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Powersports Business Blog
Answering the Brochure Debate
April 2009
Motorcycle prospects walk into a dealership interested in buying a new motorcycle, but the facts say that half the time those prospects will walk back out the door holding nothing in their hands. No keys to a new bike, but also no brochure.
Why the reluctance to provide a brochure or other selling materials to prospects? Some dealerships argue it's too expensive to hand out so many brochures, and others argue that the quickest way to send a prospect out the door without buying is to give them a brochure.
» View PDF of Article (221.3 KB)  |
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Dealernews
Secret Shoppers Give Surprising Report
March 2010
Dealer Lab is a joint venture between Dealernews and PowerHouse Dealer Services, s consulting firm run by former dealer, Bill Shenk. Bill took over management in July 2009 of two underperforming Florida dealerships, and Dealer Lab reports his efforts to turn the two dealerships around. Pied Piper PSI “mystery shopping” is being used to measure how effectively the two dealerships sell, and to diagnose needed changes in sales behavior. This first article shares findings from a baseline round of PSI evaluations, which showed that while both dealerships performed well above the U.S. motorcycle industry average, both still had room for improvement.
» View PDF of Article (517.9 KB) |
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Powersports Business
Indirectly, a Huge Bonus - Cycles 128 from Beverly, Massachusetts
Top Customer Service Tools of the Trade: Using Pied Piper PSI to Identify and Learn from 'Elite' Dealerships
March 2010
Powersports Business approached three companies: Yamaha Motor Corp, American Suzuki Motor Corp and Pied Piper Management Co to identify ‘elite' dealerships nationwide, and to find out what these elite dealerships do differently. While both Yamaha and Suzuki shared data from traditional customer satisfaction surveys used to measure dealership performance, Pied Piper shared data gathered from PSI “mystery shoppers,” who act as fact gatherers to measure which sales process behaviors happen in a dealership, and which do not. Pied Piper provided a sample of four ‘elite' dealerships as determined by consistent, superior PSI scores above 115.
» View PDF of Article (844.5 KB) |
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Powersports Business
Patience is a Virtue in Customer Service - Delano Sport Center from Delano, Minnesota
Top Customer Service Tools of the Trade: Using Pied Piper PSI to Identify and Learn from 'Elite' Dealerships
March 2010
Powersports Business approached three companies: Yamaha Motor Corp, American Suzuki Motor Corp and Pied Piper Management Co to identify ‘elite' dealerships nationwide, and to find out what these elite dealerships do differently. While both Yamaha and Suzuki shared data from traditional customer satisfaction surveys used to measure dealership performance, Pied Piper shared data gathered from PSI “mystery shoppers,” who act as fact gatherers to measure which sales process behaviors happen in a dealership, and which do not. Pied Piper provided a sample of four ‘elite' dealerships as determined by consistent, superior PSI scores above 115.
» View PDF of Article (1.01 MB) |
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Powersports Business
No Predetermined Ideas - Hayden Honda from Kendallville, Indiana
Top Customer Service Tools of the Trade: Using Pied Piper PSI to Identify and Learn from 'Elite' Dealerships
March 2010
Powersports Business approached three companies: Yamaha Motor Corp, American Suzuki Motor Corp and Pied Piper Management Co to identify ‘elite' dealerships nationwide, and to find out what these elite dealerships do differently. While both Yamaha and Suzuki shared data from traditional customer satisfaction surveys used to measure dealership performance, Pied Piper shared data gathered from PSI “mystery shoppers,” who act as fact gatherers to measure which sales process behaviors happen in a dealership, and which do not. Pied Piper provided a sample of four ‘elite' dealerships as determined by consistent, superior PSI scores above 115.
» View PDF of Article (634.7 KB) |
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Powersports Business
Test Rides: It Works - Kissell Motorsports, from State College, Pennsylvania
Top Customer Service Tools of the Trade: Using Pied Piper PSI to Identify and Learn from 'Elite' Dealerships
March 2010
Powersports Business approached three companies: Yamaha Motor Corp, American Suzuki Motor Corp and Pied Piper Management Co to identify ‘elite' dealerships nationwide, and to find out what these elite dealerships do differently. While both Yamaha and Suzuki shared data from traditional customer satisfaction surveys used to measure dealership performance, Pied Piper shared data gathered from PSI “mystery shoppers,” who act as fact gatherers to measure which sales process behaviors happen in a dealership, and which do not. Pied Piper provided a sample of four ‘elite' dealerships as determined by consistent, superior PSI scores above 115.
» View PDF of Article (687.8 KB) |
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Powersports Business Blog
Holding a High-Tech Piston in Your Hand
March 2010
Imagine you're shopping for a motorcycle and visit two dealerships. At the first dealership, the salesperson tells you all about the impressive engineering that went into the motorcycle he's trying to sell you.
When you visit the second dealership, the salesperson reaches over to his desk and places an aluminum work of art into your hand. He points out how short the piston's skirt is-kind of like a pancake fastened to a connecting rod-and how the closest copy in the auto industry would be on a Formula One car; yet here it is in your hand, and it's part of the motorcycle that you've just decided to buy.
» View PDF of Article (337 KB) |
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Powersports Business Blog
Should You Question Your Best Salesperson's Priorities?
March 2010
Every dealership has a top-performing salesperson, selling more motorcycles than anyone else; maybe selling more than two or three other salespeople combined.
We know that between seven and nine out of ten new motorcycle shoppers walk back out the door without buying, and ironically your best salesperson may drive more of these potential customers away from your dealership than anyone else.
» View PDF of Article (310.2 KB) |
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Powersports Business Blog
Do Customers Always Know Best
February 2010
Henry Ford once said, "If I had asked my customers what they wanted, they would have asked for a faster horse."
What about your customers? Do you call your customers to ask them about their sales experience in your dealership? If so, good for you, since the very act of following-up with customers will sell incremental motorcycles.
However, don't make the mistake of taking customer feedback for gospel when it comes to measuring how your salespeople are selling, and then deciding how to improve the sales process used by your dealership.
» View PDF of Article (217.8 KB) |
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Powersports Business Blog
Where to Find the Easiest Customers
January 2010
At your dealership the workday begins with thousands of customers who already know your dealership, already know your products, and are without question the most likely source for new sales at your dealership. Yet, these customers will tell you that it's very unusual for them to ever hear from one of your salespeople.
» View PDF of Article (193.9 KB) |
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