Gm Goodwrench

04/14/23 RCK CONSULTING

WE’RE LOSING OUR CUSTOMER BASE

1st Year 3rd Year

46% 59%

THEM86%

$6.9 BILLION SMACKERS

What do your customers

A relationship with an individual at the dealership.

Early warning/ no surprises.

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.Concern for their safety and their family.

DEFECTION POINTS

TiresBrakes

Tires78% of consumers buy

tires from the first person who

recommends them

TiresAND has them readily available

for sale.

Tires75% of customers continue to get

their vehicle serviced where they buy tires.

DEFECTION POINTS

TiresBrakes

A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.Concern for their safety and their family.

GM GOODWRENCH CUSTOMER RETENTION

PROGRAM

Total vehicle maintenance center.

PROGRAM

Your customer is introduced to your service department

PROGRAM

Your customer is introduced to your service department

Their first service is scheduled

Facts About Your Customers

82% could not remember the salesperson’s name a year later.

90% were never contacted again about purchasing another vehicle.

85% have no plans to purchase from the same salesperson or dealership

again.

62% have a family member or close friend who will purchase within

twelve months.

71% said that they bought because they liked their salesperson.

PROGRAM

We build value into each visit

PROGRAM

Maintenance Multi-Point Inspection

Report

IMPORTANT

PROGRAM

Measure and record tire and

break wear

PROGRAM

PSYCHOLOGY OF THE FREE

INSPECTION

PROGRAM

Mileage driven service reminder system

PROGRAM

Specific labor operation codes

PROGRAM

High profile services are competitively priced

PROGRAM

Tires are readily available to support the sale

Gm Goodwrench

Business

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