Introduction: Why is Customer service important to car dealerships?
The aspect of serving the customers or client satisfaction is fundamental in every organization, but to auto dealer groups. At Bev’s Auto we fully appreciate that our customers have a variety of options open to them to purchase and maintain their vehicles from. Through catering customers’ needs to the highest level, we will develop competitive advantages with the customers’ assets and gain their loyalty.
In the car business customer loyalty means follow-up sales and service throughout the life of ownership. On the other hand, dissatisfied customers are normally a threat to the dealership’s image and are normally lethal to its profitability. That is why making customers remain with Bev’s Auto through quality services is a key consideration at Bev’s Auto.
Efficient design flow for a positive car buying perception
There is one area that dealerships still seem to be below expectations and that is by complicating the purchase experience for car buyers. Here at Bev’s Auto, it is our focus to eliminate all those parts and to always explain the process with total and complete candidness.
From prospects’ first contacts and visits to test drives, to financing solutions, and after, the sales team wants to give customers the opportunity to be heard. We then endeavour to find the right car that suits a given lifestyle and financial capability of the client. At every stage and in particular every possible turn, we ensure the client has reasonable understanding of the costs involved, charges or to use other terms – fees, functionalities and policies of the service.
Therefore by managing the experience while at the same time managing communication we create high satisfaction levels during this critical car buying stage.
Offering Extraordinary After-Sales Services
Although sealing the deal is crucial, effective customer support to seal if a customer is going to visit you again in the near future and bring friends along. The goal is to provide quality service hence our qualified factory technicians analyze vehicle’s condition closely and advise only necessary services that make the vehicles maintained optimally at Bev’s Auto.
We also focus on convenience and fast time-to-market turnaround in best-in-class service center. Further, all our servicing plans are available to be done at the client’s homes or offices, in most convenient pickup and delivery arrangements are possible.
Last of all, our experienced employees are always reachable via phone in case the buyer has questions or met some problems after the purchase. The kind of after-sales services offered by Bev’s Auto shows that customers get to enjoy their vehicles including the services they require from our capable team of technicians.
The Use of Continuous Employee Training within Bev’s Auto
In order to achieve the organizational goals of ensuring that customers have above average experiences before, during and after each sale, training of the employees must be continuous. That is why at Bev’s Auto; we dedicate ourselves to skill acquisition across all our departments.
Sales people undertake routine classes on relationship selling, communication skills, contents of the products, new technologies , and prevailing market trends. We also conduct sessions about how to easily identify key client emotions, as well as more general body language.
Similarly, service advisors and technicians conduct a 4-month training on new models, diagnostic equipment, improved techniques,… Other management-led courses also include company policies, customer relations policies and procedures, and measures of addressing complaints if they are experienced.
Fostering the constant growth of all our team members, Bev’s Auto makes its workers capable of offering the best quality service to be worthy of 5 stars.
Loyalty Management For Building Long Term Relationships With Customers
It is therefore for this reason that Bev’s Auto aims at building long-term partnerships as opposed to making sales that are one-off by offering 5-star services all the time. Referral customers who possibly come for repeat sales and subsequent maintenance work are a more precious asset than customers who migrate elsewhere in the wake of poor service provisioning.
That begins with courteous and well informed assistance throughout each site visit – from quick and basic services such as oil changes to more complex purchases including luxury SUVs. We also nurture customer loyalty through regular follow-ups on follow-up maintenance, special customer treated events and offer special package discounts to returning customers.
Furthermore, through our combined database system, we document the service history so that individual treatment can be remembered. That is where the customer intimacy principle lies – the idea is to sell to every customer not in terms of gross sales within one sale call, but in terms of lifetime sales potential to a dealership.
Delivering award-winning service each consecutive year on top of cultivating the loyalty of people to value relationships over a temporary gain for our company has earned Bev’s Auto the premier reputation in our community. Equally important, our valued clients’ business volume sustains the dealership success and the diversified services.
The Bottom Line: The Reason Customer Service Cannot Be Compromised
Therefore, maintaining highly satisfactory customer relations throughout each car buying encounter, acquisition to ownership lifecycle, is a critical business focus area in Bev’s Auto Dealership. These three aspects cannot occur first of all without achieving high levels of satisfaction.
For that, there must be lean procedures to reduce irritants; superior follow-up through our service desk; detailed staff education in relational selling and new products; and concerted strategic CSR instead of a short-term transaction.
Thus, an outstanding level of customer service requires substantial resources, but the disadvantages seem negligible when compared to the potential long-term advantages for clients and car dealers. At Bev’s Auto we understand that meeting customer needs is not an option just a mantra which serves as a great business model towards achieving long term success.