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Used Car Buyers Have High Expectations of Service Standard

This year, we have seen more and more people choosing used cars over new, and while this is good news for the second-hand market on the whole, certain challenges have arisen. 

The second-hand car market is currently a thriving success compared to how it was five or ten years ago, but while more buyers are turning to preowned vehicles, used buyers have now come to expect the same standard of service as if they were buying a new car.  

CitNOW’s Report 

CitNOW have recently published a Year of the Used Car Report which reveals that at least 48 per cent of potential car buyers are now taking to the used car market to shop for their next vehicle.  

The report by the video specialist also shows that almost three quarters of used car buyers now expect customer service to be the same as that offered when purchasing a brand-new vehicle.  

CitNOW exposed the biggest problems used buyers have, highlighting the need for better clarity and service from retailers to take advantage of increased interest in the used market.  

Consumer Experiences in the Used Car Market  

According to the study by CitNOW, the most common bad experiences in the second-hand market involved concerns about mechanical reliability, electrical faults and problems regarding bodywork. More than a quarter of the negative consumer experiences appear to be the result of poor customer service from the retailer.  

Head of sales and client services at CitNOW, Ollie Parsons, said: ‘’Modern car buyers are turning toward the used market more than ever before, and this new type of buyer is rightly demanding a customer experience on a level with the brand-new buying journey. 

Parsons further added, ‘’The used car market has been enjoying record levels of success already with plenty of scope retailers to improve their service and push sales even further.’’  

 

To find out how Click Dealer technology can help your dealership provide a higher standard of customer service, get in touch today by emailing us at marketing@clickdealer.co.uk, calling us on 01782 478220 or sending us a message via our contact page! 



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