Sales and marketing teams have inherent responsibilities for increasing customer retention. A seasoned sales manager can leverage his or her past experience to influence the decision-making process for the most profitable outcome. This experience informs a sales and marketing professional about the best ways to position their own personal brand in order to attract and convert customers. By engaging a current customer, a seasoned sales professional can assist a new sales team member in proving an interest in customer success, not just a single sale.
Sales and marketing teams must remain focused on providing outstanding customer support. CRM’s, including automated customer relationship management systems, help sales teams stay competitive by automating much of the sales process. Customers expect that each time they contact a dealer, that the dealership will be responsive with information and action items.
Sales and marketing departments must utilize all the tools at their disposal in order to increase the number of prospects and customers they bring in. Automated CRM’s allow sales teams to analyze and follow leads that are generating interest from potential clients. Sales and marketing teams can create multiple action plans based on the data generated by these CRM systems. Once the plans have been developed, these plans can be implemented to achieve the goal for each month or quarter.
The goal of every successful dealership is to build excellent relationships. Sales and marketing departments can use their experience and knowledge to market their dealers and their products to increase awareness of their dealership. Increased awareness brings increased interest, which in turn creates more leads and potential customers. By implementing various marketing strategies, both internal and external to the sales and marketing department, a strong sense of brand identification develops.
It takes a combination of sales skills and customer service to sell cars. Both skills should be in high demand in today’s competitive selling environment. If there is one area that many sales people’s struggle, it is customer service. When people don’t get what they expect from the sales people, they will often defect because of poor service. Customers expect to receive prompt help when they need it, reliable after sales service, quick responses to their inquiries, and an overall positive experience.
All sales and field sales professions require the ability to develop and manage customer relationships. Sales and marketing professionals in the automotive field should therefore be prepared to work with the most difficult people, including automotive industry newcomers, trade-ins, finance managers, dealerships, suppliers, automotive sales reps, and clients. This job entails interacting with a wide range of people and requires a high level of patience, ability to negotiate, and ability to make the sale. These professionals should also possess excellent organizational skills, communication skills, and the ability to manage multiple tasks.