines the brand’s sales outlook, inventory strategy, electrification plans and efforts to help dealers protect profitability while navigating affordability challenges.

• Lexus’ projected sales growth from 2026 into 2027
• How a multipath powertrain strategy balances hybrids, plug-in hybrids and EVs
• Why disciplined inventory levels help dealers manage costs and profitability
• How Lexus is addressing affordability and higher lease payments
• Opportunities in fixed operations and certified pre-owned vehicles
• Why dealer confidence and investment are central to Lexus’ growth plans

Inside Automotive with Jim Fitzpatrick is powered by CBT News, your go-to source for the latest news, trends, and insights in retail automotive. Subscribe for more interviews with top industry leaders, dealership innovators, and experts shaping the future of automotive.

For more content, visit CBTNews.com and follow us on your favorite podcast platform.