We’ve always known customer satisfaction is important for businesses. What we didn’t exactly know, is by how much it can affect sales. So last year, we analysed our data, to find out how customer experience has been driving sales for used car dealerships.
The results of our research have been phenomenal. We found out that promoter scores have a direct correlation with used car stock turnover –improving vehicle sales by several days with a 5% increase in satisfaction rating. Moreover, we’ve identified which parts of the customer journey matter most in improving customer satisfaction.
Our over-arching takeaway from 2018, therefore, is to take a deeper look into your customers’ experiences to grow your business. Here, we have identified 5 items you can optimise to make it an even more powerful 2019 for your car dealership.
Collect and Use Your Database
Before the 25th of May last year, there was a frenzy over the legality of the data Continue reading →
Last time, we talked about what it really means to “breathe” during a sales call. Today we discuss how important it is to connect with the gatekeeper and how to do it. We’re not talking about a telephone connection – although that helps. We’re talking about bonding and building trust with the gatekeeper. But they aren’t the decision maker so why should that matter?
We’ve all taken those unsolicited sales calls that tempted us to slam the phone straight through the receiver. However, the value of the product being sold often isn’t the issue; it’s the way the spiel is conducted. Sales calls success isn’t luck, so what can you do differently to increase your success rate?
While a coffee bean may not be an effective substitute for a headlight, JudgeService research has found that, along with car mats, they serve a much more important role in a dealership than you may think. So much time is invested into the obvious areas of customer service that the finer details are often neglected. But this could be the difference between a glowing dealership review and a mediocre or negative review, and the glowing reviews are what get your next customers through the door. Not only that, but the reasons customers leave positive feedback are what gain their loyalty.
The difference between a customer and a fan is the difference between a single sale and an extension of your business. Unless you understand the difference, you can’t devise the appropriate initiatives to turn customers into advocates.
Written reviews at our granular reporting are essential to improve business. Why not add to the mix with photographs to support their claims? Snap’N’Share is our free app that has been developed especially so that you can instantly share verified, branded photographic evidence of your customer’s satisfaction. Continue reading →