According to a study conducted by Cox Automotive through IHS Automotive, it was found that 46% of car buyers visit only one dealership and 52% test drive only one vehicle before making a purchase.
So to become that “one” dealership that is visited and profited, dealers should equip themselves with a robust Automotive CRM System.
Having been a certified vendor in India for numerous car dealerships, it is out of both long-standing experience and exposure that we present the major benefits of deploying a CRM system.
Increase Sales & Minimize Lost Deals
In the case of automobile dealerships, it is incredibly important for dealers to reach out to potential buyers before they fix upon a neighboring competitor. With an Automotive CRM system, dealers can connect with clients at various touchpoints across multiple media, such as online interfaces, via social media platforms, through mobile applications, and even by connected automobiles.
Dealerships can provide prospects with suitable insights across all available channels, and can eventually steer them towards their showrooms to make that winning sale. Engaging customers right from the earliest point of the journey forms gratifying buyer-seller relationships, those which will prove to be highly rewarding in the long run.
Cardinal automotive CRMs such as Salesforce allow users to fabricate a plan of action that sets particular tasks based on each pipeline stage. With the sales team being notified by the current phase of the sales funnels of each client, dealers can largely minimize missed deals. Despite the occurrence of a lost deal, sales reps can track down on fall-outs and pursue respective clients to reclaim the deal.
Manage Customers’ Up Sheets
Taking care of customers’ up sheets requires an ample amount of time and manual labor, but by dint of automotive CRM software, dealers can now skip this tedious struggle and work entirely towards building valuable customer relationships.
Salesforce Automotive CRM offers immediate access to important contracts and entitlement data in one unified location. Intricate details such as vehicle records, service expenditures, model preferences, communication history and such-like can be examined instantaneously from one centralized locus. Dealers can schedule test drives, appointments, follow-up calls and e-mail correspondence, within the bounds of customers’ up-sheets and can also create and upgrade such customer sheets momentarily.
“When asked to rate their satisfaction on a scale of 1-10, 81% of car buyers gave the test-driving process an 8-10 rating. However, satisfaction declined to 67% when interactions with the F&I department were factored in. Of the 3-hours average time spent at the dealer during the purchase process, more than half of that time is spent negotiating or doing paperwork, resulting in a 56% satisfaction rate for the process.” [Source: Auto Trader]
With the help of an automotive CRM system, dealers can cut down a great deal of time on the purchasing process. Automotive CRM tools provide advanced decking features, which help users to enter and modify customer information, purchase order specifics, to desk multiple deals and to bespeak vehicle identification number, all from a single interface. Therefore, it becomes only a matter of moments for dealers to obtain a print copy of the sales proposal, saving time and lot of “sighs” on both the ends.
An easy paper work and a happy customer, a total win-win!
Long gone are those days, when prospects enter showrooms and get astonished by the distinctive features and “make” of each model in the showroom. The enthusiasm is still there, but the incognizance isn’t. Car shoppers are entering showroom with not just a lot of money but with a lot of research as well.
95% of vehicle buyers use online resources as a source of information, 2x as many automotive consumers start their research online versus at a dealer and 76% of new and used vehicle shoppers run a search before buying. [Source: Think With Google]
It is evident that prospects are flocking into dealership websites, make the first encounter with a virtual assistant and then step into showrooms — they exist more online than in real life, and that should be the first place to make acquaintance.
Salesforce Automotive CRM, for example, helps dealers to connect potential buyers and customers and interact with them at possible touch points such as home websites, social media platforms, mobile devices, connected automobiles and showroom floors. The Automotive CRM helps dealers to branch out to clients at a convenient reach, driving them to create personalized relationships that give roots to customer loyalty.
60% of consumers searching for vehicles on mobile would call the dealership from a call extension, 57% of consumers call about vehicles from a search ad call extension to schedule an appointment and 31.6% of total calls to dealerships resulted in an appointment.[Source: Think With Google, DialogTech]
Dealers should have an exhaustive sales team to follow-up multiple lead enquires time, without missing out on a potential deal. Does it sound straightforward and easy?
Well it can be, with the support and succor of dealership CRM software that extends an extensive set of tools for front-line sales teams. Dealer-specific CRM endows sales teams with lead and prospect management reinforcement to follow enquires and interests with utmost consideration.
For one negligent move and you could lose a solitaire to the nearest contender!