Issue link: https://resources.automotivemastermind.com/i/1487249
Customer Communication Best Practices to Prevent Defection + Call Scripts While vehicle prices remain high, ongoing inventory shortages are having costly effects on OEM and dealer loyalty rates. Industry-wide brand loyalty in July 2022 was just 49.4% – the lowest of any month in three years. S&P Global Mobility Call Script Hello [Customer Name], This is [Sales Rep], and I'm a [Title] with [Dealership]. First, I wanted to thank you again for your business. Already, my records are showing in just [X days/months] your [lease or financing period] will come to an end. This means you'll have the option to: • Replace your current [Brand] with a new or pre-owned one • Keep your current [Brand] • Turn in your [Brand] Have you begun thinking about your end of term options? We'd love to get you connected to a member of our sales team who can discuss your options and determine the best way we can assist you. As customers defect at a greater rate than they return to the same dealership or brand – now is the time to plan ahead to achieve sustainable success and long-term profitability. By staying in consistent contact with customers at key touchpoints, dealers are empowered to proactively prevent customer defection and build customer loyalty. Get started with these tips and call scripts, customized for each customer. Stay in Touch Retaining loyalty customers means keeping them engaged over time, an increasingly difficult challenge in today's market. While customer demand has remained relatively stable, tempting some dealers to pump the brakes on their marketing, to achieve sustainable success in the short and long-term, dealers need to proactively prevent customer defection. Look for opportunities to demonstrate why customers should continue trusting your dealership by delivering personalized messaging that proves you know – and can care for – your customers best. Ensure you're engaging loyalty customers before they return to market with personalized, informational and consistent messaging that builds off any previous touchpoints.