3 Ways Car Accessories Boost Retention

In today’s market, customer experience is the most important aspect of the car sale. 

Take a look at a few 2024 Customer Experience Statistics:

• After more than one bad experience, around 73% of consumers say they would rather do business with a competitor. (Zendesk)
• On average, 49% of customers have left a brand in the past 12 months due to bad customer experience. (Emplifi)
• 1 in 6 shoppers walk away from a purchase due to bad customer experience. (Emplifi)

Currently, the younger generations make up the largest segment of car buyers. They’re also the most difficult to retain. The millennial and Gen-Z generations have the lowest retention rate in the automotive industry (55.4%) and are the generations that write the most online reviews. When the experience isn’t up to par, the reviews reflect it, negatively affecting new business. 

If delivering stellar customer service is a means of retention and new business, only one question remains: How can dealers improve customer service? 

The answer to delivering the experience your customers are looking for is simple: sell accessories at the point of sale. Here are three ways that selling accessories at the point of sale creates a better customer experience and improves retention. 

1. Accessories Build Rapport

When a salesperson is thinking of accessories, they'll ask good questions about the customer's lifestyle to make suitable recommendations. The customer will feel heard, and the sales process will become more personalized. The available vehicles on your lot can be transformed into something that meets your customers' needs and introduces them to authentic OE upgrades they'll love with warranty and financing available.

2. Accessories Create an Experience

Accessories should be presented during wait time for F&I. By the time you get there, the customer could use a break. Create an inviting accessories area with comfortable seating away from the showroom's hustle and bustle. Register your customer in the accessories selling system, make four recommendations for their vehicle, and then step away to get them a drink. Let the customer shop in a low-pressure environment. 

3. Accessories Make Customers Sticky 

After the sale, accessories get customers into the service bay faster, giving your store another opportunity to impress. Retention goes up when your customer comes out of a positive car buying experience and lands in a clean, pleasant service bay. Set yourself up for success by creating a comfortable and well-maintained waiting area for your service customers, then train every staff member from Service Manager to technician in your desired customer service experience! Your customer will soon realize the benefit of having their vehicle serviced at the dealership rather than the local mechanic shop with fold-out chairs and no air conditioning. 

Insignia Group Can Help

For more than 20 years, Insignia Group has been the leading provider of digital accessory-selling systems in dealerships nationwide. Our sleek interface allows dealerships to create profitable accessory programs at the point of sale. Dealers using the Insignia Group accessories selling system can bundle accessories into custom packages, feature hot-selling accessories, process orders, and more! In addition, our integration with major digital retailers covers all your bases and allows for a seamless transition when customers decide to come into the store. 

Schedule a demo today with us to see how our system can help you sell more accessories at the point of sale.