CASE STUDIES
Case One
Focus: Sales Increase from Identifying Lead and Shopper Problems
Why: Dealer group believed its lead and shopper experiences were costing it sales and wanted to know the specific reasons why
Actions: Dealer group implemented ROAR activities to:
- Save individual sales prospects which its dealerships had stopped speaking to
- Improve sales overall by quantifying the strengths and weaknesses of the dealer group’s lead and shopper processes
Results: Sales increased 2-5 units a month at the dealer group’s stores
Case Two
Focus: Increase service customer retention by identifying reasons for their having stopped dealer service usage
Why: Dealer group wanted to know specific factors causing it to lose service customers’ business
Actions: Dealer group implemented ROAR activities to:
- Recover individual service prospects who previously had poor experiences
- Get service appointments from customers still willing to use the dealership
- Improve overall service business by reducing service customer business loss
Results: Service customers increased by an average of 29 more per month per store from customer recovery, appointment taking, and experience improvement
Case Three
Focus: Increase “add-on product take rate” in finance
Why: Dealer group saw significant differences in add-on take rates across its dealership and wanted to understand why due to significant profit at stake
Actions: Dealer group implemented ROAR activities to:
- Understand finance process strengths and weaknesses
- Identify finance process execution differences across dealerships, and specifically on add-on product sales
- Define steps to improve add-on product sales in the finance process
Results: Dealer group identified reasons for variation in add-on product take rates and increased its add-on product sales by 13%
