Wards Auto
Some Car Dealers Good, Some Not-So-Hot at Handling Internet Leads
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March 2022
Virtually all car dealers know it’s worthwhile to promptly field Internet customer inquiries, says Fran O’Hagan, CEO of consulting firm Pied Piper. But that doesn’t mean all dealers are quick enough on the draw, as evidenced by the 2022 Pied Piper PSI Internet Lead Effectiveness Study. It measures by-brand responsiveness to mystery-shopping Internet leads sent to dealer websites. “I don’t think there is a car dealer out there who says, ‘No, ...
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Press Release: INFINITI DEALERS RANKED HIGHEST AHEAD OF CADILLAC AND LEXUS AS MOST RESPONSIVE TO WEBSITE CUSTOMER QUERIES; MAZDA AND SUBARU RANKED HIGHEST AMONG MAINSTREAM BRANDS
Despite inventory shortages and COVID-19, dealers who responded faster by text, phone, and email showed markedly stronger sales to web customers
March 2022
Monterey, California – March 7, 2022 – For the second consecutive year, Infiniti dealerships were ranked highest according to the 2022 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to Internet leads coming though dealership websites – a top requirement for retail success. Mazda and Subaru dealers were ranked highest of the mainstream brands. “Most dealers had less inventory in 2021, but dealer treatment ...
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Automotive News First Shift
Infiniti tops dealership website ranking
March 2021
Infiniti’s U.S. dealers were ranked number one in Pied Piper’s 2020 PSI Internet Lead Effectiveness Study.
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Wards Auto
Digital Auto Retailing Wonderful, Not Magical
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March 2021
A mystery-shopping survey says car dealers are offering consumers more and more digital retailing tools - and 25% of their websites include the likes of "buy now" buttons. But it's questionable as to whether those serve merely as window dressing. Moreover, the 11th annual study indicates dealers whose websites feature "buy now" buttons failed to quickly respond to customer attempts to "chat" 44% of the time on average. Consultancy Pied Piper's ...
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Press Release: INFINITI DEALERS RANKED #1 FOR RESPONDING TO WEBSITE CUSTOMERS REPORTS PIED PIPER PSI(R)
Industrywide, more digital retail tools appear; "click to buy" now offered by one in four websites
March 2021
Monterey, California, USA – March 8, 2021 – Infiniti dealerships ranked highest in the 2021 Pied Piper PSI® Internet Lead Effectiveness® Benchmarking Study, which answers the question, “What happens when customers visit a dealer website and inquire about a vehicle?” Dealerships selling Subaru vehicles were ranked second, followed by dealerships selling Acura. Brands with the greatest improvement from 2020 to 2021 were Infiniti, Subaru, Acura, ...
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Automotive News First Shift
Audi Tops Mystery Study
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July 2018
Audi rises to the top in mystery shopper study. For the first time, the Audi brand was ranked number one.
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CBT Automotive Network
What a mystery shopping study reveals about dealership processes
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July 2017
Joe talks to Steve Finlay about a recent article he wrote for WardsAuto, building rapport, and a mystery shopping study.
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Wards Auto
Why Dealership Showroom Staffers Should Follow Sales Process
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July 2017
Successful car salespeople regularly follow established sales processes, says Fran O’Hagan, president and CEO of Pied Piper Management, a consulting firm that mystery shops dealerships to determine showroom effectiveness. Dealers themselves, not automakers, should establish those processes. And it shouldn’t be optional for staffers to follow them or not, he says. For the second year, Nissan’s Infiniti brand dealerships ranked highest in the 2017 ...
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Automotive News First Shift
Infiniti Tops in Mystery Shopper Ranking
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July 2017
For the second year, Nissan’s Infiniti brand dealerships ranked highest in the newly released 2017 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study. Pied Piper's 11th annual study sent thousands of mystery shoppers to dealerships nationwide to see how effectively salespeople sell.
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Automotive News
Infiniti tops sales-prospects survey
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July 2017
Infiniti secured the top spot in a study on prospect satisfaction with dealerships for the second consecutive year. The study, released Monday, measures how effectively each brand’s dealerships sell when car shoppers visit the stores. The 2017 Pied Piper Prospect Satisfaction Index is based on how dealerships treated mystery shoppers who visited 5,289 stores in the U.S. between July 2016 and June 2017. The study is conducted by Pied Piper ...
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