Most dealership marketing and sales efforts are geared toward getting the potential customer onto the lot, through the front door, and in front of a salesperson. The salesperson makes a compelling case for buying the vehicle, the customer signs the papers, and drives off in their new purchase. Then what?
For many years, the relationship between customer and automotive salesperson could be adversarial. Some car car shoppers believed that salespeople were out to trick them, upsell them on things they didn’t need, or pressure them to make a decision faster than they wanted. Many shoppers still think they’re in for
Remember your last trip to Circuit City? You know, the store where service is state of the art? If that slogan means nothing to you, you’re either under 30, or you’ve forgotten about the erstwhile electronics store—and who could blame you? Most large electronics stores have become obsolete in the
The car-buying experience has vastly improved in recent years as dealers have increasingly prioritized customer service. Yet, surprisingly, automotive dealerships are facing a reputation crisis: Consumers don’t trust them. According to V12 Data, 99% of auto shoppers expect a hassle when buying a vehicle. Misalignment between expectations and reality, as
A franchised car dealership’s service operation is like a factory whose products are labor and part sales. Service managers are charged with maximizing the output and the ROI for both products. Discounting services may keep techs busy, but it does little to hold the effective labor rate (ELR). Service operations
It’s been predicted in countless sci-fi books and movies and by talk show pundits that the doom of humanity will be at the hand of its own creation: artificial intelligence (AI). If we are to believe them, robots are coming to wage war, take our jobs, and render people obsolete.
For most consumers, buying a car is a long, complex process that involves a significant amount of research into different brands, models, and features, leading to a purchase driven by both emotion and logic. Given the time and financial investment that goes into this, consumers want auto dealerships to deliver
Are you struggling with customer retention? Maybe looking for a way to improve customer loyalty? Establishing a good relationship with customers can be difficult, especially for car dealers, when generalizations and stereotypes tell customers to be leery of anything you say. Here are 10 ways you can reverse these stereotypes
I was born in 1992, and received my first email address at the age of six. I am what is referred to as a millennial. Nowadays, that term often connotes laziness, an obsession with technology and social media, and a short attention span. This piece is not intended to defend