ted ings at jd power and associate automotive internet roundtable

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Beyond Beyond Vehicle Vehicle Sales Sales Ted Ings Founder and President

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Ted Ings at JD Power and Associate Automotive Internet Roundtable

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Page 1: Ted Ings at JD Power and Associate Automotive Internet Roundtable

BeyondBeyond Vehicle Vehicle SalesSales

Ted IngsFounder and President

Page 2: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Benchmark Case StudyBenchmark Case Study

Telephone Role Play: Service Advisor Customer

Primary Initial Concern(s) Check Engine Light and Oil Change

Vehicle Needs (reason for your call): 4 Tires, Battery, 30K Service

Telephone Role Play: Service Advisor Customer

Primary Initial Concern(s) Check Engine Light and Oil Change

Vehicle Needs (reason for your call): 4 Tires, Battery, 30K Service

Page 3: Ted Ings at JD Power and Associate Automotive Internet Roundtable

2008: Selling Service Today

2008: Selling Service Today

Owner loyalty is diminishing

Warranty work continues to fade away

New, longer maintenance requirements, oil monitors, synthetic oils and 100,000 mile tune-ups

Mass merchandisers are increasingly effective

Less customers, less often, less income

Owner loyalty is diminishing

Warranty work continues to fade away

New, longer maintenance requirements, oil monitors, synthetic oils and 100,000 mile tune-ups

Mass merchandisers are increasingly effective

Less customers, less often, less income

Page 4: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Case Study: Multi Point Inspections

Case Study: Multi Point Inspections

Page 5: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Case Study: Items in “Red”

Case Study: Items in “Red”

Page 6: Ted Ings at JD Power and Associate Automotive Internet Roundtable

The Customer Service Experience

The Customer Service Experience

1. Customer contacts dealership via Internet or

phone

2. At the dealership (with the Service

Advisor)

3. Vehicle goes into the shop for repair

or maintenance

4. Customer is advised on vehicle status

5. Customer picks-up vehicle from

service

Page 7: Ted Ings at JD Power and Associate Automotive Internet Roundtable

The Customer Service Experience

The Customer Service Experience

Page 8: Ted Ings at JD Power and Associate Automotive Internet Roundtable

What’s the Value of a Visual?

What’s the Value of a Visual?

Page 9: Ted Ings at JD Power and Associate Automotive Internet Roundtable

On the Internet / PhoneOn the Internet / Phone

Page 10: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Positive Word trackPositive Word track

I CAN HELP YOU!I CAN HELP YOU!

Page 11: Ted Ings at JD Power and Associate Automotive Internet Roundtable

The Cathcart ModelThe Cathcart Model

TrustTrust TensionTension ValueValue

Page 12: Ted Ings at JD Power and Associate Automotive Internet Roundtable

• Ford’s online tool• Accurate Information• Tailored to vehicle• Customer inputs mileage• Approval rate increase from 15% to 60% on maintenance packages

Genuine Scheduled Maintenance

Genuine Scheduled Maintenance

Page 13: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Preparation Prior to ArrivalPreparation Prior to Arrival

Page 14: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Service History: A Powerful Tool

Service History: A Powerful Tool

Page 15: Ted Ings at JD Power and Associate Automotive Internet Roundtable

OK, So How Should I Use It?OK, So How Should I Use It?

Page 16: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Building Value with the Customer

Building Value with the Customer

Page 17: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Visually See the NeedsVisually See the Needs

Page 18: Ted Ings at JD Power and Associate Automotive Internet Roundtable

AuthorizationAuthorization Status via email Permission based Convenience Respects the

Customer’s Time Builds Trust Speeds Approval

Process Can be used as

follow-up

Status via email Permission based Convenience Respects the

Customer’s Time Builds Trust Speeds Approval

Process Can be used as

follow-up

Page 19: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Galpin Motors, Van Nuys, CA

Galpin Motors, Van Nuys, CA

Page 20: Ted Ings at JD Power and Associate Automotive Internet Roundtable

What Do These Brands Have in Common?

What Do These Brands Have in Common?

Page 21: Ted Ings at JD Power and Associate Automotive Internet Roundtable

2008: The New Service Experience

2008: The New Service Experience

Page 22: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Branding: Galpin Auto Sports

Branding: Galpin Auto Sports

Page 23: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Accessories and Accessories

Accessories and Accessories

Page 24: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Look at Other Industries!Look at Other Industries!

Page 25: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Zip-Out Shopping CartZip-Out Shopping Cart

Page 26: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Seasonal Specials / Features

Seasonal Specials / Features

Page 27: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Result: Happy, Loyal CustomersResult: Happy, Loyal Customers

Page 28: Ted Ings at JD Power and Associate Automotive Internet Roundtable

Thank You!Thank You!