The automotive dealership business process involves several key steps from selling a car to completing the final transaction paperwork. This process ensures a seamless and efficient experience for the customer, from the initial inquiry to driving off the lot with their new vehicle.
Here’s a comprehensive overview:
Customer Engagement
Lead Generation: Dealerships generate leads through advertising, online listings, social media, and direct marketing.
Initial Contact: Customers visit the dealership or contact them online or via phone to inquire about vehicles.
Needs Assessment: Sales representatives assess the customer’s needs, preferences, and budget to recommend suitable vehicles.
Vehicle Presentation and Test Drive
Vehicle Walkaround: Sales representatives provide a detailed walkthrough of the vehicle’s features, specifications, and benefits.
Test Drive: Customers are offered a test drive to experience the vehicle firsthand, which helps in making an informed decision.
Price Negotiation and Financing Options
Price Discussion: Sales representatives discuss the vehicle’s price, including any trade-in value for the customer’s current vehicle.
Negotiation: Negotiation on the final price, including any discounts, promotions, or additional services.
Financing Options: Finance managers present financing options, including loan terms, interest rates, and monthly payment plans.
They also discuss lease options if applicable.
Credit Approval
Credit Application: Customers fill out a credit application, providing personal and financial information.
Credit Check: The dealership runs a credit check to determine the customer’s creditworthiness.
Approval: Based on the credit report, the finance manager secures loan approval from financial institutions.
Finalizing the Deal
Agreement Signing: Customers sign the sales agreement, loan or lease agreement, and any other necessary paperwork.
Vehicle Protection Plans: The finance manager offers additional products such as extended warranties, maintenance plans, and insurance options.
Trade-In Process (if applicable)
Vehicle Appraisal: The customer’s current vehicle is appraised to determine its trade-in value.
Trade-In Offer: The dealership makes an offer for the trade-in vehicle, which is deducted from the purchase price of the new vehicle.
Title Transfer: The dealership handles the transfer of the title from the customer to the dealership.
Preparing the Vehicle for Delivery
Detailing: The vehicle undergoes a thorough cleaning and detailing to ensure it is in pristine condition.
Inspection: A final inspection is conducted to ensure the vehicle is ready for delivery.
Paperwork and Registration
Title and Registration: The dealership processes the title and registration paperwork with the local Department of Motor Vehicles (DMV).
Temporary Tags: Temporary tags are issued to the customer until the permanent registration and plates are received.
Insurance Verification: The dealership ensures that the customer has the necessary insurance coverage for the vehicle.
Vehicle Delivery
Handover: The vehicle is handed over to the customer, along with the owner’s manual, spare keys, and any other relevant documents.
Walkthrough: A final walkthrough is conducted to explain the vehicle’s features, controls, and maintenance schedule.
Post-Sale Follow-Up
Customer Satisfaction: The dealership follows up with the customer to ensure satisfaction with the vehicle and the buying experience.
Service and Maintenance: Information about service and maintenance options is provided, encouraging the customer to return to the dealership for future needs.