As car design and technology improves with every new model released and the competition for market share becomes ever more fierce, truly understanding the car retailing business takes on more importance than at perhaps anytime in its history. You will constantly hear how buyers are far more aware than ever before in terms of product and price … [Read more...]
Car dealerships and the high cost of apathetic sales people
March 26, 2010 By Leave a Comment
Oh dear, hot on the heels of our story the other day about the car dealer who hit back (literally) and the customer who carried out a dirty protest at the dealership comes the following tale of woe from an honest punter who just wanted to, believe it or not, buy a car. We have remarked recently about how hard certain salespeople are going to … [Read more...]
The car dealer who hit back
March 24, 2010 By Leave a Comment
As you may be aware we have been bringing examples of bad dealers and their equally bad service but to balance it we need examples of bad buyers and this one may just fit the bill. Running your own business certainly has its ups and downs and making your own decisions but being ultimately responsible for your own success means that, at least … [Read more...]
Car dealers striving for comparison with major high street retailers on customer excellence
March 11, 2010 By Leave a Comment
In the coming months it will become even more vital for car businesses to meet the expectations of their existing and prospective customers. Most dealers have begun to realise that as competition for customer’s heats up it’s not just about having the best and most sought after products which is important. Along with price, getting value … [Read more...]
Profit the reward for car dealer loyalty
February 13, 2010 By 1 Comment
Car buyers should certainly start expecting some innovative enticements in the coming months and years as more car dealers employ loyalty schemes to encourage customers to keep coming back. We are already starting to see evidence of dealers ramping up their efforts to build long term relationships with their customers and many are set to introduce … [Read more...]
Why letting a customer walk away is not an option for car dealerships
January 4, 2010 By 1 Comment
One of the great things about being in the motor trade is that there is always something to moan about and consequently plenty of lively conversation and debate. During an extended break like the one we’ve just had and having cause for some extra socialising I always make a pact with my wife before going to a party or social gathering, strictly … [Read more...]
King customer will reign supreme in 2010
December 15, 2009 By Leave a Comment
There is absolutely no doubt that, at the sharp end of retailing, businesses will need to up their game more than ever next year. Most companies have a robust system in place for checking that precious customers are being given a first class experience and importantly will come back again and tell others of the positives. This is graphically … [Read more...]
Can non-main dealer servicing be a false economy?
November 26, 2009 By 1 Comment
During an economic cool off the focus of most buyers’ attention will be on value for money, making cost savings and generally obtaining the best all round package. It is no wonder that, with the inevitably large financial outlay associated with car buying, that these factors now come powerfully into play. Deciding what is a cost saving and what, … [Read more...]
Motor Trade Insider Franchised Main Dealer Survey 2009
November 12, 2009 By Leave a Comment
The 2009 Motor Trade Insider Main Dealer Survey is, we believe, the first independent test of its kind. Carried out over the last twelve months we are about to reveal the best performing manufacturer-franchised main dealers in the UK. From dealer location to staff professionalism, both the sales and service departments have been scrutinised by the … [Read more...]
Customer disservice
October 26, 2009 By Leave a Comment
Who said customer care doesn’t exist anymore? In these recessionist days (is that a word? – no, editor) we constantly bang on about the need to be better than ever and that, in order that we can at the very least keep our jobs and make sure business can keep happening, we have to provide ever greater customer service. Some take heed of that … [Read more...]
The old school car salesman wouldn’t recognise his modern counterpart
October 23, 2009 By 1 Comment
In the good old days of selling cars, when you applied for a job the sales manager would probably just ask questions like; 'have you got a large mortgage?' 'Is your wife/girlfriend pregnant?' Or 'do you have a gambling or any other expensive addiction?' If the answer was yes to any or all of these questions you could be fairly sure you got the … [Read more...]
The future for car dealer marketing?
October 20, 2009 By 2 Comments
One recurring theme, constantly reverberating throughout the trade at present, is the growth of the internet. We know that 80% of car buyers use a search engine to investigate a potential purchase. We also know that customers are 10 times more likely to look at a car advertised with at least one image and we know that an even larger percentage of … [Read more...]
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Car dealership customer service stinks!
Firstly those with a sensitive disposition should probably stop reading at the end of this first paragraph because what I am about to recount has a particularly unpleasant denouement but is definitely a tale that needs to be told. Before I start I should mention that this is a true story recounted to me the other day by a still clearly bemused … [Read more...]