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From: Jared Hamilton
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Making Mass Service Campaigns that Commands Personal Responses

Making Mass Service Campaigns that Commands Personal Responses

As a service manager or fixed operations director, this information is for you. There has been much to do about email interactions and direct market…

Auto Emails: Where Are We Now?

Auto Emails: Where Are We Now?

As we know, emails are still relevant in the way we approach corresponding with our customers. So as we continue to evolve as an industry so do our custome…

Making contact–and keeping contact–with in-market car shoppers

Making contact–and keeping contact–with in-market car shoppers

Before the internet burst into the picture, consumers started their car shopping process with a visit to the dealership. In many cases, these shoppers knew…

Manheim Talk About Vehicle Acquisition Technology

Manheim Talk About Vehicle Acquisition Technology

Manheim - Derek Hansen from DrivingSales on Vimeo. We filmed quite a few interviews at NADA2019, and we're continuing to post some of this cont…

What Defines Workplace Harassment?

What Defines Workplace Harassment?

When someone talks about workplace harassment, many of us automatically think of sexual harassment, especially in the wake of the #MeToo movement. While se…

The Fast and The Frictionless: How Dealers Are Increasing CSI by 30%

In the disruption economy, you have to be willing to adapt if you want to survive. For car dealerships, that means recognizing that the car-buyer’s journey no longer follows a linear path from awareness to consideration to purchase.


Some buyers research for months, narrowing and broadening their search to different vehicle types, models, and even makes, while others’ journeys are short and focused.

How can dealers connect with customers when every journey is unique?

It may feel daunting, but luckily, we have more information about our customers than ever before. Twice as many car buyers start their research online versus at a dealership. The average buyer only visits one or two dealerships before making a purchase. Customers spend 61% of their time making critical decisions online - including choosing a vehicle and choosing which dealers to visit.

With all this data, we’re able to identify the biggest roadblocks that stop or reroute customers on their path to purchase, then determine how to solve them.

For example, at most dealerships, buyers spend 40 minutes – nearly a quarter of the 3-hour purchase process – sitting idle. Not surprisingly, speeding up the process makes an enormous difference. Dealers that offer simple, fast purchasing options earn 94% satisfaction scores, miles above the 71% average.

smartmockups_jlodh91y 500wDealerships are saving buyers time by offering features like online checkout, giving customers convenient ways to buy 24/7, and allowing them to upload their driver’s license, proof of insurance, and other purchase documents online. With all these items taken care of online, buyers can pick up their car in minutes, instead of hours.

For more tips and ways to adapt, download your ebook, Paving the Path to Purchase: 3 Ways to Surpass Car-Buyers’ Expectations. You’ll discover more insights and learn how to earn buyers’ business online, deliver a frictionless experience, and increase average PVR by $500-$700.

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