How to Make the Buying Experience Pain Free, Fun & Empowering for Women

As women become the fastest growing car-buying segment, influencing 80 percent of the car-buying decisions in the U.S., it is imperative for auto dealers to focus their sales strategies towards securing more female customers.

Unfortunately, at times, women have been underserved and do not have fond memories of their last experience. So it all lies on the shoulders of the dealership to ensure that female buyers have the "ultimate car buying experience" when they walk into your store.

When we say the "ultimate," we mean the experience has to be pain free, fun and definitely empowering so that dealers don't just close sales, but also win the loyalty of their newest client for a long time.

Here are some of tips to help your store make the car-buying experience engaging and empowering for women:

1. Treat Them Well

"First impression is the last impression" may be a trite phrase, but when it comes to women visiting auto dealerships, it holds true. If sales advisors make great impressions on women visitors the moment they step into the store, women are most likely to reward them with a car purchase and dealership loyalty.

In fact, "respect" is now the No. 1 prerequisite to trust in the formula to selling to women. Trust always held the top spot until just this past year. The top five reasons women buy from their sales consultant are ranked as follows:

1. Respectful
2. Trustworthy
3. Likeable
4. Knowledgeable
5. Understanding

2. Fear-Free Zone: Let Her Take the Lead

To deliver women an empowering car-buying experience, give them the power to lead the purchase. Sales advisors coming on too strong and over-confident — projecting the attitude that "you know nothing; I know it all" — can be annoying or intimidating to women.

According to a study by LeaseTrader.com, women are more informed, do more research and are considerably more pragmatic in their car choices. Despite all this, overconfident sales advisors can make them feel powerless.

What really enhances the car-buying experience for women is when they know the dealership they have walked into is a safe space. So, have your female customer feel empowered by giving her the opportunity to voice her choice and speak her mind. Ask questions and listen so that women know the dealer is eager and interested to know what they are seeking. When the customer feels empowered, this most often results in a sale.

3. Educate: Provide Valuable Information To Help Make Informed Purchase Decisions

Women are open to what trusted sales advisors have to say. Those in sales positions should focus on providing relevant and valuable information by addressing each car-buying concern and need carefully and in detail. Walk them through the showroom, educating them about different cars that match their needs and choices. This will make the car buying experience informational, fun and less stressful.

4. The Ultimate Test Drive

Cars are costly, and nobody wants to end up with a regretful purchase. Offering women to take more than the "10-minute around the block" test drive is important. Encourage extended or overnight test drives, where women can try out getting the groceries or putting in the booster seats. Make sure before the time of purchase that she has no issues with blind spots — you will be doing her, yourself and your dealership a favor, all while securing a new customer.

5. Extra Mile: Guide Them About the Suitable Car Financing Options

Always be honest. And my goodness, if a mistake was made, tell her as quickly as possible — no waiting. Inadvertently quoting the wrong price will make women feel cheated. Women are more active on social media platforms and they share their experience with others potential buyers. And, according to research by iVillage, women are more likely to trust and value information shared by the same gender. Know that women are likely to be influenced by experiences, both good and bad.

So, to ensure that women buyers have the best experience, go the extra mile. Provide guidance and cost breakdowns for her to take home when looking at buying a car versus leasing. Help them understand how much of a down payment is really needed. Negotiate with them and offer flexible terms as best you can to ensure an empowering buying and payment choice is made.

6. Follow Up

After closing a successful sale, it is paramount to follow up. As reported by Women-Driver.com, 92 percent of women new car buyers receive follow-up communication from their dealership, 93 percent of women who lease receive follow-up communication from their dealership and only 86 percent of used car buyers receive follow-up communication. Clearly their remains a gap.

Send a "thank you" note or make a call. Ask women if they need any help or information and get their feedback and suggestions. Do they want to make an appointment with a technology advisor to better understand the gadgets and safety features? This makes the buyer feel valued and it shows the dealership is interested in retaining them as a satisfied customers.

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Comment by Anne Fleming on September 3, 2014 at 3:26pm

Steve -- no question -- these are for ALL customers. Thanks for your note. 

Comment by Steve Richards on September 3, 2014 at 2:18pm

Thank you Anne,for your blog. Great points all; each would work well with male customers as well!

Comment by Anne Fleming on September 1, 2014 at 9:34pm

Brian -- thanks for the comments and glad you enjoyed and got some salient points. Trust you are having a wondrous Labor Day! To all who worked today, who labored in the path before us, I am grateful. 

Comment by Brian Bennington on September 1, 2014 at 9:20pm

My best to you on this sacred Memorial Day of remembered duty, honor and country, Anne.  Your post caught me in a stranger than usual mood.  Normally, as I read your blog, I'd compare your points to how your advice holds with male customers, but today my comparisons ran to how similar they are to what's needed in executing a successful courtship.  Your point #1 is the foundation to successfully selling a car or yourself.  Point #2 about giving a controlled "free rein" allowing the "customer" to volunteer personal information is a great guide to trust development and the direction of the close when the opportunity presents itself.

Honestly, I could go on with the similarities, but I'm in the middle of another "timed event" project.  Suffice to say, it was enjoyable mental stimulation and I thank you for it.  Contemplating how to motivate the opposite sex to buy from me is as fascinating to me now as it was when I first realized we both had something the other wanted.  Thank heaven for women!  My life would have been so terribly boring without them!    

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