As we round the corner into a new year..
I want to share just basics about todays CUSTOMER
To allow you to understand and better prepare.
I will cover
the expectaion of the customer
the speed of the customer
steps to help you SUCCEED
Todays internet customer is a reflection
of how people interact with and use
We no longer get on the internet
We live on the internet constantly
The average person checks their
smart phone over 150 times a day.
This year there are over 8 BILLION
That number is growing.
Expected to reach 20 Billion by 2020.
This life on the internet has created a DIFFERENT TYPE of Customer.
They are curios
and independant. wanting to gather information on their own.
And the internet equips and empowers them to do so.
They are demanding
Their expectation of us is to match their experience they have had so far.
And for us to know them and to be ready for them.
They are impatient
Moving at their speed, not ours.
Online tools have gotten better and customers use of those tools has sped up the time in decision making
New car buyers taking just 2 months to research, gather information and make a decision.
Some even quicker…. just 2 weeks.
They’re visitng us less and less
2.2 average # of visits
and even less test drives.
What steps can you take.
- Be the expert
Whats so great about a specific model.
Whats so great about your brand
Whats so great about your dealership
What so great about you.
- Become Comfortable with communicating that information across multiple means. From in person, to on the phone to text, chat and video.
- Practice – Role play – Study – Prepare – Demonstrate.
Lean forward in your own expectation of yourself, your peers and your dealership.
Where are they in the process and how can you help.
Provide information without any friction
without any wasted time.
Thank you, hope this has gotten your wheels turning.
I wish all success.