ABM Q4 - Flipbook - Page 39
MEE T THE DEALER
PINKSTONES TOYOTA
What makes a good
salesperson?
Our salespeople are more consultants
now, rather than salespeople.
We very rarely now have to ‘sell’
a car to a customer, because the
customer comes in having done their
research and they know what car they
want. Then, the role of the salesperson is
to either affirm or correct the customer's
information, and assist.
If it is a used car buyer, they have
done hours of research, they know
what they are looking for, and they
are probably not going to visit another
dealership.
This then comes back to us creating
a positive experience for the customer
and also ensuring that you have the cars
available that they want to see.
Then, the salesperson’s role is to talk
them through the ownership, life-cycle,
purchasing and finance options, and
allow them to make an informed choice.
Customers want someone honest and
open about who wants to find the right
vehicle for them.
Now, it is more of an opportunity to
lose a customer, as opposed to 10 years
ago when they were ours to gain.
We are seeing our used car sales
department conversion rates sit around
50% on average.
What does the
future look like?
We have implemented AI into our
systems to help with the journey from the
initial inquiry.
We partner with a company called
AI Assistant, a Keyloop partner, and
it automatically sends out service
reminders and informs our sales and
service teams.
Having this connection then allows
us to bring in the sales team when it
is closer to the time of the service, so
they can introduce a new product, ask
about part-exchange and offer a vehicle
evaluation.
We also work with Impel, which sends
us web-lead inquiries to our sales
department so that they can get the
customer to speak with us directly.
Q2 2026
Q4
AUTOMOTIVE BUSINESS
39
71
