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The Seamless Customer Experience

The modern dealership customer is one of the most educated, engaged and skeptical consumer in any marketplace. They will spend hours researching vehicles they believe will suit their needs, have a good idea of what the vehicle should cost and have their guard up against “typical” dealership tactics. They’ve also been trained, thanks to Amazon, Apple and other retailers, that transactions can be quick, seamless and efficient.

Increasingly, they are demanding this experience in all their transactions — which includes purchasing a vehicle. Far from being an obstacle, however, this mindset represents an opportunity for dealerships that are willing to examine their own processes and put tools and training in place to allow their staff to not only meet the customer’s expectations but exceed them.

New Mindsets, New Methods

For most consumers, a vehicle is the second-most expensive item they purchase. Therefore, this is not a transaction most enter into lightly. The vast majority only come to a dealership when they are ready to buy; they’ve done all their “tire-kicking” research online. Also, as Millennials become the most dominate force in auto sales, the concept of haggling for price is becoming outdated; they fulfill a lot of their shopping needs online, where the price is the price.

For the dealership, this new mindset requires giving the consumer a seamless, transparent sales process, where they can have their questions answered, experience what the vehicle has to offer firsthand and understand how the dealership arrived at the price presented.

The marketing that made the consumer aware of your dealership should also be transparent and complement the in-store experience. No surprises. No baiting and switching. The sales process starts with your marketing offer and, in the best case, doesn’t end; it continues because you build a rapport and become their dealership for life.

In order to build this kind of rapport, your dealership should be marketing to customers with targeted, individualized messages. Millennial shoppers demand to be treated as individuals and older generations have found that they, too, enjoy the personal touch. Once in the dealership, the path should be seamless, leading from the greeting to the sale to the delivery as one process, and not as a series of juddering handoffs.

Automation is the key to achieving both of these goals.

Using Automation to Get Personal

From a marketing standpoint, the consumer leaves a huge trail of information about themselves through their shopping behavior, both online and off. To take full advantage of the marketing opportunities that big data provides, it’s necessary to bring in a marketing solution driven by artificial intelligence. This allows the dealership to reach the consumer with targeted, relevant messages to bring them into the store.

Once they’re in your dealership, other automated tools can allow your salespeople to provide the customer with the seamless experience they demand. By using software that unites all the elements a salesperson needs to lead the customer along the path to the sale, the process is streamlined, allowing them to access all the information necessary without having to toggle between different programs, logins or interfaces.

These software tools free up the salesperson to do what they do best: build a relationship with the consumer and become their advocate throughout the sales process.

“Automation doesn’t mean that you are getting rid of the human element,” said Jill Howard, director of client services for A2Z Sync, a company that delivers solutions allowing single-login access to everything needed in the automotive sales process. “There still needs to be that human element and a conversation; somebody should be there to answer any questions that might come up. But through automation, the experience can be made more seamless and gives the customer a much more efficient path to purchase the vehicle.”

When salespeople are given the correct tools and training, the customer, the salesperson and the dealership all benefit from the process. There’s a flow to the sales presentation that can’t happen when there are awkward transitions. These breaks in the flow are where consumers start to second-guess their decisions or, worse, pull out their smartphones and start researching their choices again. Buying a vehicle should be both a relaxing and exciting event, rather than being stressful and confusing.

This only happens, though, when everyone is properly trained on the tools they’ve been provided.

Educating the Team

To provide the customer with the best experience, training should be established as one of the most important elements in the sales process, and that should be a “top-down” requirement. It’s just as important for the dealership’s leaders to take part in continuing education as it is for the sales staff.

“The more competent you are, the better that employee is going to feel about their job and their role at the dealership,” Howard said. “Also, it’s a much better experience for the customer to deal with somebody who can actually answer their questions right off the bat. Training is incredibly important.”

To maintain the seamless experience for the consumer, it’s important that the sales process is consistent throughout the dealership, and sometimes this means getting some team members out of their comfort zone. With the right tools in place, however, this discomfort is temporary.

“Most people want to do a good job when they come into work,” Howard said. “If your expectations are set, you’re trained and given the tools to meet those expectations, it makes the workday much easier and smoother.”

The modern consumer themselves may be trained with certain expectations about the sales process, but buying a vehicle is a special moment in their lives. The dealership that can help them navigate the sales path with professionalism and empathy will earn their business now and for the long term. By providing a seamless process and becoming their advocate rather than their adversary along the way, your dealership will become their dealership.

Which leads us into our final blog in this series covering how all of what we’ve discussed so far comes together, to then conclude with our webinar on Thursday December 13 at 2pm EST, “Success Through Innovation: Tips for Your Dealership” with James Kurtenbach, Marketing Director at Schomp Automotive Group, and Jill Howard, Director of Client Services at A2Z Sync, as well as a case study featuring Schomp and Outsell.

Stay tuned.


In December 2010, the Canadian federal government passed a set of new laws concerning the sending of commercial communications over Canadian networks, which took effect as of July 1st, 2014. How does this impact your email marketing program?

Any email sent either to or from a Canadian computer, mailbox, or network falls under jurisdiction of CASL. If you have an email address in your marketing database that you suspect belongs to a Canadian, or if anyone opens your email in Canada, this law is applicable – even if your business is based outside of Canada. And CASL violation penalties are severe – ranging up to $10,000,000 for an organization.

With a serious impact to your bottom line, can you afford to be out of compliance? Let’s tackle the three things you can do to ensure that you’re ready.

You’ll need to meet three general requirements to remain CASL compliant: (1) consent from the subscriber to communicate with them, (2) your sender information clearly labeled within each communication, and (3) an unsubscribe mechanism in every touchpoint. It’s also important to note that, in most cases, CASL requires the sender of a commercial electronic email message to obtain permission BEFORE they are allowed to send to the recipient.

3 Steps to CASL Compliance:

1. Review Your Email Address Collection Methods

CASL requires that you can prove the level of consent for all Canadian email addresses added to your email marketing database after July 1, 2014. Email addresses obtained with implied consent must be removed after 2 years unless express consent to email them is received.

A consumer provides implied consent based on actions such as having a business relationship with the sender – for example, buying a vehicle or having their vehicle serviced. It’s important to note that implied consent isn’t evergreen; to maintain implied consent, a contact must take a business action with you at least once every two years. Make sure you’ve accounted for the two year window in your process.

Your consumers provide you with express consent when you explicitly ask your potential contacts for permission to send them email, and they agree. Once you obtain express consent, that consent remains in effect until the consumer decides to revoke it.

Make sure to add appropriate CASL-compliant language to every contact collection method you use – whether it’s a third party webform or a paper sign-up sheet at an event, be certain that you’re disclosing your compliance and saving documentation of the contacts’ express permission.

2. Obtain Express Consent from Existing Canadian Contacts

For contacts added prior to July 1, 2014, express consent from known Canadian customers must be acquired before July 1, 2017. Start taking any necessary actions to comply with CASL sooner rather than later.

You must maintain an audit trail as to how and when you obtained consent for each subscriber. If challenged, you (as the sender) are required to prove consent, not the recipient.

3. Make Sure Ongoing Communications Have Appropriate Information

All marketing emails you send must contain the following information in order to be CASL compliant:

• Your Organization name, address, and website
• Information on how to unsubscribe from the email list
• Privacy policy information

Unsubscribe requests never expire, so your process should ensure that you’re regularly updating your database with unsubscribe information from any and all marketing programs. These requests must be honored indefinitely, regardless of future mailing platforms, unless the consumer explicitly submits a new opt-in request for that address.

How Does Outsell Help Dealers Remain Compliant with CASL?

• Our email communications’ “From” addresses are verified and accurately identify dealers as the sender.

• Upon set up, Outsell mandates that our clients provide a physical address for their dealership before sending anything to dealership customers, then uses this physical address in every email communication we send.

• We automatically include a clear and obvious method for contacts to opt-out of future email communications.

• We always automatically process unsubscribes.

• All of our email campaign “Subject” lines are designed to be straightforward and convey the campaign’s contents to consumers.


In short, Outsell handles nearly everything to keep you CASL compliant. CASL is in full effect. Have you taken all necessary steps to ensure you’re in compliance?

Kevin Portugue from the Dealer Services team has been nominated by Matias Black for exemplifying the Outsell Values CUSTOMER and QUALITY.

“We received an update on the mailing list for the program at one of our dealers. The dealer contact identified the store it was for by providing their Digital Engagement Platform login, but as that was a little vague, Kevin followed up to make sure that we had the correct information. It turns out that the dealer had accidentally sent over the wrong email list, and Kevin prevented the wrong list from being sent out! The dealer responded, ‘You’re right, it's not! The correct list is now attached. Thank you VERY much for asking!’ Kevin could have just assigned the list, but by taking this extra step, he prevented a headache on both sides. ” - Matias Black
Thank you, Kevin, for going above and beyond!

Kevin Portugue — Dealer Services

Responsibilities: Assists with Dealer Setup onto the Platform & Ongoing Troubleshooting Bio: Home town: Andover, Minnesota Graduated from St. Cloud State University (Operations Management) Fun Facts: Loves to Golf Been Sky Diving Attends At Least 1 Concert a Month Deep Sea fished off the Pacific coast of Mexico Outsell Transformers – Outsell Associates who go above and beyond exemplifying the Outsell Values and Core Competencies. Learn more about the Outsell Values here.