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Sales and service departments should constantly work together to ensure there are no missed
opportunities. This is not only crucial for improving your service-to-sales process. Service-not-sold
sales are critical to homegrown inventory management, as well.
Analyze your process and identify opportunities to better
connect fixed operations and variable sales efforts:
• Is each department aware of which vehicles are in-
demand and able to identify high-value
acquisitions?
• Does your service department have access to
sales and inventory data, including your
dealership's CRM and DMS, and can identify
which customers are most likely to respond to a
trade-in offer?
• Can your team easily analyze vehicle history
reports from the service drive to more accurately
predict reconditioning costs before acquiring a
vehicle through trade-in?
Improve Customer Loyalty to Drive Long-Term Profitability
Delivering an excellent experience in the service drive benefits a dealership's bottom line beyond
producing more revenue on every ticket. Whether owners purchased at a competitor or at your
dealership, long-term loyalty is often built in the service drive.
In fact, research by Google found the No. 2 influence on brand loyalty (after their sales experience)
is a buyer's service and maintenance experience. In this way, improving loyalty by delivering an
exceptional CX in the service drive is one of the most effective ways to drive long-term dealership
profitability.
With wait times and high costs being common customer complaints, audit your process to ensure
your service department is operating as efficiently as possible. Look for opportunities to meet
evolving buying expectations, including expanded offerings such as vehicle pick-up and drop-off or
video consultations with service managers.
Ultimately, this approach not only improves the CX in the service drive, but it also paves the way
for long-term profitability and future purchases through improved retention.
To learn more about how Market EyeQ empowers dealerships to proactively identify and convert
auto sales leads and increase sales profitability, contact us for a free demo.
70%
OF
CUSTOMERS
who bought or
leased a vehicle from a
franchised dealership
did not return back
for service in the
past year.
COX AUTOMOTIVE, 2018
