Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
By Gregg Manson
If advisors could read service customers minds, time would be saved, customers’ needs more accurately addressed, and service sales, CSI and retention would all improve.
Advisors who read minds know that every customer pulling into the drive has on his or her mind that day:
Ability to address these questions in meaningful ways is vital if advisors are to contribute to meaningful service-to-service and service-to-sales retention gains. They will better be able to read customers’ unspoken needs and respond appropriately where the dealership:
Today’s consumer culture is pressing for dealership service efficiency. Re-orientation to consumers’ all-important core concerns is a good first step toward meeting basic service expectations. The next step is to consider the use of new processes and technologies to deliver the control, convenience and efficiency today’s consumers demand.
The views expressed above are mine and not necessarily those shared by Xtime, Inc.
Gregg Manson is Vice President, Field Services, for Xtime, the leading retention solution for the automotive service industry. He previously was Vice President of Fixed Operations for five years for AutoNation, responsible for 220 stores. He spent a total of 16 years with AutoNation. He can be reached at email@example.com or via www.xtime.com