How Customer-Centric is Your Dealership? Take the Test!

We are well into December. It's time to take stock of your year and your accomplishments. It’s definitely time to have fun and to be mindful of what is ahead. As we turn the corner into a new year, 2015, today’s Women’s Wednesday you are invited to take a short, interactive quiz to evaluate where there is room to expand your dealership’s customer excellence. And in doing so, your competitive edge.

The idea to establish a quick test came from a family of dealerships with extraordinarily high CSI and WSI (Women Satisfaction Index) scores. They asked Women-Drivers.com to establish a baseline to gauge how they compared to other dealerships in order to further increase customer loyalty and engagement for their business. We interviewed a number of other forward-thinking dealers in the following areas: Sales, Service, BDC, Brand Reputation, Concierge Services, Social Media, etc.	Read the Latest Her + His Car Review Share with your Social Communities There are always two sides to everything, right? To keep our car reviews innovative and well-rounded, we are providing you with not just one, but two points of view on the same exact vehicle – Her + His perspectives.
DID YOU KNOW? Ever notice how narrow advertising messaging is from one dealership to another? According to most marketing messages, every dealership has the ‘best’ pricing. Truth is, not all dealerships offer the best customer service. How come more dealers don’t advertise their customer excellence+service? A-HA! THAT’S what women+families are most interested in is having a trusting, respectful and comfortable experience!
Litmus Test Take Aways After completing the 12-question test, dealers are assessed and scored into one of four categories: Leading the Pack, Standing Tall, Holding Your Own and Missing the Mark. In this highly competitive industry, dealers are constantly looking for new ways to expand their level of customer service and retention.
Some simple recommendations are provided upon completion of the quiz such as courtesy cars and a child-friendly area. These are not novel ideas, yet it is surprising how many dealerships have yet to embrace fairly effortless changes such as these. The quiz feedback also includes innovative initiatives in each of the four categories to stretch your customer service and standards to meet the changing landscape of the customer. What's your score?

Get Started Here: www.HowFriendlyisYourDealership.com to take the test

All dE members will receive a Free copy of the 2014 Women’s Car Buying Report? Click here

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Comment by Joseph Rosales on December 18, 2014 at 9:53am: Anne...I just wanted to take a moment to congratulate you on the work you are doing within the industry to promote a higher level of professional skill sets and client engagement. I have been consulting and coaching in the automotive industry for many years. Before coming to the dealership segment, my background was retail business development...specifically in the clothing and fine jewelry industry...both very high touch businesses. So the things you are counseling your clients on relative to engagement and focusing on the customer are not new concepts, just new to people who are not aware of them. Keep up the great work!

Joseph Rosales

The Sales and Service Group

Medford, New Jersey

Comment by Anne Fleming on December 18, 2014 at 9:08am: Nice one, David!

Comment by David Ruggles on December 18, 2014 at 8:55am: Well, one of the most important questions wasn't asked. "Do you answer the telephone with an IVR?"

Comment by Anne Fleming on December 17, 2014 at 9:04pm: Brian!!!!! You are the Best! Merry Christmas and I will BE SEEING YOU in 2015! Kindest regards.

Comment by Brian Bennington on December 17, 2014 at 5:41pm: Hey Anne, Nice post for dealers, but for me, all I can say is "Kilroy was here" ...and, of course, MERRY CHRISTMAS!

How Customer-Centric is Your Dealership? Take the Test!

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