Missed Opportunities
How much money do we let slip through our fingers by not insisting on a "front end" sales process for the service drive? We know customers that service in our stores will more likely than not shop for a new/used car at the servicing dealer. Are the service drive and the sales department battling each other or working with each other? Both play a vital role in customer retention and dealership profitability, but somehow the service drive customer doesn't get the same attention by the front end of the store as do "walk in's, inet leads, phone leads, etc". Most stores have good sales process' on the drive and the front end; but do we "marry" the two together for more incremental sales? Dealers that embrace the service drive as a lead generator for front end sales will realize greater customer retention, higher sales volume, and ultimately higher profitability in the store. The two (service drive and front end sales) can, and should work together to acheive these goals. We can help implement smart, value driven, real solutions to generate additional gross profit from your service drive. It takes good process, discipline, follow up and enthusiasm. Let us share the knowledge we have to drive more sales in your store.
Ross Bauer
Dealer Wizard, LLC
610 W Azeele St
Tampa, Fl
813.712.5691
Comment
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Comment by Stan Sher on February 9, 2012 at 11:24pm
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What a great post. I have been developing processes for BDC departments to call on customers that have visited the showroom. I tie in the current monthly promotion that a dealer does with this process. A phone script is developed and tested. Once it proves to be effective I train dealers and their BDC departments on it. Everyday a dealer sees between 30 and 60 vehicles in service. The BDC makes these 30-60 calls and makes an average of 10 contacts. On average about half of them become appointments. The bottom line, this process is good for an additional 5 appointments per day. Let's assume 3 show up. Well we sell an extra 1 or 2 cars. Imagine selling an extra car per month. A 26 day work month in a blue law state can help put an extra 26 - 34 deals per month. All this for following up and asking for the appointment. Want to know to how to do it? Send me a message.
Stan Sher
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