Customer Handling
Deliver the experience the customer expects

Understandably, it’s difficult for even the best dealer to execute every fundamental really well. It’s just a lot of moving parts. But the greatest risk for a sale to fall apart is when the system breaks down at the point where the customer begins engaging with the dealership. Today’s sophisticated consumer expects a seamless transition from online to offline. The most successful dealers work with consumers on the consumer’s terms — that includes their preferred form of communication; assigning one person to handle the entire transaction, including F&I; and providing a flexible process for a customized customer experience. Many of these dealers use tools like VinSolutions, which has a robust CRM system, to capture customer preferences; as well as Kelley Blue Book Instanst Cash Offer, which provides a market-based appraisal of a trade-in and helps manage customer expectations.
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Good Practices
  • Process to handle phone calls, chat, emails & walk-ins
  • Process to handle lot traffic
  • Process for sourcing
Better Practices
  • Specialists are well-trained & coached
  • Ability to handle multiple traffic types (walk-ins, email, etc.)
  • Transparent business model (e.g., no-haggle pricing)
  • Flexible sales process to provide customized customer experience
Best Practices
  • Don't fumble the handoff from online to in-store
  • Process in place to provide seamless transition
  • Engages in all communications: text, email, phone, chat, social
  • Transparent business model (e.g., no-haggle pricing)
  • Flexible sales process to provide customized customer experience
  • Create an interactive and personal aftermarket sales experience that aligns with consumer demand
  • Protect your customer and your dealership by integrating key compliance functions into the sales process
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