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Loyalty and retention: The best way to boost future sales

This happy customer is perfectly poised to enter or re-enter your sales cycle for you to sell them a new car – and become a life-long profitable customer and partner for your dealership.

The best way to boost future sales is to keep the happy customers you already have.

Needless to say, each customer’s ownership experience has a huge impact on how they feel about your dealership. In fact 62% of the vehicle owners said customer service could influence future purchases*, this includes the level of service given in your Aftersales department too.

If your aftersales care is more sales than care, the long-term cycle will be broken. However, when owners feel they’ve been well looked after, you’ll be front of mind when they’re ready to look for their next car. You’ll have won this race, and be well-positioned for the next.

The best way to boost future sales is to keep the happy customers you already have.

With all the ways consumers can advocate for you today, it’s essential to keep the lines of communication open. So why not give your customers a call after their appointment to make sure they’re happy with their vehicle service? Your CRM can give you follow-up tasks to ensure you also check in on deferred work at the appropriate time. With the data you’ve stored, your service advisors will always be fully informed of the customer’s car status, history, and if you’re serious about building a strong relationship, use your CRM data to ask questions about their children, or if they have a dog, how their Chihuahua’s Mitzi is doing.

This happy customer is perfectly poised to enter or re-enter your sales cycle for you to sell them a new car – and become a life-long profitable customer and partner for your dealership.



Read more aftersales insights   View our aftersales solutions

*Millward Brown Digital/ Google Vehicle Shopper Path to Purchase Study, September 2013

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The Insight Center was developed with the dealer in mind. With everything from white papers to instructional videos, the Insight Center is your resource for automotive tips and best practices.

About CDK Global

We provide integrated technology solutions to over 26,500 auto, truck, motorcycle, marine, recreational vehicle and heavy equipment dealers throughout the world.

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www.cdk-global.com