customer service
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How to avoid the penny wise and pound foolish trap
Scenario: A customer purchases a new ATV from his local dealer. The next year he goes back to purchase two…
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It pays not to be lax in your F&I services
What is it that customers like about department stores like Wal-Mart and Target? What drives consumers there week after week?…
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Be successful with e-commerce
Many dealerships offer their customers the added convenience of online shopping for parts and accessories. With so many sites offering…
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Are you ready to sell electric vehicles?
As a new vehicle segment enters the market, a new customer is following. Electric vehicles, including motorcycles, side-by-sides and city…
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Ask and you shall receive
A customer’s perception of a dealership is based on his entire experience, not just the initial major unit purchase. Every…
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Don’t talk your customers out of buying
If your salespeople are having trouble turning shoppers into buyers, find out if the salespeople are talking customers out of…
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Does your facility really make any difference to sales success?
The best sales team selling out of a tent will run rings around an unskilled sales team at a beautiful…
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Customer touches are critical
Scenario - The call center discovers a service customer that is totally unhappy with his experience at a certain dealership.
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Does your sales team sell, or are they ‘museum curators’?
Our company applies the term, ‘museum curator’ to describe salespeople who are friendly and knowledgeable and will happily answer any…
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Loyalty comes from good customer experiences
There's nothing about pricing and promotions that creates loyalty. All it does is train customers to shop for the lowest…
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