Virtual Retailing Readiness Quiz Survey

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* 1. Do you have a clearly defined sanitization plan in place?

No, and we do not see the need for this after COVID-19.

No, we are short-staffed and only do what we can on any given day.

Yes, but it is not well-managed and therefore leaves room for error in creating a safe environment.

Yes, this was our immediate focus and ongoing priority for the safety of employees and customers.

Did you know... 55% of customers said a business' community involvement impacted their business choice.

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* 2. Do you offer concierge or contact-free ways to buy and pickup as well as delivery options?

No, and we don't see a need for this option long-term.

No, but we recognize the ongoing need for this option.

Yes, but we run into issues managing this process and will likely discontinue this option.

Yes, and it has been working well so we plan to continue this option ongoing.

Yes, and we charge for it.

Did you know... 50% of recent car buyers only visited one dealership before buying, and 18% of auto shoppers would buy a vehicle sooner if there was an online purchase option.

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* 3. Outside of commercials/advertising, do you utilize video technology to communicate with customers virtually? (ex. product/service explanations, tours/walkarounds, showcase offers/incentives)

No, I’m not comfortable with my team using video.

No, I haven’t found the right video solution for our business.

Yes, I have a video solution, but my team does not use it effectively.

Yes, I have a video solution and/or agency to handle video.

Did you know... YouTube is the #2 most visited website for 71% sales and 67% service customers. However, when asked if they received video in their lead response, only 5% of customers who received a response to their request for information said they got video of any kind in the response; 3% didn't receive anything.

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* 4. During COVID-19, have you continued to manage your online reputation?

No, we've never really paid much attention to our online reputation.

No, we recently reduced staff and/or budget and have not prioritized reputation management.

Yes, we manage review generation and responses in-house.

Yes, we have a vendor that manages this for us.

Did you know... 63% of service and 54% of sales customers say social and review sites are the most helpful in their selection process.

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* 5. How have you changed your social media strategy during COVID-19? (Select all that apply.)

We have reduced our staff and/or budget so we haven't been posting regularly.

We are posting but the content hasn't changed.

We are posting about our COVID-19 hours/operations and hygiene processes.

We are posting about our OEM offers and incentives.

We are posting photos and/or videos of customers with their new cars.

We are posting about the ways we are supporting other businesses, healthcare workers, etc.

Did you know... Facebook is used by 73% of sales and 76% of service customers; YouTube: 71% sales and 67% service; Instagram: 33% sales and 29% service; Twitter: 22% sales and 21% service. However, we still see more dealers wanting to focus on an Instagram strategy vs. YouTube -- if you must prioritize one over the other, prioritize YouTube!

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* 6. Do you use text messaging to communicate updates to customers, including any COVID-19 related information, your pickup/deliver options and more?

No.

Yes, our team members text customers from their personal devices and manage all responses on their own.

Yes, our team uses bulk texting technology that allows us to send information at once to customers.

Yes, our team uses bulk texting technology and relies on AI and automation to manage and track responses.

Did you know... Only 1 in 5 emails is ever opened, but 95% of text messages are read within 3 minutes.

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* 7. How is your website chat solution programmed or updated to better assist during our current retail environment? Select all that apply.

We don't use a chat tool on our website.

We have messaging on our chat about our COVID-19 changes such as hours, hygiene, delivery options.

We include options to explore our inventory from within the chat.

We offer trade-in tools directly within chat.

We include 5-star reviews from customers who appreciate our COVID-19 related efforts.

Did you know... 74% of customers would book appointments via messaging services, while 28% said they requested information or scheduled service after hours.

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* 8. For automotive dealerships, how have you updated your lead follow-up process for greater success now and beyond COVID-19? Select all that apply.

We changed our after-hours auto-response template to 24/7.

The sales team is doing follow-up as usual.

We have an automated solution to ensure no follow-up is missed.

We added video to our lead responses.

We extended follow-up to include more long-term touchpoints.

We now offer the option to begin the purchase transaction online.

Did you know... Search volume for best car deals and truck deals has grown 70% globally from March 22, 2020, to March 28, 2020, versus March 15 to March 21 of the same year.

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* 9. Despite COVID-19, vehicle searches have increased as people continue to shop online. If you are in automotive, what are you including in your responses to leads? Select all that apply.

The price of the vehicle requested

Other new vehicle options

Other used vehicle options

Credit pre-qualification and/or full finance application

Payment calculator options

Special offers and incentives

Video about the vehicle of interest, dealership, and/or salesperson

Ability to schedule at-home test drive

Did you know... 42% of customers said they are ready to BUY ONLINE! About a quarter of customers (24%) want to do all of their financing online ahead of time, and 1/3 (31%) want to negotiate the price.

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* 10. In what ways are potential customers able to communicate with the staff at your business? Select all methods which your team can use and management can track though your systems. (Example: If you can't see within your chat or CRM platforms the text messages your team is sending to your customers, do not check that option.)

Phone call

Text message

Chat

Video call

Did you know... Studies show that digital engagement directly correlates with shoppers’ propensity to buy, which enforces the importance of tracking all touchpoints from online activity.

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* 11. Have you thoroughly reviewed your advertising and vendor budget for duplicate services and messaging pertaining to COVID-19?

No, I have been too swamped to investigate my budget these past few months.

No, I don’t keep a consistent document to track my advertising budget.

Yes, but I haven't had time to cancel duplicate services or change any of my messaging.

Yes, I have done both and am saving a significant amount of money.

Dealers who have taken advantage of our complimentary and confidential audit are able to find savings of thousands of dollars per month!

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* 12. What do you anticipate your biggest challenge(s) will be retailing in this new landscape where safety is paramount and virtual is increasingly required?