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Pinewood reveals DMS enquiry management tips

As the modern-day automotive sales journey evolves, dealers face the challenge of converting leads and enquiries into sales in an increasingly digital and competitive environment. Customers have often educated themselves online or made their purchase decision before engaging with a dealer, reducing the opportunities for dealers to influence decision making during the initial stages of the customer journey.

This means that when customers do finally make contact with a dealer, it’s even more crucial that the retail experience is a flawless one.

Dealers need to have a powerful Dealer Management System in place and make full use of its capabilities, to convert leads into sales. Many dealers still don’t make use of the tools available to them within their Dealer Management System, which is a huge missed opportunity.

“Dealers must focus on creating a positive customer experience, providing them with all the information they need in a simple and efficient manner,” says Neville Briggs, Managing Director at Pinewood Technologies PLC.

Improve website listings to increase leads

With a growing number of car buyers preferring to browse vehicle information online rather than in-store, it’s vital to make sure website listings include lots of high quality photos, accurate vehicle specification and are up to date. Dealers who provide more detailed and better quality website listings are more likely to gain leads.

Many dealers have the ability to update vehicle listings quickly from their DMS. Pinewood are focused on helping dealers achieve a seamless and customer-centric online experience, with their DMS offering the ability to capture up to forty vehicle images, which are immediately available to the dealers’ website. This provides the ideal tool to showcase vehicle stock, enhancing the online search phase and resulting in more enquiries.

“Our stock management app, Stock+, allows users to instantly enhance website listings with vehicle details and photos from their mobile device”, says Briggs.

Maximise lead conversion through effective enquiry management

Similarly, choosing a DMS with tools to improve your showroom management processes will positively impact on lead conversion. From managing new enquiries, to the first contact with a customer, to the vehicle handover. The modern dealership is no longer an environment where a ‘quick and hard sell’ works – therefore converting leads relies upon the customer experience. This is an opportunity for dealers to impress.

“Pinewood DMS users can send personalised videos and emails at key points throughout the customer journey,” Briggs explains. “These communications create a more personal experience for buyers, enhancing their likelihood of taking action.”

Likewise, dealers must ensure follow-ups are dealt with effectively. “Pinewood DMS can prompt sales users to schedule a future contact following every customer interaction – whether this is online, over the phone or in person. The DMS connects with Outlook, scheduling reminders for any future appointments or contacts, helping sales teams to never let a lead go cold. Every interaction is stored on the customer’s CRM record, so other salespeople can pick up where they left off as and when required. This ensures that every dealer using Pinewood DMS has the best tools to manage and convert enquiries into sales,” says Briggs.

Make it quick and easy to pursue leads from manufacturers      

Finally, dealers can boost inbound enquiries by having a DMS with manufacturer integrations for their represented brands. For the systems which offer these integrations, enquiries submitted to manufacturers websites can automatically be sent to the DMS and flagged as opportunities for the sales team to action. Pinewood have close working relationships with manufacturers to help facilitate this.

By using their DMS to its full potential, dealers can boost their conversion rate, significantly influencing sales revenue.

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