Photo Credit: Cat, Flickr.
The new unit sale is just the beginning of your relationship with a customer, and my session at MDCE will show you how you can use online and in-store parts lookup to increase the efficiency and profitability of your parts and service departments. In this post, I’ll give you a small taste of what I’ll cover in my session.
The lifetime value of a customer is comprised of many components, with the unit purchase representing the largest single transaction, but one that occurs infrequently.
Focusing on parts and service sales can help you drive more revenue per customer, while interacting with them more frequently. This increases your top and bottom line, while also increasing the stickiness of your business.
Where to start? Burn your parts books! If you’re still using books or PDFs to look up parts, you’re in the minority. Moving to an electronic parts lookup tool yields efficiency and accuracy gains to every single transaction, in effect acting as a staffing multiplier.
To ensure the best and most consistent customer experience, use a parts lookup system that automatically updates product information on a regular basis and shows the same information across all channels – in store, online and on mobile.
Countless market studies show that we live in a multi-device world and that consumers search online first and come in store second. Be sure to enable your customers to perform online parts lookup on your website on any device. Mobile can be particularly helpful as it allows customers to look parts up while they’re at the dock looking directly at their unit, then either order replacement parts right from your website or know that you’ve got it in stock.
Want to learn more? Join me at MDCE, at 1 p.m. Wednesday, Nov. 18.
If you haven’t registered yet, what are you waiting for? Click here to register for MDCE today.
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