In this automotive website builder case study, we’ll have a look at how AS United Motors managed to ensure a strong online presence, whilst improving their stock management, trade-in processes, and much more by launching a new, multi-branded website. 

Quick facts

Client? AS United Motors

What they do? Sales of BMW, Peugeot, Maxus, Jeep, Alfa Romeo, and maintenance services for Rolls Royce.

Where? Estonia

Range? 3 dealerships: one in Tallinn, one in Peetri, and one in Kohtla-Järve.

Banking on experience

When AS United Motors decided it was time to revamp their website, choosing a partner to deliver their vision was a no-brainer. Having worked with Modera Software in the past, the company knew they could trust Modera with developing a website that would not only provide a great user experience, but also help the staff work more efficiently. 

While discussions regarding the new website were still ongoing, United Motors was already enjoying the fruits of implementing Modera’s Salesfront product a few years back. The company has benefited greatly from the innovative system, as it has helped them with lead management, resulting in less lost leads and improved sales. They’ve also taken their trade-in processes to the next level with the help of Modera’s trade-in app, which has allowed the team to easily give customers a precise and market-based value estimation for every vehicle. On top of that, since introducing Salesfront to their dealership, both new and used car sales have become a lot less time- and paperwork-consuming. United Motors has also been able to publish their stock on classified portals.

With that said, based on their previous experience, United Motors knew they were in safe hands when trusting Modera with the development of their new website.

Preparing for launch

Partially owned by the Swedish company Förenade Bil, AS United Motors has always been driven by innovation. So when it came to upgrading their website, the company’s objective was to make sure it satisfied the high expectations of modern customers, while simultaneously making various day-to-day processes at the dealership easier and more time-efficient. 

When Modera Software started building the new website for United Motors, they kept those goals in mind. After months of brainstorming, reviewing, developing, and tweaking, www.unitedmotors.ee was ready to launch.

The new, multi-branded website includes a full, real-time overview of both new and used car stock, making it easy for the staff to check which vehicles are available at any given time. By integrating a new Dealer Management System (DMS), service bookings can now conveniently be done online without any hassle or wasting time sitting on the phone. 

The new website also includes a trade-in widget, which allows to make the entire trade-in process much faster, more transparent and precise for both the customer as well as the sales staff. On top of that, with the help of the DMS integration, it is easy to make online inquiries for parts whenever necessary. 

Smooth ride from hereon 

Since launching their new website, AS United Motors now has their online and offline car buying journeys covered by Modera’s innovative solutions. Delivering a smooth and enjoyable car purchase experience for their customers both on- and offline, has helped United Motors to strengthen their online presence, whilst ensuring maximum efficiency of their dealership processes as well as staff. 

Keeping in line with industry best practices, implementing Modera’s IT systems has allowed the introduction of new capabilities and features, thus keeping United Motors at the forefront of technological advances in the automotive industry. The partnership demonstrates a commitment to maintaining a competitive edge and providing a modern, customer-centric experience. 

However, according to United Motors, they’re far from being done. “By partnering with Modera, we’ve set out to create new solutions to deliver the very best customer experience. Our innovative ideas need new IT applications. Based on our experience, we can trust Modera to bring these ideas to life.”

Main solutions implemented

As mentioned, United Motors has implemented several Modera’s solutions. Webfront has provided them with a beautiful, user-friendly and easily managed website, whilst, among other benefits,  Salesfront allows them to manage stock centrally and ensure an accurate, real-time overview of the inventory for all their dealerships. Both solutions have helped United Motors to increase their efficiency and productivity, while providing top-notch service for their customers.

The post United Motors — Switching Gears with a New, Multi-Brand Website appeared first on Modera.

The upward trend of online experiences has led to automotive retailers adopting omnichannel strategies, which is a combination of both online and offline techniques. Customers expect a smooth experience across all touchpoints, demanding consistent service. Many of them wish to complete the actual purchase by visiting the dealership facility, whilst the vast majority of the research and selection process is carried out online.

What are the benefits of omnichannel approach in automotive retailing?

Improved customer experience

Thanks to the omnichannel approach, you can cater to customer requirements regardless of their location, without their online and offline behavior existing in silos. It is immensely beneficial for the sales team – they get an understanding of what customers want when it comes to preferred models and makes, features, etc. so they don’t have to start from scratch after arriving at the showroom. Most of the research is being conducted online, so customers visiting the showroom are already nearing the purchasing stage. Thus, your team is only spending their time handling lucrative leads.

Streamlined operations

Be sure to centralize inventory management, so dealers can enjoy real-time visibility of stock across all sales channels, including brick-and-mortar showrooms, online platforms, and mobile apps. This real-time visibility reduces the risk of overstocking or stockouts, leading to more efficient inventory management. This way, customers have access to updated information at all times.

Better consumer appeal

Thanks to online research, buyers are now more qualified and likely to make a purchase once they visit the dealership. They are prepared to travel further for a specific make or model of a car, as they know what they want and have completed their checks online. That is why your dealership should have a functioning website with an updated inventory, high quality imagery and all the information a consumer needs to make a decision. It is vital for establishing a solid foundation for omnichannel success.

Building rapport with customers

Customers value the level of support and service experience they receive. It is necessary to tailor your team’s mindset from sales-driven towards experience-driven, so that they nurture the relationship with customers even after the sale is complete. Omnichannel automotive engagement is a great way to keep in touch with customers and ensure convenience, whilst helping to build your relationship over time and increase brand loyalty. For instance, you can have referral programs, where customers get discounts when they bring in their vehicle for servicing. There are also loyalty programs, where customers sign up to get rewards and product offers.

More sales opportunities

The omnichannel approach provides multiple touchpoints for customers to engage with your brand. As a dealership, you are no longer restricted to geographical constraints – you can tap into new markets and communicate with customers, which wasn’t accessible through a traditional single-channel approach. You get a comprehensive view of customer data from several channels, which provide the opportunity for upselling and cross-selling. For instance, if a customer shows interest in a particular car model online, your sales team can offer additional accessories or upgrade packages during the in-person interaction when the customer visits your showroom.

If dealerships wish to stay on top of their game, an omnichannel approach is a must. It grants more control, flexibility, and an enhanced experience to the customer, as they transition between different channels till they make up their mind. This type of strategy even saves valuable time and effort, thus boosting the efficiency of your sales team. Modera’s CRM software helps to manage customer interactions seamlessly, while breaking down the barriers between physical and digital worlds. It assists in following up leads, communication with dealers, customers, and manufacturers, and developing long-term rapport with customers post-sales!

The post The Importance of Omnichannel Approach in Automotive Retail appeared first on Modera.

Simply getting leads for your auto dealership isn’t sufficient, you have to ensure they are being managed properly, or several lucrative ones can fall through the cracks. That is why it is necessary to come up with a solid lead management strategy that can produce results in the form of increased sales.

What is automotive lead management?

Automotive lead management is the process of tracking and nurturing leads for car dealerships. Individual salespeople track their own leads based on who they have interacted with, either in person or online. These days, many dealerships are using automotive lead management software tools. Thay help to automatically segregate leads and assign them to different team members, based on numerous parameters. Car sales are a high-stakes domain, so it is essential to have an efficient automotive lead management strategy that your entire team knows how to use to their benefit. 

A look at top lead management strategies

Collect information upon first contact

Waiting for customers to get in touch later to ask for more information is a mistake. Get their information when they first come into your facility, before they even move on to a test drive. Name, email, phone number, and qualifying information like plans for financing and their preferences regarding the vehicle model – just these details can give you a lot to work with. Ask qualifying questions right from the get go so you can start compiling the data required to best serve the customer as soon as possible.

Develop a referral system

This might sound a bit obvious, but one of the best ways to generate and manage leads more effectively is to get referrals from past customers. These are clients who have come to the dealership and are satisfied with products and services. Give them a discount for any car parts they might require, on extended warranties, etc. Make sure that your dealership has a referral system in place and that your sales team is reminding customers about it regularly. Everyone loves a reward, and it is a win-win for all parties involved.

Stay updated about ongoing preferences

In an ideal scenario, a customer walks in, picks out a car they like, and walks out with it on the same day. But this isn’t the reality for most clients and it could take weeks to complete a purchase. That’s  why it is imperative to stay in touch constantly, to understand a lead’s interest in new deals or prices, various makes and models coming onto the market, and new financing options. Follow up on a regular basis – make sure to keep a record of whether they prefer to be contacted via phone or email. It keeps the customer engaged, and ups the odds of the sale being closed successfully.

Implement a lead management system

Managing leads can get complex if you don’t adopt a systematic approach – the best way to ensure that is to use a CRM-focused tool like Modera that works exceptionally well with car dealership models. You can enter details about leads, keep track of preferences, find out if salespeople are following up, and so on. It brings together teams, processes, and channels under a single unit, which improves operational efficiency, and allows greater engagement with customers at every stage of the buying process.

It is not just about quantity all the time, but quality as well, because only well-qualified leads are likely to generate more profitable sales. Leads that are poor in quality mean wasted time and effort. Follow the lead management strategies mentioned above, and try to integrate them into your personnel training module. The number of leads is always vital, but ensuring that they are of high quality is important for boosting dealership conversion rates, increasing return-on-investment, and ensuring sustainable success.

The post Effective Lead Management Strategies for Dealerships appeared first on Modera.

Are you ready for a digital revolution?

In 2023, customers are expecting more from their dealership experience than ever before. They’re looking for a convenient and seamless online shopping journey that meets and exceeds their needs and requirements with quality products and services.

As a dealership, this shift in customer preferences is an opportunity for you to expand your reach and increase sales. But how exactly do you get there? Don’t worry – we’re here to help and find out what are the best e-commerce Practices for Dealerships in 2023.

In this article, we’ll share 7 best e-commerce practices that will help you keep up with the competition in the ever-evolving world of automotive retail in 2023. We’ll dive into the steps you can take now to prepare your dealership for success on the digital stage and make sure your customers have a great experience each time they shop. Let’s get started!

1. Setting Up an Easy and User-Friendly Online Shopping Experience

Creating a simple and convenient online shopping experience is a must in 2023. Customers want an e-commerce platform that is easy to use, provides helpful product information, and allows them to quickly and confidently purchase their car or other items. To meet customers’ expectations, dealerships should make sure they are streamlining their customer journey by ensuring their website is effectively optimized for mobile usage, facilitating payment options, and offering speedy delivery times.

To make sure your online store is up to par with rising customer demands, think about the user experience you’re providing. Investing in an e-commerce platform with well-crafted search options will help customers find what they’re looking for quickly and easily. Additionally, consider adding features such as product recommendations and wish lists as subtle reminders to potential buyers that could drive more sales. Finally, prioritize creating a clear checkout process by eliminating unnecessary steps from the checkout process like requiring an account setup before purchasing anything. Taking the time to ensure that your online store meets the needs of your customers can greatly increase customer satisfaction—and ultimately your sales in 2023!

2.  Offering Comprehensive Product Information

In 2023, customers expect more comprehensive product information. Giving potential buyers access to detailed descriptions and features of the products you offer will allow them to make an informed decision during their purchase journey.

Your website should provide your customers with accurate product images, sizing charts, safety advice, installation instructions, warranty information and more. This comprehensive product information is key for customer satisfaction and helps to reduce the amount of returns your business receives as a result of inaccurate expectations.

In addition to offering detailed product descriptions for each item you sell, you can also include customer reviews or rating systems on your website so that new customers can garner insight from others who had previously purchased the same item.

3. Incorporating Automation and Artificial Intelligence

These days, customers expect an out-of-this-world service experience when it comes to their dealerships in 2023, and that means incorporating automation and artificial intelligence (AI). Automation can save time for you and your customers, as it will do mundane customer service tasks for them while they shop. AI can offer personalized recommendations or conversations with a chatbot.

Automation

Automation is a great way to free up your customer’s time. Not only can you make sure that processes like shipping, billing and returns run more efficiently and quickly, but you can also automate parts of customer service like reservations, bookings, messaging and more.

Artificial Intelligence

AI is becoming essential for any e-commerce dealership in 2023. AI gives your customers the opportunity to enjoy personalized experiences on your website by providing them with relevant recommendations related to their shopping needs. For example, if they’re looking for a new car based on a certain budget or feature set, an AI chatbot can ask questions about their preferences and then recommend the perfect vehicle for them. AI can also be used to process customer inquiries quickly and accurately.

If you want to succeed in 2023 with your dealership, you need to make sure that your e-commerce practices incorporate automation and AI. Doing so will ensure that your customers have the best possible experience when they shop with you — making them more likely to come back for more!

4. Creating Tailored and Targeted Digital Advertising

When you’re thinking about what to focus on at your dealership in 2023, digital advertising should be a top priority. Digital advertising accounts for a significant percentage of the marketing budget for most dealerships, and you should use it to your advantage.

Creating tailored and targeted digital advertising campaigns allows you to reach customers with more specific messages at the right time. By acknowledging the needs and preferences of your customers, you can provide them with a more personalized buying experience.

Here are some things to consider when creating digital advertising campaigns

• Who is your target audience?
• What types of ads do they respond best to?
• Where will you post your ads?
• What kind of messaging will resonate with them?
• How often should you run your ads?

Once you’ve identified the key elements of successful campaigns, you can use this knowledge to create campaigns that reach the right people—and help boost sales in 2023.

5. Utilizing Data to Personalize Shopping Experiences

Data is key when it comes to personalizing shopping experiences. In 2023, customers are going to expect a highly customized and personalized shopping journey. To do this, you can collect data from customers to get an idea of their preferences and needs and then use it to create a tailored experience.

Using data can help you better understand your customer’s buying habits and use that information to target them with relevant offers that drive sales. For instance, you can:

• Analyze customer reviews to understand what customers really think about your dealership
• Monitor social media for customer feedback
• Utilize customer segmentation to better target each individual’s preferences
• Use AI-driven chatbots for personalized assistance during their shopping experience

 By leveraging the data that you have at your disposal, you can create more targeted campaigns that will resonate better with your customers in 2023. This will boost customer satisfaction and loyalty, as well as increase sales for your dealership.

6. Enhancing the Shipping Process with Logistics Solutions

Do you want to make sure your customers have a stellar e-commerce experience? Utilizing logistics solutions is the way to go.

Logistics solutions can help you in lots of ways—you can use them to track and monitor shipments, as well as get valuable data that can help you improve your overall customer experience. Plus, using a logistics solution helps ensure that orders arrive on time and intact, which is always a plus.

7. Logistics solutions can give you the edge over your competition in 2023 by:

• Giving customers visibility and control over their orders
• Automatically calculating the lowest shipping cost for each order
• Creating an easy-to-use return process
• Streamlining your entire order fulfilment process

• Incorporating third-party logistics services into your offering so that customers have more options for delivery
• Incorporating pick, pack and ship tools so you can quickly fulfil orders with minimal effort
• Implementing customer service channels for real-time support

7  Auto dealership car ideas to help your customers in 2023

So, what exactly do customers expect to see in 2023 when it comes to auto dealerships?

• Well, for starters, customers want convenience. To make their experience better, you need to offer a variety of services that make their lives easier. Here are seven ideas you should be implementing at your dealership in order to help your customers:
• Offer online vehicle research and buying. This means having a comprehensive online portal that allows customers to search for vehicles, compare prices and features, and buy the vehicle without ever stepping foot into the dealership.
• Give customers access to up-to-date inventory information. Customers want to be able to easily find the exact car they’re looking for without wasting time going from dealership to dealership. Online portals should include detailed information on each vehicle’s features and specifications.
• Allow customers to schedule service appointments online or through an app. This helps save time since they don’t need to call the dealership or show up in person in order to book an appointment.
• Offer financing options that are tailored specifically for each customer based on their credit history and other factors. This will give them more options and make it easier for them to find a loan that works best for their budget.
• Provide helpful resources like maintenance tips and owner’s manuals that are available online so customers can easily access them any time they want without having to come into the dealership or search through paper documents.
• Make sure your website is mobile-friendly so customers can access all of your services from their phone or tablet with ease wherever they are in the world!

Conclusion

The customers will be expecting dealerships to have a top-notch e-commerce presence. Take advantage of the seven best practices discussed here to make sure that you are providing the highest level of satisfaction for your customers. A well-rounded e-commerce presence will help you capitalize on the current shift towards online shopping and increase sales in 2023.

Whether you opt for an all-in-one package or customize your e-commerce platform to suit both your customers and your business, the key is to offer an experience that your customers can trust. So, make sure your website is optimized for mobile and keep an eye out for up-and-coming trends so that you can stay on top of the game. Take the extra steps and you’ll be sure to reach success in 2023 and beyond.

The post 7 Best E-commerce Practices for Dealerships that Customers Expect in 2023 appeared first on Modera.

In this automotive CRM case study, we find out how City Motors AS was able to increase the efficiency and revenue of their dealerships, whilst improving their customer experience.

Quick facts

• Client? City Motors AS
• What they do? Official representative of Renault, Dacia and Nissan in Estonia.
• Where? Estonia
• Range? 5 dealerships: Two in Harju County, one in Tartu, Narva and Kuressaare

Challenges faced by dealerships

Having been on the market for over 20 years as the official representative of Renault, Dacia and Nissan vehicles in Estonia, City Motors knew the importance of keeping up with current market trends and making sure their dealerships reflected that. The company had been using solutions and products by a reputable company for years, but was starting to realise that one-size-fits-all type of systems meant for a wide range of industries might not be the perfect fit for them.

City Motors was looking for a solution that was created with the specific needs of the automotive industry in mind. They found themselves struggling to keep up with the increasing demands of factory needs, as well as needing a reliable CRM solution to manage leads, customers and relevant data. On top of that, the company was looking for a solution that would allow all of their dealerships to have access to real-time stock. It was also important to create a modern and user-friendly website to accommodate the increasing customer interest in online shopping, whilst reflecting the real-time availability of products and vehicles in stock. 

Finding the perfect fit

On their hunt for the perfect solution to help tackle the above challenges, City Motors decided to give Modera Software a try. Knowing that Modera’s solutions were created specifically for the automotive industry, taking into consideration the special needs and requirements, City Motors was hoping the solutions would be the answer to their problems as well.  

The cooperation started in 2020 and consisted of two phases. The first step was to start adapting the existing processes to Modera’s CRM solution. Much to the company’s delight, the implementation process was fairly easy and the positive impacts of the change didn’t take long to show. The second phase included the implementation of Modera’s Webfront solution, as City Motors was looking for a single system that would be easily manageable and would reflect real-time stock across all of their webpages. 

Smooth cooperation

Thanks to Modera’s thorough knowledge of the industry, the implementation process of new solutions was easy and gave City Motors more confidence in their decision to try a new approach. Not only did the implemented solutions help City Motors in their daily operations, increasing the efficiency across all of their dealerships, but the company was now able to analyze and measure their performance in detail. This helped identify any bottlenecks in their processes and make improvements where necessary. 

Another benefit the company was able to enjoy thanks to the cooperation was the fact that their webpages were running smoothly, whilst providing page visitors with a seamless and user-friendly experience. 

From the beginning of the cooperation, one of the things City Motors valued most about Modera was how flexible and accommodating they were. It took several changes and customizations until the client was fully happy with the look and feel of their webpage, and they highly appreciated the patience and understanding Modera showed throughout the process. In the end, the custom solution created for City Motors was just the webpage they had been looking for. 

Main solutions implemented

To tackle their main challenges, City Motors implemented a number of Modera’s solutions. Webfront allowed them to have a beautiful and professional looking webpage, whilst Salesfront provided the perfect solution to manage stock centrally and make sure that all of their dealerships had a clear real-time overview of the inventory. Modera’s CRM solution helped increase the efficiency and productivity across dealerships, while ensuring customers enjoyed great and highly professional service.

Road to success

After implementing Modera Software solutions, City Motors has been able to improve the efficiency and operations across all of their dealerships. They benefit from a single system reflecting real-time stock, whilst having a reliable website and customer management system. 

City Motors understands the need to adapt to changing customer behaviour and demands, including the possibility for customers to go through their vehicle purchase process online. With a user-friendly website, easily manageable CRM system, and a flexible partner ready to meet any special requirement, the company is now set for all that the ever-changing automotive industry might have in store in the upcoming years. 

The post City Motors’ Road to Success appeared first on Modera.

You must have heard about Customer Relationship Management Software and Dealer Management Software being used at car dealerships these days. The reason is simple – to offer an exceptional car buying experience. So expecptional that customers spread positive word-of-mouth, are satisfied with services, and eventually return as repeat customers. But do you need both Automotive CRM and DMS? What is the difference between the two? Let us find out!

What is automotive CRM Relationship Management Software (CRM)?

An automotive CRM software, enables businesses to enhance their relationship with existing customers. And also to find new prospective customers or win back former customers. When your dealership generates revenues by selling cars and offering after-sales services to customers, then CRM software is a must. Unless all of your new customers simply walk into your store, you have to invest significant time in luring them. Dealerships generally hire salespeople to get new customers. But in order to be efficient and productive, even the best salespeople require a system to help them. That is why you require a CMS as it offers the following benefits:

• Better customer satisfaction.
• Boost in revenue.
• Better internal communication between departments.

There are many advantages to using a dealership CRM software, but it is important to find DMS that syncs with it as well.

What are the 3 types of CRM systems?

The right CRM system can help your dealership communicate with customers and create a healthy, long-lasting relationship. But before purchasing automotive CRM software, it is imperative to understand the differences. There are three main types – operational, analytical and collaborative. Once you know more, you can determine which is the best suited for your business.

A CRM system manages and analyzes customer data and interactions to improve customer service, aid in retention and drive sales growth. Over time, the number of tools and functions of a CRM system has expanded to cover every period in the customer lifecycle. But how does a dealership know which of the three types of CRM system is right for it? Let us take a peek:

1) Operational CRM

Operational CRM streamlines various processes for customer relationships and helps apply them to the central business process. It is used to generate leads, convert them into contacts, and provide the service infrastructure needed to retain customers. And also blends all business processes, such as customer service, marketing and sales, into a single unit within a dealership. Its primary goal is to help streamline business operations, centralize customer interactions and sales, marketing processes, and service and support efforts in one place. Moreover, it stores information on customers, leads and employees using a shared platform to better support existing and potential customers.

A CRM system manages and analyzes customer data and interactions to improve customer service, aid in retention and drive sales growth.  An operational CRM system captures customer details and uses them to provide service across the customer lifecycle. Including marketing, sales and service automation. Take a look:

1.1.) Marketing automation

While marketing activities help businesses communicate information about their products and services to their existing and potential customer base. Automation aims to find the best way to offer products and approach potential customers using campaign management modules. Marketing automation also helps dealerships decide on effective channels. Such as email, phone calls, ads on social media and more, in order to target potential customers.

1.2) Sales automation

Sales automation organizes information to help businesses meet customers’ needs and increase sales more efficiently and effectively. It includes various CRM sales modules such as lead management, contact management and sales forecasting.

1.3) Service automation

This component is the connection point between service reps or teams and customers. Its functionality covers many things, including setting up inboxes that aggregate customer emails, coordinating live chats and setting up chatbots. Further, service automation provides ways to delegate service tasks to reps via ticketing systems and can include knowledge base or FAQ pages as additional features.

2) Analytical CRM

It enables organizations to better understand the data gathered on customers and their interactions with the business. It is a vital resource for turning large amounts of data into actionable insights. The primary goal of an analytical automotive CRM is to leverage customer data into trends and actionable insights the dealership can use to improve the customer experience. Data from an analytical CRM can include customer preferences, channels, touchpoints, trends, forecasting and more.

Analytical CRM systems do a great job when it comes to helping dealerships parse large amounts of data. It helps devise strategies to develop new leads, increase customer retention and create efficiencies for the sales and marketing departments.

However, while analytical CRM systems can help understand a large amount of data, they can also be more technical and difficult to understand without dedicated staff. Additionally, the insights gleaned from the data are only as good as the data entered. And inconsistent entries can skew the results. Analytical CRM systems are best for mid-size and large businesses that gather large amounts of data and want to distill that data into trends and insights.

3) Collaborative CRM

Also known as strategic CRM, it bridges the gap between teams and departments to share information and create a hassle-free customer experience. It enables different teams or functional areas in an organization to share customer data. The result is that everyone uses the same knowledge base about the customers to make decisions. It is imperative for creating a holistic approach to managing customer relationships. While operational automotive CRM tools often focus on marketing and sales, collaborative CRM systems focus primarily on customer service. A collaborative CRM system has two components:

• Interaction management – it tracks the touchpoints between a business and its customers through various communication channels. Interaction management helps the dealership manage and keep track of each exchange to ensure customers are not over-communicated. If that happens, customers might feel like they are being hounded and block all forms of communication from the dealership.
• Channel management – it uses the information gathered from interaction management to help identify the best communication channel to use for a particular customer.

This type of CRM system works to improve the information shared between the sales, marketing and customer support departments. Since these teams work separately, a collaborative CRM tool can help break down those silos to address customer needs and manage customer relationships effectively. However, given this system’s interdependent, collaborative nature, it’ is essential to use it correctly. Otherwise, the connection between touchpoints could break down, and the customer experience will suffer. Dealerships that operate across multiple locations or work in siloed teams can use a collaborative CRM system to streamline how they gather customer information and communicate with them.

What is a Dealership Management System (DMS)?

A dealership management system (DMS) is a business management software provider for dealerships to help them manage their day-to-day business activities. But most systems tend to be generic and are a one-size-fits-all solution for different businesses. The generic options aren’t equipped to handle more specific requirements tailored to the automotive industry, such as parts and service management.

What does a DMS do?

Consider the various departments of a dealership such as sales, finance, customer service and so on. A dealership has a lot of moving parts, which is why it requires tremendous organization to keep those parts running smoothly.

Some dealerships still keep track of departments manually by using pen and paper or a punch card system. These methods slow down processes and leave room for human error. Although using different systems for various departments may work for a period when your dealership is still small, the problem is that these older techniques can’t meet the requirements of a growing business.

While dealer management systems have advanced significantly over the last few decades, many industries still lack industry-specific, “all-in-one” systems. Systems that are customized as per their business model. Dealers will benefit most from a fully integrated DMS that streamlines all the operational areas of a dealership in one place. Allowing the different departments of a dealership to operate seamlessly with one another.

Why is DMS required?

Pretty much every dealership can benefit from having a DMS. Be it sales, finance, service, parts, or IT, a DMS allows dealers to manage all aspects of their business and reduce inefficiencies between departments. Anyone at a dealership can use a DMS to boost productivity and efficiency, including service managers, accountants, technicians, and more.

Although there are many DMS solutions out there, you will have the most success choosing the one that caters specifically to the automotive industry. Ultimately, it is not the computer system that will solve business problems – it is the people who solve problems. But if you spend several hours trying to figure out what the problem is, then you have less time fixing it. The challenge is that as your dealership expands, your problems become more complex. Dealers with multiple locations or that are expanding fast may find that switching to the right DMS solution will help increase their efficiency. And resolve those complex problems faster and more effectively.

The good news is that there are dealership management solutions created for specific types of dealers. But if you are not aware of the available options, you may end up with a disappointing generic platform. At the same time, it is indeed difficult to sift through all the generic options out there to find your industry-specific DMS.

What is the relationship between Automotive CRM and DMS?

In order to use the information provided by the automotive CRM in an effective manner, you need DMS. The CRM system collects loads of data about customers in the form of emails, surveys, notes, call records and more. Most of the time, your employees are working with a CRM system in order to find new customers or sell to existing ones. But customer relationships require a lot of paperwork. Your employees may have to generate new sales contracts, find existing paperwork, or add specific sales orders to your customer files.

If employees constantly have to leave your CRM in order to search for emails, contracts, or other documents, means they are spending unnecessary time and effort on non-productive tasks. Switching between tasks can cause staff to lose focus. In the meantime, it takes a lot longer to respond to your customers. And to get the job done because your employees are searching for documentation. That is exactly why you should integrate the CRM and DMS systems.

Should you use automotive CRM and DMS together?

If your salespeople can work inside of your CRM and generate new business, they are doing what they do best. Integrating your CRM with DMS ensures that they are finding new customers instead of hunting down paperwork. Or collecting new paperwork outside of your CRM. While integrating your CRM with your DMS may only save your salespeople a few minutes on each transaction, this time adds up.

CRM is essential for your business, and DMS is an essential office solution for information management. Switching to a paperless office with dealer management software is also important if you don’t want to waste time looking for paperwork. Fortunately, Automotive CRM and DMS can work well together, as long as you choose the right solution.

Regardless of what type of CRM your company uses, dealer management software is necessary to connect the dots. Your CRM provides you with important sales data while your document management software collects internal information, too, including your financial data. Your DMS helps you organize all of your documents and records in a meaningful way. Instead of searching through files on your employees’ computers, emails, or filing cabinets, there is only one place you need to search when you need a document.

Why is CMS and DMS integration necessary?

Automotive CRM without DMS is like a car without fuel, only worse. Think of customer relationship management, as a perfect library where everything is tidily arranged. It manages your client relationships and organizes all the information about your interactions with customers.  But even with that treasure trove of information, you still need to do some heavy lifting to effectively useit. That is where DMS plays a crucial role. Adopting a full integration is where you really start to see results, with reductions in labor hours of almost 50%, all while reducing costs across the board. Simply put, Automotive CRM and DMS integration is the way of the future.

What is the difference between Automotive CRM and DMS?

CRM centralizes your business’s information about customer interactions, automating interactions and outreach while tracking customer journeys. Whether a customer is making a purchase, getting help, or interacting with one of your ads. CRM takes all that data and rolls it up into one tidy package. 

DMS is also all about centralization. It streamlines business operations by taking your documents — from contracts to text files to emails, scans, and more — and organizes them in an easily manageable repository. So what are the benefits? No more wasting time searching for the right document, and no more waiting to seal the deal. 

So how does a Automotive CRM and DMS integration work?

Think of it this way. Your CRM gives you a more complete picture of your customers and tells you what you need to do. DMS lets you actually do it. In real-world terms, your employees might work with a CRM to sell more cars to customers, while the DMS provides them with contracts and other paperwork to speed up the process.  Automotive CRM and DMS can save your business time and money on their own. But put them together, and the positive results can be exponential. Integration of automotive crm and dms can help in the following way:

• Workflow automation – with an integrated system, sending documents over email is a thing of the past. That means no more missing contracts and no more lag-time. Your documents are automatically organized and sent to the right place by your CRM. Exchange-heavy processes such as onboarding and training can be sped up dramatically. 
• Costs savings – your business is trying to generate and find new customers. CRM makes that process easier, but adding DMS to the mix kicks it up a notch. Every minute not spent chasing after a document is another minute that can be spent making sales and boosting revenue. And over thousands of interactions, that time-saving quickly adds up to significant cost savings.
• Time saved on manual data copy-paste – a DMS will keep your documents organized, but filling them out can still be a labor-intensive process. Integrating with a CRM system means that document templates can be auto-filled with the right information. In other words, no more manual copy-and-pasting, so hours are saved.

In summary

For salespeople and customer representatives, Automotive CRM and DMS (dealer management system) integration can speed up every interaction with customers. For project managers, a smoothly functioning team is the dream. And if you are not hunting down documents, it frees up more time for big-picture thinking and high-level strategizing. Ideally, it is best to have both software at a dealership, so it can function smoothly, but please conduct sufficient research on the types of automotive CRM and DMS available so you could decide which is the best suited for your business.

The post Difference between Automotive CRM and DMS? appeared first on Modera.

Yes, you might not have even heard of social CRM, and could even be skeptical about it. It is at times, tough to distinguish the hype around social media from the genuine value it can bring. But social CRM isn’t a gimmick, and it doesn’t ask you to restructure the business or start anew! Social CRM simply adds a social dimension to the way you think about customers and your relationship with them.

What has been the scenario till date?

Until now, customers’ social media activity has been something of a closed book – a channel of communication that was not trackable, measurable, plannable or improvable. With social CRM, that has drastically changed. By adding the critical social media channel to your existing CRM systems, you can combine everything you already know about each customer, prospect and lead with new information about their social media activity. So when a customer decides to contact you via a social media channel like Twitter or Facebook, you can track and manage the conversation in as much detail as you would for a telephone or email enquiry. You can act faster, respond better and anticipate your customers’ needs.

Why is social CRM important these days?

So your marketing department is diligently creating and publishing tweets, Facebook posts, YouTube videos and more – all carefully crafted to make the most of each channel and designed to encourage sharing, retweeting and customer engagement. But the audience isn’t paying attention.

Meanwhile, your customers are elsewhere on Facebook and Twitter, having conversations about your organization – discussing you, recommending you, complaining about you and even trying desperately to talk to you. But they aren’t getting the answers they want.

This is where social CRM plays a crucial role. A customer relationship management platform that integrates social media gives you access to the same level of insight you have for more traditional channels, plus the ability to use social tools for communicating internally. You can monitor, track and benchmark your social media communications using familiar tools, dashboards and metrics.

With social CRM you can place the customer right at the centre of your organization. No more forcing customers to use the channel you prefer! No more losing track of issues when they change channels! You can engage and respond to customers individually and in the way they choose, without compromising your ability to track and manage communications on a global scale. You have both a broad overview of your brand’s reach and a granular, detailed view of each customer interaction.

Customer service, marketing and sales all benefit from a more dynamic, complete picture of each individual customer, and can make use of social tools to communicate between themselves. Your customers see an organization that listens to what they want and responds in a way that suits them, across multiple channels. It is a win-win for everyone.

What are the benefits of social CRM?

The combined promise of reduced cost and increased effectiveness is a heady one for any marketer. And while social CRM has a valuable role to play in customer services and sales, it can also revolutionize your marketing effort. It can change your understanding of brand reach and perception, while giving you access to a wealth of new information about customer behavior and opinions. Social CRM can help you deliver:

• Greater exposure in the places where your audiences spend their time.
• Increased engagement and deeper relationships with customers.
• Increased web traffic and conversions and higher search rankings.
• High-quality inbound leads that turn into revenue faster.
• More efficient marketing budgets with higher returns.
• Faster marketing campaigns with better targeting.

So how can social CRM be of use to you?

One of the strongest elements of the business case for social CRM is the integration of business functions it allows, with sales, marketing and customer support all able to cooperate in an infrastructure based on the individual customer. But each discipline can also expect to see its own benefits.

Sales

Sales teams can expect to see an improvement in retained and referred business, as customers become recommenders and advocates; and that leads to increased revenue.

Marketing

Marketers can use social CRM to increase reach and cut costs, while improving customer tracking and measurement.

Customer Service

By tracking and managing customer contacts across channels and business functions, customer service teams can deliver dramatically better service. 

To sum up, social CRM can be used to:

• Deliver customer support via the social media networks your customers are using.
• Interact and engage with customers in real time.
• Talk to each other so that customers get the best help.
• Monitor social media for complaints and resolve issues quickly.
• Find and reward brand advocates and customers who help others.

There is no secret formula involved for customer service on social media. In fact it is an opportunity to get the basics right and provide excellent responses to customers in the way they choose. By enabling you to track social interactions with customers using the same sophisticated tools as you use for other touchpoints, you can deliver faster, more complete resolutions to customer service cases from across your business – and that means happier customers. Keep in mind that it is not only about reacting. Using monitoring and tracking tools, social CRM can help you to identify and reward brand advocates and influencers, encouraging them to spread the word still further.

The post What is Social CRM? appeared first on Modera.

How to Set up a Car Showroom

Those who have a passion for sedans and roadsters, and possess an entrepreneurial flair, should seriously think of setting up a car showroom. But keep in mind, it requires a lot of startup capital, extensive licensing, legal provisions and brand partnerships, and much more. But if you can execute it properly, it can be a significantly lucrative operation, with huge room for expansion. Let’s get started and see how to set up a car showroom!

Check out what the numbers say

The amount of startup capital could range from a few hundred thousand dollars to a couple of million, depending upon the type of inventory you wish to stock. Of course, you can also anticipate higher startup costs if you are franchising brand-name vehicles than if you are dealing in local second-hand cars. Some expenses are one-time, while others are on-going. These are the type of costs to bear in mind:

• Rent for the lot, parking, garage, business office and service centre.
• Early inventory.
• Technology such as computers, phones, printers, dealership CRM software, website development etc.
• Employee salaries.
• Bonds and licensing.
• Franchise fee (if applicable).

The type of dealership matters

Do you wish to be a franchised reseller of an existing, established brand, or an independent front? What about selling new or used cars?

• Franchise – entering into an agreement with big automakers and getting a license to sell their vehicles.
• Independent – no contracts with a major auto manufacturer, so you have a wide selection of brands in your showroom.
• New – selling only new vehicles that are the latest models.
• Used – selling vehicles that are second-hand and could be as old as a decade.

Depending on your financial situation, it is important to consider which business model is more doable.

Take care of legal requirements

There is an enormous list of legal requirements you must adhere to. Although it isn’t possible to cover all, here are some of them:

• Visit a state or provincial government location and apply for a business license and a dealer’s license. 
• Pass a criminal background check or conduct a personal questionnaire from a licensing department. 
• Pass a mandated deal training course and an inspection of your dealer premises. 
• Obtain an employee identification number and state/provincial tax number. 
• Apply for several dealer plates and pay the necessary fees. 
• Abide by full disclosure regulations on all known mechanical issues with your fleet of used cars (if applicable). 
• Submit copies of your insurance policy and auto dealer surety bond agreement.

Depending upon your jurisdiction, there could be additional compliance requirements as well.

Don’t skip market research

It is imperative to conduct market research to know about the demand for your products and services. You are managing an extensive selection of significantly-priced automobiles, so you have to be thorough.

• Find out the number of vehicles sold in your vicinity over the last 12 to 18 months.
• Compute the currency amount of sales for your types of products and estimate how much of it you can actually attract.
• Determine the types of cars most sold in your area (sedans, trucks, sports cars, etc.). It would also be prudent to identify the brands of automobiles, too.
• Decide how you will advertise your showroom and what kind of marketing campaigns you will initiate. 
• Identify either your ideal customer, or a typical consumer in your area (age, gender, employment and income level). 
• How many existing car dealers do business in your market? This is necessary for assessing competition.
• Learn where most motorists get their vehicles serviced, such as a dealership or local repair shop. 

Keep in mind that this is a massive entrepreneurial investment; you need to think about every avenue of the industry and consider all possibilities. It is critical to understand who will be your primary demographic and how you can pad your bottom line.

Do obtain licensing and insurance

A fully-fledged dealership has to go through proper channels to ensure that it possesses sufficient licensing, insurance, and bonding. Without these features, your showroom and dealership is always under threat of being shut down, or could face legal hurdles. Moreover, all dealerships need to purchase comprehensive insurance coverage. The most common insurance products are general liability, lot coverage, inventory loss and property damage. With bonding, you will need a surety bond, so you are shielded from contract defaults, whether it is with a wholesaler or a vendor.  A surety bond is critical to safeguard your transactions, even if they are completed with the most reliable third-party. After all, you never know what can happen. 

Hire the right people

Of course, there is no point in opening a car showroom if you can’t hire adequate sales personnel. Being a salesperson isn’t easy at all! It requires a knack, flair and strong perspicacity. Whether you sell used BMWs or a new Honda Civic, every sales agent needs to apply a diverse array of strategies to execute a transaction. It is of the utmost importance to communicate effectively with potential customers. Don’t worry – some of the initial transactions might not be successful, but your employees will learn as you grow over the years.

There are many more aspects involved when it comes to setting up a showroom, so you have to cover all the bases before getting started. Knowing how to set up a car showroom means building an inventory, assessing a service department, establishing an online presence, etc. are equally important. So make sure you don’t miss out anything!

The post How to Set up a Car Showroom? appeared first on Modera.

Selling vehicles has now become tougher than ever! Not only has the competition intensified, but the Covid-19 pandemic has totally changed buying behavior of customers. It is imperative to understand and brush up on car sales psychology to stay a step ahead. In this article, we will talk about how to boost vehicle sales in your dealership. 

The car selling process has swiftly evolved!

The future of auto sales is rapidly shifting gears. Why? Vehicle buyers want to spend less time at dealerships. Instead they wish to start the car buying process online itself. But how can dealerships adapt in this digital age?

The process of selling cars used to be a well-oiled machine; complete with print ads and billboards, but that is simply not enough anymore. If you think about offering lucrative discounts, even that won’t be sufficient! It is because the price point (and every other detail) of every comparable car within 1,500 miles is at the customer’s fingertips, so even a low price can’t guarantee a sale.

Charisma and a friendly demeanor do help to sell vehicles, but what do you do if customers don’t come to your dealership in the first place? You can’t just wait for customers to stroll in. You need to actively achieve face-to-face time with them before they even step foot in your lot. It is imperative to step up your marketing efforts and advertising – potential customers have to know about the dealership and what it offers.

Here are the 11 tips to improve car sales:

1. It is important to learn your customers’ names and remember them

You are in the business of selling cars, so a name carries a lot of meaning. If you want to boost sales in your dealership, it is imperative that car salespeople are trained to learn and remember names. It includes those of current and potential customers.

In this day and age, communication with a personal touch has dwindled. Emails, text messages and other types of marketing have lost their authenticity. According to a survey by Segment, 60% of customers are likely to bring in repeat business, when their shopping experience is personalized. When you use a customer’s name in communications and tailor content that pertains to their interests, it helps to create a great first impression. Not only that, but you can build rapport and establish trust by making customers feel like they are not just another email address or phone number.

A good car salesperson will learn a customer’s name as soon as they get an online lead, send them an introductory video email and use the customer’s name in the message. It should be exactly like they are talking casually to a friend. The mission here is to make the customer feel like they matter, establish trust, get them to come into the showroom and, ultimately, buy a car.

2. Tap into your customer’s needs

One of the best ways to sell cars successfully is to figure out what customers want and deliver on expectations. It means you have to ask the right questions and listen twice as much as you talk.  Identify pain points such as:

• Specific features needed.
• Financing and credit limitations.
• Main uses for the vehicle (labor intensive, weekly mileage, etc.).
• A previous issue with a vehicle that caused stress and grief.

Thanks to the pandemic, customers have moved a major part of their car buying process online. They spend an average of 13-15 hours conducting research. It is safe to assume that most of them have a specific make and model in mind by the time they step into the dealership.  Ask them questions like:

• What brings you in today?
• What sort of features are you looking for?
• Will you be the primary driver of this car?

Thus, you can pitch them similar options and open up a wider selection of cars to choose from that they probably haven’t even considered.  These questions provide context about what your buyer is looking for, their budget, and who you are selling to. Their answers also allow you to cross-sell or upsell. If the customer lists safety as a must-have, consider upselling them on a four-wheel drive package or pedestrian alert add-on.

Remember, you have to show the customer their dream car, and other similar options, before they even come into the dealership. How? Simple – send them walk-around videos. The idea of this video is to get them into the dealership with an open mind and driving off the lot with a car. Combine this knowledge with their name, so even if they don’t buy from you the first time, you can start the conversation off where you left it when they drop in again.

3. Show that you have adequate knowledge about the buying process

Once you are introduced to potential customers, they are bound to ask questions. Now if they can look up everything from Google, they won’t bother getting in touch with you. Customers are more informed than ever before because:

• They get access to the vehicle inventories across the whole country.
• They have detailed reports regarding any makes and models.
• They probably have also already initiated at least one or a few conversations with other dealerships and sales professionals through email or some other digital communication medium before talking to you.

But only you can give them the full picture along the car buying process – not Google. To stand out in the new level playing field, give prospective clients direct answers to questions, on a more personal level via automotive video email. It allows you to give them a great car buying experience. Don’t contradict your customers as it could be misinterpreted as condescending.

4. Never mislead buyers

While you are advised to answer questions, please do so honestly. If you don’t know the answer, tell them you will get back, find the answer, and then provide it. For instance, say that a customer notices that a door on a car is a little off-center and has some chipped paint. They ask you about is it and you say it isn’t a big deal, and a fresh coat of paint would cover it up. In actuality, the car was in an accident but you didn’t look into it nor did you apologize for not mentioning it in the first place. This type of situation should always be avoided. Even if the customer never finds out about it, you shouldn’t give a misleading answer.

Another area you need to be upfront about is the costs associated with purchasing the vehicle. There is the processing fee, the tax and registration fee, the licensing fee, and so on. You have to step in and let the customer know about fees before they sit down and get ready to pay for the car. The fees aren’t the problem, as every service has a price. The problem is keeping it under wraps until the very end and blindsiding the customer.

5. Build rapport and make eye contact

If you notice the customer has become quiet, or is shifting uncomfortably, stop selling and focus on rapport. Continue to push an overwhelmed prospect or selling points, and you risk alienating them and losing the sale.

Instead, ask them what they like to do on the weekends, what they do for work, or where they are from. These questions are non-threatening and easy to answer. Once their body language relaxes, you can ease back into the sales process, by talking about their preferred makes and models. This steers the conversation back to the sale and averts a crisis of cold feet.

When the prospect speaks, make sure to hold their gaze. Look directly into their eyes and give a warm, comforting smile. It is important to make them feel at ease. If they are put off by your demeanor, they will think you are uninterested in selling the vehicle to them. It won’t take five seconds for them to walk out after that.  Remember, it could be difficult for some people to make or hold eye contact. If someone is avoiding your gaze, be sensitive to their needs and hold a soft gaze that doesn’t put them on the edge.

6. Make sure to treat customers equally

When potential clients arrive at the dealership, never assume anything about them. For instance, don’t think one makes more money, so they will be investing more. When talking to them, it is important to make them feel included in the decision-making process. Show that they are a valued part of the purchasing process by asking questions, and paying attention to what they say.  In addition, don’t judge customers by their appearance. Don’t assume that someone who comes into the dealership wearing a suit will invest more than someone who comes in wearing a pair of cut-off jeans. You may discover, the customer with the cut-offs is willing to invest more in their ride than their wardrobe. It is necessary not to make snap judgments.

You need to be patient with all your customers, especially those who don’t like making financial decisions. But you have to keep an eye out for those who potentially take you away from deals that are more likely to close. They are known as tire kickers. They don’t fit the ideal customer profile, don’t research the sales solutions they require, and most importantly, can’t afford what you sell. If someone is coming into the dealership every day for a week, and going for test drives on multiple cars without making a decision, it is a red flag to watch out for.

7. Don’t talk trash about competitors

When potential customers come into your dealership, and say they received a better deal at your competitor, resist the urge to trash-talk. Instead, focus on what makes your dealership different. So ifsomeone comes into the dealership and tells you how the competitor is offering more discounts on the selling price, take a moment. Then convince them how your dealership offers the best after-sales service, how you are available to address their concerns, etc. You can even throw in an extended warranty too!

8. Be firm with your price, but don’t push it

You should know when to make the sales pitch and start talking about price. When you know the buyer is in love with a car and ready to buy, that is a good time to ask, “Are you ready to buy this car today?” and if the reply is “Yes” then you can start discussing cash down, monthly payments, trade-in values, and more. Tell the car salesperson to involve the sales manager in the conversation to help negotiate price, maximize the dollars for the dealership, and offer a fair deal to the buyer.

It is imperative that you avoid the hard sell. If you are too insistent, the customer is likely to back off, and not come back. Remember, the customer is probably interested in buying, but they don’t want the salesperson to know it yet, for fear of dealing with the hard sell.  One way to avoid this tension and eventual haggling is to be upfront with the price. This way, the potential buyer knows the price of the car right off the bat and they can simply choose to buy the car for that price or walk away. Be more honest about how low you are willing to go instead of posting a price that is the highest possible.

Selling cars require a lot of patience. It is not just about selling a toy, books, clothes or makeup. This is one investment that will last for years, so customers are wary before purchasing any vehicle – be it used or new. As ironic as that sounds, people want to buy, but they don’t want to be sold to, so it is important that you don’t come off as desperate or pushy. If they aren’t ready to make a decision immediately, it is fine. Tell them to take time, think it over, and then decide. Send a video thanking them for touring your dealership and how much you look forward to their next visit. Keep cultivating relationships, be patient, and your efforts will surely pay off.

9. Don’t discuss payment until the price is finalized

It is advisable to discuss the price in the last part of the journey. When you ask a customer if they are ready to buy, and they answer in the affirmative, only then should you discuss price. Payment, cash down, and trade-in value are all part of this process. Wait until the buyer is in love with the car and ready to buy. Then, leverage your sales manager to negotiate a price that will give your buyer a fair deal and maximize the dollars in your dealership’s pocket.

The biggest mistake you can make is to ask what kind of payment a customer is looking for before even discussing price. Car salespeople should be trained that they never begin talking about payment first. They should, however, be considerate in addressing the customer’s budget and financing concerns.

10. Don’t forget to follow-up after a sale

Once the customer drives off the lot with their car, it doesn’t mean your work is done. Remember, the idea is to build a long-term relationship with the customer. It not only results in repeat business, but they spread positive word-of-mouth regarding the dealership.

One of the strategies to being successful is keeping that customer for a lifetime either by getting them to come back or garnering referrals. After the sale, you should follow up and check how they like the car. Call them after a week and ask if they are facing problems with the vehicle. If they are, try to prescribe suitable solutions. Encourage them to leave a review or testimonial on your webpage or social media. Request them to send referrals if possible, and thank them for their business as well. This is best done through personalized communication, like a video, where you can show sincerity. Small gestures like these leave a lasting impression.

11. Stay on top of marketing online initiatives

Since buying behavior has changed drastically in the last two years (a major part is done online), it is time for all dealerships to adapt. Online marketing is essential nowadays, if you want your business to thrive. It requires clear and consistent messaging to get people through the door. You can do it with compelling video content on social media and other online marketing platforms. Make interesting videos about your team and culture, walkarounds, giveaways and service center specials, vehicle maintenance tips, etc. Be an automotive expert that existing and future customers can trust, so they will be convinced to purchase from your dealership.

The economy is slowly rebounding, so it is time to ramp up on strategies to drive more customers into the dealership, increase vehicle sales, and boost revenue. Follow these pointers, tweak them a bit if necessary, and you shall soon clock more sales!

The post Car Sales Psychology – 11 Tips and Tricks to Sell Better appeared first on Modera.

The automotive industry is evolving quickly, so dealerships have to adapt in order to meet demands from both the sector and customers. Similarly, the car buying process has undergone a drastic change – what worked a couple of years back, won’t necessarily pass muster now. So when it comes to selling used cars at your dealership, it is time to rethink strategies!

Here are a few tips to help you along – take a look:

1. Engage virtual shoppers

A chunk of customers begin the car buying process online, by conducting research regarding preferred makes and models. Having an informative, engaging, easy-to-navigate, and professional-looking website is a must. It is the touchpoint for virtual customers as they check out the used car inventory at your dealership. Your website is a digital showroom that kickstarts their journey as a prospective buyer!

2. Tap into the power of social media

If your dealership isn’t on social media, you are missing out on a great opportunity. It is an excellent way to interact, engage, and ultimately sell to millions of people. For instance, you could upload a virtual test drive video on YouTube. Watch time of test drives increased massively in the last two years, so the video might attract potential buyers this way. Shine the light on your showroom and give social media users a sneak peek as to what you can offer via a video uploads on Facebook, Instagram, LinkedIn and Twitter. It is time to position your dealership as industry experts if people want to buy used cars. You can also use social media to interact with other dealerships and the local community.

3. Target the right audience

Remember, you are in the business of selling used cars. Thus, your marketing strategy has to be different from those of brand new luxury Porshe and BMWs. The prospective groups you are targeting have vastly different concerns, questions, wants, and requirements, as compared to those investing in a new car. They are concerned about how many miles the car has traveled, if warranty can be extended, what parts have to be replaced or repaired, if the vehicle was in an accident, and so on. You have to tailor the marketing campaign accordingly by getting the right message to the right person.  It is important to study car buying trends too. There are several unofficial “car-buying holidays”, as per research done by TrueCar.com and U.S. News & World Report. Figure out when things are busy, steady, and slow and then adjust your campaign budget accordingly.

4. Offer incentives

Why not offer the potential customer a great deal on an extended warranty? Or talk to them about flexible payment options? How about offering pocket-friendly financing rates? Outline the benefits that will entice the customer, as people love sales incentives. Tell them how long they have to take advantage of incentives, and let them make the decision without pressure. 

5. Create a referral program

Selling used cars can prove to be tricky, but a referral program can boost sales. You just have to tell existing customers that if they refer someone who can buy a vehicle or avail a service at your dealership, they could get a better deal or discount. Some dealerships are using online referral programs with success. You send an email with an invitation to join the rewards program and then offer prizes for vetted referrals from them.  

6. Use an automotive CRM

Nowadays, it is all about creating the perfect customer experience, and an automotive CRM software helps to achieve that and much more. It streamlines dealership operations, and makes the task of selling used cars more convenient.

• Leads won’t fall through the cracks again, even when things get busy. Every lead is a potential car sale, and the CRM ensures you build a solid relationship with them. Check when the lead was last contacted, which used cars they are interested in, and other information. Members of your sales team can log notes from calls or emails with customers – everything is recorded.
• Monitor progress via regular reports. Find out what strategies work in your favor, as the CRM lets you collect data about prospects and deals, and generate reports from them. You can see who your customers are, what used cars are selling the most, etc.
• Boost customer satisfaction! When you focus on building meaningful relationships with leads, it lets customers see what type of personalized and unique service you offer. It is something they won’t forget.  People want to spend money where they feel appreciated and cared about, and they keep coming back to that place. A CRM will help create a group of loyal, returning customers for your dealership.

7. Don’t underestimate customer reviews

When it comes to automotive marketing, the best way to instill trust is to let your customers speak for you. Reviews can be an extremely effective marketing strategy. Ask former customers to leave reviews and testimonials on prominent platforms like Google, Capterra, social networks, your own website, etc. You can also take things a step further by creating customer success stories and videos with your most valued customers. Create paid social ads, newsletters, and email campaigns with such content.

Keep in mind that while car sales today start online, most of the final deals are closed in person – in the dealership itself. Thus, it is up to you to create a modern-day car buying experience for the customer. You have to perfect the hybrid model – a seamless blend of offline and online marketing to sell more used cars at your dealership.

The post Tips to Boost Used Car Sales in 2022 appeared first on Modera.