We want the best customer experience. Traditional dealerships marry you to a salesmen, for better or worse. That salesmen is your point of contact for everything. And his or her living (commission) depends on turning you into a sale.
We tried salesmen. It didn't work.
We are about honesty and transparency, but we were unable to find salesmen without "perfect", "awesome", and "incredible" in their vocabularies. No used car is any of those things.
So we had the courage of our convictions -- we are online sales, dammit! -- and turned off the phones. Here's why it works better than telephonic communication.
Single Threaded Conversations. Vehicle questions tends to be single threaded -- the second question doesn't depend on the answer to the first. Phone conversations work through multithreaded conversations more efficiently than written, but in this business, such conversations are rare.
Shared Communication. At Crosscut, we wear all hats. I may be in another state at an auction answering a customer question while the shop works on multiple cars. If I take a call with information the shop needs, I'm unable to reliability communicate that over. But if we put all communication in a central system, everyone is in sync and customer service improves. Dramatically.
Distributed Sales. Centralized electronic communication allows us to break the traditional dealership mold and get you the best information as quickly as possible. Your questions no longer wait for the salesman to come back from lunch, or the dentist, or hiding under the couch. Anyone here answers as soon as they see the message!
It makes for a great customer experience, and it preselects our customers.
We found that the best customers for online sales are comfortable (or at least accept) online communication. Customers that want to turn online sales into in person sales makes for a problematic transaction.
We understand that not talking to someone in person may take getting used to, but we humbly suggest that once you take the plunge and embrace online communication, you will agree with us and love the experience!
Click the chat bubble to the right to get started!