Statista reports that online shopping exceeded $4.2 trillion in 2021. Now, consumers are looking to even buy cars remotely through services such as Carvana, Vroom, and other similar options. How can dealers compete with the remote car buying craze and continue to be profitable? The answer begins with your phones.
Ecommerce has taken the world by storm and there’s very little you can’t get from Amazon and other online shopping platforms. Retail is no longer just brick-and-mortar and shoppers have taken to the internet for a frictionless shopping experience. Statista reports that online shopping exceeded $4.2 trillion in 2021. Now, consumers are looking to even buy cars remotely through services such as Carvana, Vroom, and other similar options. How can dealers compete with the remote car buying craze and continue to be profitable? The answer begins with your phones.
The Cons of Buying a Car Online
Yes, we have become a consumer base that likes to buy things without having to go through a salesperson. While this often works nicely for common retail shopping, such as household goods, clothing, and similar everyday items, buying a car is a much bigger purchase and requires a longer buying journey. Here are some challenges that customers cite as coming with remote car buying.
- You don’t know the true condition of the car.
- Delivery can take weeks and may require additional charges.
- Completing the paperwork can be cumbersome.
- It can be difficult to get support if you encounter problems.
Why are People Remote Buying Their Cars?
Despite the challenges, consumers are still buying cars remotely. But why? Recent chip shortages have lowered inventory levels on many lots, making it more difficult to find the exact car consumers want. Customers no longer have an unlimited choice at a dealer, but they may be able to shop around online and more easily find what they are looking for.
Additionally, recent spikes in gas prices have again made fuel economy a top priority. Customers want electric vehicles or, at the very least, a fuel-efficient choice. Consumers are doing some comparison shopping and targeting cars that won’t break the bank at the gas pump.
As a dealer, how can you entice customers to purchase from your dealership instead of online? Your phone system will help you beat out remote buying. Here’s how phones solve these customer challenges.
Provide Shopping Assistance with Your Phones
One of the primary disadvantages of buying a car remotely involves the condition of the vehicle. Customers may find pictures that show the interior and exterior, but it can be difficult to assess the true condition of a car from images. Purchasing from a dealer is ideal because you can visit and assess the car personally before buying. All you have to do is get them on your lot and they can evaluate the car personally so there are no unexpected surprises. But remember, customers, are now doing their research before they come to browse. That’s why your phones are a critical asset in the research phase.
While customers do want a frictionless buying experience, they also want a quality vehicle. Making sure you have knowledgeable staff on hand to answer phones and limiting dropped calls positions you to support customers in the consideration phase. Your phones allow you to provide information regarding inventory, pricing, and condition to entice customers to make the trip to your lot.
Combine the Benefits of Remote Purchasing and Dealership Support
The allure of remote purchasing a vehicle stems from having control over the purchasing process, gaining access to more options, and avoiding the lengthy sales process. In the past, customers have often felt anxiety about the dealership experience, leading them to seek an online transaction instead. With the internet, customers can prepare themselves with more information and can engage in easy comparison shopping. But buying a car online can still be a drag if purchasers aren’t supported. You can provide the best of remote purchasing and a supported transaction by starting with a seamless phone experience.
Providing a helpful, optimized phone experience allows your customers to get the information they need AND be supported throughout the purchasing journey. As customers enter the purchasing funnel, they will begin with research, then contact your dealership as they perform more in-depth investigation. Optimizing your phone system with health checks, minimal wait times and supportive staff is critical in helping consumers transition to purchase.
A Good Phone System Lets Customers Resolve Issues Quickly and Efficiently
When issues arise, customers want a swift and easy resolution. Companies dedicate lots of resources toward customer service because satisfaction is key to boosting revenue and keeping customers. Often, resolution begins with a phone call to find information on how to resolve the problem. Devoting call staff to helping customers with problem resolution will keep them coming back to your dealership for purchases and maintenance.
Dealers still provide much more for customers. Focus on quality and customer satisfaction and you’ll still come out over remote buying.