Press - dealership responsiveness

We know that the typical motorcycle salesperson has to ask for the sale seven times to hear a customer say yes. What if there was a salesperson who had to ask for the sale 50 times to hear his first yes?

Meet Jose Jiminez, who for the past year has manned a Southwest Airlines cart in the Ontario, Calif., airport, encouraging travelers to signup for a Southwest Airlines Visa card. Jiminez is not only a salesperson, but is one who can't let rejection get in the way of having a good day. Every day he interacts with several hundred travelers to find eight or 10 willing to signup for a new Visa card. Fourty-nine travelers out of 50 reject his pitch.

Jiminez has clearly learned how to cope with all that rejection, and a powersports salesperson can learn three points from him:

1. It's a numbers game. If you accept going in that it will take multiple “asks” to hear a yes, it makes the rejection less personal and simply part of what's required to get a yes. Jiminez said, “You can't get disappointed when one person says no, because the next person may be the one who says yes.”

2. Stay upbeat and friendly. It shouldn't be the rest of the world's problem if you are personally having a bad day. Your prospects don't need to suffer too. Switch gears when you get to work. As Jiminez points out, upbeat and friendly is part of the job.

3. Don't pre-judge. Ask everyone for the sale. “The person who seems sure to say no will often surprise you and turn out to be the one who will say yes,” Jiminez said. The only way to find out is to ask.

Pass these tips along to your sales team to put rejection into the proper context, and when you are next in the Ontario airport flying on Southwest, stop by and say hello to Jose Jiminez.

According to Mike Kennedy, vice president of North American sales for Harley-Davidson, their 2012 first place ranking for Pied Piper PSI comes after a year of focus on improving the sales process factors measured by Pied Piper PSI.

Q: How do you ensure that all of your retail locations around the world have a coherent branded experience and stay at the top of the game?

A: We're currently focused on a journey to elevate the customer experience. … We're on a multiyear strategy, which is called ‘Retail 20/20' and it's all about delivering a personalized, compelling, premium and truly custom experience to every customer, every day, everywhere and our dealers, of course, are central to delivering that experience. Our philosophy, specifically for Retail 20/20, is to be customer-led, meaning to truly understand customer motivations and barriers—and, ultimately, planning and developing and designing products and experiences with not only customer wants and needs in mind, but their input as well. …

We have over 100 of what we call field representatives that represent the sales area, they represent the marketing area, they represent the financial insurance area, as well as the service area, and they routinely call on those dealerships and coach and council and share best practices. … And over the last year or so, the sales side of that team has been focused on what we call selling factors … things like, Did the salesperson give you a compelling reason to buy or did the sales person offer you a test ride? Did the salesperson use good visuals in the sales presentation? Did they ask you for your name? Those basic elements, and the team has been definitely focused on those elements in coaching and driving the plans with the dealers.

Harley-Davidson dealerships returned to the top ranking in the newly released 2012 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study, which measured dealership treatment of motorcycle shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success.

BMW and Ducati finished in a tie for second, followed by Triumph and the Victory and Indian brands from Polaris Industries, in a three-way tie for fourth. Industry-wide performance improved substantially from 2011 to 2012, with only three of sixteen motorcycle brands failing to achieve higher scores.

Harley-Davidson dealerships led all brands in 16 different sales activities such as offering test rides, obtaining contact information and asking for the sale. Brand performance varied considerably from brand to brand, with twelve different brands leading at least one sales process category. For example, Ducati, Husqvarna and Triumph dealerships were twice as likely to offer a brochure to shoppers than dealerships selling Suzuki, Honda or Kawasaki. Similarly, Harley-Davidson, BMW and Ducati dealerships were twice as likely to ask for contact information than dealerships selling Husqvarna, MV Augusta or Moto Guzzi.

2012 Pied Piper PSI results for the U.S. motorcycle industry confirm that Harley-Davidson dealerships sell as effectively in 2012 as they did back in 2008 — pre-recession — when motorcycle dealerships nationwide were still enjoying another year of solid sales. But what about the dealerships that sell Honda, Triumph, Kawasaki, or any of the other brands? Many of these dealerships operate in 2012 with half the dealership staff that they had in 2008. How effectively could they possibly sell today compared to 2008?

It took the Harley-Davidson dealerships four years for their Pied Piper PSI score measuring sales effectiveness to climb back up to their 2008 level; a performance that in 2012 leads the industry. In contrast, while the 2012 PSI averages for all other brands trail Harley-Davidson, the improvement for all other brands from 2008 to 2012 is much greater.

That's right, despite of — or maybe because of — the tough times and smaller dealership staffs, dealerships selling the non-Harley-Davidson brands on average sell more effectively in 2012 than they did in 2008. Leading the way, with the most improvement, are the dealer networks selling Husqvarna, Triumph, Aprilia, Yamaha, KTM, Moto Guzzi and Honda.

Some examples? The typical Honda salesperson in 2012 introduced him or herself to a prospect 78 percent of the time and asked for the sale 52 percent of the time. Yes, there is plenty more room for improvement, but in 2008 those figures were 59 percent and 44 percent respectively.

So take a moment to congratulate yourselves on improving how motorcycles are sold at your dealership. … Now back to work pushing those improvements even further.

Harley-Davidson dealers return to the top ranking in Pied Piper Management Co.'s annual study measuring how well dealers treat motorcycle shoppers.

The California-based research company today released results of the 2012 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study.

BMW and Ducati finished in a tie for second, followed by Triumph, Victory and Indian in a three-way tie for fourth. Industry-wide performance improved substantially from 2011 to 2012, with only three of 16 motorcycle brands failing to achieve higher scores.

Harley dealerships led all brands in 16 different sales activities such as offering test rides, obtaining contact information and asking for the sale. Brand performance varied considerably from brand to brand, with 12 different brands leading at least one sales process category. For example, Ducati, Husqvarna and Triumph dealerships were twice as likely to offer a brochure to shoppers than dealerships selling Suzuki, Honda or Kawasaki. Similarly, Harley-Davidson, BMW and Ducati dealerships were twice as likely to ask for contact information than dealerships selling Husqvarna, MV Agusta or Moto Guzzi.

Tim Mayhew, the ringleader of Pashnit Motorcycle Tours in Northern California, reports that business is booming, and this year's tours are nearly all sold out. Demand from repeat customers is so strong that Mayhew has had to increase the number of annual tours just to meet demand from repeat customers. Mayhew's customers clearly have the time of their life on these tours, which they enjoy not only for the motorcycle riding but also for the adventure and the camaraderie.

How can your dealership turn that “time of their life” motorcycle customer experience into dealership revenues and profitability? Play dealership tour guide for your customers, enticing them to use their motorcycles not only for riding but also for adventure and camaraderie.

LOS ANGELES – Internet leads are crucial to every dealership's sales success, but a new study shows that most dealerships still drop the ball when contacted on-line by shoppers.

The survey was conducted by mystery shopping consultant Pied Piper of Monterey, Calif. The consultancy submitted internet inquiries to 4,331 dealerships nationwide representing all major brands. The inquiries included specific questions to verify whether the answer was from a person or an automated responder.

The most common dealership reply—the response to 16 percent of inquiries—was a simple automated response promising that a salesperson would be in touch soon, followed by a personal e-mail from a salesperson. But nearly one in four queries went unanswered in the first 24 hours. Pied Piper CEO Fran O'Hagan said that is little different from ignoring a customer who walks in the front door of a dealership.

Lexus, Infiniti and Acura ranked highest in Pied Piper's annual study to measure dealership responsiveness to buyers' questions over the internet.

Japanese luxury-brand U.S. dealerships rank best in fielding customer Internet inquiries, according to the latest results of an annual study by consulting firm Pied Piper Management.

Toyota's Lexus and Nissan's Infiniti tie for first place with 62% online-lead effectiveness, followed by Honda's Acura with 59%.
In contrast, two other Japanese nameplates score the worst, Toyota's Scion with 39% effectiveness and Suzuki, dead last with 23%.

Ford and Chrysler brands showed the most improvement from last year. In a 3-way tie for fourth place are Ford, Lincoln and Honda, each with 58% Internet effectiveness.

Pied Piper bases its rankings on a scoring index using “mystery shopping” measurements and sales success.

• Industry-wide improvement from previous year led by Ford and Chrysler
• However, 22% of customer internet inquiries remain unanswered after 24 hours

Monterey, California – March 12, 2012 – Lexus, Infiniti and Acura dealerships ranked highest in the 2012 Pied Piper Prospect Satisfaction Index(R) (PSI(R)) Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured auto dealership responsiveness to customer inquiries received over the internet. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to actual industry sales success.

Industry-wide performance improved substantially from 2011 to 2012, with two-thirds of the 34 auto brands recording higher scores, but despite the higher scores there remains plenty of room for improvement. In 2011, dealerships on average responded to customer inquiries within 24 hours 64% of the time, improving to 78% of the time on average in 2012. However, the 2012 results suggest that nearly one-in-four of today's customer internet inquiries remain unanswered after 24 hours.