"Utilise Customer Referrals"
Take advantage of valuable customer referrals to boost sales
A happy, satisfied customer can be a
powerful advocate for your business.
Research suggests that
39%
of consumers build trust in a brand from
peer-to-peer conversations. Customer
referrals offer valuable leads that are a
goldmine for your dealership.
In a world where we are often bombarded with
adverts and product placement, customer
referrals can be a clear winner when
considering where to buy your next car. They
are a great way to grow your business and
those referred already have a positive image
of your dealership and are more likely to do
business with you.
The chances are that your customers who were
very happy with their vehicle purchase are
talking about your dealership right now, but
are you making the most of the feedback and
using referrals to your advantage?
Here are 4 ways to boost customer referrals
in your dealership:
A happy, satisfied customer can be a
powerful advocate for your business.
Research suggests that
39%
of consumers build trust in a brand from
peer-to-peer conversations. Customer
referrals offer valuable leads that are a
goldmine for your dealership.
In a world where we are often bombarded with
adverts and product placement, customer
referrals can be a clear winner when
considering where to buy your next car. They
are a great way to grow your business and
those referred already have a positive image
of your dealership and are more likely to do
business with you.
The chances are that your customers who were
very happy with their vehicle purchase are
talking about your dealership right now, but
are you making the most of the feedback and
using referrals to your advantage?
Here are 4 ways to boost customer referrals
in your dealership:
A happy, satisfied customer can be a
powerful advocate for your business.
Research suggests that
39%
of consumers build trust in a brand from
peer-to-peer conversations. Customer
referrals offer valuable leads that are a
goldmine for your dealership.
In a world where we are often bombarded with
adverts and product placement, customer
referrals can be a clear winner when
considering where to buy your next car. They
are a great way to grow your business and
those referred already have a positive image
of your dealership and are more likely to do
business with you.
The chances are that your customers who were
very happy with their vehicle purchase are
talking about your dealership right now, but
are you making the most of the feedback and
using referrals to your advantage?
Here are 4 ways to boost customer referrals
in your dealership:
1. Provide an impressive customer experience
Customers expect more than being greeted
with a smile or being informative. They
expect a more personalised approach, one
where they feel like you went the extra mile
to help them. It could be as simple as
asking what they are looking for and
suggesting models that fit their needs. It
not only shows you listened but also that
you are trying to find a vehicle that is
perfect for them, and they are not just
another sales number.
It starts with impressing the customer.
Happy customers will actively share their
experiences with others and send their
friends and family to do business with you
too. To increase customer referrals, you
must first provide a great customer
experience so that your customers remember
you, return to you and tell others about
you.
2. Ask for a referral when the customer is most excited
Customers that were impressed with the
customer service they received, are probably
not going to be as excited a couple of
months after their experience with your
dealership. The best time to ask for a
referral is straight after the sale has been
made, when they have decided to do business
with you or when they come to pick up their
vehicle and are feeling excited about their
new purchase.
To increase the possibility of getting a
customer referral you could offer a service
incentive to sweeten the ask. This could
include a free or discounted service that
requires the customer to return to your
dealership in the future. It is a win-win
for both, not only will they provide a
referral but they will experience your
service department first hand and hopefully
keep returning and become a lifelong
customer.
3. Asking for a referral should be part of the process
Doing a good job and impressing your customers will not necessarily mean you will receive more referrals, especially if you do not ask for them. It is important to make sure asking for a referral becomes part of your sales process and that you approach every customer that has received a positive experience with your dealership.
4. Keep in touch with your customers
Once a customer leaves your dealership, it’s important to stay connected with them so you can continue to a build a long-term relationship. Engaging and adding value to your customers will be key to them remembering who you are. If they genuinely liked doing business with you, they will tell their friends and family. Ensure that you have a strategy in place to keep in touch with them and remain top of their mind.
1. Provide an impressive customer experience
Customers expect more than being greeted
with a smile or being informative. They
expect a more personalised approach, one
where they feel like you went the extra mile
to help them. It could be as simple as
asking what they are looking for and
suggesting models that fit their needs. It
not only shows you listened but also that
you are trying to find a vehicle that is
perfect for them, and they are not just
another sales number.
It starts with impressing the customer.
Happy customers will actively share their
experiences with others and send their
friends and family to do business with you
too. To increase customer referrals, you
must first provide a great customer
experience so that your customers remember
you, return to you and tell others about
you.
2. Ask for a referral when the customer is most excited
Customers that were impressed with the
customer service they received, are probably
not going to be as excited a couple of
months after their experience with your
dealership. The best time to ask for a
referral is straight after the sale has been
made, when they have decided to do business
with you or when they come to pick up their
vehicle and are feeling excited about their
new purchase.
To increase the possibility of getting a
customer referral you could offer a service
incentive to sweeten the ask. This could
include a free or discounted service that
requires the customer to return to your
dealership in the future. It is a win-win
for both, not only will they provide a
referral but they will experience your
service department first hand and hopefully
keep returning and become a lifelong
customer.
3. Asking for a referral should be part of the process
Doing a good job and impressing your customers will not necessarily mean you will receive more referrals, especially if you do not ask for them. It is important to make sure asking for a referral becomes part of your sales process and that you approach every customer that has received a positive experience with your dealership.
4. Keep in touch with your customers
Once a customer leaves your dealership, it’s important to stay connected with them so you can continue to a build a long-term relationship. Engaging and adding value to your customers will be key to them remembering who you are. If they genuinely liked doing business with you, they will tell their friends and family. Ensure that you have a strategy in place to keep in touch with them and remain top of their mind.
Customer referrals represent a great opportunity to grow your sales. They are a great source of new warm leads that could significantly impact on your bottom line.
Customer referrals represent a great opportunity to grow your sales. They are a great source of new warm leads that could significantly impact on your bottom line.