While each dealer presumably will and or has already responded differently to COVID-19, it is essential for all dealers to respond. Offering a front-facing customer and employee message. There are still many dealers who have not responded at all or even updated their Google Business Page.
Regardless of what decision(s) you have or will make - offering your customers and employees, a message can help you move/transition into the new way of doing business during this unprecedented time.
There are several unique challenges that we are facing today. But these challenges have not stopped us before, no? So let's not stop now, there are several ways to combat these challenges, and here are the top things to consider:
Instead of the conversation being stuck on auto-loop, make the bold move and offer your customers the ability to complete several of the steps online. Work with customer to start the trade-in process, and try and offer the ability for you to appraise their vehicle at their home, or at least pick up the car to appraise it. It is no secret that there several facets that make up a deal, but the more flexibility you offer the customer, the easier it is to get the deal done.
Flexibility with Your Sales Consultants and BDC Teams
With several states mandating appointments only, offer your sales consultants the flexibility of working from home, allowing them to call customers and book appointments remotely. This will also help with reducing foot traffic in the store to be in alignment with social distancing guidelines.
Bottom Line: There is no one right answer or solution, but proactively working to assist your customers still is better than not doing anything at all. More importantly, now is the time for dealers to refine and build a united front with their respective teams.
How are you building a united front with your team? Have you offered your teams the ability to work remotely?