According to a newly released 2013 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study, Harley-Davidson dealerships were top-ranked in the U.S. in their treatment of their customers. Of the 15 brands rated in the study, Harley dealers led in 18 different sales activities; like encouraging shoppers to sit on a motorcycle, asking them for contact information, and helping overcome obstacles to the purchase.
11 brands led at least 1 category and performance varied considerably. Ducati salespeople were more likely to offer a brochure to shoppers. BMW, Triumph and Harley-Davidson salespeople were more likely to offer a demo ride. Victory salespeople were the most likely to arrange a future demo ride. The study also found that salesperson are more likely to offer demo rides, discuss unique features, and be encouraged to crunch numbers or write up a deal with customers in 2013 than 2012. But are less likely to conduct a walk-around demo, overcome the shopper’s objections, or give a compelling reason to buy right now.
2013 was the 7th year of the Pied Piper PSI Motorcycle Industry Study which used over 2,500 hired “mystery shoppers” to rate motorcycle dealerships located throughout the U.S. using the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success.
Source and image: Pied Piper PSI
Posted by Sam Kanish