What can dealers do to increase trust with customers? Marketing tactics are great for attracting new customers and keeping the existing ones engaged with your services. But to build long-time relationships with car shoppers, you need to increase trust between them and your dealership. In today’s world, there is a demanding need to give clients direct access to your brand, regardless of where they are or what device they use. Increasing customer trust and engagement means that you’ll always have to be there for them. Buying a car is a significant investment. Car buyers need always to feel protected, so you have to take time to proactively learn their needs and give them as many options as possible for their best interests.
Fortunately, car shoppers believe that dealership staff is an important asset in their shopping process. They can make their car purchase online, but they’re still likely to want help from dealerships. Given that, customers prefer going to physical stores because spending lots of hours daily of research online can be exhausting. You already know that customers can be very pretentious and skeptical, but yet they accept negotiations, and they usually think that they’ve got the best deal, whether this is true or not. If you embrace negotiations and you’re willing to offer discounts, your customers will start to trust your services and respect your tactic. Here are some ways any dealership can use to increase customer trust.
Listen to your customer’s priorities
If you want to get sales, stop worrying about them. Instead, consider your customer’s needs and priorities. Dealerships are not just salespersons, but product experts – thinking less about sales but more about customers needs has significant benefits. Here are some top tips for using to close a deal with a customer:
- Listen to your customer’s priorities
- Help them find a vehicle that suits them
- Remove the pressure of making of decision
- Don’t contradict your customers
- Answer their questions and showcase your knowledge
- Be patient – it’s a virtue
- Keep people coming back
- Online marketing must be a priority
- Encourage them to leave a review
- Adopt tactics that can make a difference between you and your competitors
- Bu fully transparent
- Only promise if you can deliver
- Embrace negotiations
- Invest in the best dealership technology
- Reward your customer’s loyalty with discounts and offers
It’s simple: to increase trust between you and your customers, you need to forget about the traditional sales process. Customers mustn’t be left in doubt, so learn how to take care of their needs. Most of the times, people look for cars that make the most sense for their lifestyles. If you’re looking for service experts to trust and vehicle models that suit your style, O’Fallon mo car dealers can provide you with honest and comforting car-purchasing atmosphere that you deserve.
Never put down the competition
As mentioned before, purchasing a car is a significant investment. Customers research before buying a car, so they’re likely to compare offers, prices, and other discounts. Make sure you’re aware of this and gather all your strengths to make yourself noticed. But never underestimate your competitors. Does your dealership have many advantages and outstanding features of your cars? Then make sure your customers see it! Show them the benefits you offer, demonstrate your company’s efforts and culture, and provide the best customer experience out there. In simple terms, give your customers reasons to choose you. Even though some car buyers will choose your competitors, you still have to point to your strengths, but understand and respect their decisions. You must accept that you might not be the best option for everyone. Being totally understanding and honest might often make you win a sale. If it doesn’t, you might get some great recommendations for your efforts and integrity.
Respond to bad reviews
Research shows that 91% of users read online reviews before making a purchase, regardless of its industry. An average consumer will read at least ten reviews before feeling prepared to trust a business. Over the past years, online reviews have become a common yet important part of a consumer’s purchase. Reviews are now a huge part in the online world. A meager star rating or bad feedback from unhappy customers cannot be missed. It may impact clients’ buying decision significantly. Online reviews matter! So, you need to create and maintain strategies that encourage customers to leave reviews that can also improve the negative ones. Be willing to respond to negative reviews as well; it’s going to show your interest for your customers. Negative reviews may not seem like a big deal, but it’s best to pay attention to the situation. People trust online reviews, especially the negative ones, and take it as a personal recommendation. Even if you don’t believe that the customer is right (which in most cases is not), you might still want to respond and clarify the issue. Thank them for their feedback and interest in your products. It doesn’t really matter is the clients understand the process, or they’re just having a bad day; it never hurts anyone to be the first who tries to find solutions.
Make sure all your information online is consistent
The impact of online information is crucial for car buyers. People want receive useful and consistent information about your company’s services during their car purchasing journey. They want guidance with:
- Information about the vehicle – 68%
- Warranty and maintenance – 70%
- Finance options – 38%
So, what does this means? It means guidance for the buyer. We live in a digital world where people can find so much information about everything. In the automotive “world”, dealerships must find a way to provide buyers exactly what they want (both online and offline). So, make sure that you ensure that your buyers:
- Navigate your website easily
- Have access to all information
- Can ask questions
- Can interact easily with your dealership
- Can easily locate you
- Buy or book online
The key is to remain consistent. Buyers always look for consistent services from dealerships, no matter the stage of their purchasing journey. As a dealership, you only have one job in your hands: to make sure that the buying method from both online and offline is a smooth and natural procedure.