Alphera Financial Services has launched a training programme for dealers to help them boost customer retention because “this year it is going to be tough to find new ones”, said UK director Spencer Halil.
Improving phone conversations with customers will be a key ingredient.
The training, free for dealers and Alphera’s broker partners, is being provided at a number of locations around the UK until mid-May.
It will focus on all areas that can influence someone’s decision on whether to return to a dealer, said Halil.
Alphera, BMW Group Financial Services’ all-makes vehicle finance division, was launched in the UK in 2006. The brand is in more than 25 countries.
Halil said the training was designed to increase dealers’ knowledge and understanding of customer relationship management (CRM) best practice.
“It is important for dealers to maximise opportunities with existing customers through effective contact over the phone, resulting in them making a visit in person,” said Halil.
“Alphera is committed to helping dealers grow their business, by adding proactive value to the relationship. As well as a finance focus, this course covers retention as a whole so will work on all customer skills.”