9 Best Practices for Dealerships During the COVID-19 Crisis

Let your consumers know that your dealership is closed, but your business is not! Communicate that you are in the process of implementing alternative solutions. 

If you can’t keep in touch on your regular channels, use social media. Respond quickly because consumers need to be reassured. To do this, compile a guide of the best answers to the most frequently asked questions and quickly inform people in charge of any changes.

 For added peace of mind, our social media management  is always on hand to support you in your crisis communication.

Everyone is facing the same situation and consumers will generally be aware of the challenges of adapting your business to this new reality. Be as transparent as possible about what is going on in the dealership and explain that you are doing what you can to continue to assist them with their needs despite this situation. Your honesty will strengthen their trust and loyalty.

In these times of social isolation, the important thing is to humanize your digital communication as much as possible. Instant messaging tools such as CHAT 360 and SMS 360 or online conference tools such as Zoom or Google Meet are there to allow you to personalize your communication. And if not, a good old telephone call can do the trick! Don’t underestimate the power of a conversation with your sales advisers, even from a distance.

For each step usually carried out in dealerships, explain to your consumers that they now have a digital alternative available:

• • • Meetings on Facetime, Skype, Zoom, Facebook Messenger…
    • Virtual vehicle visits thanks to photos and 360 ° tours available on your website with PIX 360 or simply through videos shot on your smartphone.
    • Online vehicle purchases.
    • Home delivery of vehicles.

Our teams are there to support you in implementing technologies so that you can continue to offer your customers the best experience. The important thing is to do your best with the tools at your disposal. We also help you promote the simple fact that you are still in business.

“Revolutionizing the way consumers have bought cars for the past 100 years.” This has always been our vision. Today it has become a reality for all of us. Online vehicle sales tools no longer represent a simple alternative, they have become vital for your dealership.

If you have our suite of e-commerce products, be sure to use these tools optimally to get the most out of them. If not, it’s time to equip your dealership so you don’t miss out on profits over the next few months.

Communicate as explicitly as possible that you have the technology to buy vehicles 100% online. It is an exceptional tool that most consumers do not yet know about. Shout it from the rooftops! 

Our teams are there to support you in setting up your online business platform.

Some consumers may find themselves somewhat lost in the use of unfamiliar digital tools. It is important to guide and accompany them in their use of your platforms. You can ask them to share their screen or even take control of it thanks to software like TeamViewer to show them how it works, step by step.

Be sure to communicate about regulatory changes issued in your province in regard to signing contracts online. In short, show that you are confident and that you always know what you are doing.

During the COVID 19, crisis, your CRM will be even more important than usual. Closely monitor the productivity of your agents, their interactions with consumers, and verify that procedures are followed. Even if everyone has to adapt to the new working conditions, the survival of your dealership depends on the best possible answers for worried consumers. Note the importance of having an activity dashboard at your disposal that clearly indicates your agents’ performance.

Once the COVID-19 crisis is over, you will need to be ready to quickly restart your activities. Anticipate and respond quickly to your customers’ requests to bring in cash sales. Analyze the most wanted vehicles and the most requested services during the social distancing period. These will be sure values to restart your activity.

Our online sales tool, DESKING 360 is an ideal transitional tool to track vehicles registered by consumers during social isolation and finalize sales at the dealership for buyers who didn’t feel comfortable doing it 100 percent online.

Take advantage of up to 3 hours of free marketing or editorial content production to help you with crisis communication.

Benefit from a 50 % reduction on the monthly fees for SHOWROOM 360-V2 for new and used vehicles in April and May.

Get CHAT 360 free during April and May 2020 (some conditions apply) and free installation.