To build loyalty, increase sales and get good word of mouth you need to transform your car dealership’s customer experience. Here’s how to make every part of the customer journey memorable and enjoyable.
Make it Welcoming
The first impression customers get when they walk into your dealership is the whole experience. Make sure the showroom is clean, tidy and looks good. Comfortable seating areas, free refreshments and a warm welcome can make customers feel at home. Staff should be friendly and professional and greet customers as soon as they walk in and make them feel valued from the moment they step foot in the door.
Personalize the Experience
Personalisation is what makes customers feel special. Train your sales team to ask open ended questions to find out what the customer needs, wants and budget. Use this information to tailor your recommendations. For example if a customer is looking for a family car highlight the safety, space and fuel efficiency. Use CRM to keep track of customer interactions and preferences so if they come back in the future it’s seamless.
Digital Engagement
In today’s digital world a strong online presence is key. Your dealership’s website should be user friendly with high quality images and detailed descriptions of the vehicles. Implement live chat to help online visitors instantly. Use social media to engage with customers, showcase inventory and share positive reviews and testimonials. Offer online booking for test drives and service visits to make it customer centric.
Speed up the Sales Process
A long and complicated sales process can be a major turn off for customers. Simplify paperwork and reduce wait times by using digital tools. For example electronic signatures and digital finance applications can speed up the process. Give clear and transparent information on pricing, finance options and trade in values to build trust. Make sure your sales team are product knowledgeable and trained to handle objections so the buying process is seamless and stress free.
Add a Personal Touch
Adding a personal touch to the car buying experience leaves a lasting impression. One simple way to do this is by using custom ribbons when delivering the car to the customer. A beautifully wrapped car with a custom ribbon makes the delivery moment special and memorable. This small gesture shows your dealership goes the extra mile to make customers feel valued.
Your car dealership’s customer experience should be about creating a welcoming environment, personalizing interactions, enhancing digital engagement, speeding up the process and adding those nice touches like custom ribbons. By focusing on these areas you can build long term relationships with customers and grow your dealership.
