John Hine - Test Drive Experience

We all know how important the test drive is. Your chances of selling a customer increases exponentially with a thorough test drive. John Hine Mazda/Pontiac/Dodge in San Diego has perfected the test drive experience. Prior to each test drive, the sales consultant reviews the pictured John Hine Test Drive Experience map.

Every element of the test drive is mapped out and labeled and in full color on an 8 1/2 by 11 sheet of card stock. The map lets the customer know in advance what the route is, what conditions they will be driving under, and on the back, features affirming questions about the way the vehicle feels and handles for the customer to consider during each element of the test drive.

By following a proven pre-planned route, the sales consultant can pre-condition the customer on what to look for during each element of the test drive. Also, by following the same route, the sales person can inform the customer exactly how long the drive will take, eliminating customer concerns over time.

For the customer who "does not have time for a test drive" or is "on his lunch break" the sales consultant can respond: "Great!! I have a test drive that will take us 15 minutes and give you a demonstration of how this vehicle handles in all types of driving situations. Take a look at this map to prepare yourself while I a grab the keys to the vehicle you interested in."


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Browning Mazda - Your One Stop Shop

The service business is getting more and more competitive. To make a buck these days you have to go above and beyond. Browning Mazda in Cerritos CA takes every opportunity to earn the customers business by providing additional services not typically found at competing dealerships or the independent shop.

During the Full Circle Walk Around, Browning Mazda Service Advisers not only inspect the vehicle for the normal service items like brakes and tires but also look for door dings, scratches, stained carpets and more. By providing dent removal, details, and paint repair on site in a timely manner, the dealership increases revenue and builds value in the dealership experience. They also offer free car washes to all their customers as long as they own the car. They have several customers who stop by EVERY WEEK to get their car washed. Where do you think these customers are going to go when they need service?

Browning Mazda is also a Retail Revolution store with good coffee, donuts, Internet access, flat screen TVs and a children's playroom. With all these amenities, customers don't mind spending some extra time at the dealer getting all their automotive needs addressed.

Bountiful Mazda - Welcome Board

As part of a process improvement program, Bountiful Mazda in Utah had this Welcome Board made up. The board provides the Service Advisers a "Quick Glance" reminder of their daily schedule so if they get a phone call from a customer who wants to come in today, they can determine quickly when they will have an opening.

The Welcome Board also reminds those customers that arrive early for their appointment and find themselves waiting for an advisor, that there are scheduled customers ahead of them and gives them an estimate on how long it will be before it's their time with an advisor.

We see the same tool everyday... In restaurants, at the doctor's office, at the deli counter at the supermarket. All designed to set the expectation with the customer that they may have to wait...and if they did not make an appointment, maybe next time they should.