Hi i'm Tom Deacon here to present this episode of How2CitNOW. In this video we're looking at
what makes a good personalised experience. We'll be sharing some video clips demonstrating what
works really well and how it helps build engagement and rapport with a customer.
Customers are more likely to purchase from someone who provides a personalised experience.
Personalisation can ultimately increase your efficiency sales and csi scores by helping you
have the customer choose you rather than another retailer. It helps communicate a genuine interest
and aids in exceeding expectations building a direct relationship and trust between both parties.
Personalising your CitNOW video is more than just using the customer's name,
although this is a great start. It's about making sure the content you present is relevant to the
customer's needs and what they have enquired about. If they have a particular feature they
are interested in take the time to reference this and demonstrate it, this will really resonate with them.
Got a customer who has further to travel or has asked for an in-depth presentation?
Take the time to do it, it will help improve efficiency in the long term when they place their
deposit with you on the strength of your video alone. We know this happens, we've got some great
clips of personalisation in action and here is our first example. So now we're inside the car having a
good look of course, raceway you're going to bring to the sat nav in the center giving you a good
display for all around. Straight in the middle as well nice and easy and then of course you've
got your climate control just down here with your sport mode as well. Of course climate control
very nice it gives you a bit more control over the temperature inside. Now the car is actually a
really low mileage it's only done 18 000 miles so less than your average driver. As I said earlier
with the reverse incentives once you finish your journey and want to park up as you'll see here
you get a nice picture and sound display as soon as you start seeing anything cropping up.
And there we are during this remote test drive the video taker has pointed out the
main features that were asked about and have shown them in full action. The reversing sensors
were shown in use too helping the customer understand the level of feedback they have.
This all together really helped the customer visualise the experience of owning the car
and was put together based on the customer's initial enquiry. In this next clip we'll see how
a vehicle handover is presented when the customer cannot have a face-to-face handover demonstration.
So when the keys are in proximity to the vehicle right there in the pocket in a minute
this button here will actually lock and unlock the vehicle, just press it again to unlock it.
And then once inside much like the keyless entry you've got keyless start,
so again still in my pocket not on the brake and press the start stop button.
And the car will turn itself on.
Turn that down a sec okay so at the minute it's on the guest profile so you will have to make a profile
and sign in. If you click on the screen you get the maps up, just go back to the home. Swipe to the left
this is your home screen effectively you've got your navigation, home menu, map, radio, connect your
phone, uvo, sounds of nature if you ever needed that. It's not all just about the sale, it's the whole
experience. This video taker utilised CitNOW to provide a tailored handover experience when they
could not complete an in-car handover in person. Not only was this very helpful information it was
a great way to keep anticipation and excitement high for the customer. In our final clip for this
episode we take a look at how Lee has listened to the customer's concerns about a vehicle,
explaining the ownership history and how this reflects the excellent condition of the vehicle.
I know that you've had conversations about the ownership of the vehicle. So firstly being
our vehicle and our Chief Accountant, Simon Craven, who drove the car as a demonstrator.
Then it was a good customer of mine it was Clive Skillacorn
who i've been looking after for a number of years now and he had a reason to buy
a stock gap car until the vehicle that he really wanted and his wife was happy with.
So that's the reason for the short ownership and why we have such a great vehicle for us .
Watching through these videos we can see that personalising starts with the obvious, listening to
the customers needs. Once established we can pick out certain features of a car that are important
to them and address any concerns they have. By using the customer's name, repeating some of
the conversations then focusing the video on the details they want to see and know more about, they
are receiving a personalized non-generic video. This is a great way to have a strong level of
engagement and work closely with the customer to meet their needs. Thanks for watching this episode
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