Demystifying Dealer Reputation Management: Strategies for Success

In today's digital world, maintaining a positive online reputation is more important than ever for car dealerships. Potential customers often rely on reviews and social media presence to make informed decisions about where to purchase their next vehicle. In this blog post, we'll delve into the significance of dealer reputation management, highlighting the impact of reviews and social media presence, and provide guidance on how to manage and improve your dealership's online reputation.

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The Importance of Online Reviews

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1. Google Reviews: In the Australian market, Google Reviews are particularly important for car dealerships, as they often serve as the first impression for potential customers. A high average rating and numerous positive reviews can significantly impact a customer's decision-making process and influence their perception of your dealership.

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Getting a good review is as easy as asking your customers.

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2. Incentivising staff: Encourage your staff to ask customers for reviews after a positive experience, as this can help increase the number of reviews your dealership receives. Be careful not to handle customers' phones to post reviews, as this can be perceived as unprofessional and invasive.

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3. Risks of posting fake reviews: It's crucial to avoid posting fake reviews on your own properties or competitors' platforms, as this can lead to severe consequences, such as penalties from Google or damage to your dealership's credibility.

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4. carsales.com.au reviews: The popular Australian platform carsales.com.au now displays dealership reviews against ads, with ratings between 1 and 5 derived from various review platforms, including Google, Product Review, and Facebook. This feature further highlights the importance of managing your dealership's online reputation.

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Responding to reviews

1. Respond to all reviews: Make an effort to reply to both positive and negative reviews in a timely and professional manner. Thank customers for their feedback and address any concerns or issues raised in negative reviews. By doing so, you demonstrate your commitment to customer satisfaction and show that you value their opinions.

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2. Be genuine and empathetic: When responding to negative reviews, express empathy and understanding, and avoid becoming defensive. Offer solutions where appropriate and use the feedback to make improvements to your dealership's operations and customer service.

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3. Monitor review platforms regularly: Keep an eye on your dealership's reviews on various platforms and address any emerging trends or issues. Regular monitoring will enable you to stay ahead of potential problems and maintain a positive online reputation.

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According to a study by BrightLocal, 87% of consumers read online reviews for local businesses in 2020, highlighting the importance of a strong online presence for dealerships.

A survey by Podium found that 93% of consumers say online reviews impact their purchasing decisions, reinforcing the need for dealerships to manage their online reputation effectively.

Conclusion

Dealer reputation management is a crucial aspect of success in the automotive industry, and by following the strategies outlined above, your dealership can create a positive and trustworthy online presence. SaleShark understands the importance of managing your dealership's reputation and is here to support you in achieving success in this area. Remember, a strong online reputation can lead to increased customer trust, higher sales, and long-term success for your dealership.