What are others saying about PSI?
BusinessWeek Mercedes, Lexus top ranking of U.S. dealerships
Autoline Detroit The Best Sales Experience
Learn how to get your first PSI evaluation for your dealership FREE.
Questions?
Call Us:
+1 (800) 564-3268
(USA & Canada)
+1 (831) 240-0126

Pied Piper Management Company, LLC on Facebook Pied Piper Management Company, LLC on YouTube Pied Piper Management Company, LLC on Twitter


WEB SITE VERIFIED - STARFIELD SECURED

Recent Press - motorcycle

View all articles or select industry below:

ALL    Automotive    Motorcycle    RV/Marine    RSS RSS Feed

Powersports Business Industry's prospect satisfaction scores drop

Powersports Business
Industry's prospect satisfaction scores drop

May 2011

All but one motorcycle brand's dealers declined in their year-over-year Prospect Satisfaction Index (PSI) as measured in a benchmarking study by independent company, Pied Piper Management Co., LLC. Overall motorcycle industry performance declined across a majority of the sales process activities tracked by the study, which led to lower PSI scores for 13 of the 14 major brands. Only Husqvarna didn't decline, as it maintained its PSI score of 90 it had achieved in last year's study.

“What I find very interesting is that from 2009 to 2010, the industry PSI scores went up,” explains Fran O'Hagan, President and CEO of Pied Piper Management Co., LLC. “If you think about it, in that time period, the motorcycle industry was hating life, but the industry's scores went up. Why did the scores go up so much last year and then go back down this year?”

The drop, O'Hagan suggests, is likely due to staffing issues at dealerships. Throughout the recession, dealerships cut back on staffing, including in the sales department. Indeed, in a recent study conducted by Powersports Business, 50 percent of the dealership respondents suggested they reduced staff levels in 2010.

» View PDF of Article (754.1 KB) PDF Document



MediaPost News Victory a Victor in Pied Piper Bike Brand Study

MediaPost News
Victory a Victor in Pied Piper Bike Brand Study

May 2011

American and European motorcycle brands are very good at something the import brands are still struggling with: creating a strong brand affinity and satisfaction at the retail level.

For the second year in a row, Polaris' Victory Motorcycle brand is the top-ranking motorcycle maker in prospect satisfaction in the new Pied Piper Prospect Satisfaction Index (PSI). Victory led the pack in areas such as providing a product walk-around demonstration, mentioning the availability of financing options, mentioning the availability of accessories, and pointing out features that are unique from the competition.

» View PDF of Article (235.9 KB) PDF Document



Dealernews Victory Motorcycles maintains No. 1 ranking in Pied Piper study

Dealernews
Victory Motorcycles maintains No. 1 ranking in Pied Piper study

May 2011

Victory Motorcycle has again earned the top spot in the Pied Piper Prospect Satisfaction Index (PSI) U.S. Benchmarking Study. Victory is followed by Harley-Davidson in second place, and Ducati and Triumph, which tied for third, with BMW and Yamaha rounding out the top five spots. According to the report, all of these brands scored above the industry average.

The independent Pied Piper PSI study employed 1,967 anonymous “mystery shoppers” to visit motorcycle dealerships across the nation in order to “measure how effectively each brand's dealerships helped motorcycle shoppers become motorcycle buyers,” according to Pied Piper. The study is now in its fifth year.

» View PDF of Article (475.5 KB) PDF Document



Powersports Business Blog Does your sales team sell, or are they ‘museum curators'?

Powersports Business Blog
Does your sales team sell, or are they ‘museum curators'?

May 2011

Our company applies the term, ‘museum curator' to describe salespeople who are friendly and knowledgeable and will happily answer any customer questions, but don't actively try to turn shoppers into buyers. Be careful, because when customers are asked about their experience with museum curator salespeople, the customers will often describe the experience positively, which can mislead.

When customers visit a dealership they are thinking about all kinds of subjects (Should I buy the Honda or the Yamaha? How much can I get for my trade if I sell it through Cycle Trader? Should I try to finance at the dealership or through my credit union? And so forth.) What customers are NOT thinking about is whether the salesperson is selling effectively. As long as the salesperson is friendly and helpful, it will not bother a customer at all if the salesperson never asks for the sale, never gives reasons to buy from this dealership, never asks for contact information and more.

» View PDF of Article (333.9 KB) PDF Document



Press Release: VICTORY MOTORCYCLE DEALERS RANKED HIGHEST BY 2011 PIED PIPER PROSPECT SATISFACTION INDEX(R)

Press Release: VICTORY MOTORCYCLE DEALERS RANKED HIGHEST BY 2011 PIED PIPER PROSPECT SATISFACTION INDEX(R)

May 2011

MONTEREY, CALIFORNIA – May 2, 2011 – The Victory Motorcycle brand from Polaris Industries, Inc. maintained its top ranking in the newly released 2011 Pied Piper Prospect Satisfaction Index(R) (PSI(R)) U.S. Motorcycle Industry Benchmarking Study. Harley-Davidson finished second, while Ducati and Triumph tied for third, followed by BMW and Yamaha, all of which scored above the industry average.

2011 marked the fifth year for the independent Pied Piper PSI benchmarking study, which sent 1,967 hired anonymous “mystery shoppers” into motorcycle dealerships nationwide. The study measured how effectively each brand's dealerships helped motorcycle shoppers become motorcycle buyers.

Victory defended its top ranking despite a lower PSI score compared to the previous year. Overall motorcycle industry performance also declined across a majority of the sales process activities tracked by the study, which led to lower PSI scores for thirteen of the fourteen major motorcycle brands.

» View PDF of Article (122.9 KB) PDF Document



PowerSports Business Blog Internet Business is No Longer Incremental Business

PowerSports Business Blog
Internet Business is No Longer Incremental Business

April 2011

In the auto industry, we recently learned that industry-wide 36 percent of customer inquiries over the Internet remain unanswered after 24 hours. Granted, that is a car business figure, but when we measured the same figure for the motorcycle industry back in 2008, we found that the motorcycle industry responsiveness to Internet inquiries was roughly one-half of the auto industry's performance.

Think about what that means. … Imagine if your salespeople paid absolutely no attention to every third customer who walked through the door of your showroom, or if your service writer ignored every third service customer. A dealer principal would never knowingly accept that sort of performance for “in-person” activities, yet it happens every day to customers reaching out through dealership websites.

» View PDF of Article (366.2 KB) PDF Document



PowerSports Business How to get your customers to say, “I'll take it”

PowerSports Business
How to get your customers to say, “I'll take it”

March 2011

How do some experienced salespeople make selling motorcycles seem so easy? The simple answer is that they have mastered three basic steps: trust, understanding and value. Yes, the motorcycle sales process consists of many more than three steps, but these three often separate the beginners from the pros.

» View PDF of Article (291.4 KB) PDF Document



Powersports Business Blog How to avoid, “No thanks, I'm just looking.”

Powersports Business Blog
How to avoid, “No thanks, I'm just looking.”

January 2011

Salesperson asks, “Can I help you?” Shopper answers, “No thanks, I'm just looking.” Ten minutes later the shopper walks out the door. The shopper was interested in motorcycles. You are interested in selling them a motorcycle. What was the problem?

You heard what the shopper said, but this is what the shopper was thinking, “I'm psyched to be looking at these motorcycles, and if you were my friend, I would tell you all about what I like and don't like about these motorcycles. But I don't know you. You're just a salesperson, not my friend.”

Most of the very best salespeople (in any industry by the way) don't succeed from superior product knowledge. Top salespeople succeed from being able to take a “stranger” and very quickly make the customer feel comfortable with them.

» View PDF of Article (339.1 KB) PDF Document



Powersports Business Blog Will you surrender to ‘creative destruction?'

Powersports Business Blog
Will you surrender to ‘creative destruction?'

December 2010

In business, the term “creative destruction” applies to successful new ventures rising out of the ashes of other failed businesses. We watch a typewriter manufacturer go out of business, but find that its building and its employees are snapped-up by a new supplier to the computer industry. Or newspapers lose circulation and layoff journalists who instead find jobs making online publications successful. How does the “creative destruction” concept apply to the motorcycle industry?

» View PDF of Article (338.8 KB) PDF Document



PowersSports Business Blog Internet inquiries: Respond by e-mail or telephone?

PowersSports Business Blog
Internet inquiries: Respond by e-mail or telephone?

November 2010

More than 80 percent of today?s motorcycle shoppers visit a Web site before visiting a dealership, so we shouldn?t be surprised as more and more shoppers? first contact with a dealership is by Internet/e-mail too. Successful dealerships have a defined process in place to handle Internet/e-mail leads, but is the ?best practice? to respond by e-mail or by telephone?

Some experts argue that since the customer contacted the dealership by Internet/e-mail, the response should come by e-mail too. Others argue the most effective selling only begins with a phone conversation. What?s the correct answer?

» View PDF of Article (326.7 KB) PDF Document