COVID-19 Customer Concerns - Some helpful tips

Helpful tips for dealers

Given the current and emerging Coronavirus situation that we all find ourselves in today, we thought it may be helpful to collate a short list of ideas for car dealers to consider implementing during this time.

Over the next few weeks and months, it will be particularly important to convey to your customers what proactive measures you are putting in place to assist with their safety, providing them with as much confidence as you can to continue doing business with you.

This will include options like:

• Sanitising every set of car keys before and after each use.
• Sanitising the steering wheel, gear shift, handbrake, door handles (internal and external), and seatbelts, along with any other surfaces that come into contact with a customer or person using the vehicle. (Tip – do not use harsh chemical based sanitiser that could damage the vehicles components).
• Buying a box of pens (have them branded, even better) and when used they are the customers to keep. Give each customer a fresh pen to use.
• Asking that customers wash or sanitise their hands before test driving.

These measures prove that you care and have got your customer's best interest at heart.

Consider creating a dedicated page on your website regarding COVID-19 so your customers have one easy to access source of information outlining the specific steps you are taking. You may want to consider taking photographs and/or video of these steps. Also include a link to this page in any future communications you make to your customers.

We suggest you also consider offering (and informing your customers that you offer):

• Test drives from the customer’s home (where possible). ie bring the vehicle directly to them if they don’t want to travel.
• Video calls to customers so you can take them right around the vehicle answering questions and showing them what you need to from the comfort of wherever they are.
• Online sales process including finance applications. Educate customers on the process that can be facilitated online with finance application forms, or even more automated finance applications, approval and document signing like Finance Central*. We see this as the best finance solution that they can do anywhere on their mobile phone or desktop without having to come in personal contact with anyone.

It will be important that you get this message out to your customers quickly and effectively. Consider options like:

• Your website – add a dedicated COVID-19 page advising your customers of the steps you are taking to ensure their safety and outlining any new offerings like test drives from home, video walkaround etc.
• Vehicle advertising on listing sites - update vehicle descriptions with standard text relating to your COVID-19 initiatives.
• Facebook – posts and sponsored posts.
• Basic posters in the dealership – simple A4 posters in key places outlining what you do.
• Email campaign to all past customers - consider one-off email campaigns to advise your customers or prospects of the steps you are taking.
• One on one – go out of your way when someone is on the phone or walks in to advise them of your protocol and how serious you take your customers safety.
• Email responses to enquiry – include a link to your new website page. If they want to visit then they will have comfort in your new measures.
• Auto Attendant - update with what you can offer and are doing.

We're here to help!

As mentioned, we are offering a heavily discounted rate on any web development work, graphic design work and/or general support you may need related to COVID-19 messaging until 31 May 2020. This is a 50% discount and is effective immediately.

In addition, any custom email campaigns relating to COVID-19 messaging will be at the discounted rate of 10 cents per email until 31 May 2020.

If there is anything else we can do to assist you at this time, please do not hesitate to contact us. We will look to provide further updates and information as we can.

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Note: whilst Finance Central is still in our pilot phase we are happy for any dealership that would like to utilise, or learn more about its online/customer lead/paperless solution during this time then please let us know.

Any pricing excludes GST.

If you need to talk about ways to deploy promotion of any initiatives you are implementing in the dealership, then please let us know as we are here to help on dealersolutions@motorcentral.co.nz