Ted Ings at JD Power and Associate Automotive Internet Roundtable
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The document discusses strategies for car dealerships to improve customer service and increase loyalty and sales. It recommends conducting thorough multi-point inspections of vehicles to identify additional repair or maintenance needs beyond the customer's initial request. It also suggests preparing for customer appointments by reviewing service history to make targeted recommendations. Building trust and value through transparent communication about a vehicle's needs is key to gaining customer approval for additional work.
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Ted Ings at JD Power and Associate Automotive Internet Roundtable
- 1. Beyond Vehicle Sales Ted Ings Founder and President
- 4. Case Study: Multi Point Inspections
- 5. Case Study: Items in “Red”
- 6. The Customer Service Experience 1. Customer contacts dealership via Internet or phone 2. At the dealership (with the Service Advisor) 3. Vehicle goes into the shop for repair or maintenance 4. Customer is advised on vehicle status 5. Customer picks-up vehicle from service
- 7. The Customer Service Experience
- 8. What’s the Value of a Visual?
- 9. On the Internet / Phone
- 11. The Cathcart Model Trust Tension Value
- 13. Preparation Prior to Arrival
- 14. Service History: A Powerful Tool
- 15. OK, So How Should I Use It?
- 16. Building Value with the Customer
- 17. Visually See the Needs
- 19. Galpin Motors, Van Nuys, CA
- 20. What Do These Brands Have in Common?
- 21. 2008: The New Service Experience
- 22. Branding: Galpin Auto Sports
- 24. Look at Other Industries!
- 26. Seasonal Specials / Features
- 27. Result: Happy, Loyal Customers
- 28. Thank You!
Editor's Notes
- The Genuine Scheduled Maintenance Website tool was launched last winter. We knew it had benefits – putting instant access to vehicle specific and mileage level-based maintenance recommendations in the hands of Service Advisors is no small feat. And we were confident it would help deliver on a major selling opportunity. Guess what? We were right. Initial indicators from Dealers have shown closing rate increases from 15% to 60% when they utilize the GSM tool to present customers with a maintenance package backed up by an official factory-scheduled maintenance recommendation. It’s something that only our Dealers can provide – the only maintenance menu with the Ford oval on it AND one that’s based on an exact VIN. We’ve heard that many dealers utilize this just like OASIS – running it every night on the VINs of the vehicles that are scheduled in their service department the next day. It’s trust-based, expertise-filled selling – which is the best selling of all.