News and views from the automotive industry.
Top 5 tips to putting your customer first
Here are our top 5 tips to putting your customer first:
It is more important than ever that you are really clear when you are giving customers information about extra products. It is time to start thinking like a buyer. Here are our top 5 tips to putting your customer first.
OFFER PRODUCTS THAT OFFER VALUE TO YOUR CUSTOMER
Making sure you have the right products is key. Ask your team if they would buy your products and if their answer is no, maybe it is time to rethink what you have on offer.
HAVE PRODUCTS YOUR CUSTOMERS CAN TRUST
Having products with a quality rating will give your team confidence in the product and will let the customer know that the product they are buying has been approved independently. You can read more about quality ratings here.
When customers leave your showroom, it shouldn’t be the last time you speak to them. Think about the different ways you can stay in contact with your customers and give them something they will find valuable. This could be an invite to an open day or a key ring; little things help them build an affinity with you and the brand. Want more on why communication is key? Read the blog post.
LOSE THE HARD SELL
Customers are savvy, they have been exposed to PPI and endowment scandals. They might see add-on products as sales teams lining their pockets. Some products have lost their value through hard sells, endless drawn graphs and scepticism around whether they are pay out. Put yourself in their shoes – would you buy a product from yourself?
USED VEHICLE SALES ARE JUST AS IMPORTANT AS NEW VEHICLE SALES
Used vehicle sales are not the poor relation of new car retailing; used vehicle customers are still buying into your brand and into your business. They should get the same treatment as new vehicle customers and should receive the same communications. Why? Well if they have bought into your brand they are always a potential customer for a new vehicle sale.