Pub. 19 2020-2021 Issue 2

N E W J E R S E Y C O A L I T I O N O F A U T O M O T I V E R E T A I L E R S 25 new jersey auto retailer W W W . N J C A R . O R G should be promoted on your website for customers to research and compare. Stay connected while socially distant According to JD Power, more than 40% of Ameri- cans are reporting their financial situation has been at least somewhat hurt by the COVID-19 crisis. Custom- ers aren’t feeling good, mentally or financially, which means it’s more important than ever to maintain the personal touch via virtual communications. Personalize communications so shoppers know they’re interacting with a human and not a comput- er. Thank them for choosing your dealership and compliment their choice of vehicle. Respond to their specific questions promptly and offer opportunities to “test” the vehicle through different mediums. Find out whether your customer prefers email, phone, text or video chat conversations. These are just a few ways to make customers more comfortable with an unfamiliar process. Making your customer feel at ease in your digital en- vironment should remain one of your top priorities and requires some creativity. Take this time to focus on your people and make meaningful shifts that will help ensure your dealership is positioned for success in any situation. It’s a big change from a traditional dealership structure that encourages departments to operate in silos, sometimes causing coworkers to compete with each other instead of the store across the street. As dealers work to simplify operations in today’s environment, it’s smart to take a closer look at how digital resources can seamlessly link different steps of the sales process through a single point. AUTOMOTIVE ADVISORS PROFESSIONALISM • QUALITY • RESPONSIVENESS Our team has over 30 years of extensive knowledge and experience with the automotive industry. Our firm provides individual attention to each client, helping to maximize their bottom line. • Financial Reporting • Tax Planning • LIFO Inventory Application • Performance Benchmarking Please contact one of our partners. Daniel J. Ferrari, CPA Amy M. Dillon, CPA John J. Entz, CPA 2755 Philmont Avenue, Ste 210 Huntingdon Valley, PA 19006 215-914-1400 www.danferrari.com Our end-to-end financing solutions help dealerships grow and customers buy. All credit products are subject to credit approval. Key.com is a federally registered service mark of KeyCorp. ©2020 KeyCorp. KeyBank is Member FDIC. 200116-725692 As a full-service dealer finance company, we understand the challenges you face. Whether for retail or commercial operations, we deliver comprehensive solutions that drive your business forward. Visit key.com/dealer or contact Brian Meierhofer at 973-222-9474.