https://www.coxautoinc.com/wp-content/uploads/2019/04/2019-Cox-Automotive-Car-Buyer-Journey-Infographics.pdf
L E A D E R S H I P G R O W S D E A L E R S H I P S
Product is still the most important component of any sale – vehicle specifications tip 38% of
purchasing decisions.
But number two on customers' minds – even more important than pricing – is dealership reputation.
A dealership that's gone through a leadership change may cruise on past reputation for awhile,
but no dealership with ineffective leadership can build a great reputation. The speed in which
consumers can share opinions and experiences today makes it harder than ever before to skate
past on reputation alone.
A poorly led dealership that's lost its reputation in the minds of consumers is one that's losing
market share no matter how good the cars are or how good the deals are.
Great leaders build and maintain healthy cultures where great people can do great work, and where
valued employees treat valued customers with real respect and appreciation.
Be that kind of leader.
