Autotrader Remote Trading Guide: COVID-19 Lockdown Tips

With many states now in lockdown, a large number of buyers find themselves unable to visit dealerships in person. But there’s good news: There are plenty of strategies that dealers can use to help them continue trading cars in these challenging times.

Tip 1: Have you considered offering a FREE Third Party Inspection?

A third party inspection gives customers the opportunity to get a trusted opinion on the condition of a vehicle from the safety of their home. This may help interested buyers gain the confidence they need to purchase your vehicle.

Tip 2: Have you considered FREE statewide or nationwide delivery?

‘Free shipping’ has long been a successful strategy for ecommerce businesses. Shipping the car to a consumer at no extra charge may provide additional incentive for them to make a purchase from you, particularly during times of restricted movement.

Tip 3: Do you have sanitisation protocols in place?

Providing clear details of your sanitation protocols can help reassure customers that their health and safety is a priority to your dealership.

Tip 4: Are you managing and collecting your Google rating profile?

Purchasing a vehicle remotely or through Click and Collect requires a high degree of customer trust. Ensure your dealership’s Google ratings are carefully reviewed to address any concerns raised by other customers. Encourage any past buyers who purchased a car from you remotely to submit a review about their experience. This can help provide consumers with greater confidence when making a purchase from you.

Tip 5: Are you offering and marketing ‘contactless collect’ services?

If you are offering these services, you should ensure it is clear to potential buyers that they can purchase vehicles from you remotely and safely collect their vehicle.

Tip 6: Can you arrange personalised videos?

Video is an important way that buyers can inspect the vehicle they are looking at purchasing, when they would otherwise have inspected in person. If you can offer a videobased service, ensure the video is high definition and easy for the buyer to access and view to enhance the reviewing experience.

Tip 7: Have you considered a satisfaction guarantee?

When customers are buying without a test drive, guarantees matter and may provide them with more confidence to complete a purchase. Consider offering your buyers reassurance that if the car doesn’t meet the original description, they can return it to you within a specified time frame.

Tip 8: Do you offer a variety of communication options?

Does your dealership already provide a wide range of communication options such as Zoom, FaceTime, Google Meet, and Skype? During lockdowns it can be helpful to offer customers as many channels of communication as possible to view the vehicle and complete a sale.

Tip 9: Can your buyers complete their paperwork remotely?

To save time and to maintain social distancing, consider going digital and where possible, collecting required signatures electronically. Many dealerships are already uploading deal and finance documents, where possible, to platforms like DocuSign and Adobe Sign.

Tip 10: Is your communication style right for the times?

Consider providing scripts to your staff to ensure they are being sensitive and supportive to their customers during this difficult period.

Disclaimer: The above tips are simply suggested guidance. Compliance and keeping up to date with changing COVID-19 rules and regulations is the responsibility of individual dealerships.