SHOPSMART AUTOS – CUSTOMER INFORMATION – OCTOBER 17, 2020
The Key to a Happy Customer
1) When I first started thinking about buying a car, I scrolled through hundreds of pages of new and used cars on car dealership websites. I was eager to find a car in my price range that was the right size and shape for me. I enjoyed the feeling of going to the dealerships in person and seeing the cars from the website come to life! I enjoyed being able to take the cars for test drives with my family to local parking lots so I could try it out. I was happy that a worker did not ride with us so that we could speak freely about what we really thought about the car. I enjoy the feeling of sitting in a new car and seeing what it has to offer. Once I purchased the car I found more and more fun features that I didn’t even know about. I was delighted to find out I could change the color of the floor lights and the lights in the cup holders! How fun!
2) The most frustrating part of car purchasing was overbearing car salesmen, dirty car inside and out (“We will clean it for you before you drive it out of the lot”), and locked doors. I wish there was a way to freely wander around the cars, open doors, check out different compartments, feel the seats and how it feels to sit in them, etc. These things are useful when purchasing a car, but are often tedious. At one lot I visited, we needed to ask the salesman to unlock a specific car, he then needed to walk all the way to the main office, find the key, walk all the way back out, and he then stood over us while my family and I examined the car. I felt like I couldn’t speak my mind about the car because he hovered over us. Then once we were finished and wanted to look in a new car, tons of time was wasted while he walked back to the main building trade keys and come back. Overall it was frustrating how much time was spent there and how little freedom I had. We left that lot without purchasing.
3) A car buying experience with lots of freedom and exploring would make the car buying experience more enjoyable. Perhaps if a system was placed where each customer borrowed a tablet or iPad with all the car information, it would make the experience more pleasant. The tablet would have car information, price estimates, inside views, 3D tours of the car and a button on top that would call over a salesman if needed. This way they wouldn’t hover until you had a real question. You could also request a key to a car to check inside, or request a test drive through the tablet. Customers could put their personal information into the tablet (In order to be approved a test drive) while the salesman came out with the correct key. A similar system which allowed customers more freedom and less hovering salesmen would be ideal so customers feel free enough to speak to family members about the cars without the annoying pressure of an overbearing salesman.
Make It A Champion Day
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