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Sixty-two percent of women report that they return to the dealerships where they first purchased their vehicles to then have them serviced. This highlights the potential to grow value among this critical market segment.

Changing family dynamics have put women squarely in the driver’s seat with an estimated one-half of all cars sold being purchased by women who are then directly responsible for decisions involving vehicle maintenance and service appointment scheduling.

This makes offering post-sales service on her terms a value proposition worth embracing.

It All Adds Up
From our 2017 US Women’s Car Dealership Report, game-changing data offers a new view of the Top 15 service drive brands rated and ranked by 4,653 women when at their dealerships.

Dealer Satisfaction Scores – High trust and comfort levels are must haves for women.
Fixed Operations Income – Service alerts and courtesy vehicles keep her coming back.
Future Purchase & Referral Rates – Listening without interrupting earns repeat business and valuable referrals from her.

Service, Please!
Becky Nixon, an industry authority and Director of Fixed Operations Training for David Lewis & Associates, offers the following:

“Psychologists tell us that women are generally detail-oriented and inquisitive by nature. Convenience being the key, all recommended repairs or maintenance must come with an honest and definitive timeline attached.”

Women who buy from Women-Drivers Certified Trusted Dealers confirm this. They want their questions answered, cars serviced in a timely manner and a service experience that makes them feel good. Making women feel heard, appreciated and understood goes a long way toward earning their repeat business—and referrals. And, very positive reviews.

The Last Word – Distinguish
There already exists a time frame for women to return to their original dealership for recalls or mandatory service visits associated with vehicle warranties. To keep them coming back after those years have passed, it’s imperative to offer relationship-building perks which distinguish your brand, like:

  • Free car washes or annual ‘we-appreciate-your-business’ detailing offers.
  • Comfortable seating in lounge areas, Wi-Fi connectivity with nearby power outlets, entertaining play areas for children, and clean restrooms.
  • Refreshment stations stocked with quality coffee, tea, water and healthy snacks.

Adopt marketing strategies that speak to women’s concerns. Your website and e-newsletters are the avenues for targeted messages and selling strategies when they shed light on service offerings of benefits and provide a deeper understanding of maintenance procedures.

Women rely on these resources for links and data that help them assess a potential need for repairs (i.e. worn out windshield wipers, squeaky breaks). Educational content that is aimed at ensuring their families’ safety can boost a dealership’s brand image and trust among women.

Note: Women’s #1 requested concierge item is a courtesy vehicle. What lasting impression are you leaving your female clients in your highest gross margin department?

Read more…

http://www.BradleyOnDemand.com 856-546-2440 

1 in 3 adults in the U.S. watches auto content on YouTube once per month! 

Consumer behavior is changing—and video is leading the drive 

In years' past, a consumer might have read reviews in magazines, asked friends and relatives for advice, and visited any number of dealerships before settling on a vehicle. That practice has gone the way of the in-dash tape deck.

Leveraging YouTube and Search, consumers are positively bingeing on digital content before making their purchases—and multiplying opportunities for marketers to be there in shoppers' which-car-is-best moments. Last year, consumers spent on average three hours more time researching than they did in 2013.8 They also performed 75% of that research on digital.9

All that research has huge ramifications for the brick-and-mortar showroom. With shoppers armed with so much information, dealerships have moved from being places to shop and explore—as they were in the days of in-dash tape decks—to mere points of sale. The average in-market shopper makes just two visits to a dealer before making a purchase.10

There's no substitute for sliding into the driver's seat, but consumers increasingly turn to YouTube before a test drive. In fact, one in three adults in the U.S. watches auto content on YouTube once per month.11 Research shows that consumers are gravitating particularly toward five video styles: test drives, walk-around, feature highlights, reviews, and safety tests.12 Mobile video particularly drives in-market consumers to take action; after watching content about cars, trucks, or racing on a smartphone, one in four will visit a dealer.13

Last year, consumers spent on average three hours more time researching than they did in 2013, and performed 75% of that research on digital.

These tendencies highlight an opportunity to attract viewers to brands' official channels. Mercedes-Benz recently responded to audiences' research behavior with a suite of videos that scratched viewers' walk-around itch, as well as offering feature demos of its redesigned E-Class sedan.

Takeaway: As a resource to whittle down a car shopper's consideration set, video is invaluable. Consider creating content around the five popular video styles (test drives, walk-around, feature highlights, reviews, safety tests), which allows shoppers to research by simply hitting play, and make sure it's optimized for mobile. Mercedes-Benz's example illustrates how marketers can be there in shoppers' which-car-is-best moments in creative, digital-first ways.

Source: (Repost from "Think With Google") 

https://www.thinkwithgoogle.com/articles/auto-trends-consumer-behavior.html

  

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Empowering Women at Your Store: What's in it For You

In today’s competitive marketplace, women buyers are crucial for auto dealers' success. Just take a look at numbers and reported growth opportunities in a recent Wall Street Journal article.

It may be no surprise that car buying is an emotional purchase for women. Even on the heels of a recent survey showing women are comfortable with negotiation than men, there is still a huge upside for dealers to create an empowering buying experience for women.

Did You Know?

Every other woman in the United States purchases a car by herself. While many women are confidant and excited, others walk in with different emotions. Consider, that 3 in 10 women report being apprehensive about their visit while 20% are nervous and overwhelmed. You don’t know which woman coming in your door is feeling what. Nonetheless, it is vital to encourage and boost women's confidence, respect and trust from the get-go. Establishing trust-based relationships and assisting them in a considerate, flexible, non-intimidating manner is the equation for having a browser convert to a buyer. Anything short of that, she walks.

Tips to Empower Women and Increase Buyers + Retention:

  1. Respect and Trust are the building block to every car sold today. It begins with greeting her in a timely and friendly manner. Eye contact is locked in and the smart phone is put away.
  2. Invite women to use your wifi or child play area. Would they like a cold or warm beverage?
  3. Have them lead the conversation, but it's your job to ask questions. What distance does she drive to work? Does she have children? What type of activities does she do? Talk to women like you are having coffee with her. Don’t be in a hurry to get her into the car for a test drive.
  4. When asking about features, be sure to use full sentences with women, not “leather or cloth.” Our senior trainer friend, Vicki Parker, provides these tips that make a difference when engaging with prospects. Women don’t want to be rushed, they want to build and create a sense of relationship.
  5. The four-corner-around-the-block-11-minute-test-drive doesn’t serve all customers anymore. Let women make their own trail. Bring the car to their work place to test drive when needed. Better yet, let her take it overnight so the family can give it a true road test. That is one way to surprise and delight your customer.
  6. The average length of time it takes a woman to buy a car is 3 hours and 30 minutes. How about a “Buy a Car in 120 Minutes or Less”? Women love saving time.
  7. Have an open door Car Wash Policy.
  8. The #1 concierge item requested by women is an overnight vehicle. It is no mystery women do not want to have to wait for someone else to pick her up, be dropped off by a van, or — have to pay for a rental car. Make it easy for your customers.

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here

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Last month there was such strong interest in our mid-year report “Dealers Websites are #1 with Women Buyers” we have decided to follow it up with more nuggets regarding your site, engagement and women shoppers.

As competition rises, it’s the right time for dealerships to focus on areas of improvement, engagement, and delivering a quality experience to women customers. Today we are focusing on low cost, positive and quiet changes that can make a big difference in showcasing transparency to women.

1. Provide Email and Direct Number Details: Make it easy for your women prospects to locate and contact the people that they are working with. Email addresses, direct phone or even a cell number is ideal.

2.  Professional Photos of the Staff on the Website: By posting professional pictures of your staff with their names and titles, it is easy for customers to give a face to the voice they have spoken to. Or, at least, it will lower any anxiety or mystery about whom they will be working with during the car buying process

Did You Know?

The #1 online destination for women shoppers is your website? That’s right, dealer’s websites are the top on-line source women visit when in the car buying funnel. Yet, one-third of women report that their dealer’s website was NOT helpful. Making the access, usability, color, content and design appeal as user-friendly as possible is paramount to YOUR business success.


3. The New Standard: No AOL or Yahoo’s in emails: A Hotmail or AOL email address on the dealership business card does not cut it today. Simply put, it comes across as unprofessional and dated. Certainly an Apple, Nordstrom or Lulu Lemon Sales Advisor doesn’t hand out their business card with an “aol” or “yahoo” email. When giving cards to women clients, make sure the email is professional and customized according to your dealership name.  

4. Quick Access to the GSM or Sales Manager: Lastly, customer delays on hold can be inevitable when trying to reach the GSM, Sales manager or ISM. Still, it may be frustrating for women customers to wait and then interact with a receptionist because a voice mailbox is full.
Allowing customers to get through in seconds without long hold times can make a big difference to your women customers calling. Even if it means taking the call and saying hello just to set up a time to call them – it sends a message of transparency, interest and availability. 
 

For more "Small Changes in Your Digital Footprint Create Easier Access for Women," Click Here.

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here.

Good Selling!

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Today’s Women’s Wednesday focuses on women’s reviews, and why they MUST be a critical, daily and intentional component of your business practice – both with the sales team and in the service drive.

As the #BigDataAuthority on women’s dealership experiences, we have shared that this powerful buying segment will purchase 27 million cars at new and used car dealerships this year. That equates to over 75,000 vehicles a day. What is your share of this?

Did You Know?

1. Women rely on and use car dealer reviews 50% more than men. This makes sense as they don't want to get it wrong.

2. JD Power reports that women leave higher scoring dealer reviews than men.

3. Women go to 2 dealerships before buying a car. If they leave your dealership and don't buy - 70% of them will NOT return.

4. The top reason women buy from your dealership is NOT price. The way she is treated is paramount.

Market your trust and transparency via the positive reviews you have received. Women especially trust other women reviews and experiences. This helps them narrow down their choices on where to buy a car.

How to Be the Go-to-Dealership for Women

  1. Dealers that market reviews have women walking into the store with an expectation of trustworthy and respectable service. And they get it.
  2. Stop marketing on price alone. Advertise your CERTIFIED logo in TV ads, classifieds, and lead gen sites (AutoTrader, TrueCar, Cars, etc.)
  3. These dealers are report selling 10 – 15 more cars a month – a huge increase to monthly sales performance.

So stop selling exclusively on price alone.

Begin advertising to women+families on what matters to them: they are treated exceptionally and are provided a tremendous value in the product they are buying. And, reviews reinforce that your shoppers can count on that.

Want to Sell More Cars and Distinguish your Dealership to Women? Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download.

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Most reliable car brands

There was a great article published by Motoramic about the most reliable car brands which you can read here. The author determined the most reliable automotive brands by looking at almost 350,000 appraisals performed by “professional car buyers who are trained to detect mechanical and structural issues” with no biases. The study is beneficial because most reliability studies are on new cars within the first 90 days. Longer term reliability studies don’t usually go beyond three to five years.

We wanted to come up with our own algorithm to determine reliability and see if our findings matched Motoramic. We analyzed over 500,000 cars, model years 1995 to 2014, listed for sale on MojoMotors.com to determine the average selling price depending on a vehicle’s mileage. Using a linear regression model, we were able to calculate the dollars of value lost as mileage increased and ultimately, the number of miles until a car lost all value.

In other words, we found out how much mileage could be racked up before a car became valueless. Less reliable brands will lose value quicker since they have a greater chance of breaking down with fewer miles on the odometer. Make sense? One thing to remember – just because a car is considered valueless beyond a certain number of miles in this study doesn’t mean it won’t drive for another 100,000 miles.


10. Mazda – 177,729 miles until worthless

Mazda has been known for building economical cars. Their lineup has expanded in the last few years as they now offer compact, midsize and full size crossovers that have fared well in reviews. Go here to learn more about the different used Mazda models and reviews.

9. Acura – 178,947 miles until worthless

It doesn’t hurt that Acura is the luxury brand powered by Honda engineering. It should also be noted that Acura is the only luxury brand to squeak into the top ten most reliable car brands. For further reading, read reviews of used Acuras here.

8. GMC – 188,584 miles until worthless

GMC has been building quality pickups, SUVs and crossovers a very long time. Since GMC splits many parts with Chevrolet, repairs aren’t usually too expensive. This is why you’ll see Sierra pickups with miles well into the hundreds of thousands. Read more here for used GMC reviews and research.

7. Subaru – 189,370 miles until worthless

It isn’t too surprising Subaru is on this list. According to Polk’s auto data, 95% of Subarus sold in the last ten years are still on the road. Pretty impressive. So are their all wheel drive systems and boxer four cylinder engines. For additional Subaru reading material including Subbie reviews and different models, go here.

6. Nissan – 195,593 miles until worthless

Nissan is consistently one of the most Followed brands on Mojo Motors, but they usually aren’t perceived as being one of the most reliable brands on the road. They should be. Nisan vehicles, especially their cars, are among the most reliable shoppers can buy. Learn more about the best Nissan rides and read reviews here.

5. Chevrolet – 195,754 miles until worthless

If you’re a prisoner of the present, you might think Chevrolet is anything but reliable. Ahem. Recalls aside, the last few generations of automobiles built by Chevrolet are their best ever. Especially Chevy pickups, SUVs and crossovers. For reviews and research on a variety of Chevrolet vehicles, keep reading here.

4. Dodge – 198,266 miles until worthless

Dodge, like Chevrolet, is known more for their pickup trucks than cars. Thanks to the resale value of a Ram pickup, the brand makes it into the top five of this list. Our advice? Stick to a high mileage Ram pickup or Grand Caravan minivan, the same can’t be said about Dodge cars. Go here for reviews of popular used Dodge cars and trucks.

3. Ford – 198,409 miles until worthless

Unlike other American automakers, say Dodge or Chevrolet, Ford has both reliable trucks AND cars. The Ford Focus compact and Fusion midsize, along with Ford’s lineup of crossovers make them the most reliable American automaker on this list. Having the best-selling vehicle in the country, the F150 pickup truck, doesn’t hurt either. Learn more about used Ford vehicles here.

2. Honda – 209,001 miles until worthless

While Dodge and Chevrolet excel at the big trucks, Honda excels at pretty much everything. Look at the ‘miles until worthless’ stat because Honda and Toyota boast a 10,000 mile lead over Ford. If the average driver puts 12,000 miles a year on their car, that 10,000 mile difference is almost an entire year! For reviews and research on used Honda vehicles, keep reading here.

1. Toyota – 210,705 miles until worthless

The public perceives Toyota as one of the most reliable automakers and our study concurs with this perception. While Toyota might not build the most eye-catching cars, they are certainly reliable and efficient. A Lamborghini it is not, but a cost-effective car it most definitely is. Keep reading for reviews, research and pictures of the best used Toyotas.

Graph of How Toyota Depreciates Overtime

Please note that while this data is a great way to understand how vehicle prices correlate to reliability, no study of used car reliability and its value is perfect. This is a make-specific study, not a breakdown of models, trims or years. There can be a large variation between each model’s trims and there are many factors that go into the price of a car. Things like color, options, warranties and whether a car is a certified pre owned or not all greatly affect a cars valuation. Our study did not account for these variances.

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Today’s Women’s Wednesday is about becoming new leaders in the growing and dynamic market of women consumers.

As competition tightens, the need for exceptional leaders at dealerships couldn’t be greater. Wayne Gretzky, the hockey legend, explained the key to his success, “a good hockey player knows where the puck is – however, a great hockey player knows where the puck is going”.

To be an exceptional leader like Gretzky, a proactive and anticipatory approach is important. Currently, the industry is dynamic, producing great opportunities to differentiate. It is imperative to take strategic risks and be proactive about tapping emerging trends that pertain to women+families.

Did You Know?

1. Women in the U.S. buy 50% of vehicles – about 75,000 a day at new and used car dealerships

2. According to the U.S. Census, over one-third of women out-earn their husbands

3. More and more children are born to single moms

These may seem like just numbers but they are real money-making and business performance boosting statistics for dealers who want to be positioned as the go-to dealerships in their market. How?

1. Recognize Women have the Buying Power: Break from the traditional model and make the store more women+family friendly. Since women are propelling sales, cater effectively to this buying segment by hiring more women sales and service advisors. Hire qualified people that relate and look like your customers for a more comfortable and successful sales experience.

2. The Changing Family: Women are the breadwinners in over one-third of family households. There are many homes with stay at home dads, same gender parents and multiple generations living under one roof. Cater to each potential customer with ultimate respect.

3. Meet Your Customers Where They Are:

a. Problem Solve: As more children are being born to single moms, it is important to know that all parents appreciate a child-play area.

b. A Caring Company: The #1 requested concierge service item from women is an overnight vehicle. This shows you understand the inconvenience of having a car repaired overnight and are willing to go the extra step to do something about it; providing hassle and worry free service.

c. Have women WANT to BE THERE: Have fun services like a boutique fitness and yoga studio with changing area, shower, and rest rooms. (Not everyone wants to sit and watch TV.) How about Play Stations for mom gamers while their car is being serviced? Sound silly? At one time your grocery store simply sold food. Now it has services like banking, café, childcare, dry cleaner, pharmacy, and health and wellness, and other conveniences.

d. Install vending machines with healthy food options and beverages (not just M and M’s & Pepsi) and provide Starbucks coffee and tea. How about a manicurist in the store, part time?

e. Free car wash policy is a winner for you and your customers as they will stop in a lot more frequently – different and more lasting relationships will be created.

f. Engage and Educate: assist customers in getting to to know their new car better with a specialist 1 on 1, or spend time checking out the latest safety+tech features of your top 3 models being featuring this month.

Women visit two dealerships but they buy from just one! What plays are you making to ensure she picks your store? Leadership paired with strategy is a better game than luck in capturing new business.

For more on Leadership and to read about Wayne Gretzky type of Dealers, click here.

Want to Sell More Cars and Distinguish your Dealership to Women? Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download.

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With this Women’s Wednesday we will focus on the Service Drive at your store.

Women buy a car about once every 6-7 years, but they visit the service lane several times a year. The good news? This is where on-going loyalty is developed. The not-so-great news is that 42% of women report they no longer go to the service department where they purchased their vehicle. And, you will never know it is their LAST visit, because they may smile, pay the bill, and never say a word, even though they have made up their mind not to return. As the Big Data Authority on women's dealership experiences, the top 6 reasons are:

  1. Not satisfied with the experience
  2. Did not like the way they were treated
  3. Inability to get the problem fixed to their satisfaction
  4. Cost to service the repair
  5. Hours + Location not convenient
  6. Lack of concierge services
DID YOU KNOW?
While 79% of women would recommend the service department to friends and family, less than two-thirds report not receiving follow up communication. Are you and your web provider optimizing platforms to provide educational tips and stay connected with your customers, post visit? Stay in touch by being her trusted advisor 365/24/7 – not just the 3 days a year she is in your store. How? Visit here.

Increase loyalty by paying attention to the little things, like:

  1. Provide Ultimate Respect: Provide respect+treat women graciously every single visit. This builds rapport, trust and loyalty.
  2. Key Concierge Services: The #1 requested concierge item from women is a courtesy car. This shows you understand the inconvenience when the car is undergoing maintenance and repair overnight. Services like Wi-Fi/TV, café and play area for children also help deliver a quality dealership experience while women+families wait.
  3. Best Ear Forward: Your top listeners are the Service Advisors - or, should be. Why? To hear what women are saying and not saying. Your best listener behind the service counter makes female customers more comfortable to ask questions concerning repairs and, when triggered or upset, provides a space to problem solve and get the issue handled and move on.
  4. No Threatening CSI “Requests”: Careful about strong-arming your clients with comments that sound intimidating regarding CSI, like: “Leave all 5’s or call us first before submitting”. This can sound completely inauthentic and uneasy to women.

For the Top 2014 Brand as Rated by Women when Servicing their Vehicles, click here.

Want to Sell More Cars and Distinguish your Dealership to Women? Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download

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Buying a Car? Look at the Benefits of Leasing!

Did you know that last year, women purchased an estimated 27 million vehicles? That is the equivalent of 75,000 cars a day at new and used car dealerships. Women are now the fastest growing segment of vehicle buyers and car dealerships are taking notice. To that end, there is much more flexibility when buying a car more than ever!

It seems that women are still more reluctant than men when it comes to the advantages of leasing a car. With the car industry back on its feet after the recession, leasing is at a high of 28% of all new car purchases.

This educational article from Women-Drivers.com offers insights into some “traditional” objections as well as provides a more updated, informed perspective on leasing and its benefits for anyone considering going to the dealership soon. (And, for those that believe ‘buying a car outright’ is the only way to go, consider that over one-third of car purchases today are leased for 72 months. Just because you buy a car does not mean you own your car. You only “own” your car, when the title is in your hand, i.e. the loan is paid off.)

Marlena McCoy, Sales Manager at Moon Honda, a Women-Drivers.com Certified Women-Friendly Dealer, shares her thoughts about leasing “Leasing is just another way to pay for a car, a less expensive way. With little or no money down, you can have an affordable payment, a warranty, free inspections, free car washes, and so much more! Why not pay less and get more.”

Below are the most common objections:

1) “The idea of ownership is important to me.”
Cars depreciate and then have service repairs and costs. Most women who lease don’t pay for brakes or tires because they don’t keep the car long enough to wear them out. If you finance a car for five years or more, it will most certainly need tires and brakes plus other repairs; budget $1,000 a year on maintenance.

2) “I have little or no ownership equity in the leased car.”
The trade-off for a lower or manageable monthly lease payment is that there is no trade-in value. It is fairly common that the market value of a vehicle at lease-end is higher than the purchase option price specified in the lease contract — which means there is some equity trade value there.

3)”I don’t understand how leases work, and I’m afraid of getting ripped off.”
Dealerships – and their sales advisors – are conscientious and will take the time and effort to help you understand the leasing process and the intricacies of the contract.

These contracts can be complex and difficult to understand, so a dealership’s F&I manager should encourage customers to take their time and read the fine print. Leasing is not as complicated as it was years ago nor is it limited to just luxury brands.

4) “I don’t understand the leasing lingo. I don’t know what cap cost is or what comparison pricing means.”
Again, dealers will explain exactly what these terms mean – and in ways you will understand. Dealers who skim over these terms do a real disservice to a buyer and compromise any future dealings they may have with the dealership.

5) “I don’t want to be making car payments forever. I’d rather pay the car off early and have several years without a car payment.”
While you may not have a payment anymore, you will still be spending more in repairs to keep an older car on the road, with fewer safety features than newer cars, and more likely to break down. Your dealer can show how a lease provides a safe, more reliable car at all times, not just when the car is new, and a car protected by manufacturer warranty and with few repair bills.

6) “My car payments will be higher.”
Not true. Depending on a number of factors, monthly lease payments are considerably lower than a purchase loan for the same car and same term today.

7) “I’m worried about any early termination costs. What if I lose my job?”
To break a car lease means breaking a contract, can result in tremendous fees, as well as negatively impact one’s credit rating. Dealers can help customers find other buyers to assume the remainder of their lease, which would take them off the hook, while gaining a powerfully loyal customer. Such transfers are now made possible by companies like Swapalease.com or Leasetrader.com who help car lease owners find people interested in taking over the payments. The fees for both buyer and seller are reasonable, and save the seller from the early termination costs which could amount to thousands of dollars.

8) “I am concerned with excessive mileage charges.”
If a car buyer exceeds the mileage allowance in her lease contract, she will be charged for the extra miles at a specified per-mile rate, usually $0.20 per mile. Your dealer can help you reduce your exposure if you “buy” the extra miles you expect to drive at the time of lease signing. If you choose this option, you will be refunded for any unused miles.

9) “I am worried about excessive wear-and-tear charges, especially with the children and multiple drivers.”
If a buyer returns a leased vehicle at lease-end with dents or scratches, she will be charged. Dealers can explain what is “excessive” so that she knows to get the car repaired before she returns and avoid being charged. Also, it is best to clean the car or have it detailed for the best evaluation.

McCoy further explains,” You may have never leased before, you may not understand leasing, or you might just say that you would never lease a car. No one likes to go car shopping. No one likes to deal with the “typical car salesman”. I am not that “typical salesman”. I treat customers the way I would want to be treated — really. It’s important to be completely informed on all aspects of the car transaction – and that most definitely includes leasing!”

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Apple’s recent announcement of CarPlay which will integrate the iPhone, Apple maps and Siri into the car dashboard, is a move meant to compete directly with Google’s Open Automotive Alliance (OAA), and Microsoft’s Sync platform. This means big changes are in store for how shoppers driving, commuting and traveling by car will find and learn about your business.

The fast moving map space plus local-search is attractive areas for innovation for software developers. One of the more interesting innovators taking advantage of the mobile trend is YILLIO which takes maps and local search to the next step by offering a patented ‘route-based’ search.

Launched in January, users using YILLIO are able to search for businesses, information and value along their entire route, may it be 10 miles ahead or 150 miles ahead. See our article: Don’t Just Go…… YiLLiO!

What’s cool for your biz is it aims to give users the right information; at the right time, by looking at signals such as where the user is located, their daily habits, their preferences, where they’re going (via their routes), and what they want to do when they get there.

See YILLIO’s user experience video: http://www.youtube.com/watch?v=z2igf9WOazo

For brick-and-mortar businesses, YILLIO’s innovation improves marketing relevancy and efficiency. See the short video which explains YILLIO’s route-based search and marketing platform: http://www.youtube.com/watch?v=noJ4UE7b7AM

Take a few minutes to add your dealership on the YILLIO map to reach mobile shoppers, everyday commuters, and travelers – for Free!

Is route-based marketing and advertising the next mobile innovation? We think there is value in this for you.

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Welcome to Women’s Wednesday!
Dealers who “get it” know that the key distinction in optimizing sales to women is having exceptional sales advisors who offer exceptional service. But what does that really look like?

Women tell us directly through our car dealer review platform what works for them when interacting with a sales agent.  Below are their top 5 reasons for buying a car from them: 

  1. Trust  52.3%
  2. Being Respectful  52.1%
  3. Likeable  47.8%
  4. Knowledgeable  45.6%
  5. Understanding  40.6%

These percentages add up to more than 100% because reviewers can submit multiple answers.

NOTE: Coming in at 34% was the ‘price of the vehicle’. It is important, but ranks 6th overall. Clearly, connection and relationship are pivotal, outranking price.

  1. Trust:  Women buy from those they trust.  It’s essential to build trust – that rapport can take just a matter of minutes to create. The best way to build trust is to provide valuable and relevant information, quality guidance and advice. Be honest and never try to make a forceful sale because that is a complete turn off. 
  2. Being Respectful: How women are treated matters. In fact, it’s the only thing that matters. Without respect, nothing else gets too close to a purchase.
  3. Knowledgeable:  Women buy from those who are knowledgeable and informative. Since they may not have purchased a vehicle in a number of years and  technology has changed dramatically, they want to be provided with complete and comprehensive information.
  4. Likeable:  Likeability is definitely a trump card. Studies show that women buy from sales advisors who are likeable and friendly. It is easy to talk to a friendly person rather than someone who  is dismissive or doesn’t listen well. Maybe even lightens thing up during a stressful purchase with a smile or a joke. 
  5. Understanding:  Being understanding is vital to meeting a buyer’s expectations. Women buy from those who are concerned and empathetic rather than pushing their own opinions or ‘spiffs/bonuses” on them. Successful sales ambassadors listen to women needs and wants. They are also extremely cooperative and patient.

Want more information on this all important topic, Click here to read. 

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here to learn more.
 
Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download

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Welcome to Women Wednesdays!

Have you ever walked into a store or visited their website and seen an award that says “Voted #1 in 2010”?

Doesn’t that beg the question and make you wonder what happened since then; who has won it this year?

This situation can be likened to when car dealers have a lapse in (getting) consumers reviews on dealer review sites

– like Google, Yelp, Dealer Rater, Women-Drivers.com etc.  On our site, we have some dealers with great overall scores, but they haven’t had a single review in months. That sends mixed signals and red flags to customers.

Why?

Think about it...having an exceptional score has a lot less credibility to your prospects if there is a huge gap in time with the reviews last posted. It certainly is an indicator that something has changed and could even be detrimental to your business!

Did You Know?

67% of women say they are less likely to purchase a product they were considering after reading negative online reviews – and old reviews can have the same effect.

Here are 15 Best Practices to put in place with Women and Your Reputation, Click here to read.

Want to Sell More Cars and Distinguish your Dealership to Women?  Click here to learn more.

Did you receive a Free copy of the 2014 Women’s Car Buying Report? Click here to download.

Good selling!

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Welcome to Women’s Wednesday. When women perceive they are not treated the way they expect at car dealerships, 65% leave and do not return. That’s a lot of business walking out the door and buying down the street. What can your dealership do to turn more browsers into buyers? We compile a lot of data from dealer reviews, and below are the top three reasons women buy from the dealership they do.

1.Treatment by Sales Person

How well women are treated is the single most influential factor when it comes to buying from a dealership. Women typically evaluate cars on the same grounds as men like price, mileage, design and safety features. However, the deciding factor of whether to close a car deal is greatly dependent on her interaction with the sales advisor.

Treating her with respect is paramount. Show her that you are glad she’s come into your store, acknowledge her presence, put the smart phone away, and listening to her questions are all part of a winning formula. All this may not matter quite as much to men, but it is highly effective in selling to women car buyers. These little things go the distance in winning a customer for a long-time, maybe even a life-time.

2.Best Price or Deal

The second reason women buy from a dealership is the price of the car. Women prefer to buy from dealerships that understand their needs and budget and don’t try to push them into buying cars that exceed their budget.

3.Car Dealer’s Reputation

The car dealership’s reputation really matters – especially to women – as they are more apt to research and use car dealer review sites than men. They want to make an informed decision where they shop so they don’t waste time and have no regrets.

Did You Know?  

Women are 3 times more likely to leave a review – and, a higher scoring review – than men. So, be sure to ask for reviews from your female customers! If you want to be the go-to-dealer in town, deliver the ultimate car buying experience to every woman who walks in your store.

For more on this topic, click here.

Women are the fastest growing segment of buyers. Market to them before they walk into your store by showing your transparency with your Certified Women Friendly logo.

Sign up and learn more here.

Ps - Did you get your free copy of the 2014 Women’s Car Buying Report? Click here.

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Whether it’s the film industry or the auto industry, the shift in lead roles is hard to miss. The 2014 Oscars that took place a couple of weeks ago was truly a revelation of the changing gender role trends in films. More than one film nomination had strong female leads, enjoying almost all the air time as opposed to their male roles.

In the Oscar nominated film “Gravity,” Sandra Bullock played the lead role while George Clooney played the supporting role. According to an article in the New York Times, Ms. Bullock occupied almost 87 percent of the film’s running time and was the life of the film. This was an industry first and did not go unnoticed.

Women taking over lead roles is a step towards breaking the “stereotype” and reducing the gender gap. Just like the film industry, the auto industry landscape is also experiencing significant shifts where women are becoming the fastest growing car-buying segment.

Analysis on Professional Women at Dealerships

There remains a tremendous and visible gap in the number of women working in dealerships compared to the number of female buyers. The percentage of women working at dealerships is between 18 percent and 20 percent, while women represent over half of all purchasers.

Yet, many of the women are largely working behind the scenes at car dealerships in business development roles, service, social media, advertising, Internet and office administration. Women in sales roles are fewer in number.

The era when men sold cars to men is over. Today is the genesis of a diverse customer base. How can the needs of these buyers be met, and exceeded?

It’s Time to Mentor & Develop Women Leaders at Car Dealers

Who would have thought that male actors like Clooney would be playing a supporting role while the actress would be the lead? Just like this gender gap is being bridged in film, now is the perfect time for dealerships to implement the same strategy and groom women to be take on leadership roles.

According to CNW Research, of the 17,540 new-car dealers just under 3 percent are women-owned — a significant, grossly disproportionate under-representation.

By having women in leadership and executive positions at car dealerships, it will open up options for buyers to have more choice. In 2010, CNW Research found that when asked, 47 percent of women car shoppers would prefer to do business with women dealers — a huge upside for female-run businesses.

This leads to the bold question: Who will take on recruiting, training and developing women to become GSM’s, board members and dealer principals?

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Welcome to the inaugural Women’s Wednesday blog. As the leader in connecting women+families with Certified car dealers, look for brief educational tips and nuggets from us to weave into your sales and service practice to expand your sales to women. With our deep vertical expertise, we are here to assist with suggestions to make doing business with women a natural, core value and expression at your dealership. With that, let’s begin:

While women influence over 80% of all car purchases, they actually bought 27 million vehicles last year – most at car dealerships. That is almost 75,000 cars a day! How about at your store? Are you optimizing sales to this powerful buying group?

Did you know?

Women visit 2 dealerships prior to buying a car. When women leave dealerships and don’t buy, 2 out of 3 do NOT return! Ouch -- better ask the right questions and treat her exceptionally the first time. Chances are, there is no second chance. The number one reason women report they did not return is, “I didn’t like the way I was treated.”

How well a women is treated is the most significant and important factor for her staying at, staying engaged, and buying from your dealership. Price is secondary! Stay tuned for the more including the top 5 reasons women buy from their sales advisors. Again, it is NOT price!

Women are the fastest growing segment of buyers. Market to them before they walk into your store by showing your transparency with your Certified Women Friendly logo. Sign up here to learn more.

Ps - Did you get your copy of the 2014 Women’s Car Buying Report? Click here

Good Selling!

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http://www.automotivedigitaltraining.com 856-546-2440 

Focus On "Point Of Interest" CONTENT For Your Prospects / Shoppers… Cultivate Opportunities 

This is a video I shot on site at a Major KIA Dealership in Pennsylvania last week. 

Point of Interest Versus Point of Sale… That means that Sales Consultants, Internet Departments / BDCs etc… NEED to focus on cultivating opportunities. You can NOT just wait for the "Up Bus" to come through your dealership. 

Think about it… MOST people are surfing the Internet. They are researching, they are "Googling". People are gathering "Field Intelligence". So what content are YOU or your dealership creating to provide valuable "Field Intelligence" for your prospects? Most people unfortunately will say NONE… 

For example, you can create:

"How To" Videos: 

* How To Set Up Your Blue Tooth

* How To Set Up Your Satellite Radio 

* How To Set Up Your OnStar

* How To Properly Install a Car Seat (Must be CERTIFIED to do this) 

* How To Buy A Car… 

* How To Buy A New Car… 

* How To Buy Used Car… 

* How To Find The BEST Used Car Dealership...

* How To Find The BEST New Car Dealership... 

* How To Get A Car Loan EVEN if you have BAD Credit or NO Credit...

Information Videos… 

* What is Better… Leasing OR Financing? 

* What is Better… A New or Used Car? 

* What is the difference between a Used Car or a Certified Pre Owned Car? 

Reviews / Comparisons:

* (YOU) Review ALL of the Models you sell… Make these reviews, custom and personal

* Compare all of your models to ALL OF YOUR COMPETITORS… For example, if you were a Single Point Ford Dealership you should compare ALL of your models to all of their competitor models like the Ford F-150 AGAINST: 

* Chevy Silverado 

* GMC Sierra 

* Ram 1500 

* Toyota Tundra 

* Nissan Titan 

If you would like to have more information on this topic or if you would like to set up a FREE strategy session. Call me on my cell at 267-319-6776. 

 

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It may not come as a surprise, but paying extra bucks to “go green” in a hybrid car may pay off in self-esteem and image for older drivers, as well as give a healthy boost to the environment, according to a Baylor University study.

This may help fuel cynics' view that people are far from green when they park a hybrid in front of their 3,000-5,000 square-foot home with an Olympic pool and Lexus SUV in the garage. But at least the trend has money moving through the economy...

PRESS RELEASE:

Newswise — Paying extra bucks to “go green” in a hybrid car may pay off in self-esteem and image for older drivers, as well as give a healthy boost to the environment, according to a Baylor University study.

The finding is significant because some segments of the older-consumer population control a considerable share of the discretionary income in the United States, and the population size of the “mature market” is growing rapidly, researchers said.

The study is published in the journal Human Factors and Ergonomics in Manufacturing and Service Industries.

“If I want to pay $5 for a ‘green’ detergent or sponge, I’ll know that I’m helping the environment. But those things aren’t highly visible. Other people aren’t going to notice,” said Jay Yoo, Ph.D., an assistant professor of family and consumer sciences in Baylor’s College of Arts & Sciences.

Researchers analyzed a national cross-sectional survey of 314 consumers age 60 and older who had bought hybrid cars. The study showed that their satisfaction was influenced by social values — including pride and prestige — as well as quality and price, not only in vehicle purchase but in future savings on gasoline expenses.

Those three variables — social value, price and quality — are significant in building senior citizens’ customer loyalty as shown by repurchase intention and positive word-of-mouth, Yoo said.

Emotional values — such as excitement – did not significantly influence their purchase intention or satisfaction, according to the study.

“The findings suggest that elderly consumers are concerned about how they appear to others when driving a hybrid car,” the researchers wrote. “They believe that driving a hybrid car builds a positive self-image of the people who drive them.”

“This knowledge can help as a marketing tool,” Yoo said. “Hybrid cars have increased in visibility because of their environmental consciousness. So people may be willing to pay an extra $5,000 or so in order to think, ‘I’m great, and this is good for the environment.’” Previous research has shown that older consumers are more inclined to behave in a pro-environment way than younger people are, he said.

Other researchers were Won-Moo Hur of the School of Business Administration in Pukyong National University in Busan, South Korea; and Jin Hur of the Yonsei School of Business, Yonsei University, in Seoul, South Korea.

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Tom LaPointe CarChat24  Interactive Media Manager / Industry Analyst

www.carchat24.com/ 24/7 Interactive Automotive Dealer Website LIVE CHAT Solutions Hosted or In-House Options – FREE web chat software 727-638-0195

Tom has an MBA in Marketing and is an automotive writer and author with more than 15 years experience in virtually every aspect of the retail auto industry. He has been a performance leader in everything from sales and service, to web development and viral marketing.

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Tomorrow's Buyers

A father and son walked onto a car lot and started looking around. As the salesperson approached, the son, 14- or 15-years old, was clearly directing his father towards a particular new vehicle. They met the salesperson in front of a Chevy Cruze and told her that they wanted to take it for a test drive.

As car deals go, this one was a pretty easy one. The negotiations were tough – they were informed buyers who paid well under MSRP after discounts and rebates on a 2013 with 2014 models rolling out – but otherwise it was pretty quick. They knew what they wanted and didn’t need much convincing that it was the right car for them.

When asked what helped them make their decision, the duo surprised their salesperson. “I’ve been following the car for a while on Facebook,” the son said.

She was perpexed. “Following the car?” she asked.

Apparently, the young man had been “following” several cars on social media for a couple of months. He told her something that shook her up a bit, which prompted her to tell her general manager, which prompted him to contact me. The young man told her, “My generation doesn’t trust the ‘expert reviews’ as much as we trust each other. We trust other people. The Cruze has been getting loved on by people all over Facebook and Twitter, much more than anything else in my price range.”

My price range,” his father corrected.

This was the younger buyer’s car, at least it was going to be if he got a scholarship when he graduated from high school. His father would be driving it until then but wanted his son’s input since it would be his (hopefully) in a few years.

This story sparked my inquiry into my 14-year-old’s social media activity. As a conscientious and terrified father, I keep tabs on my children’s internet activity, but I’d never done a deep dive into her activities. I was looking for boys contacting her, of course, but now I had a reason to ask her some questions. What she told me was somewhat shocking (a hard thing to admit considering the amount of time I spend researching social media).

On Instagram, she had friends at her junior high with tens of thousands of followers. Everything they posted would get hundreds of likes. On Facebook, it was much of the same. The funny part was that they weren’t just posting updates about Lady Gaga or nail polish. I saw posts about Chick-fil-A,  the Nissan Leaf (one of my daughter’s friend’s dream car), Qantas Airlines (they’re already picking airlines?), and even a nice debate about which tablets are best to take on vacation when stuck with the parents for the summer trip.

Today’s youths, tomorrow’s buyers, are turning to social media to learn more about brands than any other medium. They aren’t researching cars on Edmunds or KBB. They’re checking them out on YouTube, tracking them on Facebook, and following them on Twitter. They’re savvy enough to find what others are saying about them.

This is all fine and dandy for the future, but what about today? Then, my daughter pointed something out. Many major decisions are made by the family rather than just the parents. It’s more common today than ever before. Teen children are often major influencers when it comes to buying decisions.

Does this mean that businesses should turn their social media attention to be more like Justin Bieber or The Hunger Games? Of course not. Still, it’s important to know that it’s not just the direct buyers that are watching businesses on social media. It’s also important to note that tomorrow’s buyers are more connected through social media than today. This means that every day, as kids enter the buying market, more consumers are influenced by social media. It’s an important part of marketing today. It’s growing to become even more important over time. In the future, one might make the connection that social media could be the most influential component of a buying decision. That may be hard to imagine today, but the trends are clear.

* * *

Tomorrow’s Buyers” image courtesy of Shutterstock.

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http://www.dealersynergy.com 

I am in the hotel at 6:30 am getting ready for my day of training at a dealership in Ohio and I was going through my emails and google alerts and came across this press release from Market Watch. I thought it had some valuable information for you all on AIS, so I decided to repost it here but I wanted to add some commentary before you get to the great information...

I am a simple person, math is math. Numbers are numbers, they do not lie. I hope when you read this post you will absorb the magnitude of opportunity right in front of you. This press release speaks of Female Shoppers and Blogs. Granted I think that is awesome but it goes far deeper than just blogs. If you look at the numbers that are in this study you will see how important the "Female Shopper / Buyer" strategy is. If you are a dealership that does NOT have a proactive strategy to maximize this demographic you are seriously missing the boat. 

The Key to being successful is NOT just working hard... Its working hard, working smart, being consistent and thinking outside the box.

Sean V. Bradley-

Women Car-Buyers Who Get Advice From Blogs and Social Media Show Double-Digit Increases in Excitement, More Confidence, and Say Blogs Influence Decision to Buy, Reports BlogHer, Inc.


"Put Her in the Driver's Seat" Survey on Women's Attitudes, Emotions and Favorite Information Sources on Car Purchasing Presented at JD Power & Associates Annual Symposium
BELMONT, CA, Oct 17, 2011 (MARKETWIRE via COMTEX) -- BlogHer, Inc., the premium cross-platform media network and publisher for women, today announced the results of "Put Her in the Driver's Seat," at the JD Power & Associates 2011 Automotive Internet Roundtable in Las Vegas. The survey, designed to explore how women feel and where they turn for advice when shopping for cars, revealed a significant positive impact on female buyers who used blogs and social media -- and a preference for blogs and official product information sources versus traditional media and social networks.
The Emotional Impact of Car-Buying


The survey revealed that, as a gender, women car-buyers were both more excited (74%) and more nervous (53%) about car-buying than were men buying cars (71% and 42% respectively). Of this group, women who sought advice from blogs and social networks during the car buying process demonstrated higher excitement levels: Women who consulted blogs about buying a new car were +13 points more excited than women who did not, and women who consulted social networks were up +12 points. Confidence levels also increased through social media use: Confidence among women who used Blogs for Auto advice was +8 points over women who did not, and +5 among women used social networks.
Blogs and social networks have different impacts on the stress levels of women car-buyers, the survey showed: The stress levels of women who used blogs for advice were -4 points lower than the total sample. However, stress levels remained the same for women who used social networks. Blog users also reported being slightly less nervous at -2 points lower than the total sample, while social network users showed an increase in levels of nervousness at +4 points higher than the total sample.


Information vs. Influence


Women's top five information sources for researching a car purchase were car dealership visits (65%), word of mouth (56%), car review websites (53%), auto manufacturer websites (43%), and blogs (31%). Other sources, such as auto magazines (21%), Facebook (17%), and TV advertising (16%), lagged significantly behind.


Of the top five information sources named above, the following four were also ranked the most influential on a woman's car-buying decision: Dealership visits, word of mouth, car review sites and blogs. However, one information source that women ranked as a top five information source -- auto manufacturer websites -- ranked dead last in influence on their ultimate decision.
"Women clearly articulated the features they need to see and the voices they want to hear when considering a car purchase," said Elisa Camahort Page, Co-founder and COO of BlogHer, Inc. "We see a huge opportunity for auto manufacturers to indeed 'Put her in the driver's seat' and let her buying preferences re-shape how the automotive community reaches the powerful women's market."
About the Survey With auto sales in the U.S. alone expected to top 13 million units in 2011 (A.T. Kearney, May 2011) and women making or influencing 85% of those purchases (JD Power & Associates) BlogHer's study specifically addresses the growing role played by social media and blogs in the automotive purchasing decision-making process, and the influence of such sources vs. traditional media and industry information sources. "Put Her in the Driver's Seat" survey was conducted using the following samples:


-- BlogHer, Inc. fielded a survey across two populations: U.S. online
general population in 7 markets and 26 million BlogHer network users.
The total sample size was 1,467 with a total of 1,090 women and 377
men across the United States.
-- The margin of error is +/- 2.46% with a confidence level of 99%.
-- All portions of the study were conducted in August 2011.
-- BlogHer was one of eight companies chosen to present research at this
annual automotive Internet industry event.


The survey presentation can be found here: http://www.blogher.com/put-her-drivers-seat-social-tools-empower-womens-car-buying-process
About BlogHer Reaching more than 27 million women each month (Nielsen Site Census, September 2011), BlogHer ( http://www.blogher.com ) is the leading cross-platform media network created by, for and with women social media leaders. BlogHer developed and leads the marketplace with the most robust economic and networking opportunities for women in social media and brands seeking to engage in authentic and persuasive dialog with them. Founded in February 2005 by Elisa Camahort Page, Jory Des Jardins and Lisa Stone, BlogHer publishes and syndicates news, information, advice and recommendations to and from 2,500 premium blogs, delivers uniquely insightful research on women in social media across interest areas, hosts the world's largest conferences for women in social media and curates a daily news service, BlogHer.com. BlogHer's investors are Venrock, Comcast Interactive Capital, and Azure Capital Partners.
SOURCE: BlogHer, Inc.

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