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How to drive repeat and referral business |
 Having spent between $15,000 to $40,000 dollars on the average new car, it’s only natural that a customer would expect their vehicle to be in near perfect condition at delivery. And because they own it, customers will often be looking at their car with a more critical eye.
When a salesperson rushes through a delivery, or fails to put the same type of effort into it that he/she put into the sales process, the customer feels it. And they interpret it as if you are saying to them, “Now that I’ve got my money, I don’t care about you!”
Once the customer is turned back to you following the finance process, provide them with an overview that includes:- The items you’ll be covering
- The amount of time it will take
- The benefit of the delivery process to them
That overview could sound something like this:
“What I’d like to do know is go over a few things regarding the ownership of your new car. This includes how to use your owner manual, a brief warranty and maintenance explanation, and an introduction to our service manager. We’ll even set up your first maintenance if you’d like. Finally, I’ll provide you with a complete orientation of your vehicle, and you’ll be on your way. This will only take about 30 minutes. Is that okay?
Customers expect and want to have their vehicle features explained to them before they leave the dealership. If you don’t provide them with the time they need, you can forget about referrals or repeat business. So be sure to:- set aside about 30 minutes for every delivery
- always deliver your own customers
- stay focused on your delivery, even if another customer comes in
- Cover all the key equipment and safety features
- Provide a full tank of gas (if within dealer guidelines)
You’ve just gained some insights into a customer focused delivery experience. By following these concepts and those provided in our Delivery and Customer Satisfaction course, you’ll be sure to generate satisfied customers and more repeat business.
To sign up for the course, click here.
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