Building Trust Online
Just prior to the pandemic 81% of consumers surveyed reported that they intended to complete their purchase in person*, yet, according to Autotrader’s 2023 report, 80% of shoppers are now open to transacting their purchase 100% online, and 70% say that they are more likely to buy from a dealership if they can begin at least part of the process online.**
Simultaneously customer satisfaction rates have fallen and shoppers are reporting spending more time shopping on line less efficiently due to lack of inventory and unsatisfactory user experiences.*** , Not surprisingly, consumers’ demand for transparent shopping experiences and both sellers and services that they can trust is at an all time high as a result.
The challenge for dealers is to find new methods to effectively build trust and maintain loyal customer relationships without the benefit of the face to face human interaction facilitated by in person visits to the dealership.
The solution is personalized Business Development and customer engagement, both digitally and over the phone, that is well coordinated with streamlined online processes to take the hassle out of the transaction for the consumer.
Partnering with the right BDC to ensure rapid and effective customer engagement that begins building trust with the customer at the very beginning of their journey is critical not only to customer satisfaction, but first and foremost to customer conversion.
BDC United’s proven methodology for building trust with consumers over the phone is at the core of the company’s success and has enabled BDCU to become the fastest growing and most effective BDC in the Industry.
*https://thinknow.com/blog/the-future-of-vehicle-ownership-2019-purchase-trends
**https://crain-platform-autonews-assets.s3.amazonaws.com/AN%20Resource%20Center/Autotrader%202023%20Lead%20Quality%20Whitepaper%20%281%29.pdf
***https://www.coxautoinc.com/wp-content/uploads/2023/01/2022-Car-Buyer-Journey-Top-Trends.pdf