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Fountain Inn, SC United States | Reprint from https://www.piedpiperpsi.com/press/
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Pied Piper Management Company LLC is pleased to be able to sponsor the world's largest motorcycle online group--the Linkedin Motorcycle OEM Network - on behalf of the group's 6,000+ members worldwide.
We would like to pass along results released today from a national benchmarking study to measure how effectively dealerships for each brand help motorcycle shoppers become motorcycle buyers.
HARLEY-DAVIDSON MOTORCYCLE DEALERS RANKED HIGHEST BY 2012 PIED PIPER PROSPECT SATISFACTION INDEX?
Industry benchmarking study shows widespread improvement in dealership treatment of motorcycle shoppers
Monterey, California, USA - May 7, 2012 - Harley-Davidson dealerships returned to the top ranking in the newly released 2012 Pied Piper Prospect Satisfaction Index? (PSI?) U.S. Motorcycle Industry Benchmarking Study, which measured dealership treatment of motorcycle shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties ?mystery shopping? measurement and scoring to industry sales success.
BMW and Ducati finished in a tie for second, followed by Triumph and the Victory and Indian brands from Polaris Industries, in a three-way tie for fourth. Industry-wide performance improved substantially from 2011 to 2012, with only three of sixteen motorcycle brands failing to achieve higher scores.
Harley-Davidson dealerships led all brands in sixteen different sales activities such as offering test rides, obtaining contact information and asking for the sale. Brand performance varied considerably from brand to brand, with twelve different brands leading at least one sales process category. For example, Ducati, Husqvarna and Triumph dealerships were twice as likely to offer a brochure to shoppers than dealerships selling Suzuki, Honda or Kawasaki. Similarly, Harley-Davidson, BMW and Ducati dealerships were twice as likely to ask for contact information than dealerships selling Husqvarna, MV Augusta or Moto Guzzi.
Industry improvement was widespread throughout the sales process, with over 80% of the individual sales process factors improving on average. Compared to the previous year?s results, the 2012 study showed that motorcycle salespeople were 14% more likely to provide compelling reasons to buy from their dealership, 13% more likely to ask for the sale and 11% more likely to provide compelling reasons to buy now.
"Today's motorcycle salespeople have become much more effective at helping shoppers become buyers," said Fran O'Hagan, President and CEO of Pied Piper Management Co., LLC. "For example, five years ago, a motorcycle salesperson would introduce him or herself to a prospect only six times out of ten. Today it is nine times out of ten." Despite the progress, the study results also show that there is plenty of room for further improvement. Today motorcycle salespeople ask for contact information only 43% of the time, offer test rides only 16% of the time, and attempt to write-up the transaction only 29% of the time.
For a copy of the complete press release, including 2012 Pied Piper PSI motorcycle brand rankings, or for more information about the Pied Piper Prospect Satisfaction Index, and the patent-pending PSI process, go to https://www.piedpiperpsi.com/press/
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Iron Butt
Posts: 880
Orlando, FL | Interesting. BUt I would rather see survey results on who offers the best service AFTER the sale! |
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Visionary
Posts: 2300
Georgia, west of Atlanta | MaddMAx2u - 2012-05-07 12:16 PM
Interesting. BUt I would rather see survey results on who offers the best service AFTER the sale!
Yes me too........... ( All manufacturers have SOME idiot dealers ) |
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Visionary
Posts: 3773
Pittsburgh, PA | i kind of agree with this. i just went to my local HD shop today to get some cleaners (vic shop to far away and everything is a special order) and when you walk in the HD dealer they Welcome every single person enters the building. and i was with a Victory motorcycles t-shirt. plus i think with HD its the over all customer experience. Items in stock, people with actual knowledge of motorcycles and Ride.. both my victory dealers that i bought my Vision(s) from dont even ride victorys. The one dealership my salesman rides Atvs and not a street bike.. when i was at the local HD dealer today i over heard a saleman selling a older guy a full dresser, this salesman went all out on service.. i think with HD you also buy the "experience". i will would rather have my Victory any day. but it would be nice if the victory dealers were a little more trained in what they sale and provided a better customer experience. just my opinion.... |
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Visionary
Posts: 2300
Georgia, west of Atlanta | Arkainzeye: Well put.......... the Victory dealer I frequent has it's staff going in 10 different directions, only one being Victory motorcycles. I do understand this, They are trying to make a profit and sell probably 10 Polaris four wheelers for every 1 Victory motorcycle. They also sell Triumph motorcycles and I believe See-Doo wave runners. As the sign says " ****** powersports" not -- VICTORY MOTORCYCLES--. But we got to remember Harley sold 235,000+ motorcycles last year and Victory maybe 10,000. Hell they won't even release sales figures. So estimating the fore mentioned 10,000 units moved the dealers have to sell other things to stay afloat.......I remember when some Harley dealers had maybe 5-10 bikes on their showrooms and some even had other brands............
Edited by XRsteve 2012-05-07 2:45 PM
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Tourer
Posts: 500
| I totally agree...I bought my Victory because I loved the bike...The dealer I used went out of business and I had to find a multi-line dealer across town...The guy I bought the bike from was a great salesman, but knew "dick-squat" about the product..I was relieved to find the tech from the closed dealer working there, along with my sales guy from the other store..Both soon quit to go elsewhere and I moved to the last dealer in the area, 30 miles away,and hope I can find good service/parts there...I know Victory is very, very small compared to HD and Jap dealers, but most of the ones that I have visited around the area and across state lines..."Suck" No accessories, not much in parts, and sales people that are terrible and not much in service......A close friend of mine, CEO of a large auto supplier, has a son-in-law who works for Victory in the southern area and he says Victory is aware of their dealer issues and is trying to get them much more customer friendly....Hope so.....ohterwise they will eventually fail .......JMHO
Edited by opas ride 2012-05-07 2:56 PM
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Tourer
Posts: 373
Lansing, MI |
Who? What? Yeah, I don't give a shit. I bought all of my Victorys because of what I know and what I think not some jerkoff with a pencil or keyboard has to say....
Edited by cook06vegas 2012-05-07 10:15 PM
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Cruiser
Posts: 216
Danville, CA | Lol. Well said |
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Visionary
Posts: 8144
New Bohemia, VA | ...it really doesn't matter to me that my nearest dealer is over an hour away and my preferred dealer is two hours away, or whether Victory has slipping clutches using AMSOIL, it's still the best bike I'll ever own. |
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Iron Butt
Posts: 1109
| The dealer I bought my Vision from was the second one I visited. The first was a disaster. My purchasing dealer knew his product and the buying experience was enjoyable. My biggest complaint with Victory is the factory support. |
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Cruiser
Posts: 258
Akron, Ohio | I agree with the most of the coments above. I have found that a HD dealer will be one of the easiest informative places if you are looking at motorcycles. The two Vic dealers that are close I always seem to be brushed aside when I say I am just looking. The sales staff always seem buisy and never have time to answer the odd question or two. I really like my Vision, but Harley did not get to be the big guy by poor salesmanship. I would LOVE to be able to visit a Victory dealer that truly had the sales department of a Harley dealer. JMHO |
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New user
Posts: 1
| Victory only want to sell the bikes not give service Or at least thats what it is in the uk my visision tour as been back to the dealer 6 times and still isn't sorted. I will be going back to a wing this year. |
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Visionary
Posts: 8144
New Bohemia, VA | hairybiker it is unfortunate that you are having this difficulty. I can't help but think of one in the UK who bought a Vision and had a problem with the engine. Ma Victory bent over backward to satisify that customer. Maybe making direct contact with Victory or even Polaris may help get things sorted out. |
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Puddle Jumper
Posts: 31
Las Vegas, NV | When I bought my 08, the salesman knew just enough to hand me the key for a test ride. Luckily the bike sold itself. A week later, I went back to the dealership and I held a little class for the salesman. He was most appreciative but he didn't last much longer. When I traded in the 08 for the 12, I called a brand new dealership out of state and told him what I wanted, which I had been to his showroom a few weeks earlier and knew he had the bike I wanted and made the deal over the phone. Since then, The Kingman dealership people HAVE BEEN FANTASTIC!!!!!!!!!!!!! There are some good people left in the motorcycle sales and service business that will bend over BACKWARDS to back up their product. Guess I got lucky and so did Victory for having them represent them....... THEY ACTUALLY CARE!!!!!!!!!!!!!!!! And my Harley riding buddies are not able to say that about the local Harley shops from what they have shared with their experiences. JMHO..... |
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Tourer
Posts: 494
Akron Ohio area | You can expect a high salesman turnover at motorcycle shops.
That's why I make friends with the mechanics.
I've had the same mechanic for 6 years now and I trust him with my life when he preps SCREAM for my long distance touring adventures.
If my dealer wouldn't let me choose my mechanic, I would find another dealership or wrench for myself.
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Iron Butt
Posts: 880
Orlando, FL | If Victory slipped it's prolly due to Amsoil 20W50~
Just Sayin'
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Tourer
Posts: 395
Moravia, IA | I love my motorcycle but Ive been less than impressed with "service after the sale". Just a few things here and there.....but it adds up. Ive spent about $800 on misc repairs and looking at another $700 on a bike thats just 2 years old. Im not sure my Vision is as well built as I thought it was.......and I know the extended warranty is worthless (well, it has proved to be thus far).
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Victory Slips from Top Spot in Pied Piper Prospect Satisfaction Index