Automotive News First Shift
Lexus, Honda and Toyota Dealerships Rank Highest
March 2011
Lexus, Honda and Toyota dealerships ranked highest in a study to measure how dealerships treat car customers online. Pied Piper tracks dealerships' performance with mystery shoppers, but in this case, online mystery shoppers.
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AutoGuide.com
Toyota and Honda Dealers Deemed Most Responsive to Customer Inquiries
March 2011
A new study, released by Pied Piper Prospect Satisfaction Index (try saying that with a full mouth) turned up some interesting findings, specifically when it came to what's called Internet Lead Effectiveness rankings. The study measured average dealership performance for all brands selling vehicles in the US and discovered that it varied widely depending on the brand. Toyota, Lexus and Honda dealerships were shown to rank highest in terms of ...
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Media Post
Automakers Internet Efforts Lag In-Person Customer Svc.
March 2011
Lexus, Honda and Toyota dealerships ranked highest in a newly released Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness study, which measures dealership responsiveness to customer inquiries over the internet. But industry wide, dealers' internet efforts lag their in-person customer service.
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Press Release: 2011 Pied Piper PSI(R) Internet Lead Effectiveness(™) Benchmarking Study (U.S. Auto Industry)
Lexus, Honda, Toyota Dealerships Top Ranked for Internet Lead Effectiveness
March 2011
Industrywide: 36% of customer internet inquiries remain unanswered after 24 hours Lexus, Honda and Toyota dealerships ranked highest in a newly released Pied Piper Prospect Satisfaction Index® (PSI®) Internet Lead Effectiveness(™) Benchmarking Study to measure dealership responsiveness to customer inquiries over the internet. The study measured average dealership performance for all major U.S. automotive brands, showing a wide variety in ...
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PowerSports Business
How to get your customers to say, “I'll take it”
March 2011
How do some experienced salespeople make selling motorcycles seem so easy? The simple answer is that they have mastered three basic steps: trust, understanding and value. Yes, the motorcycle sales process consists of many more than three steps, but these three often separate the beginners from the pros.
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Automotive News
Pied Piper helps track dealerships' internet results
February 2011
Mystery shoppers are nothing new, but Internet mystery shoppers are. That's part of the expansion plan for Fran O'Hagan as CEO of Pied Piper, which tracks not whether customers enjoyed their shopping experience but whether dealership salespeople did the things that would lead to a sale.
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Powersports Business Blog
How to avoid, “No thanks, I'm just looking.”
January 2011
Salesperson asks, “Can I help you?” Shopper answers, “No thanks, I'm just looking.” Ten minutes later the shopper walks out the door. The shopper was interested in motorcycles. You are interested in selling them a motorcycle. What was the problem? You heard what the shopper said, but this is what the shopper was thinking, “I'm psyched to be looking at these motorcycles, and if you were my friend, I would tell you all about what I like and don't ...
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Powersports Business Blog
Will you surrender to ‘creative destruction?'
December 2010
In business, the term “creative destruction” applies to successful new ventures rising out of the ashes of other failed businesses. We watch a typewriter manufacturer go out of business, but find that its building and its employees are snapped-up by a new supplier to the computer industry. Or newspapers lose circulation and layoff journalists who instead find jobs making online publications successful. How does the “creative destruction” concept ...
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PowersSports Business Blog
Internet inquiries: Respond by e-mail or telephone?
November 2010
More than 80 percent of today?s motorcycle shoppers visit a Web site before visiting a dealership, so we shouldn?t be surprised as more and more shoppers? first contact with a dealership is by Internet/e-mail too. Successful dealerships have a defined process in place to handle Internet/e-mail leads, but is the ?best practice? to respond by e-mail or by telephone? Some experts argue that since the customer contacted the dealership by ...
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Dealernews
Want a customer's perspective? Try Secret Shopping.
November 2010
The PSI process measures how effectively each brand?s dealerships help motorcycle shoppers become buyers. Dealers can pay Pied Piper to secret-shop their own store. The cost is $99 per salesperson evaluation, and the information is collected and viewed using a Web-based program.
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