No One Walks...
Neil Addley
I help car dealers and manufacturers get more business by delivering exceptional customer service. "What's measured is managed and what's managed normally improves!"
JudgeService reveals importance of management introduction
According to the latest insight from JudgeService, the UK’s leading automotive insight and review service, customers are two and a half times as likely to purchase a vehicle if they’ve been introduced to a manager.
“When I first started in the industry we used to have opportunity to do business (OTDB) logs that had “NO ONE WALKS – MUST SEE MANAGEMENT” printed boldly on the top. As a trainee I must admit I thought it was a bit “Pendle” at the time” commented Neil Addley, Founder at JudgeService, “But it turns out customer really value the introduction.”
Pauline Wollseifen, Head of Insight at JudgeService adds, “We have interviewed thousands of new and used car prospects and buyers. We analysed those that we interview that are “lost sales” who then go on to purchase.”
“From this we can see that while 11.6% of those that have not been introduced to a manager still go on to purchase, a staggering 26.9% of those who are introduced to a manager go on to purchase.”
Lost sales customers who HAVE NOT been introduced to Management
11.61% go on to buy.
Lost sales customers who HAVE been introduced to Management
26.89% go on to buy.
“It turns out customers feel more empowered and important, less fobbed off and more likely to buy. What they don’t like is when a salesperson keeps on disappearing to see the manager. They much prefer being introduced and involved,” suggests Addley.
As well as the importance of management introductions JudgeService lost sales surveys also reveal that 35% of “lost sales” are still in the market and of these contacted by JudgeService, 11% go on to buy. Many are awaiting information or just waiting for someone hungry for their business.
“Our clients tell us that using an independent, third party to follow up produces a better response at a lower cost than doing it “in house.” In fact, some have been known to wonder if we have “magic phones” at our contact centre in Harrogate,” continues Addley, “But whether you choose to take advantage of our lost sales service or not I would 100% recommend you implement management introductions into your business if you aren’t already. Act today and it’ll help your September order take!”
This research will be included in a new JudgeService white paper on Sales and Customer Loyalty due out this autumn. For more information visit the JudgeService website at business.judgeservice.com
Director of LWC Ltd
5 年Reminds me the time I was buying a new car. The salesman suggested I bring my husband in to discuss the options. A week later I returned in my new car from a different dealer asked for the manager then showed him the car. With the retort they he (pointing st the salesman) lost you the sale because I went and bought this instead! Turned on my high heels and strutted out .!!