Friday, October 15, 2021
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service

Dealing with objections for service repairs

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There’s no questioning how busy service advisors are, day in and day out. As the frontline workers in after-sales service, it falls on them primarily to keep customers satisfied while ensuring their vehicles receive the best care. They must balance the customer’s needs with the need to make sales for the store and their paycheck, […]
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shoppers

Shoppers willing to drive further for the right car, according...

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The average distance a car shopper is willing to drive to buy the right car has increased by nearly 20 miles. Ahead of the first holiday vehicle sales period of 2021, Edmunds discovered that car shoppers whose purchase is imminent are ready to drive up to 65 miles, on average, to procure the right make and model with […]
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digital retailing

How dealerships and OEMs reimagine the sales process with digital...

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The traditional dealership sales model has endured for decades, but the past year has forced the auto retail industry to adapt. While digital retailing existed prior to the pandemic, it’s no surprise that it’s been accelerated as a result. As with other economic and industry challenges in history, dealers and OEMs are rising to the […]
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fixed ops

Five types of customer data that you should take from...

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According to Cox Automotive, 49% of a dealership’s profits come from the service department. It’s clear that fixed ops have evolved into a significant profit center for car dealers. However, it can also be more than that for dealers who understand the additional benefits that the fixed ops department can provide.  Panelists at a recent Cox Automotive Experience event […]
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digital retailing

A conversation with Hyundai’s Jared Dowdy: The goals and future...

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A buzzword in the automotive industry that seems to be losing its impact is digital retailing. Meaning different things to different people and with engagement at varying levels between OEMs and dealers, it’s often unclear how the customer journey will be affected in the future with digital means.  Jared Dowdy is the Senior Manager of Retail Process […]
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F&I

Trim the time in the F&I office for improved CX

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An extended in-dealership visit continues to be a pain point for car shoppers with the finance and insurance process often dominating the clock. One customer recounted their recent experience buying a vehicle from a prominent Ford dealership with CBT News – a dealership experience that was generally positive but still far from perfect. Of their four […]
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customer

Five tips on how to be customer-centered

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A recent PWC report said, “only 36% of consumers feel that their [brand/product] employees understand their needs.” Regardless of the truth or argument, perception is reality. This indeed points to an inadequate focus on customer needs or solutions offered by businesses at worst or a horrible job managing expectations and image at best. Customers aren’t receiving what […]
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Seamless mobile experience in service a customer expectation in 2021

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Smartphone use in the United States has increased in recent years to 81% of the total population. For those earning more than $50,000 annually, smartphone ownership increases to well above 90%, mainly in users between 18 and 49 years of age, according to Pew Research. An average American adult spends nearly four hours of their time […]
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dealers

Dealers are using third-party logistics companies for online deliveries

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The automotive industry looks different today than it did a few months ago, but then again, so does everything. Just like the shuttered schools and companies shifting to remote work, we’ve all had to adjust. Luckily, the automotive industry has always been adaptable and ready to meet any challenge we face. Digital car buying has […]
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concierge

The benefits of continuing concierge services after COVID

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There are some decisions to be made regarding dealership concierge services, especially if the COVID limitations from 2020 carry deep into 2021. Currently, most of these services reside in the luxury car dealers’ realm – it’s the price of a premium experience. With the era of Carvana and other automotive online options plus the current […]
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