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Wards Auto What Do Customers Know?

Wards Auto
What Do Customers Know?

August 2013

Ask car shoppers how a dealership salesperson should act, and they'll tell you this and that. Trouble is, they might not really know what makes for good salesmanship. Henry Ford said if he had asked his original customers what they wanted, they would have requested a faster horse. “The same could be said of asking people about their car-buying experience,” says Fran O'Hagan, CEO of Pied Piper Management. His consultancy recently completed its ... Read More >

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Tags: automotive secret shopping benchmarking car buyers customer loyalty dealership dealership experience dealership responsiveness Fran O'Hagan Infiniti Lexus Mercedes-Benz Steven Finlay Wards Auto
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