Should Salespeople Ask for Reviews at the Store? - DealerELITE.net2024-03-28T13:28:58Zhttps://www.dealerelite.net/forum/topics/should-salespeople-ask-for-reviews-at-the-store?feed=yes&xn_auth=noCustomers are happiest at tim…tag:www.dealerelite.net,2013-12-10:5283893:Comment:4021392013-12-10T18:28:19.964ZFran Taylorhttps://www.dealerelite.net/profile/FrancisTaylor
<p>Customers are happiest at time of delivery . To me that is the best time to ask for a referral . Every time I see a previous customer I will eventually ask for referrals . That's how we make a living .</p>
<p>Customers are happiest at time of delivery . To me that is the best time to ask for a referral . Every time I see a previous customer I will eventually ask for referrals . That's how we make a living .</p> Absolutely JD. Best to have a…tag:www.dealerelite.net,2013-12-10:5283893:Comment:4019262013-12-10T00:15:01.306ZMichael Bakerhttps://www.dealerelite.net/profile/Michael865
<p>Absolutely JD. Best to have accountability for those who serviced the Dealership's clientele. Having someone for the Dealer/GM coordinate professionally and immediately and assuring the correct representative be exclusively identified by name for a opted in review via the buyers/service customers would be absolutely awesome, if someone there can administrate the volume of sends and responses in the dealership for the GM/Dealer. With many stores having 50-75 plus warranty repair orders and…</p>
<p>Absolutely JD. Best to have accountability for those who serviced the Dealership's clientele. Having someone for the Dealer/GM coordinate professionally and immediately and assuring the correct representative be exclusively identified by name for a opted in review via the buyers/service customers would be absolutely awesome, if someone there can administrate the volume of sends and responses in the dealership for the GM/Dealer. With many stores having 50-75 plus warranty repair orders and 5-10 sales per day average, there is a scalability matter that is at hand. But, if done, WOW what a huge metric of customer feedback to reach Sigma 6 in due time with a 'commitment' of staff at large...</p> Nice to read some 'hands on'…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4020382013-12-09T20:50:28.465ZMichael Bakerhttps://www.dealerelite.net/profile/Michael865
<p>Nice to read some 'hands on' Dealership Mgt support in wanting to gain reviews, ideally where most people read reviews. I have read and heard many o/s professional within automotive dealership company conveyance as JD provides some very astute recommendations above, especially associated with YELP. Dealer Rater is another great business entity, but, most consumers will not discover by chance the testimonials on this site before buying. Google+ is by far the best site for gaining easily…</p>
<p>Nice to read some 'hands on' Dealership Mgt support in wanting to gain reviews, ideally where most people read reviews. I have read and heard many o/s professional within automotive dealership company conveyance as JD provides some very astute recommendations above, especially associated with YELP. Dealer Rater is another great business entity, but, most consumers will not discover by chance the testimonials on this site before buying. Google+ is by far the best site for gaining easily discoverable reviews by consumers. As a President Award and Triple Crown dealer for many years with a strong philosophy in ethics and integrity, tactfully and professionally requesting a review <strong>immediately</strong> post sale <strong>or</strong> service via e and then adding a link for the consumer <span style="text-decoration: underline;">versus passively</span> trying to discover for themselves, where to go for postings. Concur 100% requesting for superlative 'ratings'/comments is <span style="text-decoration: underline;">not</span> a way to go... Respond asap to any negative or positive commentary/review with sincere care to resolve with a contact and/or sincere appreciation for their time in sharing. </p> I am going to comment as a cu…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4021212013-12-09T19:42:00.406ZJeff VanOrnamhttps://www.dealerelite.net/profile/JeffVanOrnam
<p>I am going to comment as a customer. First, I'm glad you clarified the difference between asking to get the review while on-site vs. mentioning prior to sending via email or snail mail because I'd be answering quite differently.</p>
<p>I'd say it is perfectly alright to say, "BTW, you will be receiving a satisfaction survey in your email or mailbox. I hope we provided you with service that was up to your standards, but if it wasn't, please let us know so we can better improve our service…</p>
<p>I am going to comment as a customer. First, I'm glad you clarified the difference between asking to get the review while on-site vs. mentioning prior to sending via email or snail mail because I'd be answering quite differently.</p>
<p>I'd say it is perfectly alright to say, "BTW, you will be receiving a satisfaction survey in your email or mailbox. I hope we provided you with service that was up to your standards, but if it wasn't, please let us know so we can better improve our service and earn your repeat business."</p>
<p>If I was asked in that manner, I could see my complaints turned into suggestions and find myself stressing on the good vs. the bad (if bad applies). I can't stand when a salesperson says "Please give us a 5 star rating, blah blah blah CSI blah blah blah. That's almost a guarantee I will knit pick everything.</p>
<p>It's kind of like putting your dealer names sticker on the back of my BRAND NEW or used car. Are you going to pay for that advertising? Otherwise please remove it. It's my car now.</p> JD, I think that if you don't…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4019202013-12-09T18:05:51.261ZDavid Sharphttps://www.dealerelite.net/profile/DavidSharp
<p>JD, I think that if you don't ask for reviews, you are missing the boat. We know that anywhere from 88-98% of customers are doing research online prior to purchasing a vehicle and it would be stupid to think that people aren't interested in what other customers have to say. </p>
<p></p>
<p>Having said that, I do think it is important to do it through a third party though. There just seems to be more legitimacy when the review isn't posted by the dealer on the customer's behalf on their…</p>
<p>JD, I think that if you don't ask for reviews, you are missing the boat. We know that anywhere from 88-98% of customers are doing research online prior to purchasing a vehicle and it would be stupid to think that people aren't interested in what other customers have to say. </p>
<p></p>
<p>Having said that, I do think it is important to do it through a third party though. There just seems to be more legitimacy when the review isn't posted by the dealer on the customer's behalf on their website. We have been using DealerRater and they are great. They have an excellent setup for dealing with bad reviews that allow us, as the dealer, to try to work out the problem with our customer before the review goes live. If the customer doesn't respond to attempts to contact them, after a certain period of time, then DealerRater will not post it because it can't be verified that the customer is legit. There is a lot more to it than I want to get into here, but there are very good ways of dealing with reviews.</p>
<p></p>
<p>Ultimately, my answer to this question is a resounding "YES", ask for the reviews and let them know you DO value their input!</p> JD, I can say that I think it…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4021172013-12-09T17:16:04.176ZTina Schmidt-Lammershttps://www.dealerelite.net/profile/TinaSchmidtLammers
<p>JD, I can say that I think it is valuable for current/future customers and the team to know what people are feeling and thinking. (Both good and bad) Personally we take all the reviews in a positive light no matter good or bad. It helps us to improve and it also gives you an opportunity to address an issue you may not have known about not it been for the review availabilty.</p>
<p> </p>
<p> </p>
<p>JD, I can say that I think it is valuable for current/future customers and the team to know what people are feeling and thinking. (Both good and bad) Personally we take all the reviews in a positive light no matter good or bad. It helps us to improve and it also gives you an opportunity to address an issue you may not have known about not it been for the review availabilty.</p>
<p> </p>
<p> </p> Absolutely! As an Internet S…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4020222013-12-09T16:31:47.679ZTony Mentohttps://www.dealerelite.net/profile/TonyMento
<p>Absolutely! As an Internet Sales Manager, I encourage all of our sales personnel to "suggest" to their customers that they write a review. They even suggest the site or sites that we would like them to send to, and I have the sales consultant respond to the review. Buy or No Buy... Good or Bad... Every time the salespersons name ends up in a rating site, it adds to their visibility to the internet public. It seems like no matter where we go, or what type of item we buy, we are always…</p>
<p>Absolutely! As an Internet Sales Manager, I encourage all of our sales personnel to "suggest" to their customers that they write a review. They even suggest the site or sites that we would like them to send to, and I have the sales consultant respond to the review. Buy or No Buy... Good or Bad... Every time the salespersons name ends up in a rating site, it adds to their visibility to the internet public. It seems like no matter where we go, or what type of item we buy, we are always asked to respond to a survey or critique the service in some way. So, I can't imagine there would be any reason for us not to ask, especially when the only thing we have to offer that is better than the next dealership is the way we treat our customers and our reputation.</p> In my opinion, it needs to be…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4020192013-12-09T16:16:13.790ZGanesan Ramaswamyhttps://www.dealerelite.net/profile/RamaswamyGanesan
<p>In my opinion, it needs to be done periodically like Mystery Customers / Visitors Report. It would improve the services of any dealership in the long run - CRM/CSI, etc.</p>
<p>KR. Ganesan</p>
<p>Oman.</p>
<p>In my opinion, it needs to be done periodically like Mystery Customers / Visitors Report. It would improve the services of any dealership in the long run - CRM/CSI, etc.</p>
<p>KR. Ganesan</p>
<p>Oman.</p> Heck yes ask for them. My rev…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4017982013-12-09T14:32:00.872ZMike Davenporthttps://www.dealerelite.net/profile/MikeDavenport
Heck yes ask for them. My reviews sell me a lot of cars directly and indirectly. I have had many people ask my internet depot to work with me and have had several people come in and see me because of them. I have close to 150 reviews in various sites and have them all back linked to my website. It does great for me.
Heck yes ask for them. My reviews sell me a lot of cars directly and indirectly. I have had many people ask my internet depot to work with me and have had several people come in and see me because of them. I have close to 150 reviews in various sites and have them all back linked to my website. It does great for me. I agree with all here but i t…tag:www.dealerelite.net,2013-12-09:5283893:Comment:4016972013-12-09T03:11:46.804ZJames Hamiltonhttps://www.dealerelite.net/profile/JamesHamilton
<p>I agree with all here but i think one of the biggest things everyone is missing here is asking not only for a review but a referral as well ABS! The easiest way to get referrals in my exp. is a Facebook like on your fan page. Not only do you get a valuable like you also gain free exposure to that customers many friends they may have on Facebook. Customers don't always know which of there friends are in the market for a new car. The customer liking your dealership is a great way to show…</p>
<p>I agree with all here but i think one of the biggest things everyone is missing here is asking not only for a review but a referral as well ABS! The easiest way to get referrals in my exp. is a Facebook like on your fan page. Not only do you get a valuable like you also gain free exposure to that customers many friends they may have on Facebook. Customers don't always know which of there friends are in the market for a new car. The customer liking your dealership is a great way to show there friends your a great place to shop in the future</p>
<p>happy selling!</p>