Duc dealers first in customer treatment
Duc dealers first in customer treatment
Study ranks dealerships on helping prospective customers
A contempo abstraction gave Ducati dealers the accomplished baronial amid U.S. dealerships for how they amusement their customers. The 2009 Pied Piper Prospect Satisfaction Index U.S. Motorcycle Abstraction beatific 2,100 bearding “mystery shoppers” into dealerships beyond the country amid July 2008 and March 2009 to accumulate abstracts on chump treatment. The abstraction advised assorted factors including salespeople’s adeptness to acknowledgment artefact questions, availability of analysis rides and acclamation the customer’s needs and wants. Ducati was accustomed an all-embracing appraisement of 107, a three-point access from 2008. That pushed it aloft Harley-Davidson’s appraisement of 105, which was bottomward three-points from its chart-topping 2008 rating. Harley-Davidson dealers had captivated the top baronial back 2006. Ducati dealerships were accustomed the top account in 30% of the factors evaluated by the abstraction including alms analysis rides, accouterment brochures and their sales staff’s adeptness to acknowledgment artefact questions. Ducati accustomed the top appraisement in the 2009 Prospect Satifsaction Index. Harley-Davidson dealers led in 20% of the study’s sales action factors, including demography time to actuate how a motorcycle would be acclimated and for acclamation appearance and allowances specific to a customer’s wants and needs.
Victory dealerships were accustomed a appraisement of 102, a four-point abatement from 2008. Though they had the better point abatement from 2008, Victory dealers abide angry for third with BMW and rated aloft the industry boilerplate of 101. BMW dealers ranked aboriginal in greeting -to-be barter promptly, advertence the availability of accessories and for authoritative the appropriate adjustment action easy. Overall, the industry boilerplate added to 101 from 100. Motorcycle salespeople were 11% added acceptable to acquaint themselves, 8% added acceptable to ask aftereffect questions and 13% added acceptable to animate -to-be barter to sit on a bike, back compared to the 2008 abstraction results. “For the motorcycle industry as a whole, the 2009 PSI after-effects appearance abundant and boundless advance in the way salespeople collaborate with motorcycle buyers,” says Fran O’Hagan, admiral of Pied Piper Management Co. (PPMC), the California-based aggregation that conducted the study. At the alone dealership level, PPMC says bigger PSI array construe to added sales. Dealers who bigger their PSI account by ten or added credibility from 2007 to 2008 saw an boilerplate retail sales access of 9% over that period. Meanwhile, dealers whose PSI array decreased by ten or added credibility saw an boilerplate bead of 6% in sales from 2007 to 2008. Dealerships that offered analysis rides at atomic three-quarters of the time awash 43% added motorcycles than dealerships that don’t. Overall, analysis rides were offered alone 23% of the time. Dealerships whose salespeople asked at atomic two out of every three -to-be chump for their acquaintance advice awash 29% added motorcycles than those who did not. On average, motorcycle salespeople alone asked for acquaintance advice 45% of the time.
| 2009 Pied Piper Prospect Satisfaction Index | ||||||
| Brand | 2009 | 2008 | ||||
| Ducati | 107 | 104 | ||||
| Harley-Davidson | 105 | 108 | ||||
| Victory | 102 | 106 | ||||
| BMW | 102 | 102 | ||||
| MV Agusta | 101 | 97 | ||||
| Buell | 101 | 103 | ||||
| Industry Average | 101 | 100 | ||||
| Suzuki | 100 | 97 | ||||
| Yamaha | 99 | 95 | ||||
| Triumph | 97 | 94 | ||||
| Kawasaki | 96 | 93 | ||||
| Honda | 95 | 92 | ||||
| Aprilia | 94 | 92 | ||||
| KTM | 92 | 86 | ||||
| Moto Guzzi | 91 | 88 | ||||
| Husqvarna | 90 | 84 | ||||
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