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Ticketsfrom £149

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Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

am-online.com/AMusedcar

The analytics of car salesIan Godbold, Cambria Automobiles marketing and CRM director

Online strategies for Generation C Heather Yaxley, Motor Industry Public Affairs Association director

What every customer wants in the digital ageScott Sinclair, industry manager, Google

Unlock the secrets of your DMSSteve Meadows, development director, Pinewood

Maximise the value of used car buyersLouise Wallis, head of business development, NFDA

Breaking the traditional dealer sales modelNick King, Auto Trader marketing research director

Measuring the customer experienceMike Dalloz, managing director, Performance In People

Before and after the sale – online, on the phone & in the showroomRay Harkin, operations director, Martec Europe

Tonight’s good for Olivia. What about you?

With 67% of car buyers preferring to search through your stock between

6 - 9pm* you need to make sure you’re geared up to respond to buyers as

effectively as you would during working hours. Our unique insight can help

you understand how to deliver a great user experience no matter what device

your buyers are using, no matter when they are searching.

For buying, selling, marketing or managing. We help you stay one step ahead.

*Auto Trader car buying interactions survey, January 2014

What drives us is you

92923 Trade Launch Campaign_A4_Olivia_aw1.indd 1 19/09/2014 10:54

FP_AMEZINE_92923Trade.id1468302.pgs >>AdRocket<<

WELCOMEWelcome to the AM Used Car Market Conference Report.

Despite manufacturers putting significant focus on new car sales in 2014, their franchised networks need to ensure their used car operations are as slick as ever to capitalise on rising consumer confidence.

Last month’s event, with headline sponsor Auto Trader and co-spon-sors CAP, The Car Finance Company and Jewelultra, examined how dealers will need to engage used car buyers, how they can better manage staff, ways they can utilise their DMS better and the improved

profits available for dealers who focus on the right stock and the right price.

The national event, held for the first time at Telford International Centre, attracted senior directors and managers from franchised deal-erships, groups and manufacturers.

This report includes key excerpts from the conference presentations.

CONTENTS

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

The analytics of car salesIan Godbold, Cambria Automobiles marketing and CRM director

Breaking the traditional dealer sales modelNick King, Auto Trader marketing research director

Measuring the customer experienceMike Dalloz, managing director, Performance In People

Before and after the sale – online, on the phone and in the showroomRay Harkin, operations director, Martec Europe

Online strategies for Generation C Heather Yaxley, Motor Industry Public Affairs Association director

What every customer wants in the digital ageScott Sinclair, Industry manager, Google

Unlock the secrets of your DMSSteve Meadows, development director, Pinewood

Maximise the value of used car buyersLouise Wallis, head of business development, NFDA

The road aheadUpcoming events from AM

Facebook “f ” Logo CMYK / .eps Facebook “f ” Logo CMYK / .eps

The AM editorial team @amchatterE: am@bauermedia.co.uk

am-online.com/linkedinfacebook.com/

automotivemanagementuk

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

business.cap.co.ukCAP AutomoƟve Ltd, Capitol House, Bond Court, Leeds, LS1 5EZ

From iniƟal concept to used market

we touch every vehicle

bought and sold in Britain

A4_Advert2.indd 1 10/10/2014 15:11:07

FP_AMEZINE_A4CAPAutom.id1455253.pgs >>AdRocket<<

Cambria Automobiles believes strongly in the importance of “digital presence”.

Marketing and CRM director Ian Godbold emphasised the importance of dealerships having good websites, especially in an age where consumers visit up to 10 digital showrooms before setting foot in a physical one.

He said dealers did not spend enough time marketing cars online, and warned that mistakes, such as upside-down images or incorrect information, will put serious buyers off.

“I have seen dealers upload an advert to the site, but not check it to see exactly what it looks like to consumers,” Godbold said.

Cambria’s website allows cars to be tracked, ensuring each ad is listed correctly, with at least 20 images and walk-around videos where possible. Each dealer also has access to a dashboard showing which adverts are the most popular and which vehicles are generating leads.

“Every part of our website is tagged with Google Analytics,” said Godbold. Every ‘click’ is monitored to improve the site and increase conversions. For instance, Cambria noticed that consumers liked to print the page “so we made the button bigger and moved it further up the page”.

Consumer activity is also monitored – if someone is leaving the site before engaging a lead then there may be something wrong. “You wouldn’t let people walk on your physical forecourt and let them walk away, well that’s what may be happening on your website,” said Godbold.

He also highlighted the benefits of a postcode tracker, which is used to track what other models, if any, a consumer has been looking at on your website – giving you a huge advantage when making a sale.

NEED TO KNOW

n Car dealers need to spend more time marketing vehicles online and ensure information is correctn Every ‘click’ can be monitored to improve a dealer’s website and increase conversions

Ian Godbold, Cambria Automobiles marketing and CRM director

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

THE ANALYTICS OF CAR SALES

Europe’s leading alternative Ʃnance provider

The Car Finance Company has become the dealer’s preferred partner by

providing consistent, predictable and fast credit decisions along with

tailored and Ʀexible funding options which enable access to the large

sector of the population ordinarily excluded from mainstream ƥnancing.

Large and growing target

market with high penetration

rate, giving you a vast

opportunity for growth

Flexible and specialist

support sta�, there for when

you need them most

A fast and easy

online customer

application process

Reduce your regulatory

risk as we take full

ownership of the deal

Quick turnaround of

applications generates faster

payouts to you

Proactive renewal scheme that

incentivises the customers to

return to you time after time

Speak to a member of our team for more information

www.thecarƥnancecompany.co.uk

Helping you grow your business

FP_AMEZINE_TCFCAdvert.id1448705.pgs >>AdRocket<<

A dealer’s website is a needle in a haystack and a quarter of car consumers will visit more than 10

websites, said Nick King, Auto Trader’s marketing research director. Dealers’ websites need to stand out and to be visible, optimised and simple.

He said Auto Trader’s research showed that online users are more impatient than ever, and consumers on mobile devices want results within three seconds. If the dealer’s digital experience is awkward or ignores them, they will move on.

Forecourt visits are down 41% year-on-year, according to King’s research. Of those visits, 50% of consumers simply turned up without having contacted the dealer because they had found all the information they wanted online.

The smartphone is now the consumer’s internet access point. They are using it to look for range and availability of stock, the dealership’s opening hours, address and contact details. And if they turn up to the dealership they will expect to see that car they chose online, so dealers must not advertise cars that are not available.

“The opportunity to influence is yours all the way through, so use the tools you have,” King said.

Only 42% of consumers consider visiting more than one dealership. The average new car consumer makes 1.6 dealership visits, and 2.3 visits to buy a used car. Almost 40% consider just one make.

King also talked about the importance of adjusting stock prices to remain within 5% of the market price for that car, in order to get an optimum level of interest and turn stock more quickly for profit. Of the used cars advertised on Auto Trader, 31% had not been re-priced in 60 days.

NEED TO KNOW

n Dealers’ websites must stand out – a quarter of car consumers will visit more than 10n Forecourt visits are down 41% year-on-year. Half of those visitors turn up unannounced

Nick King, Auto Trader marketing research director

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

BREAKING THE TRADITIONAL DEALER SALES MODEL

Europe’s leading alternative Ʃnance provider

The Car Finance Company has become the dealer’s preferred partner by

providing consistent, predictable and fast credit decisions along with

tailored and Ʀexible funding options which enable access to the large

sector of the population ordinarily excluded from mainstream ƥnancing.

Large and growing target

market with high penetration

rate, giving you a vast

opportunity for growth

Flexible and specialist

support sta�, there for when

you need them most

A fast and easy

online customer

application process

Reduce your regulatory

risk as we take full

ownership of the deal

Quick turnaround of

applications generates faster

payouts to you

Proactive renewal scheme that

incentivises the customers to

return to you time after time

Speak to a member of our team for more information

www.thecarƥnancecompany.co.uk

Helping you grow your business

FP_AMEZINE_TCFCAdvert.id1448705.pgs >>AdRocket<<

AM DB FULL PAGE A4 advert 12 Oct 2014-v2_Layout 1 14/10/2014 10:39 Page 1

FP_AMEZINE_AMDBFULLPA.id1460363.pgs >>AdRocket<<

World-class service providers have a model of excellence that starts with setting explicit standards to

make sure everyone understands what fantastic customer service looks like, said Mike Dalloz, managing director of customer service specialist Performance In People (PIP).

“If you haven’t been absolutely explicit about the kind of service standards you expect your teams and individuals to deliver, how can you expect them to deliver it?”

He advised dealers to map out those standards, aligned to customers’ requirements, maximising commerciality, and make sure it is deliverable. Having trained staff to understand them, coaching is needed to ensure the training is not lost and to achieve consistency.

“Training is about new knowledge, new skills, new behaviours. The way we sustain it is through really strong, memorable coaching that’s about reinforcing existing skills and existing knowledge.”

PIP uses self-evaluation to review performance: “When you get somebody to look at their own performance, you learn a lot about them. If they have delivered an experience which isn’t in line with your explicit standards, you want them to identify where they can improve. If they think it’s actually pretty good, you have a training issue.”

He said a weakness of mystery shops is that they measure what is expected, but not how it is done. Mystery shops can now get people to evaluate behavioural performance, including friendliness, enthusiasm, professionalism, interest in the customer, attentiveness and helpfulness.

Dalloz said some of his clients are forgetting process to focus on behavioural performance, which showed that improvement in behav-ioural measurement scores had a direct impact on improvement in customer satisfaction measurement, he said.

NEED TO KNOW

n Dealers must map out standards that meet needs of customers, maximise commerciality, and are deliverablen Focusing on behavioural performance can directly improve customer satisfaction scores

Mike Dalloz, managing director, Performance In People

MEASURING THE CUSTOMER EXPERIENCE

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

FP_AMEZINE_iVendioctm.id1453571.pgs >>AdRocket<<

Ensuring dealers are easy for customers to deal with is the biggest challenge facing retailers, according to Ray

Harkin, operations director for training company Martec Europe.

Showroom staff’s propensity to pre-judge or ‘pre-qualify’ depending on the contact method, tone, tact and language used could

damage customer perception and business success, he said.A dealer should also ensure it matches the most popular ways

customers are using to reach out, said Harkin.“It’s easy to build a relationship face-to-face or on the telephone, but

the explosion in the last 10 years in the way customers can contact and interact with us means we can’t choose,” he said.

Harkin recounted meeting a dealership salesman who said if a customer didn’t include a telephone number in a web enquiry he wouldn’t take it seriously “because the customer wasn’t serious”.

“The salesman didn’t understand that including a number didn’t suit the customer’s lifestyle,” Harkin said. He urged salespeople to never pre-judge a customer on their initial enquiry – every enquiry must be treated as valid and as “precious”.

Regarding web enquiries, Harkin advised moving at the customer’s pace and warned against replying to enquiries with questions. “If the first thing you do is ask for information on an enquiry, the consumer might not want to continue.”

On Live Chat, he advised against working to a script – “be genuinely interested in what the customer has to say”. Enquiries sourced on social networks need to be made personal, he said, and with telephone enquiries, be unique: “Compel the customer to visit the showroom to experience what you can’t share on the phone”.

NEED TO KNOW

n Car dealerships ‘need to match the most popular ways customers are using to communicate’n Salespeople should move at customers’ pace on the web and beware of responding with questions

Ray Harkin, operations director, Martec Europe

BEFORE AND AFTER THE SALE

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Heather Yaxley, director of the Motor Industry Public Affairs Association, spoke to attendees about how to

understand and engage with the ‘connected generation’ and the importance for dealers of cutting through the volume of online content.

Members of Generation C live online and are providing immense amounts of informa-

tion about themselves, she said. All of this is free. Dealers just need to pay attention.

“Start on the road to becoming a social business – the generation coming through is going to be more connected than ever. Any kid under eight thinks that everything swooshes,” she said.

When members of the connected generation pick up a new car, they don’t want a bunch of flowers, they want to share with their ‘network’ that they’ve bought a new car, she said. Dealers can take a picture of them picking up their car on their phone – a customer sharing this on social media will expand a dealership’s reach, firstly to their followers and if they favourite or retweet, this engagement grows again.

“Facebook is old now. It’s a bit like going to a disco and dancing like a dad, it’s better to be avoided than to be seen using tech that is ‘yesterday’,” Yaxley said. Dealers need to research what is popular, paying particular attention to Twitter and Instagram.

Not outsourcing social media will ensure that there is always a link between a business and the consumer.

Yaxley’s key online strategies to deal with members of Generation C are to; watch, research and follow before engaging. They are happily broadcasting for free information that dealers previously paid marketing and research companies for. Businesses are and should be taking advantage of this.

NEED TO KNOW

n Members of the ‘connected generation’ are freely giving away information that your business can usen Dealers need to research popular social media, paying particular attention to Twitter and Instagram

Heather Yaxley, Motor Industry Public Affairs Association director

ONLINE STRATEGIES FOR ‘GENERATION C’

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

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T here are currently 2.8 billion people online globally and by 2020 that figure will be 8bn. That is more people than

are alive on the planet right now, Scott Sinclair, industry manager at Google, told delegates.

The digital world is becoming more domi-nant – 28% of three- to four-year-olds use

tablets - and Sinclair said it is easy to get confused, especially if you are not particularly tech-minded.

The pace of change is also accelerating. For example, it took 75 years for the telephone to have 50 million users, but the internet had the same amount of users after four years and the Angry Birds app took just 35 days.

Some companies are adapting. Tesla is trying to disrupt the industry by refusing to engage with franchised dealer groups and digital communications plays an important part in its plans.

Sinclair says it’s all about risk. Many people still do not understand the internet and online technology, but new generations being born into it will know no different.

He says businesses need to remove the fear of failure. “At Google, if we aren’t failing enough, we’re not doing our jobs

correctly – this failure pushes us to try harder and be better,” he said.

Google’s approach is to develop products quickly, decide which ones work and then build on the successes.

Businesses such as Woolworths failed on the high-street because they were dated, said Sinclair, but Argos is starting to transform its stores using tablets instead of catalogues and offering same-day delivery.

NEED TO KNOW

n Number of people worldwide with online access will almost triple by 2020n Businesses need to remove the fear of failure to prosper online

Scott Sinclair, industry manager, Google

WHAT EVERY CUSTOMER WANTS IN THE DIGITAL AGE

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

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To find out more, call us today on 01920 252 284 or send us an email at am@theaacars.com

How to get access to 15 million drivers? Join the AA

* Source: Y&R BrandAsset™ Valuator April 2014. The AA came first in a survey of over 3,000 people in the UK, ahead of the Post Office and Boots (charities excluded).

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A dealership management system (DMS) is a tool, just like a piece of workshop equipment, that provides a huge

advantage when it is working well. However, not everyone is able to use it to best effect, said Steve Meadows, of Pinewood.

From looking at dealers using Pinewood’s Pinnacle DMS, the best operators make it an

integral part of their team and use it to help the performance of the business, he said.

One of Meadows’ key tips was to select a DMS champion from the dealer’s operations team, give them the mission to squeeze the most out of it and allow them to link with other dealers using the same system to learn what works best for them.

“Once the DMS is in the domain of the accountant or the IT expert, you will be potentially losing out operationally.”

Meadows said dealers must expect the DMS to change. In the 1980s, the DMS automated accounts and parts, in the 2000s they were in the showroom, today the DMS may enable the dealership team to work mobile. In future, more elements will be mobile, such as meet-and-greet apps, vehicle health checks, video preparation and instant messaging, plus tools to transact with credit cards online.

With proper use, the DMS can keep used vehicle stock live, and use it to populate classified websites and social media. It can improve the process of work being done, such as tracking in prep centres, pricing, photography and video. It can provide management of complaints and satisfaction surveys so the dealer can identify the metrics and measure their marketing channels.

Meadows also urged dealers to use the DMS to get a 360-degree view of customers and track individual customer spend and profitability.

NEED TO KNOW

n Management of the dealership management system should be kept within the operations teamn More and more elements of future DMS systems will be mobile-enabled

Steve Meadows, development director, Pinewood

UNLOCK THE SECRETS OF YOUR DMS

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

THERE’S NEVER BEEN A BETTER TIME TO ADVERTISE ON MOTORS.CO.UK

For any more information on how you can reach 2.3 million* car buyers

each month please:

• Call 0845 265 6001

• Email sales@motors.co.uk

• Visit media.motors.co.uk

*comScore, July 2014

FIND CARS WITHOUT THE CARFUFFLE

On TV and Radio

every month of

2014 and beyond

Record level of

response for

current dealers in

July and August 14

Huge additional

reach through

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including Parkers,

Carsite and

Honest John

Motors trade ad refresh 09-14 A4 v1.indd 1 19/09/2014 12:17

FP_AM_Motorstrad.id1419886.pgs >>AdRocket<<

Louise Wallis, head of business develop-ment at the National Franchised Dealers Association presented 10 tips

to maximise the value of used car sales:

1. Ensure you have the right stock profile for your customers Understand what your buyers want – type, specification, age, price – and display the stock in optimum condition, with each having a full description.2. Ensure stocking policies are robust All stock should be turned at least every 60 days, 45 is better. Move on a vehicle earlier and take a financial hit rather than wait

longer to see if it sells.3. Know the provenance of the cars you sell Checks on a vehicle’s history, title, MoT status and mechanical condition are essential. Ownership documentation, recall data and details of outstanding finance must be to hand.4. Market stock digitally A digital presence is essential and you need to monitor the effectiveness of your marketing, ensuring websites show latest stock, using images and video and comprehensive descriptions.5. Qualify your customers Get to know your customer, qualifying them with information on the type of car they want, their budget, finance choice and period they plan to keep the vehicle.6. Offer finance FCA changes to consumer credit law are as much an “opportunity as a curse” since finance will have to be sold in a “much more process-driven way that could drive greater finance sales”.7. Offer add-ons Products such as extended warranties, tyre, alloy wheel, GAP and MoT insurance.8. Offer service plans Service plans provide the additional opportunity for upsell of service and repair items.9. Follow up post-sale Exploit opportunities to sell extras and promote service and repair as well as build a relationship and gather testimonials.10. Invest in the right staff Recognise the value of your staff through training and incentives.

Louise Wallis, head of business development, NFDA

MAXIMISE THE VALUE OF USED CAR BUYERS

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Headline sponsor Associate sponsors

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

Ticketsfrom £149

+vat

Co-sponsors:Headline sponsor:

Developing a customer-focused used car sales modelToday’s customers find their cars online, very often between 9pm and 10pm. They are armed with more information than many salespeople and see ashowroom visit merely as a final emotional check of a car and a dealer. So what must dealers do to address this?

The customer experienceMike Dalloz, managing director, Performance in People

Performance in People works with some of the world’s leading brands to improve customer service, sales andcustomer experiences.

Dalloz will explain ‘The Model of Excellence’ used by thesebrands to deliver the highest levels of customer service and hewill outline six key behaviours that will help dealers capture andretain more used car buyers and enhance their reputation.

Breaking the traditional dealer sales model - if we don’t redefine it, the customer willNick King, market research director, Auto Trader

Digital age consumers and their buying habits are driving most of thechanges in the used car sector. But are dealers ready for this?

King will emphasise the importance of used car retailers embracing adigital strategy and will share insights from Auto Trader’s research toshow them how they can engage customers and stand out in anincreasingly national market.

Online strategies for Gen X & Gen YHeather Yaxley, Bournemouth University & director of theMotor Industry Public Affairs Association

Generation Y consumers (born 1977-1994) are expected to buy16% more cars in the US this year than they did in 2013, whilevolumes bought by Generation X-ers (born 1965-1976) areexpected to increase by just 6%. A similar picture can beexpected in the UK.

Understanding generational buying habits can influence usedcar sales. Gen Y buyers are often ‘digital natives’, often see carsas a pragmatic transport platform and are more likely to bemotivated by technologies within the car and how it cansupport their lifestyle. Yaxley will explain how dealers can offer‘different strokes for different folks’ online.

From gut instinct to science – the analytics of car salesIan Godbold, marketing & CRM director, Cambria Automobiles

A successful website is not necessarily one a dealer thinks looks good,nor one with ‘bells and whistles’. It is one that works, and in a way thatcan be measured.

Cambria’s website received national recognition as ‘best in class’ forcombining customer tools, showcasing its full selection of products andservices, and measuring and reacting to its customers’ online searchingand buying habits. Godbold will outline how a scientific approach canbenefit used car activity.

Tuesday 21 OctoberTelford International Centre, TF3 4JH

The traditional model of used car sales faces a number of threats today, including changing buyerhabits, the rise of digital and mobile devices and an increased need to comply with regulation.

AMUC14_DPS_FPAD 22/09/2014 10:29 Page 1

38090_A4_Partner_Finance_AM.indd 1 13/10/2014 15:06

FP_AMEZINE_BCAAMNovHR.id1473750.pgs >>AdRocket<<

Events www.am-online.com/events

Date Event Venue

November 18, 2014 AM F&I Compliance Conference Oxford Belfry Hotel

February 6, 2015 AM Executive Breakfast Club Simpson’s in the Strand, London

February 12, 2015 AM Auto Trader Digital Marketing Conference The NEC, Birmingham

February 19, 2015 AM Awards 2015 The ICC, Birmingham

April 21, 2015 AM Aftersales Conference The Crowne Plaza, Heythrop Park

May 15, 2015 AM Executive Breakfast Club Simpson’s in the Strand, London

July 24, 2015 AM Executive Breakfast Club Simpson’s in the Strand, London

November 6, 2015 AM Executive Breakfast Club Simpson’s in the Strand, London