If you are looking for a car and you don't have enough to buy a new one, an alternative that automakers offer is for you to buy certified pre-owned vehicles. As these vehicles have been used (probably leased previously), it is only obvious that it is priced much lower than a new vehicle. And if you are considering buying a CPO vehicle, I think that you would agree with J.D. Power and Associates that sales representatives play a major role in your decision.
In an article I stumbled upon on theautochannel.com while I was looking for a colleague's site who wants me to look up auto parts such as that fan blade Canada for his car, it said that J.D. Power conducted a study on customer satisfaction concerning sales of certified pre-owned vehicles. The study considered seven factors which affects the decision of CPO vehicle buyers. These are price, salesperson, vehicle condition, financing and insurance process, certified pre-owned vehicle program features, inventory, and delivery.
According to J.D., 57 percent of certified pre-owned vehicle buyers learned about CPO vehicles from sales representatives. That means that if their sales rep did not open up the possibility of acquiring a used vehicle in good condition, they might have bought a new car in the future or they may hear it from a competing dealership. More importantly, 38 percent of the respondents said that their impression with the salesperson has a lot to do with their decision to buy a used car.
Jane Crane, the director of automotive retail research at J.D., has this to say: "Shoppers in the market for a used vehicle have a complex array of factors to consider, particularly regarding price, warranty and vehicle condition. A salesperson who is effective at conveying the advantages of purchasing a CPO vehicle - including explaining the certification process and terms of the warranty - and who displays concern regarding the shopper’s budget, can be particularly effective in influencing buyers to consider and ultimately purchase a certified pre-owned vehicle."
Aside from treating consumers well during the pre-purchase period, Crane also pointed out that dealerships and salespersons should also interact with their customers well even after the purchase was made. "Not only is it important for the CPO salesperson to gain shoppers’ trust by treating them with honesty and fairness, but it is also critical for dealerships to build on that trust by following through on their commitments to customers once a sale is complete. Customer satisfaction drops considerably if dealers fail to respond to customer post-purchase phone calls, follow through on post-purchase promises or treat buyers well when they return for service," he concluded.
In an article I stumbled upon on theautochannel.com while I was looking for a colleague's site who wants me to look up auto parts such as that fan blade Canada for his car, it said that J.D. Power conducted a study on customer satisfaction concerning sales of certified pre-owned vehicles. The study considered seven factors which affects the decision of CPO vehicle buyers. These are price, salesperson, vehicle condition, financing and insurance process, certified pre-owned vehicle program features, inventory, and delivery.
According to J.D., 57 percent of certified pre-owned vehicle buyers learned about CPO vehicles from sales representatives. That means that if their sales rep did not open up the possibility of acquiring a used vehicle in good condition, they might have bought a new car in the future or they may hear it from a competing dealership. More importantly, 38 percent of the respondents said that their impression with the salesperson has a lot to do with their decision to buy a used car.
Jane Crane, the director of automotive retail research at J.D., has this to say: "Shoppers in the market for a used vehicle have a complex array of factors to consider, particularly regarding price, warranty and vehicle condition. A salesperson who is effective at conveying the advantages of purchasing a CPO vehicle - including explaining the certification process and terms of the warranty - and who displays concern regarding the shopper’s budget, can be particularly effective in influencing buyers to consider and ultimately purchase a certified pre-owned vehicle."
Aside from treating consumers well during the pre-purchase period, Crane also pointed out that dealerships and salespersons should also interact with their customers well even after the purchase was made. "Not only is it important for the CPO salesperson to gain shoppers’ trust by treating them with honesty and fairness, but it is also critical for dealerships to build on that trust by following through on their commitments to customers once a sale is complete. Customer satisfaction drops considerably if dealers fail to respond to customer post-purchase phone calls, follow through on post-purchase promises or treat buyers well when they return for service," he concluded.