What Customers are Thinking in YOUR Dealership
When a woman shops at your dealership, do you know what she is thinking? Do you know what is important to her? While that may seem impossible, reports and data show surprising consistency…Continue
Added by Anne Fleming on April 3, 2019 at 4:00pm — No Comments
As a part of your toolbox for improving the customer experience and reputation building, reviews are an inexpensive method of ROI. Here are 7 tips to build a review platform that invites women to buy and service their car at your store:
Car dealer reviews are standard today, and more people use them to determine what businesses they will visit…Continue
Added by Anne Fleming on March 20, 2019 at 5:29pm — No Comments
Authentic Reviews that Deliver to Your Bottom Line
Consumers are relying on car dealer reviews more than ever before. Women use them the most, as much as 50% more than men. Women not only turn to reviews about a dealership, they also expect the posts to convey the most important part of the customer…Continue
Added by Anne Fleming on January 9, 2019 at 10:00am — No Comments
Why Shop Here? Your Culture Matters.
When thinking about business operations, it’s common to examine sales strategies, customer service procedures, and customer experience. Less common is a review of dealership culture, which is the cornerstone that drives your operations and provides consistency. Business culture is the collection of beliefs, values, and practices that are more esoteric and usually…Continue
Change. It is always happening. Our typical reaction is either happiness and acceptance, or push and resistance. Regardless of our response, change occurs nonetheless. But it is our view to what is happening and how we face the change that is always…Continue
Added by Anne Fleming on December 5, 2018 at 11:51am — No Comments
A recent national report “Women Car Buyers Rate Women Consultants Higher in Dealer…Continue
Added by Anne Fleming on November 7, 2018 at 1:16pm — No Comments
Did you know that less than 6 in 10 women car buyers report not being satisfied with the initial greeting at car dealerships? Last week, we discussed how to improve in-store guest engagement with 7 ‘face-to face’ suggestions.
However, when the initial interaction is via email or social media, your response is no less important. Digital communications have the advantage of being read when your customer has the…Continue
Added by Anne Fleming on October 17, 2018 at 12:38pm — No Comments
How do your consultants greet women customers when they come in the door? Does the content, context and tone of a greeting make a difference in the interaction? How about from your BDC with internet leads?
Dealerships spend so much time working toward showcasing a positive resumè of reviews – usually on several platforms. However, a…Continue
Added by Anne Fleming on October 3, 2018 at 1:33pm — No Comments
Decrease the Gender Gap and Increase Revenue
Changing Culture, Changing Tides
Women are buying 45% of all vehicles at new car dealers today. Further, whether purchasing for herself or as part of a couple, this market segment retains 100% of the “veto power” at the dealership. Still, less than 1 in 10 front-line positions are held by women.…Continue
Added by Anne Fleming on September 19, 2018 at 6:01pm — No Comments
Women buy 45% of all vehicles at new car dealers today. Still, less than 1 in 10 front-line positions are held by women. Does it matter if women consumers deal with women or men sales consultants during their shopping and buying experience?
Yes, it does.
In an industry-first national report,…Continue
Added by Anne Fleming on September 12, 2018 at 3:35pm — No Comments
Defining Customer Experience for Long-Term Retention
When it comes to creating a successful sale, customers’ experiences matter from the moment they first engage with a dealership online or in person. Repeating successful experiences requires careful tracking and analysis of each experience to understand which experiences create success. Having that scalable success is the dance of sales, and finding an…Continue
Added by Anne Fleming on August 22, 2018 at 11:46am — No Comments
Do you have sales personnel or solution specialists at your dealership? Is there truly a difference between the two terms? Can changing the language you use really increase your sales?
When selling to women, language can make all the difference between a successful customer engagement and sending a prospect out the door. Why? Women rank trust as their #1 reason for buying from a dealership. Trust matters more than price. This means that language matters when creating a customer…Continue
Added by Anne Fleming on August 8, 2018 at 11:57am — No Comments
Creating a Service Drive Experience to Maximize Retention
Bringing a car to the service drive for maintenance and repairs is necessary, but few customers look forward to the task. Even the smallest repair can take time out of the day and create an inconvenience. Yet, for a dealership, service revenue is huge to the bottom line. And the best way to keep service revenue growing is to ensure your customers…Continue
Added by Anne Fleming on July 25, 2018 at 1:00pm — No Comments
Women make a full 45% of new consumer car purchases—that’s no small market. And when it comes to making these purchases, this market tends to consider much more than just cost. Price is definitely a component of their decisions, but emotional factors such as trust of the sales consultant and dealership are much higher on the priority scale. So while providing fast service and keeping up to date tech-wise are important, you need to adopt measures to ensure your female customers and guests…Continue
Added by Anne Fleming on July 11, 2018 at 1:42pm — No Comments
Women buy from dealers they trust, and what better way to build trust than to be an invaluable resource for everything women want to know about buying and owning cars?
Women-Drivers.com is the thought-leader in the auto industry, using evidence-based data from women’s behaviors and experiences. The company analyzes this information and produces action steps that create positive changes at…Continue
Added by Anne Fleming on June 20, 2018 at 12:30pm — No Comments
National research shows that women use car dealer reviews 50% more than men. Additionally, women are happy to write reviews when asked. This means when you ask for a review, you…Continue
Added by Anne Fleming on June 6, 2018 at 12:37pm — No Comments
Texting Strategy for Women Buyers
Is texting part of your dealership’s communication strategy with women customers? Used properly, texting as a business practice is a direct and efficient way to communicate. Used improperly, it can cause annoyance and frustration.
Read on to…Continue
Unconscious behaviors of your front- and back-end teams can be difficult to recognize, but they can make the difference between a successful transaction and one that fails. Taking the intentional steps to recognize unconscious bias when it comes to women has a direct, positive impact on your store’s bottom line.caption text here. Use the block's Settings tab to change the caption position and set other styles.
Consider These Numbers:
Added by Anne Fleming on May 2, 2018 at 12:14pm — No Comments
Men and women communicate in different ways and have different expectations when buying a car. Therefore, it’s critical to incorporate different contact strategies into your communication methods with your women customers.
1. Know the difference between talking and communicating. There’s a big difference between talking to and communicating with women. Communication builds trust, and trust matters to women. In fact, trust ranks as the #1 reason women choose their…Continue
Pre- and post-purchase analytics are the key to cracking the code for selling to your #1 buyer: women. Women are buying 45% of all vehicles today, which translates to 819 total vehicles per year at an average new car dealership. Yet most business leaders still don’t celebrate this market, nor do they undertake mining data to advertise and sell directly to…Continue
Added by Anne Fleming on April 4, 2018 at 9:58pm — No Comments