Measure, Report and ImprovePSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Customer Loyalty (Page 14)
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Dealerelite.net
How Important is the Facility to the Sale?
January 2012
There are studies that show facilities actually have little to do with whether a customer buys a vehicle from a dealership. One such study is Pied Piper Management LLC's annual Prospect Satisfaction Index, which sends anywhere from 3,500 to 4,000 mystery shoppers into dealerships each year to determine what's most important to customers. And yes, the facility ranks low on importance. In fact, it's the dealership's people that are the most ... Read More >
Powersports Business Blog
As dealer principal, do you act like a CEO or a janitor?
January 2012
Back in 1985, I scraped together every last cent to buy a Kawasaki Ninja 600R from a dealer in Pennsylvania, Bill Peacock. I still remember Bill's business card to this day because below his name he had chosen for a title, “Owner, Janitor.” His point was that his dealership was a small, friendly, hands-on family business. One of the sales process steps our company measures today is whether a sales customer is introduced to dealership management ... Read More >
Powersports Business Blog
Are the motorcycle brands you sell really just commodities?
December 2011
Wandering around this year's Long Beach motorcycle show, I was struck by how dramatically the U.S. motorcycle market has changed — and is still changing. Remember when the four Japanese brands and Harley-Davidson seemed responsible for 95 percent of what was happening, and niche brands like BMW, Ducati, Victory and Triumph were really just curiosities? Today the four Japanese brands and Harley-Davidson are still heavy-hitters, but the brands that ... Read More >
Powersports Business Blog
Is your dealership closed when customers want to buy?
October 2011
Earlier this year, New Jersey Gov. Chris Christie signed a bill into law allowing Sunday motorcycle sales. While pushing for the change in law, New Jersey motorcycle dealerships observed that many of their customers had been crossing over the state line into Delaware to shop on Sundays. How many motorcycle dealerships nationwide are open on Sundays? For that matter, how many have extended hours on Saturdays, instead of closing early to allow ... Read More >
Powersports Business Blog
Lack of floor traffic sinking your dealership?
September 2011
Too many hard-working motorcycle dealerships today are holding on for survival, trying to grind out a living relying on the same number of customer “ups” in a week that they used to see on any given day. First of all, yes, you are in good company; there are plenty of other dealerships in exactly the same predicament; and yes, most would agree that you and your team didn't cause the downturn. On the other hand, you and your team are the ones who ... Read More >
Wards Dealer Business
Whodunnit the Best? Mystery shoppers test dealership sales skills by brand
August 2011
Mystery shoppers gauge things that are important to making a sale, but not necessarily of interest to customers at the particular time. “A customer in a dealership is thinking about price and trade value, not whether the salesperson addressed specific features, asked for the sale or followed the sales steps,” said Fran O'Hagan, President & CEO of Pied Piper Management Company LLC. “Those are not what the customer focuses on, but they are what ... Read More >
Powersports Business Blog
Do your salespeople ask for the sale every time?
August 2011
Probably not. We know that asking for the sale is an obvious key to selling motorcycles, but we also know that on average, U.S. motorcycle salespeople ask for the sale less than half the time (48 percent to be exact). Given that asking for the sale directly sells more motorcycles, why do so many salespeople resist? Two reasons: First of all because we humans dislike rejection as much as we dislike anything. Salespeople must understand and ... Read More >
Automotive News First Shift
Secret Shoppers Pick Mercedes
July 2011
Mercedes-Benz dealerships ranked highest in a study by Pied Piper Management Company to measure how effectively dealerships sell cars. Jaguar and Lexus tied for second. Read More >
Motor Trend
Mercedes Dealers Ranked Highest, Secret Shopper Survey Finds
July 2011
When it comes to the car buying process, the car pretty much does all the work, pulling in buyers with its impressive MPGs, like the Chevrolet Cruze or Ford Fiesta, or making them drool with offerings of the turbo inline 6 in the BMW 1M. Even completely new and fresh designs like the Kia Soul and completely redesigned models like the Hyundai Elantra are enough to entice buyers— all that's left is to seal the deal. But which dealerships leave ... Read More >
Automobile Magazine
Mercedes-Benz Dealerships Rank High in Customer Satisfaction
July 2011
The auto industry is seeing better days since it suffered a crisis back in 2008, when American car sales plummeted to one of its lowest points. Since then, the industry has rebounded and customers are now flocking to dealerships across the country to get their hands on a new set of wheels. But which dealers are performing up to par? Read More >
