Pub. 2 Issue 1

VIRGINIA AUTO DEALER www.vada.com 14 W hile retail looks differ- ent than it did just a few months ago, people are still shopping. Customers and businesses alike are adjusting to our new environment, with online orders for everything, no-contact pickups, and limited face-to-face interaction. Dealerships are a part of this new retail environment, and many of your custom- ers still want to buy a car under these new circumstances. And even if they are planning to delay their purchase a bit, customers are doing their research on the best options online — and even starting deals remotely — now. Working car deals remotely isn’t just new for your dealership staff; it is new for your customers too. They need certain information and tools to shop — and buy — remotely. Here are a few things to make sure you give your customers for the best remote buying experience possible. Consistent Communication Across Channels Consistent communication with your customers is key to the success of remote deals. Whether you’re texting, sharing videos or video chatting — all great ways to reach your customers — you should clearly explain new processes for remote vehicle purchase and socially distant delivery. To ensure that your customers don’t have to start over every time they com- municate with your dealership, make sure every customer interaction is en- tered into the CRM. Logging every cus- tomer interaction in the CRM enables your customers to pick up where they left off — regardless of which salesper- son or manager they spoke with previ- ously. Make sure every text is sent using an integrated tool like VinSolutions Connect Texting, and take notes about any video chats you have with customers outside of the CRM. You should also audit all your auto-re- sponses and make sure that they are aligned with your current operating model. You don’t want to confuse your customers with auto-responses that contain outdated information about when your doors are open, how custom- ers should contact you, and what they need to do next to keep the deal moving. Streamlined Shopping A streamlined online shopping process is critical to your customers being able to shop and buy remotely. Digital retailing tools are a big part of that, as they provide customers a way to quickly get custom- ized offers and your team a way to quickly understand your customers’ needs. But the streamlined shopping processes that digital retailing enables cannot live and die on your dealership’s website. If your customers spent time filling out forms and customizing their payment options online, they are going to want that work to be recognized by your 4 THINGS YOUR CUSTOMERS NEED TO SHOP AND BUY FROM YOUR DEALERSHIP REMOTELY