Great Customer Experience Is More Than a Free Bottle of Water
You might be one of those dealerships with a fridge full of water bottles, but providing a great customer experience to your customers shouldn’t end there. Here are some simple ways you can provide your customers with an experience that makes the perceived hassle of buying or servicing a car at your dealership less of a headache.
Marchex Automotive Study Reveals the Cost of Saying ‘No’ to Customers Over the Phone
If a store representative said a part was “out of stock” or that a store location had “no appointments,” customers typically reacted negatively.
A Different Way to Sell on the Service Drive
How do we lose so many customers between the sale of the car and their return to service to have it maintained? It is a well-excepted notion that customer retention involves all departments, but the service drive seems to be Ground Zero in making customers loyal.
Podcast: Fixed Ops and the Consumer
Don Shaffer of Motorcars Toyota speaks with us about fixed operations, its role in the overall dealership operation and ways to better serve customers.
The No. 1 Reason Why Dealerships Fail to Maximize F&I Profits
After spending an hour negotiating with your sales staff and 45 minutes getting their trade-in valued, it’s no wonder buyers are tired and defensive. But, what’s next?
How’s Your Reputation in Your Community?
Somebody recently told me that they would never buy a car from a particular dealership because of a bad experience they had there. Whether the personal boycott was warranted or not doesn’t really matter as perception can quickly damage reality.
The Appraisal Lane Expands to the Midwest
Executives of The Appraisal Lane say they are taking a very methodical and selective approach when it comes to expanding the company’s reach, an approach they say is critical to the success of their community.
Earn More Trust During Your Sales Process
According to a NADA survey, nearly 70 percent of automotive dealers believe they have earned a “high level” of trust with their customers. However, according to a Gallup Poll published on Auto Dealer Today, only 9 percent of car buyers said they can trust their dealership.
Welcome to the Big Show: Once the Appointment Shows, Then What?
OK, I get it. I need more leads. I also get that I need to set a high percentage of appointments. Oh, yeah, I need to confirm those appointments so they’ll show up. While I’m stating the painfully obvious, I might add that a pound of flour makes a pretty big biscuit. Enough already. Now
A Dealer’s Approach to Retention
By being the dealership the customer has had constant contact with and has depended on, we build valuable relationships and customers for life.
Phone Calls Can Be Goldmines
If silence is golden, then conversation is platinum, and it pays to listen to what shoppers and customers tell you, even down to the specific words they use.
Is Selling to Women Really Different?
There is no denying that women want — and expect — a higher level of attentiveness, reassurance and professionalism, but remember: If you deliver a great experience, women are three times more likely to fill out your survey and we will tell all of our friends.
