The behaviors evaluated for the PSI study are those Pied Piper has connected to a dealership’s success, not necessarily its customer satisfaction.
“The things we measure for the PSI are the behaviors that we have found sell cars,” O’Hagan said. “These behaviors do have something to do with profitability.”
The salesperson behaviors that were more likely in 2015 than any previous year were offers to test drive, which occurred 94 percent of the time; pitches for their dealership over others, which occurred 51 percent of the time; and initiations to sit at a desk, which occurred 83 percent of the time.
Less likely behaviors included asking why the vehicle will be used, which occurred 72 percent of the time, and offering printed materials for the shopper to take with them, which occurred only 47 percent of the time.