Customer Retention Best Practices SSO Customer Lists Page

Customer Retention Best Practices SSO Customer Lists Page 1

Why are the SSO lists Important? • • Improve customer retention metrics • EBE Be Proactive! Grow business! • • Filter the lists to what works best for the dealers Impact bottom line for the future per NADA survey : “Customers that service their vehicle at the dealership are 17 times more likely to purchase another vehicle from you. ” Page 2

Work Your Customer Lists in SSO • • Inactive Customers • • • Review for both 7 -12 month, and 13 -72 Sort by Model Year or Sales Month for possible included maintenance left Match against Recall Manifest About to become inactive • Sort by Last Service Visit Custom list generator • Focus on specific model or mileage Aging Dashboard • • 5 year population in 5 sales buckets Be proactive and set a strategy! Page 3

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How to Compile a List of Customers who are about to become Inactive Page 5

Aging Dashboard Page 6 Continued on Next Page

Aging Dashboard Page 7 Continued on Next Page

Aging dashboard - Do you Know why you have Defectors? Page 8 Continued on Next Page

Aging Dashboard Cont. Page 9 HOME

Work Those Lists!!! • Your BDC can reach out to these Customers by phone or you can upload these list to a manifest list or CSSR portal to send out email blasts or direct mail offers to these customers. • Review the SSO Best file located under the Overview Tab on Service. Smarts Online homepage - There you will find great ideas on how to reach out to these customers. Some examples include • Phone Scripts for your BDC • Email Blast templates • POP Card examples • We missed you letters, etc. . . • Set a goal! How many customers should you try to call a day/week/month? ! The 3 lists mentioned in this presentation should be pulled Every Month! How you work these lists is up to you! Just make sure you WORK THE LISTS in to order to “BRING EM BACK”! Page 10 HOME