Welcome to the North American Subaru Impreza Owners Club Friday January 17, 2020
Home Forums Images WikiNASIOC Products Store Modifications Upgrade Garage
NASIOC
Go Back   NASIOC > NASIOC General > News & Rumors > Non-Subaru News & Rumors

Welcome to NASIOC - The world's largest online community for Subaru enthusiasts!
Welcome to the NASIOC.com Subaru forum.

You are currently viewing our forum as a guest, which gives you limited access to view most discussions and access our other features. By joining our community, free of charge, you will have access to post topics, communicate privately with other members (PM), respond to polls, upload content and access many other special features. Registration is free, fast and simple, so please join our community today!

If you have any problems with the registration process or your account login, please contact us.







* As an Amazon Associate I earn from qualifying purchases. 
* Registered users of the site do not see these ads. 
Reply
 
Thread Tools Display Modes
Old 11-14-2019, 07:44 AM   #1
AVANTI R5
Scooby Guru
 
Member#: 73805
Join Date: Nov 2004
Default Genesis At Bottom Of JD Power Sales Satisfaction Study




Quote:
While showroom sales processes such as dealership personnel interaction with customers, working out the deal and vehicle delivery can drive future customer loyalty, higher satisfaction in online and shopping factors can often close a sale, according to the J.

D. Power 2019 U.S. Sales Satisfaction Index (SSI) Study,SM released today. Lower satisfaction related to dealership website, inventory and the facility itself is common among brands with lower close rates that perform below segment average in these factors.

"While digital retail is on the rise, shoppers arenít quite ready to adopt an Amazon-like business model when it comes to purchasing a vehicle; they still want to view inventory in-person and often rely on salespeople to explain how the vehicle technology works," said Chris Sutton, Vice President of Automotive Retail at J.D. Power. "In fact, 90% of buyers still visit their selling dealership during the shopping process.

The key for dealers is to ensure they donít lose the sale before a customer even steps foot on their lot. If a new-vehicle shopper isnít satisfied with the dealer website or facilities, they arenít going any further in the sales funnel, and that sale is lost before a dealer can demonstrate how well it does everything else. Brands with the highest close-rate percentages are successfully delivering the experiences vehicle shoppers want."
* Registered users of the site do not see these ads.
AVANTI R5 is offline   Reply With Quote
Sponsored Links
* Registered users of the site do not see these ads.
Old 11-14-2019, 08:12 AM   #2
legacy_etu
Scooby Newbie
 
Member#: 35985
Join Date: Apr 2003
Chapter/Region: NESIC
Location: RI
Vehicle:
19 Q50S
16 Wrangler ultd.

Default

Can't speak for Genesis, but I'm not surprised to see Infiniti ranked that high based on my last two Infiniti purchases. They were some of the easiest , no hassle purchases I've ever made. No shenanigans were attempted at any time either. In and out quickly too.
legacy_etu is offline   Reply With Quote
Old 11-14-2019, 08:14 AM   #3
KC
Scooby Guru
 
Member#: 442
Join Date: Oct 1999
Chapter/Region: NESIC
Location: RI/SE Mass
Vehicle:
17 Imp Spurt
00 S2k

Default

Not really a shocker. Many Genesis dealers are colocated in Hyundai dealerships and not separate, meaning you'll have the same clientele in the building shopping $14.5k Accents on 84 month loans as those wanting to drop $50-$60k on a Genesis, and the salespeople that treat the Genesis customer as a Hyundai customer. (When they should really treat everyone the same as a Genesis customer).

Has been stated since day 1 that this is a big issue with the growth of a new brand.

I've experienced it twice, once in RI and the other in Columbus OH. Hyundai salespeople that have been trained on the Genesis cars, but not the Genesis customer.

Also, Alfa is mixed. I've been to a few Alfa dealers and many are in their own really nice dealership. One in RI as part of a very well known and ritzy conglomerate of dealers (Porche/MercB, etc...)? In a strip mall building on the side/behind their Caddy dealer, bare concrete walls and floor with hanging lighting and 30+ cars inside (With their Maseratis and ... can't remember the other brand). Like walking into a just cleaned out supermarket that all they did was remove the shelves and all flooring.

--KC

Last edited by KC; 11-14-2019 at 08:20 AM.
KC is offline   Reply With Quote
Old 11-14-2019, 08:58 AM   #4
arghx7
Scooby Specialist
 
Member#: 232940
Join Date: Dec 2009
Location: cold
Default

Alfa Romeo dealers are often co located with Fiat dealers.
arghx7 is offline   Reply With Quote
Old 11-14-2019, 12:38 PM   #5
subyski
Scooby Specialist
 
Member#: 202642
Join Date: Nov 2007
Chapter/Region: RMIC
Location: Centennial, Colorado
Vehicle:
08 Impreza,80Vette
68 Impala, 15 SantaFe

Default

Genesis needs to get their dealer network figured out. As a Hyundai owner, I have no issue with their dealer showroom/service set up but it's not a premium/luxury experience that would be required for Genesis to be taken seriously.
subyski is offline   Reply With Quote
Old 11-14-2019, 12:57 PM   #6
godfather2112
Papi Chulo
Moderator
 
Member#: 53794
Join Date: Jan 2004
Chapter/Region: RMIC
Location: Boner kill city
Vehicle:
... 2017 BMW M2
2017 F-150

Default

Stupid question but is this measuring the happiness of customers during the sales process at a specific dealer?
godfather2112 is offline   Reply With Quote
Old 11-14-2019, 01:35 PM   #7
KC
Scooby Guru
 
Member#: 442
Join Date: Oct 1999
Chapter/Region: NESIC
Location: RI/SE Mass
Vehicle:
17 Imp Spurt
00 S2k

Default

Quote:
Originally Posted by godfather2112 View Post
Stupid question but is this measuring the happiness of customers during the sales process at a specific dealer?
Quote:
The J.D. Power U.S. Sales Satisfaction Index (SSI) StudySM provides a comprehensive analysis of the new-vehicle purchase experience from the customer perspective. ... The study provides insights into customer needs and expectations and provides recommendations for improving the sales process.
https://www.jdpower.com/business/res...ndex-ssi-study

---kC
KC is offline   Reply With Quote
Old 11-14-2019, 01:43 PM   #8
Kostamojen
Scooby Guru
 
Member#: 2272
Join Date: Sep 2000
Chapter/Region: BAIC
Location: Fire Caves
Vehicle:
1999 OBS Camo Wagon

Default

Quote:
Originally Posted by arghx7 View Post
Alfa Romeo dealers are often co located with Fiat dealers.
What Alfa and Fiat dealers? All of them have closed in my area
Kostamojen is offline   Reply With Quote
Old 11-14-2019, 01:45 PM   #9
godfather2112
Papi Chulo
Moderator
 
Member#: 53794
Join Date: Jan 2004
Chapter/Region: RMIC
Location: Boner kill city
Vehicle:
... 2017 BMW M2
2017 F-150

Default

Quote:
Originally Posted by KC View Post
Iím surprised to see BMW so low. Then again, the amount of ballers on a stretched budget leasing a bottom barrel 3 series is pretty high and I wouldnít expect amazing service would take place.

I did enjoy my experience with Kuni BMW in Portland though. Best car buying experience and was rather pleasant. Oddly enough ran into another person at the SLC dealership who has bought all their cars from them and has loved the process.

Iím guessing Lincoln and Cadillac are so high up due to sales reps being so nice to old people?
godfather2112 is offline   Reply With Quote
Old 11-15-2019, 10:58 AM   #10
Sub!eDr!ver
Scooby Newbie
 
Member#: 88924
Join Date: Jun 2005
Chapter/Region: South East
Location: Atlanta, GA, USA
Vehicle:
2014 Cadenza, Sedona
Past: Tribeca LGTx2 Justy

Default

Why isn't Kia in there?


Just kidding. Both Kia and Hyundai are now producing luxury cars, so they have to learn how to handle luxury buyers.

As stated above, they don't have separate stores, yet. I'm sure that'll come as sales increase to the point where they can sustain a separate showroom.
Sub!eDr!ver is offline   Reply With Quote
Old 11-16-2019, 09:56 AM   #11
legacy_etu
Scooby Newbie
 
Member#: 35985
Join Date: Apr 2003
Chapter/Region: NESIC
Location: RI
Vehicle:
19 Q50S
16 Wrangler ultd.

Default

Quote:
Originally Posted by Sub!eDr!ver View Post
Why isn't Kia in there?


Just kidding. Both Kia and Hyundai are now producing luxury cars, so they have to learn how to handle luxury buyers.

As stated above, they don't have separate stores, yet. I'm sure that'll come as sales increase to the point where they can sustain a separate showroom.


Agreed, but will they ever get the sales volume? Here in RI I still see the exact same G70 inventory for sale unsold for the past 9 months. Luxury Korean marks donít seem to be selling around here.
legacy_etu is offline   Reply With Quote
Old 11-16-2019, 10:32 PM   #12
Sub!eDr!ver
Scooby Newbie
 
Member#: 88924
Join Date: Jun 2005
Chapter/Region: South East
Location: Atlanta, GA, USA
Vehicle:
2014 Cadenza, Sedona
Past: Tribeca LGTx2 Justy

Default

Some areas they sell well, others not so much. One of my local Kia dealers says that individual model sales seem to be localized as well. They sell lots of other models at this site but very few Stingers, while other stores nearby (same owner) sell more Stingers.
Sub!eDr!ver is offline   Reply With Quote
Old 11-17-2019, 01:22 AM   #13
BeepBoop
Scooby Newbie
 
Member#: 496462
Join Date: Jan 2019
Location: MN
Default

What exactly are buyers expecting from their purchases of luxury vehicles I wonder? What exactly are the behaviors that get a "good" score?

My ideal experience is exactly what happened last time. Send out an email to 10 dealerships within 300 miles, all BCCd. Respond to the one with the best price. Get in-writing offer. Book plane. Show up at airport, get picked up by sales person, drive to dealership, sign like 3 pieces of paper with the exact price already agreed upon at the bottom. Drive home in 5-6 hours.

Are these people expecting someone to bring them a fresh cup of coffee? Offer to wipe their behind while they take a dump on a golden toilet?

What is the experience here?
BeepBoop is offline   Reply With Quote
Old 11-17-2019, 05:39 PM   #14
hi5.0
Scooby Specialist
 
Member#: 340456
Join Date: Dec 2012
Location: Honolulu, Hawaii
Vehicle:
2013 Impreza

Default

Probably has to do with the "ambiance" as part of the whole deal. Customer is willing to spend the time and money for a "premium-branded vehicle" - it should be reasonable for the dealership's online and in-person interactions with said customers to reflect that every step of the way.
hi5.0 is offline   Reply With Quote
Old 11-17-2019, 06:00 PM   #15
KC
Scooby Guru
 
Member#: 442
Join Date: Oct 1999
Chapter/Region: NESIC
Location: RI/SE Mass
Vehicle:
17 Imp Spurt
00 S2k

Default

Quote:
Originally Posted by hi5.0 View Post
Probably has to do with the "ambiance" as part of the whole deal. Customer is willing to spend the time and money for a "premium-branded vehicle" - it should be reasonable for the dealership's online and in-person interactions with said customers to reflect that every step of the way.
When you go to buy a luxury $50k-$70k car, you don't/shouldn't be dealing with someone that's used to selling/dealing with those buying $15k cars. Go to a Mercedes, Jaguar, Volvo dealer. There's a certain way the sales people work with the buyer. The G90 is MSRP at $70k. If you're gonna drop that kind of money on a car... you expect a certain level of professionalism at the dealership.

Yes, in this survey, it's about, all about, the dealership experience. Hyundai fails well at this.

--kC
KC is offline   Reply With Quote
Old 11-17-2019, 09:45 PM   #16
subyski
Scooby Specialist
 
Member#: 202642
Join Date: Nov 2007
Chapter/Region: RMIC
Location: Centennial, Colorado
Vehicle:
08 Impreza,80Vette
68 Impala, 15 SantaFe

Default

It's just not the purchase experience but the experience you receive when you get service done. Some people want to feel like they are treated in a premium way. Same concept applies to a hotels and restaurants.
subyski is offline   Reply With Quote
Old 11-18-2019, 03:54 AM   #17
BeepBoop
Scooby Newbie
 
Member#: 496462
Join Date: Jan 2019
Location: MN
Default

Quote:
Originally Posted by subyski View Post
It's just not the purchase experience but the experience you receive when you get service done. Some people want to feel like they are treated in a premium way. Same concept applies to a hotels and restaurants.
I don't need to be treated like I'm god's gift to the earth. Every time I deal with people like that, the only thing I think is "how much could I be saving if all of this garbage wasn't packaged with my luxury item purchase?"

I'd rather 100% of my purchase dollars be going to the actual goods. I minimize dealing with people as much as possible. Just shut up, take my money, give me my thing. I'm not going to suddenly enjoy sitting down in a dealership flipping through TV channels, reading the year old mags they have on their table, etc, just because the seats are some fancy leather seats, and the instant a sales person starts to make small-talk is the instant I'm preparing to walk out the door.

Quote:
There's a certain way the sales people work with the buyer.
Yeah, the kind of way that makes me think they look down on those who can't afford their cook-kids club and makes me want to punch them in the face, or the kind of way that reeks of "you're getting reamed because you 'shouldn't care' about the money."

Professionalism? Nah. I'd rather hear them crack some kinda inappropriate joke 10/10 times. The first time I go to a service counter and the guy is like "that will be $21.65 and epstein didn't kill himself" is the time I get converted into a life-long customer.

Quote:
Originally Posted by hi5.0 View Post
Probably has to do with the "ambiance" as part of the whole deal. Customer is willing to spend the time and money for a "premium-branded vehicle" - it should be reasonable for the dealership's online and in-person interactions with said customers to reflect that every step of the way.
But, see, that stuff isn't ever free. It's always a cost that is recovered somehow, someway. I'd prefer to just spend less money and get whatever it is I'm after cheaper instead. It's always about the money for me.
BeepBoop is offline   Reply With Quote
Old 11-18-2019, 06:39 AM   #18
godfather2112
Papi Chulo
Moderator
 
Member#: 53794
Join Date: Jan 2004
Chapter/Region: RMIC
Location: Boner kill city
Vehicle:
... 2017 BMW M2
2017 F-150

Default

You sure seem fun.
godfather2112 is offline   Reply With Quote
Old 11-18-2019, 09:49 AM   #19
Sub!eDr!ver
Scooby Newbie
 
Member#: 88924
Join Date: Jun 2005
Chapter/Region: South East
Location: Atlanta, GA, USA
Vehicle:
2014 Cadenza, Sedona
Past: Tribeca LGTx2 Justy

Default

Quote:
Originally Posted by BeepBoop View Post
I don't need to be treated like I'm god's gift to the earth. Every time I deal with people like that, the only thing I think is "how much could I be saving if all of this garbage wasn't packaged with my luxury item purchase?"

I'd rather 100% of my purchase dollars be going to the actual goods. I minimize dealing with people as much as possible. Just shut up, take my money, give me my thing. I'm not going to suddenly enjoy sitting down in a dealership flipping through TV channels, reading the year old mags they have on their table, etc, just because the seats are some fancy leather seats, and the instant a sales person starts to make small-talk is the instant I'm preparing to walk out the door.


Yeah, the kind of way that makes me think they look down on those who can't afford their cook-kids club and makes me want to punch them in the face, or the kind of way that reeks of "you're getting reamed because you 'shouldn't care' about the money."

Professionalism? Nah. I'd rather hear them crack some kinda inappropriate joke 10/10 times. The first time I go to a service counter and the guy is like "that will be $21.65 and epstein didn't kill himself" is the time I get converted into a life-long customer.


But, see, that stuff isn't ever free. It's always a cost that is recovered somehow, someway. I'd prefer to just spend less money and get whatever it is I'm after cheaper instead. It's always about the money for me.
I'm kinda the same way. I usually don't take my vehicles to the dealer anyway, as I can usually get better service at a lower price at independent shops, so I don't want to pay for all that extra "dealer experience" stuff.

I think people who buy the high-end Kia and Genesis models are likely of the same mind.
Sub!eDr!ver is offline   Reply With Quote
Old 11-18-2019, 11:41 AM   #20
BeepBoop
Scooby Newbie
 
Member#: 496462
Join Date: Jan 2019
Location: MN
Default

Quote:
Originally Posted by godfather2112 View Post
You sure seem fun.
I'm plenty of fun, but let's just say I'm not someone you'll ever catch paying $100 for bottle service at a club when that same bottle would cost $18 in store just because I'm looking to "experience" a feeling of opulence. Some experiences just aren't worth it to me.

The teller at McDonalds could be the best order taker in the world, but I'm not paying 10x the price for a double cheeseburger just because. He's still just a teller and I'm still just getting a double cheeseburger. Also the best teller is a screen I put my own order on, so viva la revolucion and bring on the order screens at dealerships
BeepBoop is offline   Reply With Quote
Old 11-18-2019, 12:06 PM   #21
KC
Scooby Guru
 
Member#: 442
Join Date: Oct 1999
Chapter/Region: NESIC
Location: RI/SE Mass
Vehicle:
17 Imp Spurt
00 S2k

Default

Quote:
Originally Posted by BeepBoop View Post
The teller at McDonalds could be the best order taker in the world, but I'm not paying 10x the price for a double cheeseburger just because. He's still just a teller and I'm still just getting a double cheeseburger. Also the best teller is a screen I put my own order on, so viva la revolucion and bring on the order screens at dealerships
Try this: In hyundai's case, the order taker is the same person selling you McDonalds double cheeseburgers and prime filet mignon. Would you want to order your filet from the McDonalds order taker that only knows how to deal with people ordering/eating double cheeseburgers? If you've never been to a good steakhouse, there's a bit more to the order of a good steak, toppings, suggestions on how well a particular cut should be cooked, checking before delivery... than a mcdonalds burger.

I'm with you on the kiosk ordering with cars. I bet Saturn would have done it well.

--kC
KC is offline   Reply With Quote
Old 11-18-2019, 12:23 PM   #22
subyski
Scooby Specialist
 
Member#: 202642
Join Date: Nov 2007
Chapter/Region: RMIC
Location: Centennial, Colorado
Vehicle:
08 Impreza,80Vette
68 Impala, 15 SantaFe

Default

I don't care about the dealer experience myself. My Hyundai is the first car I take to the dealer for oil changes because of the price and get a genuine Hyundai oil filter. Then I raid their snack bar while I wait.

But I also understand when people want that premium experience too. Different strokes for different folks. That's all.
subyski is offline   Reply With Quote
Old 11-18-2019, 12:31 PM   #23
BeepBoop
Scooby Newbie
 
Member#: 496462
Join Date: Jan 2019
Location: MN
Default

Quote:
Originally Posted by KC View Post
there's a bit more to the order of a good steak, toppings, suggestions on how well a particular cut should be cooked, checking before delivery...
--kC
Most of the fancy restaurants I've been to still only have a few choices for food. Honestly the fancier they are, the less choice I seem to have, but the food is delicious. I automatically assume I can make my own decisions, and in the case of anything expensive, I guarantee I know better than anyone who will be selling me the thing.

I digress. If I can't dictate exactly what I want in a car purchase, I'm not up to the task of purchasing a car. Too many people go in and want to be sold something or "learn" about the product on the spot. Only thing I ever want to do at a dealership is take a test drive or sign papers.

BTW, I have a long-running experiment. So far, 86% of the time in my personal experience, when I ask a server what they recommend out of a few choices, they recommend the more expensive dish. I never ask anyone anything if they're also selling me something.

Quote:
But I also understand when people want that premium experience too. Different strokes for different folks. That's all.
Agreed. I just find it funny that apparently people care enough about this to let it affect the sale of a large purchase. I'm not that emotional I guess. I already know I want to buy something if it's a big ticket item, and I'm just looking for a monkey to facilitate it since I can't just buy it off amazon (yet).
BeepBoop is offline   Reply With Quote
Old 11-18-2019, 12:48 PM   #24
subyski
Scooby Specialist
 
Member#: 202642
Join Date: Nov 2007
Chapter/Region: RMIC
Location: Centennial, Colorado
Vehicle:
08 Impreza,80Vette
68 Impala, 15 SantaFe

Default

Quote:
Originally Posted by BeepBoop View Post
Agreed. I just find it funny that apparently people care enough about this to let it affect the sale of a large purchase. I'm not that emotional I guess. I already know I want to buy something if it's a big ticket item, and I'm just looking for a monkey to facilitate it since I can't just buy it off amazon (yet).
I get emotional when I buy a car because of the payments I have to make.
subyski is offline   Reply With Quote
Old 11-18-2019, 02:12 PM   #25
SCRAPPYDO
Scooby Guru
 
Member#: 873
Join Date: Feb 2000
Chapter/Region: TXIC
Location: www.testdrivemylife.com
Vehicle:
2020 Legacy / Ascent
Datsun 71 240Z & 68 2000

Default

Alfa is over Acura

Maybe in upside down world.
Plus a Porsche could catch fire and the owners would say, "look at that precision German Fire!" You cannot get a Porsche Fanboy to say a bad word about it
SCRAPPYDO is offline   Reply With Quote
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Forum Jump

All times are GMT -4. The time now is 11:31 PM.


Powered by vBulletin® Version 3.7.0
Copyright ©2000 - 2020, Jelsoft Enterprises Ltd.
Powered by Searchlight © 2020 Axivo Inc.
Copyright ©1999 - 2019, North American Subaru Impreza Owners Club, Inc.

As an Amazon Associate I earn from qualifying purchases.