Shaker Auto Group Customer Survey 2008

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Alex Sun

A marketing research project I did for Wellesley Mazda in 2008

Tecnologia Negócios

recommendations, loyal customers Send out right message to the right person at the right time. Build up trustworthy relationship with customers. Sales Team Internet Coordinator Team Internet Sales Department Sales Manager, Service Manager General Manager

Drive more leads Where did you hear of us? Q1: study the close rate for each source. Source of leads: Our websites ( SEO/PPC, Website Review) ,[object Object]

3rd Party SitesExecution: Our coordinators/sales people ask every customer this question, if they say internet we should drill down deeper.

Schedule More Appointments Why make appointments? Q1: study our phone scripts, interview customers, coordinators Execution: Analyze our step in this process. Ask customers why they drop out? ,[object Object]

Consider other dealers?Why didn’t you make an appointment?

Land More Appointments What motivates you to show up? Execution: ISM involved Price Confirm Appointments Why didn’t you show up?

Close More Deals What’s your experience? Why didn’t complete the sales? -sales? -location?

Close More Deals What’s the percentage of this situation?

Business Goals Which are the most effective key words for Nissan/Mazda? (meeting with Jennifer Rick) A website review for both sites. Send emails to those customers. Check out business model of competitors (Sophi) Who are the defectors? Why? How do we win them back? (if you wouldn’t mind being called, ) Drive more potential buyers down the funnel!

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Shaker Auto Group Customer Survey 2008

1. recommendations, loyal customers Send out right message to the right person at the right time. Build up trustworthy relationship with customers. Sales Team Internet Coordinator Team Internet Sales Department Sales Manager, Service Manager General Manager

4. Location

5. 3rd Party SitesExecution: Our coordinators/sales people ask every customer this question, if they say internet we should drill down deeper.

7. Consider other dealers?Why didn’t you make an appointment?

8. Land More Appointments What motivates you to show up? Execution: ISM involved Price Confirm Appointments Why didn’t you show up?

9. Close More Deals What’s your experience? Why didn’t complete the sales? -sales? -location?

10. Close More Deals What’s the percentage of this situation?

11. Business Goals Which are the most effective key words for Nissan/Mazda? (meeting with Jennifer Rick) A website review for both sites. Send emails to those customers. Check out business model of competitors (Sophi) Who are the defectors? Why? How do we win them back? (if you wouldn’t mind being called, ) Drive more potential buyers down the funnel!

12. Monthly Sales-Internet Leads +37.2%

13. Monthly Sales-Internet Sales +18.2%

14.

15. Wellesley Mazda-Aug,2008

16. Wellesley Mazda-Aug,2008