Service Drive Vehicle Upgrade Personnel: Benefit or Detriment?
Managers have been sifting through every opportunity at the dealership over the past few years. An amazing invention is referred to as an “upgrade” or “exchange” scheme. If you’re not familiar, a sales associate spends time in the service lane. Their goal is to interact with potential service clients and attempt to persuade them to purchase a new car while still keeping the trade they made in the deal. The largest advantage is that the customer and the car are in the building without the need to schedule an appointment for a sales pitch. There are several advantages to dealing with a client this way and generating leads in this fashion. The second advantage is that they aren’t shopping for you because they aren’t in the market.
A vehicle exchange specialist [VES] should be able to identify which customers are in the best position to present an opportunity if they are handling their leads properly. There are many different situations to deal with every day, depending on whether the customer has a lease that is about to expire, they have never had service before, or their car is nearing the end of its useful life. As they wait in the waiting area, they should attempt to establish friendly relationships with both the service patrons and the service advisers. This is vital because the client always wins when the departments collaborate effectively.
There should be more efficient departmental communication and processing of details. Since they are effectively receiving a free multipoint before needing to assign a number to the automobile, the used car manager should have a better notion of trade value when the vehicle is in for service. A fantastic technique to guarantee that all relevant details are handled and the customer has a reference point throughout the process is to have one person help both departments and the customer. If a customer’s service experience is positive, they are likely to go back to that sales department and their VES before going somewhere else, even if they don’t immediately plan to make a purchase.
It all basically comes down to providing exceptional customer service and making the dealership appear like a one-team rather than a collection of independent sections. In light of this, might a VES be harmful? The answer is, “Yes,” if their communication between the two departments is weak and they are not aware of which vehicles and clients are appropriate to present to. Throughout the process, a VES must be able to communicate with consumers, managers, and service advisers. They are not the proper candidate for the job if they cannot communicate with each of those parties from the beginning of the procedure. A knowledgeable VES is always a valuable tool for both the department and its clients.
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