Timely service department follow-up to increase repeat and referral business

Facts & Figures

Repeat Facts

  • • 95% of customers a dealer "sold to" will purchase again in their lifetime
  • • Closing ratios are seven times higher with repeat customers than expensive walk-ins
  • • Costs of generating a sale with repeat customers is five times lower
  • • Gross profit is higher
  • • Manufacturer CSI scores will increase with repeat customers

Referral Fact

  • • 30% of customers have a relative who will be trading in a vehicle within 90 days

Sad Fact

  • • 90% of those previous customers will not be contacted by his/her salesperson after delivery

Dealer Satisfaction

  • 99% of our customers will "strongly" or "very strongly" recommend us to others
  • 95% of customers who have been with us for four or more years have seen repeat sales increase in the third and fourth years by 114%

CONNEX Service

 

ServiceIn today's business environment, the greatest window of opportunity for dealerships to significantly increase total sales is in after-market revenues; and the best way to capture a larger share of this market is by utilizing a customer relationship management (CRM) program like Connex® Service.

Connex® Service provides follow-up Service Department CRM programs to ensure repeat and referral business, customer satisfaction and increased service opportunities. It is composed of two separate but complementary programs:

CSresponse™ is a CRM program that offers timely third-party customer satisfaction phone audits conducted by experienced CRM specialists.

CSextra™ is a CRM program that offers Service Department promotions to current and prospective customers, using print material that includes postcards and other forms of direct marketing pieces.

Call us at 1.800.842.1820 or email us at info@cmsdealer.com to find out how we can help you meet your needs for a comprehensive CRM program.