Responsive selling. It’s a phrase currently being debated and examined in great detail, mainly because it suggests that the traditional fixed and stepped approach to auto sales is no longer effective — and in fact is losing relevance. With the evolution toward an online to in-store workflow, the reality on car lots across America is that customers –- especially Millennials –- are increasingly frustrated when they’re asked to re-do things they’ve already accomplished on a website. They want a nimble, flexible approach, and that introduces a critical shift that touches more than buying habits: it impacts how cars are sold, employee retention and training, CSI scores, and much more.
That’s the reality of today. The question is whether your workflows can be as responsive as your sales approach needs to be.