Sales to Service, Service to Sales.
One of the biggest areas of improvement I often see at the dealership is fixing the disconnect, lack of communication and cohesiveness between the sales and service departments. How well is your dealership doing in integrating the two departments at your dealership?
- Are you marketing to sold customers who have not been in for service?
- If someone comes to your service drive with high mileage or is out of warranty, do you have a process of notifying someone in the sales department?
- When one of their sold customers comes in for service, do you notify the salesperson to greet them in the service drive (and ask for referral)?
- If a salesperson sells a vehicle, are they setting the customer’s first service appointment?
- Do you send out sold anniversary letters and/or emails reminding the customer of their registration renewal, recommended services, their current trade-in value, and current sales specials?
- Are you sending to your recently sold customers marketing regarding parts and accessories to customize their new vehicle?
- Does your sales department market to your service customers who have never purchase a vehicle from your dealership?
If you answered “no” to any of these questions, you are missing an opportunity to drive more traffic to your sales and service departments.
What are your thoughts?