- Nationwide survey found that respondents based in Navarra and La Rioja are the most receptive to being upsold additional items (100%), followed by Murcia (97%), Valencia (83%) and Madrid (82%)
- 47% of those surveyed would prefer to explore these options away from the service reception, such as when checking in online or via self-service at the dealership
- Tjekvik’s self-service solutions can be used to present optional value-added products and services to customers, creating new revenue opportunities for dealers
A new nationwide survey has found that a clear majority of Spanish customers are open to hearing about additional products and services when they check in their vehicles for servicing or repair. By proactively upselling items to customers during the handover process, dealers can look to benefit from significant revenue opportunities.
The survey commissioned by Tjekvik, a specialist in digital aftersales solutions, found that 83% of drivers surveyed are open to learning more about additional products and services, such as extended warranty packages, service plans and seasonal vehicle checks, with 33% being ‘very interested’ and 50% being ‘somewhat interested’.
Upselling at check-in:
The survey found that those based in Navarra and La Rioja were the most receptive to hearing about additional items, with 100% of respondents expressing an interest. Those aged between 18 to 24 were found to be the most interested in learning about additional products and services (93%), with the least interested (80%) aged between 45 and 54.
When asked, ‘When would you most prefer to hear about relevant value-add products and services?’, 47% would prefer to explore these options away from the service reception, such as when checking in online (29%), or when checking in via self-service at the dealership (18%). 43% would prefer to discuss such items when they hand over their keys before work is carried out.
The products or services drivers are most interested in hearing about include seasonal vehicle check-ups (45%), oil top-up (40%), extended warranty packages (27%), air conditioning re-gas (25%), car care products (23%) and windscreen wiper blades (21%).
The role of self-service in driving aftersales growth:
Christian Mark, CEO & Co-founder at Tjekvik, said: “Our findings suggest that an overwhelming majority of customers are open to learning about additional products and services during their visit, meaning dealerships have a prime opportunity to increase revenue if done correctly. This can be achieved through dealerships tailoring their approach to upselling, especially through digital and self-service check-in options, which reduce pressure on both service advisers and customers.”
Tjekvik’s Home and Indoor aftersales self-service check-in solutions enable customers to securely check their vehicle in and out, how, when and where they want – whether it’s at home on their own device, or in the dealership via user-friendly touchscreen kiosks. Tjekvik’s Outdoor kiosks also deliver a seamless check-in and check-out solution 24 hours a day, seven days a week.
These solutions can also be used to present optional value-added products and services to customers in a clear and consistent way during the check-in process – something that service advisors often lack the time to do effectively themselves.
For more information, get in touch with us here.
*Survey conducted by OnePoll amongst 1,000 Spanish car drivers who use main franchised dealers for servicing and repair.