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Recent Press - motorcycle

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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.

» View PDF of Article (781.1 KB) PDF Document



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.

» View PDF of Article (647 KB) PDF Document



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



Powersports Business Focusing on the fundamentals: Motorcycle industry companies have room to improve

Powersports Business
Focusing on the fundamentals: Motorcycle industry companies have room to improve

July 2008

A 2008 national survey showed the motorcycle industry has room for improvement in traditional customer service areas, including simple tasks like greeting customers and conducting follow-ups.

» View PDF of Article (607.1 KB) PDF Document



Dealernews When Sales Drops the Ball: Dealer personnel ask for the sale less than half the time, say secret shoppers dispatched by research firm

Dealernews
When Sales Drops the Ball: Dealer personnel ask for the sale less than half the time, say secret shoppers dispatched by research firm

May 2008

Motorcycle dealer salespeople ask for the sale only 45% of the time. What’s even worse is that they ask for a customer’s contact information only 38 percent of the time. So say the results of a second annual study by Pied Piper Management Company.

» View PDF of Article (223.1 KB) PDF Document



Motorcycle Product News Prospect Satisfaction Study Findings Harley-Davidson Salespeople Take Top Spot

Motorcycle Product News
Prospect Satisfaction Study Findings Harley-Davidson Salespeople Take Top Spot

May 2008

Harley-Davidson dealerships ranked highest in the newly released 2008 Pied Piper Prospect Satisfaction Index U.S. Motorcycle Industry Study, which measures how consumers are treated when shopping in dealerships like yours. The independent study evaluated and benchmarked shopping experiences at 830 motorcycle dealerships nationwide, representing all major brands.

» View PDF of Article (355.7 KB) PDF Document



Motorcycle.com H-D Salespeople Top Consumer Survey

Motorcycle.com
H-D Salespeople Top Consumer Survey

April 2008

According to a recent study which measures how consumers are treated when shopping for a new vehicle, Harley-Davidson dealerships rank first among motorcycle brands.

» View PDF of Article (283.4 KB) PDF Document



Powersports Business National Study Measures Industry's Sales Force

Powersports Business
National Study Measures Industry's Sales Force

April 2008

Company evaluates retail shopping experiences from more than 800 dealerships across the United States. Motorcycle dealership sales personnel are more likely to determine a shopper's price range and ask how a vehicle will be used and by whom. On the other hand, they're less likely to mention product features unique from the competition and provide compelling reasons why a consumer should buy now.

» View PDF of Article (1.42 MB) PDF Document



Powersports Business Powersports faring worse than auto industry with online shoppers

Powersports Business
Powersports faring worse than auto industry with online shoppers

April 2008

The motorcycle industry is faring far worse than the auto industry in reaching internet shoppers in a timely manner, according to studies conducted by the company behind the 2008 Pied Piper Prospect Satisfaction Index. When motorcycle dealerships were contacted by email or over the internet, only 30 percent of them responded to shoppers within 24 hours. In contrast, a separate study, also done by Pied Piper Management Co., shows 72 percent of auto dealers replied to shoppers' e-mails within 24 hours.

» View PDF of Article (245.5 KB) PDF Document