Consistency has to be one of the most powerful elements of an excellent buying experience.
Developing, communicating and then consistently executing a robust sales process that teams across brands, divisions and locations buy into is something most retail automotive businesses strive to achieve.
In a perfect world, customers are all given the same first-class experience when they buy a vehicle and that experience should not be determined by individual sales executive, brand, local leadership team or whether it’s a new or used car being purchased.
Yet, as Mike Tyson once famously said, “everyone’s got a plan until they get punched in the face”, and with a summer of significant events from a General Election to the Euros that threaten to disrupt ‘normal’ activity and customer behaviours, the neck on those sales processes will soon be tested.
From a footfall and general mood perspective there’s every chance the events will bring positive change, but it’s change nevertheless and sticking to process and scaling up excellence in customer experience during times of change is tough.
Scalability is the key word.
How do you scale up a process and constantly ensure that it’s being delivered in such a fast-moving environment?
At AutoComms Solutions we have always believed in leveraging technology to shore up sales process and make sure that where you can utilise automation to minimise the sales team administrative workload and, in turn, maximise output.
Our tech platform operates in the critical order to delivery stage of the car-buying process where often there’s no sales process at all, let alone a robust one. Too often it’s looked at as a ‘waiting zone’ but we’ve proved that there is so much value that can be added to the customer journey.
By automating communication in this phase of the car-buying journey we can enable sales team’s to be more effective and process-driven in a number of ways:
Upselling additional products: With AutoBuzz sales teams can see which customers are most engaged with specific products and services that they chose not to add at order point. On average, customers add other products to their order 1.6 weeks after confirming the order. AutoBuzz filters the opportunities to ensure sales teams are most effective with their time.
Customer Experience: AutoBuzz also flags the customers who are most likely to do something negative, such as cancel their order. This information means that sales teams focus on saving the small number who are clearly falling out of process.
There is no doubt that one-off events that grip the nation will impact customer behaviours, attitudes and buying habits. And, this summer should serve as a good reminder that by shoring up sales process with intelligent automation retailers can effectively enable scalability and ensure sales teams are left with the right amount of space and time to deliver first-class buying experiences every time, despite the ever-changing background.
If you want to find out more about how AutoBuzz can start to improve retail performance in the above ways, please get in touch with the team so we can set you up a short pilot to showcase the value.
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