800.801.0018 | info@automotiveMastermind.com
©2021 automotiveMastermind
®
. All rights reserved. | A business unit of IHS Markit™
Build a Proactive Process
As previously mentioned, increasingly tight margins and fierce competition on buy-backs have made it
critical that dealers build a proactive acquisition strategy to profitably acquire and sell pre-owned models.
Leveraging customer data and vehicle insights, task your service-to-sales liaison or a well-connected BDC to:
� Review a customer's entire service and purchase history to identify trajectory and patterns in their portfolio
� Use information gathered through service and sales CRMs to determine an estimated value before
the customer's appointment
� Map customers to their best replacement vehicle based on their needs and your available inventory
� Evaluate any available customer programs or incentives
� Engage customers when confirming their service appointment to gauge their potential interest in upgrading
� Equip your service team with the information needed to give customers in the service drive a
personalized upgrade offer
� Follow up with prospects to ensure satisfaction and review the offers presented during their appointments
Preparing Your Service Team to Succeed
Setting the stage for an excellent buying experience, your liaison's duty will be to ensure your customers
experience a seamless transition from service to sales, but that's not a job they can do alone.
In addition to the insights shared by your service-to-sales liaison, it's critical to equip your service team,
especially service writers, with the tools and information they need to succeed when engaging customers.
Consider:
� Training service writers on how to engage customers who decline repairs – or agree to large repairs –
and discuss their options for reinvesting in a new vehicle
� Dedicating reputable team members to contact high-value customers ahead of their appointments to
confirm their appointments
� Establishing a strong rapport between service writers and sales managers, including regular
collaboration to discuss in-demand makes and models in your market
� Presenting information from service-to-sales liaisons in a packet to service writers including sales and
offer information, along with a personal, hand-written note for the service customer
Amid industry-wide inventory shortages, increased competition and new consumer demands, now is
the time dealers should assess their service acquisition strategy to maximize future success.
Interested in learning how Market EyeQ helps dealers maximize their service drive to acquire more
pre-owned vehicles? Contact us for a demo.
LEARN MORE
automotiveMastermind.com
