August 9, 2007
Toyota's Lentz urges car dealers to improve service
Toyota's Lentz urges car dealers to improve serviceJim Lentz, executive vice president for Toyota Motor Sales U.S.A., told industry leaders gathered in Traverse City for the annual Management Briefing Seminars that auto companies must do more to improve the customer experience in showrooms.
He cited a recent Gallup poll that names car salesman as the least trusted profession -- behind congressmen and insurance salesmen.
"We're not doing enough to understand this front-standing, critical problem," Lentz said. "We're all being judged at the dealership level."
The average customer, Lentz said, wants to spend no more that two hours buying a car, yet the process can drag on for hours. He said data shows that one-quarter of prospective buyers who visit a showroom to buy a car leave without making a purchase.
One consumer, responding to a survey of car buying, said she'd rather attend a funeral than do business at a dealership.
not surprising
Posted by TY at August 9, 2007 9:37 AM
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