The Art of Winning and Retaining Customers

The automotive market is as competitive as it’s ever been, therefore it’s vital that you go the extra mile to engage with new customers and ensure loyal customers return.

Times are changing though, and brand loyalty is rarely enough to guarantee a future sale. Customers are better equipped than ever to find themselves a great deal and have often made their minds up before they’ve left their seat. As such, you must ensure the customer journey reflects exactly what the customer wants!

Standing Out

Standing out from the crowd and being noticed amongst a sea of other dealers is no easy task, but building your brand is crucial to maximising sales. An online presence is important, but just as crucial is your CRM system. If you have a good understanding of your customer and what they want, you can stay a step ahead.

A CRM is only as good as the data you feed it with, keeping this as detailed and accurate as possible will help you when it comes to tailoring ads to specific people or groups and picking the perfect time to advertise to maximise your chance of securing a sale.

Seamless Buying Process

The actual buying process of the deal should be the easiest component for a dealer. The customer has decided on a car, enjoyed their test drive and now you just have to get them to sign on the dotted line.

Making this process as seamless and enjoyable as possible is very important for customer retention though. By going the extra mile you’ll increase your chances of retaining that customer for a future sale and provide yourself with a great social media post! A positive experience will encourage word of mouth and social reviews.

Turn Your Customers into Advocates

The completion of a sale is by no means the end of the journey for the customer, intelligent communication and professional aftersales is vital to increase retention.

Ensuring your sales CRM is up to date and contains as much detail as possible makes communicating with customers far easier and allows you to target more effectively.

For more information on Click Dealer’s lead management capabilities and to find out if we can be a performance partner for your dealership, get in touch today via marketing@clickdealer.co.uk or 01782 478220!