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Motorcycle Product News Pied Piper Releases Customer Satisfaction Study

Motorcycle Product News
Pied Piper Releases Customer Satisfaction Study

May 2009

Ducati dealerships ranked highest in the newly released 2009 Pied Piper Prospect Satisfaction Index U.S. Motorcycle Industry Study, which measures how consumers are treated when shopping for a new motorcycle.

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Dealernews Pied Piper Study: Customer Service Improves

Dealernews
Pied Piper Study: Customer Service Improves

May 2009

Motorcycle salespeople on average asked prospective customers for their contact information only 45 percent of the time during a recent nine-month period, according to the 2009 Pied Piper Prospect Satisfaction Index study. Sounds bad, right? But it's actually an improvement over the previous year's study in which salespeople asked only 38 percent of time. Dealership staff members seem to be improving in other areas as well, the study reported.

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Press Release: 2009 Pied Piper PSI(R) U.S. Motorcycle Industry Study Ducati Dealers Achieve Highest Ranking in 2009

Press Release: 2009 Pied Piper PSI(R) U.S. Motorcycle Industry Study
Ducati Dealers Achieve Highest Ranking in 2009

May 2009

Ducati dealerships ranked highest in the newly released 2009 Pied Piper Prospect Satisfaction Index(R) (PSI) U.S. Motorcycle Industry Study, one of a series of annual benchmarking studies which measure how consumers are treated when shopping for a new car, motorcycle, RV or boat. The independent study sent 2,100 hired anonymous “mystery shoppers” into motorcycle dealerships nationwide, then used the patent-pending PSI process to compile the results into accurate measurement of how each brand's dealerships treat motorcycle shoppers.

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Powersports Business Blog What Can Today's Shoppers Learn from Your Salespeople?

Powersports Business Blog
What Can Today's Shoppers Learn from Your Salespeople?

May 2009

Many shoppers today walk through the door of a dealership armed with enough product information from the internet to give a product "walk-around" themselves. The question is, "What can today's shoppers learn from your salespeople?" We know that the most successful salespeople are seen by the shoppers as helpful, rather than simply trying to sell a motorcycle without regard for the shopper's interests or needs. But if all a salesperson knows about a particular motorcycle are the specs printed in a brochure or the stats listed on a web site, then many of the most serious shoppers will find little value in talking with that salesperson.

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Powersports Business Blog Retaining Your Customers - Assembly Required

Powersports Business Blog
Retaining Your Customers - Assembly Required

April 2009

Remember when you were a kid and built model cars or airplanes? You spent hours carefully assembling your models, but then placed them on a shelf and didn't pay much attention to them afterward. Building the models was the part that was fun.

Now consider an important ingredient to Harley-Davidson's survival thirty years ago: If you wanted to ride a Harley back then, you also had to regularly repair it, or even better, replace parts prone to failure with better aftermarket parts. The point is that owning a Harley involved a "relationship" with the motorcycle, rather than just a vehicle parked in the garage.

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PowerSports Business Irrevocable evidence for dealers: Driving PSI paying off

PowerSports Business
Irrevocable evidence for dealers: Driving PSI paying off

April 2009

“There is now irrevocable evidence that there is a link between scoring high on PSIs and developing your business,” said Ducati North America (DNA) CEO Michael Lock. “You don't develop the business because you score high on PSI, you develop the business because you're running the business properly” on which the PSI is one measuring tool.

DNA dealers who consistently fared well in a retail sales practice survey called the Pied Piper Prospect Satisfaction Index (PSI) turn out to be the brand's highest-volume dealers, officials say.

Plus, DNA dealers who retailed 10 or more additional new units in 2008 over the previous year saw their PSI scores increase by an average of 2 points. On the other hand, DNA dealers who retailed at least 10 fewer units in 2008 compared to the previous year saw their PSI scores diminish by an average of 3 points.

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PowerSports Business Into the great E-mail abyss

PowerSports Business
Into the great E-mail abyss

February 2009

According to a 2008 survey, motorcycle dealers respond to a consumer's e-mail inquiry within 24 hours only 30 percent of the time, according to a national benchmarking study that examines the effectiveness of the motorcycle industry's sales force. The survey of more than 800 dealerships, called the Prospect Satisfaction Index by Pied Piper Management Co., shows the motorcycle industry well behind the auto industry in this effort. The auto industry was twice as likely in 2008 to return a customer e-mail inquiry within 24 hours in comparison to motorcycle dealers.

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Powersports Business The truth behind Mr. Customer Service salesperson

Powersports Business
The truth behind Mr. Customer Service salesperson

December 2008

As the old saying goes, “You don't know what you don't know,” and along those same lines you can't see what you can't see. An external, fresh prospective of the actual experience you're providing to your prospects gives you the ability to uncover what you're unaware of that could be costing you sales.

This is where Pied Piper's Prospect Satisfaction Index (PSI) Evaluations come in. I've used the data from these evaluations as the basis for many of my articles over the last year.

As I've studied PSI evaluations, I've identified a type of salesperson I like to call Mr. Customer Service. “Look out on the sales floor! He's able to answer any and all questions about the unit an go out of his way to make sure each and every customer is completely satisfied and taken care of.

The problem with Mr. Customer Service is he doesn't ask for the sale, attempt to set a future appointment or get follow-up information.

» View PDF of Article (381.1 KB) PDF Document



Dealership P.R.O. Pied Piper Leads the Way

Dealership P.R.O.
Pied Piper Leads the Way

September 2008

From Dealership University’s perspective, it’s difficult to solve problems if you aren’t aware you have any. That’s where Fran O’Hagan, owner and founder of Pied Piper Management Company, comes in. The five year old company has created independent industry-wide benchmarking based on real shopper intercept research, industry and trans-industry comparisons that allow dealers and manufacturers to identify strengths and weaknesses and improve their overall performance.

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PowerSports Business Ducati North America sales hit an all-time high

PowerSports Business
Ducati North America sales hit an all-time high

July 2008

CEO Michael Lock credits the company’s model lineup transformation and dealer improvements for the record sales increase.

[Ducati North America introduced Pied Piper PSI to their entire dealer body in fall 2007.]

» View PDF of Article (306.2 KB) PDF Document