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Proactive dealerships ensure their online and offline experiences are closely integrated, while
also using each to collect a dataset robust enough to aid their advanced marketing tools.
While some dealerships deploy a dedicated BDC to help connect these experiences,
advanced tools allow the entire dealership to identify and deliver the specific buying
experiences their customers want, including items like a preferred communication method,
similar vehicles to what they are shopping for and more.
Focus on Exceptional Customer Service
From Amazon to Netflix and into several other industries, every buying decision has been made
simple, straightforward and quick – and modern automotive retailing should follow suit.
Customer service has always been paramount, but in modern auto retailing, it can be the
difference between success and failure. One negative review can snowball into a viral situation
where your dealership's reputation is tarnished for good. Ensuring your online experience delivers
according to your dealership's brand promise is key.
Here are a few important items to consider while auditing your virtual car sales process:
• Can customers shop for multiple vehicles without starting from scratch on your website?
• Is your digital marketing (website, emails, etc.) providing additional "you may also like"
suggestions?
• Does your marketing pull from real-time inventory, especially for pre-owned vehicles?
• Are there multiple video options available for your sales and service team to utilize for
customers?
• Does your BDC know as much as they could about each shopper, or are they taking
stabs in the dark?
While there's no silver bullet or one-size-fits-all approach to success in modern auto retailing,
these steps and best practices empower proactive dealers to build the framework for long-term
success.
Interested in learning how Market EyeQ can empower your dealership to improve its digital
retailing efforts? Request your demo today.
OF AUTO SHOPPERS SAY THEY WOULD CONSIDER
ORDERING THEIR FUTURE CAR ONLINE AND HAVING IT
DELIVERED TO
Think with Google, September 2020
63%
THEIR HOME. 65% EXPECTED MORE ONLINE PURCHASING OPTIONS.