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Aftersales workshop: Improve your online presence – Paul Hilton, GForces

2 Paul Hilton, head of retail, GForces

Dealers can take on the fast-fit chains, GForces’ head of retail Paul Hilton told a workshop on marketing and selling aftersales products and services online.

  NEED TO KNOW

        
♦  Dealers can use franchise- and location-specific keyword to compete with fast fit chains online
Online service bookings are essential
 
 

While dealers cannot compete in online search for generic keywords, franchise-specific, geo-location keywords offer more opportunity. With some independents and fast-fits receiving low review scores online, franchised dealers should highlight their typically high customer service scores.

Online service bookings are essential as 36% of bookings are made out-of-hours and website design should be optimised to cater for the 30% of visitors on mobile devices. Other areas to include are retailer-driven service plans online and an internet parts and accessories shop.

Hilton also offered tips that dealers could adopt from independent and fast-fit players and comparison and referral websites:-

In ‘n’ Out – express MoT and services with the emphasis on convenience.

Formula One – reputable autocentres with online booking and payment.

Servicing Stop – online booking and a strong online reputation while Spotify promotions attract younger drivers.

Click Mechanic – online booking and transparent pricing appealing to entrepreneurial mechanics.

Whocanfixmycar.com – owned by Trinity Mirror Group, it allows repairers to quote for work and is active in the three- to four-year-old vehicle parc, providing an opportunity for franchised dealers.

Hilton said: “Look at your contact strategy and engage with your customers early on as retaining customers is easier and more profitable than finding new ones.”



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