Fixed Ops Journal - June 2019 - F29
FIXED OPS JOURNAL
FEEDBACK
1 of 3 service customers buys
additional work, survey finds
A
bout one third of dealership
service customers agree to
additional repair or maintenance work when a
service adviser recommends it, a
survey suggests.
In late April, DealerRater polled for
Fixed Ops Journal more than 11,000
consumers who had visited a new-vehicle dealership recently. Among
those who had taken their car or truck
in for service, 31 percent said they
bought additional work proposed by
the adviser.
Customers of luxury-brand dealerships were slightly more likely to
approve work suggested by the adviser (33 percent) than those visiting
dealerships selling mass-market
brands (31 percent), according to
the survey.
Service advisers' compensation is
often determined in part by how many additional services and products
they sell to customers who come to
the dealership's shop for other reasons.
Such sales can be a source of contention between some advisers who
claim they feel pressured by their
bosses to persuade customers to buy
work they don't require immediately, and dealership managers who say
that recommending service work
that customers may not know they
need is part of the adviser's job and a
way to keep customers' vehicles safe.
- David Kushma
last time you took your vehicle to the dealership
Q: The
for service, did you buy additional work that the
service adviser recommended?
Yes
No
ALL
CUSTOMERS
MASS-MARKET
CUSTOMERS
LUXURY-BRAND
CUSTOMERS
31%
69%
31%
69%
33%
67%
Source: DealerRater survey of 11,456 consumers who recently visited a new-vehicle
dealership, conducted April 22-26
SEIZE THIS OPPORTUNITY
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Fixed Ops Journal in print, and
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about new products and services for their dealerships.
70% have taken action as a result of seeing
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Find out how you can reach
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Contact Karen Rentschler: krentschler@autonews.com or 313.446.6058
JUNE 2019
PAGE 29
Fixed Ops Journal - June 2019
Table of Contents for the Digital Edition of Fixed Ops Journal - June 2019
Contents
Fixed Ops Journal - June 2019 - Intro
Fixed Ops Journal - June 2019 - F1
Fixed Ops Journal - June 2019 - F2
Fixed Ops Journal - June 2019 - Contents
Fixed Ops Journal - June 2019 - F4
Fixed Ops Journal - June 2019 - F5
Fixed Ops Journal - June 2019 - F6
Fixed Ops Journal - June 2019 - F7
Fixed Ops Journal - June 2019 - F8
Fixed Ops Journal - June 2019 - F9
Fixed Ops Journal - June 2019 - F10
Fixed Ops Journal - June 2019 - F11
Fixed Ops Journal - June 2019 - F12
Fixed Ops Journal - June 2019 - F13
Fixed Ops Journal - June 2019 - F14
Fixed Ops Journal - June 2019 - F15
Fixed Ops Journal - June 2019 - F16
Fixed Ops Journal - June 2019 - F17
Fixed Ops Journal - June 2019 - F18
Fixed Ops Journal - June 2019 - F19
Fixed Ops Journal - June 2019 - F20
Fixed Ops Journal - June 2019 - F21
Fixed Ops Journal - June 2019 - F22
Fixed Ops Journal - June 2019 - F23
Fixed Ops Journal - June 2019 - F24
Fixed Ops Journal - June 2019 - F25
Fixed Ops Journal - June 2019 - F26
Fixed Ops Journal - June 2019 - F27
Fixed Ops Journal - June 2019 - F28
Fixed Ops Journal - June 2019 - F29
Fixed Ops Journal - June 2019 - F30
Fixed Ops Journal - June 2019 - F31
Fixed Ops Journal - June 2019 - F32
Fixed Ops Journal - June 2019 - F33
Fixed Ops Journal - June 2019 - F34
Fixed Ops Journal - June 2019 - F35
Fixed Ops Journal - June 2019 - F36
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