The desired level of customer service for different dealership customer segments will vary based on their individual needs and expectations. There is no one-size-fits-all approach to customer service, but some general trends can be noted.
Generally speaking, dealership customer segments who are seeking luxury vehicles or services would likely desire a higher level of customer service. These shoppers would likely expect personalized attention, immediate response times when they have a question or concern, knowledgeable sales staff, and a streamlined buying process.
Conversely, customers who are in the market for more affordable vehicles may place less emphasis on customer service when selecting a dealer. They may be more focused on value, with less concern about amenities and customer service. These customers may be more satisfied with an efficient buying process and basic customer service.
No matter the customer segment, customer service is critically important for any dealership. Customers should be treated with respect, fully informed about the buying process, and satisfied with their overall experience. Without an adequate level of customer service, customers may feel ignored or disregarded and may be more likely to choose a competitor.