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Customer Experience

Connecting_with_your_customer

Connecting with your customer has moved from persuading a customer to purchase a vehicle with persuasive pitches to a more genuine exchange built on creating a connection. By the time customers enter your showroom, they are well beyond seeing what the market has to offer. Instead, they are looking for reasons not to do business with you.

In this episode of AutoSuccess Magazine’s weekly podcast, Bill Wittenmyer outlines the positive qualities your interactions can lead to the sale, rather than the high-intensity sales pitch.

Additional lessons learned include:

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Customer_Expectations_Calls

Dealers are great at creating expectations. They advertise their dealerships as family owned, friendly, hassle-free and low-price leaders. These promises are what motivate the customer to call in the first place.

Then the expectation gap opens up. Typical problems that dealerships run into include:

  • Calls getting put on hold, transferred to voice mails, routed to a carousel of wrong persons, or worse, disconnected
  • Customer does not get the information they called for, such as a price quote, or
  • No one returns the customer’s call.

When these things happen to your customers, your dealership instantly loses credibility. You promote how easy it is to do business with you, but that’s not what customers experience.

It’s not difficult to fix your phone processes, but it does require a strategy. Try these tips to help bridge the customer expectation gap at your store. Read More

Bill_Wittenmyer_Connect_With_Leads

Ask a dealer what they need to sell more cars and a typical answer will be “more leads.” On the surface, this makes sense. But to get more leads, you need to spend more money. Even then, you’re never really in control of how many leads get generated.

Now that new car sales and lead volume are plateauing, a better solution for selling more cars is to increase your customer connection rates. This may require a shift in mindset and habits of your sales staff.

After all, your salespeople were probably trained in the art of persuasion. They know how to overcome objections and close the deal. But do they know how to get a potential customer to respond to an email or call them on the phone? Read More

Is your dealership planning to implement a digital retailing solution this year? If so, you’re not alone. According to a 2017 study by Root & Associates and CDK Global, more than half of dealership management has expressed interest in a digital retailing solution for their website.

Now that more tools are becoming available, it won’t be long before a small percentage of car buyers complete at least part of the purchase process online.

One of the first questions that dealers should ask when implementing a new solution is, “How can we best serve our customers during their online car-buying journey?” Read More

Introducing DealBuilder Digital Retailing

2018 is off to a running start at ELEAD1ONE, and our product team has been working hard to keep our resolution – to deliver the hottest customer experience technology in automotive. This week we’re unveiling DealBuilder, a digital retailing application that guides customers through the entire vehicle purchase process, wherever they are.

What Is DealBuilder

It’s clear that digital retailing is here to stay, so ELEAD1ONE envisioned and created a tool that allows consumers to start the vehicle purchase process online with DealBuilder Online or at the dealership with the aid of a salesperson and DealBuilder Showroom. Read More

Atlanta, GA – October 23, 2017 – ELEAD1ONE announced today that its inbound call center service delivers a 70 percent appointment set rate for Florida-based Gettel Automotive Group. Of an average 7,200 inbound calls to the group’s 22 stores every month, more than 5,000 total appointments are set. This is significantly higher than the industry average of 30 to 50 percent appointment set rate.

Along with other improvements, the call center has helped drive a 15 percent same store, year-over-year increase in fixed ops gross for the last eight years. Additionally, ELEAD1ONE’s call center agents answer 100 percent of the total inbound calls to Gettel’s service departments, with an average time to answer of just seven seconds. Recent industry research shows that in the average dealership, 25 percent of inbound service callers never connect with a dealership employee, causing dealers to miss service opportunities.

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