February 4, 2012
Car Buying Guide
There is a growing desire in the car industry to push the boundaries of customer satisfaction. We are all acutely aware that buying a car, for many customers, is not only a major financial commitment but also an emotive one. With this in mind dealer groups and their manufacturer masters are investing heavily in training and coaching in order to … [Read more...]
It seems that many dealers still don’t fully 'get' this social media thing and, perhaps more importantly, how it could benefit their business. Interestingly most car businesses today will be on Facebook and Twitter and will update their sites with classified ads, promotions and special offers but ask them to commit resource to actually using the … [Read more...]
We have talked many times about how much of a pivotal role a business manager now plays in a car showroom, and this year that role is set to take on even more importance. Car buyers are now prepared for the fact that they could spend just as long talking about finance and insurance products than about the right car and, of course, the best … [Read more...]
There appear to be increasing numbers of people deciding that car ownership has just simply become too expensive. What with the rise in VAT, ever increasing fuel charges, retail price hikes and even rises in the cost of insurance and vehicle excise duty has meant that many people have just decided enough is enough. The new car sales figures for … [Read more...]
The various challenges facing dealers this year are well documented but the customer experience is seen by many as the key to keeping ahead of the competition. Many dealer groups are investing heavily in training for sales personnel and a good number are meeting the aftersales challenge by acknowledging the need for more sales oriented staff in … [Read more...]
With used cars likely to be in short supply this year and prices rising as a result, dealers could well be looking at a return to the days of buy backs and self registrations to generate used car stock. The last time we were at this stage it nearly caused the whole business to go into meltdown, and who can forget the fields full of brand new cars … [Read more...]
I have heard lots of sorry stories over the years about buyers who thought they had nabbed themselves a bargain but which later turned out to be a nightmare. We still hear on an almost daily basis in the trade of well intentioned husbands and partners who think it would be a great idea and a lovely surprise to buy their loved ones a lovely car only … [Read more...]
As usual the auctions are jam packed with buyers pushing prices into no man’s land, even though popular opinion says that this is not due to any pent up retail demand. It is far more likely that trade buyers are looking to restock for the new year and retail customers are looking at the extra choice to see if they can “bag a bargain” at … [Read more...]
The fact that car dealers all seem to be chasing the same kind of stock, namely high spec, high end and predominately German or Indian cars (by that I obviously mean Jaguar Land Rover) clearly is leading to some mad prices being paid. However if there are customers out there willing to pay then how mad is mad? It is well known - although … [Read more...]
Being part of a merry band of 'insiders' can be quite fun at times and gives us an opportunity to tell tales and give away some trade secrets, and unlike the magic circle we hopefully won’t get thrown out for revealing the more darker examples. We have thankfully not sworn an oath to never disclose tricks and sales techniques, and at the end of … [Read more...]
Surprise surprise! The bad news has only just begun to take effect and already we are hearing stories of many people looking to downsize or sell so they only have one car to maintain. Dealers still don’t seem to be properly geared up to make the process of buying cars from private sources easy enough to appeal to customers. This explains the … [Read more...]
Perhaps one of the most amusing tales about customer “experience” I ever heard was one I was actually involved in . Way back in the 90’s I used to ply my trade at a busy little independent car dealer in north London. They would regularly bang out 50 used cars every month and although they specialised predominantly in higher end German, … [Read more...]
There is a genuine feeling among some dealers that bullish estimates from manufacturers about the size of the new car market in 2011 will ultimately be made up of too many forced registrations. One of the good things that came from the initial downturn was the realisation that having fields full of unsold cars was not really the answer and … [Read more...]
Well there is only one thing to say about the current climate, buy used! I’m not sure this will be the long term view but with VAT on new cars a cost manufacturers simply have to pass on, they are more likely to be flexible and take a smaller profit on a used car which is not vatable but of which the extra VAT will cost them only £25 for every … [Read more...]
With every man and his dog predicting tough times in the trade next year and not to mention more bad weather in the short term at least, dealers are gearing up for the pre-new year sales in the hope that they at least get the year off to a flyer. Despite the gloom there are still buyers out there but they are being choosier than ever before and … [Read more...]
At this time of year valuing cars becomes somewhat of a lottery. The true value of the car is dictated not so much by what it is really worth but more by the strange dynamics of the end of season market. Throw in “economic uncertainty”, dealers looking to bank end of year cash, hideous weather and many people with their minds elsewhere and … [Read more...]
The competition for car servicing business is a battle that looks set to continue for quite some time yet. Repairers like Kwik-Fit and Halfords are striving to present car drivers with a real choice when considering their options at service time. However it looks as if franchised dealers are finally facing up to the battle. Having taken … [Read more...]
Understanding your market is perhaps more important than ever and the ability to match cars with customers has never taken on such significance. As dealers begin to comprehend that they cannot quickly and easily provide the exact model with the exact spec for every customer, they need to understand the need to be more creative and “switched on” … [Read more...]
In most areas the snow is trying to melt and, low and behold, back come those lost car buyers. Panic over lads! That’s the cry coming from many a showroom this week and, right on cue, prices resurge at the auctions. Our guys on the road are reporting brisk trade generally for the time of year and buyers looking to take advantage pre-vat … [Read more...]
Cuts and rises in costs affects us all in some way or other, whether we are employed, work in the public sector, are students or retired the down turn will have some bearing on our attitudes towards spending any spare cash we have. However, if you look at many businesses, especially in the retail sector, they continue to post healthy profits in … [Read more...]
Its Snow joke this week in the motor trade, a sprinkling of the white stuff and the tumbleweed flows through showrooms which are already seasonally down on traffic. One positive however is that it gives sales teams the opportunity to re-group and identify where there next customers might be coming from, and this very much maximises all areas of … [Read more...]
Finding the exact used car you are looking for has not been easy this year and those that have found the car they wanted had to pay a premium to get it. The trade buyers have been in the same boat and it doesn’t seem to matter how bad the economic news has been the values of certain models has remained high with motor traders shaking their heads … [Read more...]
I’m not going out on a limb when I say that customers negotiating on buying a new or used car today are in a better position than they have ever been. They have access to much more detailed information and with most dealers advertising the cars on-line there is certainly more transparency in how sales people attempt to sell cars. The recent … [Read more...]
The dynamics in the car showroom have changed beyond all recognition in recent years and despite the likes of Which? and the Daily Mail still believing and reporting that the car trade is full of spivs and ankle tappers (still baffles me that one) trust me it is not like that anymore. Of course there are still sales techniques and closing … [Read more...]
When travelling around the dealerships of the UK, it fascinates me how differently they all run and it is almost always the busy happy ones that are the most successful. It may seem obvious but smiling happy personnel who actually look like they enjoy being there can make the world of difference, especially in tougher times like now. I was in … [Read more...]
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