+421 2 32 603 163
+33 187 650 076
+49 8 920 190 128
+39 05 411 725 610
+34 951 820 028
Volkswagen car
Audi car
Peugeot car
Ford car
BMW car
Mercedes car
Renault car
Volvo car
Skoda car
Toyota car
Citroen car
28 August 2024
Improving Dealership Reviews: 5 Ways to Achieve the Goal
EUROCOC team
Online reviews have become a key pillar for the success of any car dealership within today’s competitive automotive industry. Indeed, with the advent of the internet and social media, customer opinions have become easily accessible and influential, shaping a company’s reputation and image.
In this context, it is very important to understand the crucial importance of reviews and the significant impact they can have on sales as well as on customers’ trust in your brand.
In this article, therefore, let’s take a look at some tips on how to improve a dealership’s reviews and how to attract more satisfied customers.
1 Provide Outstanding Customer Service
High-quality customer service not only allows you to meet buyers’ expectations, it also allows you to exceed them, creating experiences that go far beyond the mere purchase of a car.
Positive reviews often reflect the gratitude of customers for the exceptional treatment they received, emphasising attention to detail, staff courtesy and promptness in solving problems.
Investing in staff training is, therefore, essential to ensure that every member of the team has the necessary skills to provide a courteous and professional service.
However, it is inevitable that problems or dissatisfaction may occur. However, what matters is how these issues are handled. Resolving complaints promptly and effectively demonstrates commitment to customer satisfaction and can turn a negative experience into a positive one.
Listening carefully to customer feedback is also very important to identify possible areas for improvement and to adapt the services offered by the dealership to the different needs of potential buyers.
2 Creating a Memorable Buying Experience
A memorable buying experience is not just about the simple business transaction, but rather about the overall journey followed by the customer, from the moment they enter the dealership until they leave with their new vehicle.
Positive reviews often reflect gratitude for personalised service, a welcoming environment and a transparent and smooth purchasing process.
Allowing customers to try out their desired vehicle by offering a personalised test drive can increase their confidence in the purchase and potentially generate positive reviews.
The atmosphere inside the dealership should also be welcoming, clean and professional. A comfortable and inviting environment puts customers at ease and makes them feel welcome, contributing to an overall high-quality experience.
Minimising bureaucracy and simplifying purchasing procedures can also make the whole process more efficient and pleasant for potential buyers.
If you sell cars from other European countries, for example, you might consider providing the certificate of conformity with the purchase, an indispensable document for re-registering the vehicle. To this end, we would like to remind you that one of the easiest and quickest ways to obtain this certificate is through the service offered by our EUROCOC portal.
3 Invest in Online Reputation Management
Online reviews have a direct impact on the public’s perception of the quality of service offered by a dealership.
Many positive reviews can increase the trust of potential customers and positively influence purchasing decisions. However, even one negative review that is not handled properly can significantly damage a company’s reputation and alienate potential buyers.
It is therefore essential to respond to negative reviews in a timely manner in order to demonstrate your commitment to customer satisfaction. A timely response shows that the company takes visitors’ concerns seriously and is willing to proactively solve problems.
4 Implementing Incentive Schemes for Reviews
Implementing incentive programmes for reviews can be an effective strategy to encourage satisfied customers to leave positive feedback about your dealership.
However, it is important to understand the pros and cons of this practice. Among the main advantages of incentive programmes is the potential to increase the number of positive reviews.
By offering incentives, such as discounts or free gifts, you encourage satisfied customers to share their experiences, thereby increasing the credibility and authenticity of the reviews. Moreover, these programmes can help strengthen the bond between customer and dealership, enhancing loyalty in the long run.
However, one of the main risks is obtaining inauthentic reviews. If customers perceive that reviews are manipulated or influenced by inducements, they might, in fact, doubt the veracity of the reviews and lose trust in the dealership. This could have a negative impact on the company’s reputation and credibility.
5 Using the Power of Word of Mouth Marketing
People tend to trust the opinions and experiences of their friends, family and colleagues more than any advertising or promotion. Harnessing the power of word-of-mouth marketing can, therefore, have a significant impact on a car dealership’s reputation and success.
When a satisfied customer shares their positive experience with friends, family or their online social network, they send an authentic and persuasive message that can positively influence other people’s purchasing decisions.
Offering incentives or referral programmes for satisfied customers that bring new buyers to the dealership can actively promote this and reward loyal customers.
In a world where opinions are increasingly accessible and influential, improving a car dealership’s reviews has become crucial to stand out from the competition and be successful.
By implementing targeted strategies such as providing exceptional customer service, creating memorable shopping experiences, managing online reputation, implementing ethical review incentive programmes and harnessing the power of word-of-mouth marketing, dealerships can stand out within the competitive automotive market arena.
COC Availability Checker
You can check your COC availability by inserting
the VIN into our new COC availability checker.
