Mark Gilbert Gives Tips to Enhance Customer Experience in Car Dealerships

For Mark Gilbert, the customer experience within the dealership is one of the most critical aspects of running a sales floor. It’s all about the buyer experience: if they feel comfortable, heard, and if they see and hear things that they like out on the dealership, it’s far more likely that you’d be able to close a sale.

What’s more, exceptional customer experiences lead to repeat business. The customer, having enjoyed their time in the dealership, will more than likely return and recommend your dealership to others. And word-of-mouth can be quite a powerful thing. This is precisely why cultivating an excellent customer experience is so important.

Mark Gilbert has a few great reminders about making that excellent customer experience happen.

Awareness, Consideration, Decision

Always remember this critical process. The customer realizes they have a problem and comes to you. This is your chance to show them that they have an opportunity to solve that problem. Now that the customer has defined and considered that problem, they are currently looking for a specific solution. You have to present that solution to them and lead them to the decision to solve it.

Make use of your digital resources

In this day and age, a customer wants fast work and convenience. That’s an issue that technology can quickly address. Mark Gilbert recommends going for the gadgetry. Implementing new technology on the sales floor such as tablets, virtual reality experiences, or even just as simple as giving your staff new headsets can make things go so much more smoothly.

Let them know you’re there

Being present, interacting with your customers in various ways, leads to better customer experience. Above all else, customers like knowing that their problem is addressed, the issue is getting heard, and best of all: that the dealership has a solution. Listen, interact, and even prompt them along through messaging.

Mark Gilbert believes in the power of positive customer experience. If your customers are happy in the dealership, sales will undoubtedly follow.