How to hold Meaningful Customer Conversations and Drive More Online Reviews

Meaningful customer conversations help auto dealers deliver value to customers and gain useful customer insights.

Here are a few tips to create impactful customer conversations.

1. Maintain a positive attitude

Train dealer staff to always maintain a positive and courteous attitude while in conversation with customers and put their best body language forward. Pay close attention to customers. Try words like "Please” and "Thank you”.

Remember, when you treat your customer’s right they keep coming back and that leads to long-term customer associations.

2. Be a good listener

Listening to your customers will help you to understand their priorities and enable you to come up with speedy solutions to customer issues. While in conversation with customers, try not to interrupt them.

Allow your customers to express themselves and take note of their feedback.

3. Value their time

In order to be in your customer’s good books, you need to value their time.

When a customer comes up with a specific issue, they expect you to provide quick answers. Offering timely responses without making the customer wait makes them feel valued and appreciated.

4. Identify customer pain-points

Asking the right questions at the right time can help you to figure out customer pain points. Consider asking questions like "How would you like us to resolve the issue?” to gain clarity about their issues and expectations.

5. Build a rapport

Building good rapport is all about creating a bond of trust. You need to empathize with customers, show genuine interest in their wellbeing and make them feel valued.

Not only will this help you to provide excellent customer service but also improve sales and positive reviews.

6. Ask for customer feedback

This is yet another way to keep a conversation going with customers. Ask your social media followers for recommendations and suggestions, and start a conversation with every response. Also be sure to share these customer testimonials with your audiences.

7. Train your support team

In order to improve customer experiences, you need to focus on building a dedicated customer support team.

Offer them proper training and clear protocols.