An overwhelming majority of aftersales customers in Germany are open to hearing about value-add products and services when they check in their vehicles for servicing or repair, according to survey. Key findings:
- Nationwide survey finds nearly half of aftersales customers (47%) prefer to consider value-add offers away from the service reception.
- Most popular products and services include top-up oil (37%), seasonal vehicle check-ups (35%), and service plans (30%).
- Tjekvik digital self-service solutions present value-add products and services during the online check-in process to maximise conversions and profit.
An overwhelming majority of aftersales customers in Germany are open to hearing about added-value products and services when they check in their vehicles for servicing or repair, according to a new nationwide survey* commissioned by Tjekvik. The findings highlight the significant opportunity for dealerships to boost revenue through well-timed upselling processes.
The survey found that 75% of respondents expressed an interest in learning about additional products and services, with 32% being ‘very interested’ and 43% being ‘somewhat interested.’ Regional insights reveal that Berliners are particularly receptive to hearing about additional products and services, with 86% very interested or somewhat interested.
While interest in value-add items amongst aftersales customers is high, the Tjekvik survey revealed that nearly half (47%) of respondents would prefer to hear about these additional products and services away from the service reception, such as when checking in online (33%), or when using self-service kiosks (14%). Queuing puts many people off; 21% are less willing to consider upselling opportunities when they encounter long queues at the service reception.
Those polled were most interested in hearing about top-up oil (37%), a seasonal vehicle check-up, such as a winter or summer check (35%), service plans (30%), an air conditioning re-gas (29%), windscreen wiper blades (27%), and extended warranty packages (25%).
Christian Mark, CEO and Co-Founder at Tjekvik, said: “Our findings show that dealerships have a prime opportunity to increase revenue by tailoring their approach to upselling. Digital and self-service options provide a more personalised and less pressured interaction for customers, which in turn increases revenue for dealerships.”
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.
To boost revenue, these solutions can also be used to present optional value-add products and services to customers in a clear and consistent way during the check-in process – something that service advisors can sometimes lack the time or training to do effectively.
*Research was conducted by OnePoll; sample was comprised of 1,000 car owners across Germany.