How do you make car buyers remember their experience with you?

To avoid being seen as a mere product, vehicles should be marketed and sold as an immersive experience, supported by both the dealer and the car manufacturer. In today's hyper-connected world, going for a drive or ride is about much more than just transportation.

To make car buyers remember their experience with you, focus on providing exceptional customer service, personalized interactions, and transparency throughout the buying process. Create memorable test drive experiences, maintain regular communication, and surprise customers with thoughtful gestures. Foster long-term relationships, encourage feedback and ensure consistency in service quality to leave a lasting impression.

Being more personal to people and to LISTEN are the two most important traits to have with customers. The only other item I see with salespeople falling down is following up on questions.

Follow up. Not only before a sales is done but after as well. A customer that remember you will be you customer for life. Make sure you save their last name and keep sending them WhatsApp. Do something special during delivery.

I always make sure I personalise my relationships with them. Having a textbook approach to sales doesn’t work all the time. Leaving memorable personalised experiences with each customer. Get to know them, their history with cars, even down to their family if they’re willing to share, that way I always easily remember every and any customer and I have sold over 500 cars personally.

Always follow through on your promises. Managing the customers expectations at the onset is critical. You do that by helping them understand what you are going to do for them, how, when and why. Delivering on your promises promptly shows the customer that you respect them and appreciate their time. The experiences and expectations that the customer has, or perceives they are going to have, starts with the very first time you make contact. Be prompt, be sincere and follow through on a commitment to making sure your customers experience is extraordinary. If you can do that, not only will they return to see you, but they will tell everyone they know how great it was.

when an order for a vehicle is placed, you didn’t have an exact date of delivery, you have to follow up with all your customer, even if you tell them that there is no change. It shows you are on top of it, along with stopping a customer from getting aggravated from the run around when they try to find out what the delivery date is.

Stay in contact and make notes. Needs analysis is still the most important tool. Personalize every transaction whether a private person or a fleet deal. Be pro-active and keep the client informed (even if there is a delay). If you show the client that you are in control (even if there is a problem), they can relax and enjoy the experience.

Pretty simple: do to them what you would want yourself. If you have made a commitment, live up to it. Make notes on what you have promised and do it. Being transparent is critical, don't over promise and under deliver.

A few years ago I was in the market for a new car. I inquired with a dealer group that I knew well and had provided a lot of detail online. When I arrived at the dealer, the vehicle I was interested was already staged and ready for me to experience. He was able to recall from memory every single detail of our prior communications, including anything I had said about family, work or personal things. The transaction was smooth and I immediately thought, this guy just executed the perfect sales customer experience. The real cherry on top though, was a gift I received two weeks later. A personalized, framed, hand drawn sketch of the vehicle I purchased, that included subtle hints of things I had shared with him. Simple gesture, huge impact.

You have to surprise and delight them. Nothing creates a more loyal and happy customer than exceeding their expectations. Your ultimate goal is to ensure your customer leaves without the feeling of being sold.

Have their car pulled up, with a sign that says "reserved for ...". If they are looking at a used car, have 3 options that would suit their needs. Have a name tag at your desk with their name on it when they arrive. Little things go a long way. A store that adopts a better sales process will wow everyone: don't fear the One Person model.

In today's world especially, this is a real important consideration. Gaining insight and feedback from your customers is the best way to help you be the best version of you. I would even coach you to "check back" throughout the sales process. Ask them at the beginning, middle and the end: How are we doing?, is there anything we can do to make your experience more enjoyable?, Have I answered all of your questions or concerns? Be sincere about it and they will know that you care. If they know that you care, then they are more likely to be transparent with you about their needs, their expectations and their experience.

Not only should you solicit feedback on how their experience was, but also follow up to ensure the car is meeting their needs. Too few sales people maintain a steady line of communication after the sale.

Follow through, Follow on, Follow up - Follow Through on what you say you are going to do. The customers buying experience is your responsibility. - Follow On immediately after the sale, within 3 days you should be contacting that customer to make sure all is well and that they don't have any questions or concerns about their vehicle. And thank them again for choosing YOU. - Follow-Up if you want to build a sustainable long term and lucrative career in automotive sales. Don't forget your customers. Periodically following-up, and doing the things the article mentions, goes a lot further towards customer retention than you might think.

Not to let them down when they have service related issues . Hear them out. Help them if you can. Dont tell them " this is not my department. Please speak to the service team"

It's critical that the store's culture is one of having a superior Dealership Experience. Provide growth opportunities for the staff, coach them appropriately and insist on regular 1:1s. Having highly engaged employees leads to lower turnover (84% of those surveyed wouldn't leave if this was the case). Further 64% of employees will work harder if they feel appreciated. Culture is a driving force to a better experience for all.

Always remember that the most exciting part of the buying process is when the clients pick the car up not when the sales is done (which is the most exciting part as the consultant) Remembering the clients name and what they have purchased when they come to collect the car, making sure the car is perfect, as if it’s just come out of a box, seats being lined up, air vents positioned neatly, volume button up, head rest down, communication with the client and allowing enough time to have the car in the showroom ready to handover and not at the last minute.