Pub. 1 2021 Issue 2

10 KENTUCKY AUTO DEALER COVID-19 changed every aspect of our society, including the way dealerships operate and how consumers purchase vehicles. As states reopen and businesses return to normal operations, some key trends will continue even after the coronavirus is under control. Here is what you can expect to see post-pandemic and how to position your dealership for success in the long run. Online Car Shopping and Purchasing According to Haig Partners, 30% of new car sales last year in the U.S. were conducted online, compared to 2% pre-pandemic. Millennial shoppers, in particular, want to buy or lease through their smartphones and just come to the dealership to close the deal. To meet this demand, you can create a better car buying experience by creating a virtual sales manager role and invest in tools that streamline the online car buying process. This ensures customers efficiently go through the decision-making process and feel confident that your dealership is the best one from whom to buy their next car. Telecommuting and Remote Operations The lockdowns forced some dealerships to temporarily close their doors at a time when consumers moved away from ride-sharing to car ownership. Many dealers allowed their staff to work from home and continue helping customers through their buying journey to minimize disruption. Your sales staff can be more efficient in a remote environment by using your DMS to: • Setup prospective deals and quickly offer different payment options on the fly • Schedule appointments to test drive cars and have the vehicle delivered to their home • Enable customers to complete most, or all, of their contracts and payments digitally Mobile Service Drives More vehicle purchases mean more cars that require maintenance. Many dealers continue to operate their service drives during COVID by offering mobile services, such as picking up the vehicle from the customer’s home and bringing it back after an oil change and tire rotation. What was once considered a concierge luxury service is becoming more popular. To do this effectively, you will need DMS that does not require VPN offsite, so your team can effectively deliver exceptional service at your customer’s convenience. Digital Marketing and Promotions Consumers are more internet savvy than ever before, and COVID made digital advertising even more essential. Identify websites POST-PANDEMIC DEALERSHIP TRENDS THAT ARE HERE TO STAY By Sharon Kitzman, VUE DMS