Posted Monday, Mar 20, 2023
Are you considering purchasing a new car? If so, you're likely looking for more than a good deal on a shiny vehicle. In today's competitive automotive industry, exceptional customer service sets top-performing dealerships apart.
In fact, according to a survey by J.D power, nearly half of the buyers consider great customer service to be one of the most important factors when buying any vehicle. But what exactly makes great customer service? Is it the happy smiles or waving back when the customer leaves? It can be, but experts say there is more to it.
So let us dive in and see why great customer service matters and what strategies you can follow to ensure your customers feel like family!
A great customer service experience starts with the basics-talking less and listening more. Too often, customers think they know exactly what they want, only to be disappointed by the end result. To avoid this, invest in actively listening to customers so that their wants and needs are accurately understood.
For example, a customer may come into a dealership looking for a fuel-efficient sedan, but if the salesperson simply goes through their standard pitch without taking the time to ask further questions about desired features or budget restraints, the customer may end up leaving feeling unfulfilled and frustrated.
By working on their active listening skills, staff members can help ensure that everyone walks away from their visits feeling satisfied with what they have learned and experienced.
Providing personalized service is essential for great car dealerships. It goes beyond simply getting customers their desired vehicles; it's about creating a memorable experience that keeps customers returning.
Studies have shown that customized service leads to increased customer satisfaction and can result in higher brand loyalty and buyer lifetime value. Delivering personalization also increases employees' engagement, which could further enhance the dealership's success as employees pay more attention during customer interactions. Car dealerships can stand out by providing personalized care, making them an attractive choice for car seekers searching for more than ordinary service.
Slow and steady might win the race, but it won't get you long-term customers in this competitive market! It has even been seen that one second can make the difference between a customer feeling neutral or angry about their purchase. From thoughtless clerks to slow checkout times, nothing is more damaging than waiting.
As such, great car dealerships should understand the psychology of providing stellar customer service and work fast to ensure no delays in responding to inquiries or complaints. Ultimately, understanding how quickly displeasure can arise and acting on it before it's too late sets apart a fantastic car dealership from an average one.
A no is a no, but a no in customer building can be a dead end.
Not only will it leave a bad taste in the customer's mouth that may drive them away, but it can also spread by word of mouth and dissuade others from doing business with the car dealership. If a customer demands any custom alterations your company can not provide, look for alternative ways to help them.
Instead of saying a direct no, you can say something like, "This is what we can do for you at the moment," or "Let us explore other ways."
Remember that a great car dealership not only provides top-notch vehicles but also exemplary customer service.
Great customer service begins with understanding the customer's needs.
Taking a walk through the customer's lens can help identify what type of products and services are needed to best serve them. An example could be a car dealership that allows customers to take a test drive or, even better, customers to compare different models and trim packages in one location.
Not only does this ensure that customers have more information available to aid their purchase decision, but it also provides an added layer of convenience and assurance to boost their satisfaction with the process.
Offering this level of assistance goes a long way toward creating loyal, returning customers.
Following up with a customer is fundamental to providing exceptional customer service.
When a dealership fails to follow up after an initial client encounter, it conveys the impression that the business and its employees value their own time more than the customers. Proactively following up and addressing any additional questions or concerns that come up can help build trust with customers and create loyalty in the long term.
Fortunately, dealerships can follow up with customers in multiple ways, such as emailing them relevant information about their desired vehicle model or texting them helpful maintenance tips for their existing one.
Doing so helps ensure customers don't feel forgotten and keeps your dealership top-of-mind.
Crafting a great customer service experience starts with creating an inviting atmosphere. Every encounter should be positive, and the best way to ensure that this happens is by thinking about what you're saying and how you're saying it. Speak in a considerate manner that shows respect and politeness. Have an upbeat tone when answering questions or addressing any concerns or issues.
Think of yourself as a host welcoming someone into your home, offering them drinks and snacks rather than worrying about how to provide good service. Be sure all services are clear and understandable and don't forget to thank the customer sincerely for their patience and understanding!
With great customer service comes great success for your business!
By utilizing these seven strategies, you can ensure that your customers' needs are met and exceeded. Regarding preowned cars, VIP autos are the dream!
Our customer service team is second to none, ensuring you leave our lot happy with your new investment. You can also take advantage of a wide range of additional services, such as financing options and warranties, to get even more bang for your buck. And with quality assurance that has consistently earned us accolades from industry veterans and first-time car buyers alike, the choice is easy; VIP autos