Appraisals: Active vs. Independent

Should dealers be performing active appraisals with the customer? OR should they be performing independent appraisals without the customer?

During last week's chat, David Long’s All Things Used Cars crew debated the merits of both sides. Check the replay or read below for what we learned:

💡 The Power of Information 📚

• Customer interest may be lost if you immediately try to get them into your dealership rather than provide them with some baseline information first.
• The entire sales team should be capable of providing knowledgeable appraisals based on market valuation and vehicle specifics to any customer calling/emailing with an inquiry.
• However, avoid exact numbers — less is more over the phone.
• Remember: it’s not an interrogation. Keep the questions to a minimum (i.e., What is the year/make/model/miles? Is there anything else I should know about your car?)

🤌 Tailoring to Tastes 🎩

• Appraisals are not necessarily one-size-fits-all.
• Some customers prefer a comprehensive and hands-on experience, while others seek something more streamlined. Those people may not want to tag along for the appraisal.
• Strive to meet customers where they are to make each interaction a personalized and enjoyable experience.

🤗 Cultivating Connections 🤝

• Customers who desire that all-inclusive experience take the opportunity to engage as soon as they arrive enthusiastically. Encourage them to tell you everything about their trade-ins (without focusing on the flaws).
• Here is where you can begin to build a connection and relationship.
• Bonus points for active listening!

🫥 Transparency and Positivity ✨

• Do your best to provide accurate assessments based on market valuation without devaluing their trade.
• Emphasize a customer's vehicle's unique features. Allow them to acknowledge any necessary repairs. Demonstrating respect for their knowledge as the vehicle's caretaker fosters a more connected conversation and reinforces the customer's trust and control in the process.

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